Driving consumer-centric strategies to improve customer experience in aged care and retirement living

Conference | 29th – 30th August 2018
Workshop | 31st August 2018

The Driving Customer Experience in Aged Care & Retirement Living Summit will bring together key stakeholders from Australia’s aged care, retirement living and community services sector to share key insights on the latest technologies and best strategies for providing consumer-centric care for your customers.
With the recent shift to a CDC model, there is a heightened expectation for increased customer autonomy when it comes to aged care and retirement living. Elder Australians and their families now have more control over the products and services they wish to engage with.
As customers are expecting a more personalised service and seamless experience, providers must consider new practice models to stay ahead in the increasingly competitive world of aged care and retirement living.
Hear from sector specialists at the two-day conference as they analyse the challenges and opportunities to innovate, reflect on practical approaches to improve customer experience, and share frameworks for realising customer retention and business growth.

Consumer-Centric Strategy in Aged Care Workshop 

Workshop | Friday, 31st August 2018 
Building a consumer-centric strategy to succeed in the new world of aged care 
Workshop Overview:
Faced with unprecedented change in the aged care and related health and social enterprise sectors, leaders are striving to find winning strategies to stay ahead of the ultra-competitive pack in this new consumer-directed environment.
Following his thought-provoking New World Thinking presentations and workshops, Ray Glickman brings his limited place workshop to the east coast.
Ray’s left field approach will have participants thinking differently about who their customers are, what they really want and what the role of the provider should be in the future. He will introduce his concepts of ‘plug-in providers’ playing a critical role in what he dubs the ‘coalition of the caring’.
Ray will challenge participants in a safe, fun environment to see the world in a different way, truly live in the skin of the consumer, imagine a new and exciting role for providers and develop alternative approaches to formulating a winning strategy in an interactive mentoring format.
Participants will learn to see differently as well as learn techniques with the potential to transform their organisations.

Key Learning Objectives:

  • Pinpoint the nature of disruption in the aged care and disability sectors so you fully understand your strategic environment
  • Understand your consumers to best meet their needs, allay their fears and fulfil their expectations
  • Position your organisation and services more precisely
  • Reposition your service approach to lead a 'Coalition of the Caring'
  • Discover the difference between 'old world' provider-centric strategy and 'new world' consumer-centric strategy
  • Learn the techniques and tools to undertake consumer-centric strategy successfully
  • Translate strategy into action so your plans don't gather dust on the shelves
  • Learn from left field techniques to make personal and team commitments to actions that stick

Featured Speakers

Andrew Smith

Director of Marketing for Villages and Aged Care


Michele Lewis

Chief Executive Officer


Kerri Rivett

Chief Executive Officer

Shepparton Villages

Amanda Bowe

Executive Director of Home Care Services

Mercy Health

Tim Humphries

Chief Executive Officer

Homestyle Aged Care

Josephine Gagan

Director, Geneva Healthcare, NZ Group Chief Executive

HealthcareNZ Holdings 2018 Ltd

Carolyn Cooper

Chief Operating Officer of Villages and Aged Care

Bupa NZ

Allanna Kelsall

Chief Relationship Officer


View all speakers


Media Partner

View all Partners

Key learning objectives:  

  • Leverage practical strategies developed by Benetas to manage and interpret data to create a more personalised customer experience
  • Learn how Jewish Care customises its contact centre model to realise increased customer retention
  • Pick up the latest innovative tips from Mercy Health and CareConnect for developing customer journey maps to streamline user experience
  •  Hear from Anglicare, Integrated Living and Homestyle Aged Care as they share best practice frameworks for creating customer experience heroes in your workforce
  • Understand the importance of incorporating customers’ needs and expectations in decision-making from Mecwacare
  • Discover Anglican Care – Using telehealth to increase customer autonomy and improve their personal and digital experiences
  • Learn how PresCare is using a multifaceted communication approach to ensure the efficient and consistent delivery of quality customer care
  • Gain key insights from Dementia Australia on how to provide individualised dementia care
  • Understand the ways in which new technologies and artificial intelligence are shaping the trajectory of aged care and retirement living with Mercy Community
  • Find out how Transdev is using digital solutions to engage mature and disadvantaged groups of customers in our cross-sector case study


Who should attend driving customer experience 

Delegates from government bodies, national peak bodies, aged care providers, healthcare associations, non-for-profits and private industries who are involved in, or have an interest in aged, community and residential care: 

  • Aged Care Providers
  • Community and Home Care providers
  • Federal and State Government
  • Government Agencies
  • Community and Social Housing Providers
  • Community Development Specialists
  • Local Health Districts and Private Hospitals
  • Primary Health Networks
  • Not-for-Profit Organisations
  • Aged Care Associations, Councils and Societies


Who Should Sponsor

What solutions can your organisation offer our audience to address the following challenges: 
  • How can providers use data to make informed decisions to improve customer experience and develop effective differentiation strategies?
  • What technologies and processes can providers utilise to enhance customer experience and reinforce differentiation strategies?
  • How can providers develop an organisational culture and improve employee development to enhance customer experience?

There is a limited number of event sponsorships and exhibit spaces available – all of which are tailored to assist your organisation in creating a platform to maximise exposure at the event, and creating the opportunity to gain direct and personal access to the audience.
For specific details about speaking, sponsoring or exhibiting at the event, please contact Jacob Almond on jacob.almond@aventedge.com or +61 2 8378 4341.


Team Discounts




5%OFF 10%OFF 15%OFF


Venue will be confirmed 4 weeks prior to the event. 

This conference will be held in a 5 star hotel in Melbourne's CBD.