Practical online conversation

Understanding the Complexities of CX in Aged Care

Name: Understanding the Complexities of CX in Aged Care
Start: 2026-12-01T12:00:00+10:00
End: 2026-12-01T13:00:00+10:00

Aged care customer experience is about people at their most vulnerable. Learn what appropriate customer experience looks like for residents, clients, families and the staff who care for them.

Tuesday 1 December 202612:00 pm–1:00 pm AESTOnline

60 minutes
Online webinar
Australia

Trusted by teams at

The challenge

Why is CX in aged care so hard to get right?

Does this sound familiar?

Feedback is collected, but residents and families still feel unheard.
Care is planned around the client, but the family has different expectations.
Staff want to deliver person-centred care, but administrative load gets in the way.
Turnover and burnout disrupt continuity of care and trust.
Regulatory change keeps coming, and compliance crowds out the customer.

This webinar will show you a practical way forward.

Join us online on Tuesday 1 December, from 12:00 pm to 1:00 pm AEST.

What you'll learn

Practical ways to improve aged care CX.

This session will show you how to:

Put consent and dignity first. Explore what doing with, not for, looks like in everyday interactions.
Treat the family as part of the client. Balance the expectations of the person receiving care and those who support them.
Support the people who deliver care. Consider practical ways to ease the load on a stretched workforce.

Who should attend

For aged care leaders responsible for care quality and client experience.

No technical background is required.

Executives and business owners of residential, home care and multi-service providers
Client experience, quality and complaints leaders
Care operations, workforce and people leaders

A practical conversation

Get the human relationship right.

Leave with a clear view of where your organisation sits on CX maturity and practical first steps to lift it. We look forward to seeing you there, from the team at Customer Science.

Join the conversation on aged care CX.

Register for the online webinar with Christine Davis from Customer Science and Professor David Brown from UTS, Tuesday 1 December 2026, 12:00 pm–1:00 pm AEST.