Christine Davis is Specialist Aged Care Customer Experience Consultant at Customer Science. Christine has career success in CX strategy and transformation for corporate, government and NFPs in the aged care, disability, community services, and health sectors. With a background in Marketing, Customer Experience and Digital Transformation as well as over fifteen years’ experience in senior leadership roles in the aged care industry she brings a strategic and creative problem-solving mindset that delivers unique solutions for organisational challenges. Her approach is to co-design and build future services, customer experiences and digital solutions that inspire and motivate the whole team to engage and focus on opportunities for improved business and customer outcomes.
2026 Customer Experience Maturity in Aged Care. Discover Strategies to Enhance Customer Experience in Aged Care for Improved Outcomes.
The Australian aged care industry is currently undergoing a vital transformation, with an emphasis on enhancing Customer Experience (CX) to meet the evolving demands of residents, clients, and their families. This presentation showcases findings from interviews conducted with aged care leaders from April to June 2026, offering a comprehensive evaluation of the current state of CX maturity within the sector.
Key Findings reveal that while leadership commitment is increasingly prioritised to embed CX into core strategies, significant challenges persist. These include maintaining service consistency amidst diverse delivery methods, navigating bureaucratic burdens, and addressing workforce retention and burnout, all of which directly impact care quality. The research highlights the critical role of proactive feedback mechanisms, such as surveys and advisory bodies, in capturing client insights and driving service enhancements.
Sector-Specific Insights identify common gaps, including inconsistent customer experiences across various service models and limited feedback utilisation. Moreover, a cultural disconnect between frontline staff and management hinders effective communication, while rapid regulatory changes contribute to confusion and compliance overload.
Best Practices for Improvement are outlined, emphasising the need for robust transition plans, structured feedback mechanisms, and transparent communication strategies. The presentation argues for a positive complaint management culture, viewing complaints as opportunities for accountability and continuous improvement.
By adopting journey mapping and identifying critical ‘moments that matter’, aged care organisations can enhance client satisfaction and service quality. The findings suggest that fostering collaboration, prioritising staff well-being, and refining feedback processes are essential for organisations aiming to improve CX in a competitive landscape.
The presentation ultimately advocates for a strategic shift toward customer-centric models that prioritise the unique needs of residents, clients, and families. By addressing existing challenges and employing best practices, aged care providers can significantly uplift the customer experience, leading to improved outcomes and greater satisfaction among all stakeholders involved in aged care services.
Attendees will gain understanding of the current CX landscape in aged care, equipped with actionable insights and strategies to implement in their organisations.