What we do
The Aged Care Royal Commission has highlighted the real need for providers to focus and transform their organisations around their customers. By keeping the customer at the centre of all decision making you will be better able to innovate and transform your organisation to seamlessly integrate your ideal ‘customer experience’ with the ‘customer service’ delivered by your frontline staff.
Customer Science Group helps you implement and manage a successful customer experience program to differentiate your organisation in an increasingly competitive marketplace. From enquiry to conversion to care delivery and beyond – every touchpoint needs to be effortless for the customer and consistent for the organisation. Use customer experience design to help identify new growth opportunities while simultaneously generating greater customer engagement, and customer loyalty and increasing organisational profitability.
Keeping your customer as a key strategic focus will help you appropriately respond to the growing demand for choice, control, and independence of your care recipients with the shifting demands and requirements of families.
Case Studies
Anglicare Automation
Using RPA to proactively manage carers schedules to ensure carers and customers are safe as well as reducing call centre volume, admin and improving the overall experience.
Aged Care Sector
Reducing risk of medication errors and identifying how the National Electronic Health Records could bring better outcomes to those needing aged care.
HamondCare Dementia Service
How human centered design was used to help Australians impacted by Dementia.
Live Better Centralised Service Optimisation
Using a Service Review and Process Improvement of the LiveBetter centrlised contact point to deliver better community services.
Partner
Customer Science is a thought leader in the CX space in Australia through our active partnerships with key industry bodies. We are a proud partner of Aged and Community Care Providers Association (ACCPA).
Your Industry Practice Team
Christine Davis
Specialist Consultant
Jo Rappolt
Program and Change Manager Senior Consultant
Laura Leihn
Senior Consultant Value Management Senior Consultant
Peter Harrison
Practice Director Value Management Consulting
Rosemary Hotten
Associate Director, Digital & Customer Strategy
Sally Mainsbridge
Principal Consultant Value Management Consulting
Todd Heather
Principal Consultant
News & Blogs
Assessing your Cybersecurity – 11 steps to futureproof your readiness
Assessing your Cybersecurity – 11 steps to futureproof your readiness. Cybersecurity has become a top priority for businesses of all…
Customer Interactions within Aged Care
Harnessing the Power in Customer Interactions: The Key to Business Success. Creating exceptional customer experiences is the ‘gold’ all care…
Data Privacy – Need to Reduce your Risk?
Data Privacy – Need to Reduce your Risk? The recent breach at Optus of customers’ personal information has revealed an…
Employee Experience in Aged Care
Employee Experience is the Key to Success in Aged Care. Unlocking the full potential of your aged care service centres…
Feedback and Complaints in Aged Care
“Understanding Your Customers: the true power of Feedback and Complaints in Aged Care” In the current changing world of aged…
Let’s Improve the Customer Experience in Healthcare
There is a saying “the customer is always right” so how does this play out in the health sector when…
The Growth Potential of Artificial Intelligence in Healthcare
Artificial Intelligence was a term most often found within the genre of Science Fiction. Now, in hindsight, it seems almost prophetic.…
Why we believe Health Care still needs data models despite the advances in FHIR?
Why do we believe Health Care still needs data models despite the advances in FHIR? (Fast Healthcare Interoperability Resources) In recent years the…