IRT: A Customer Experience Case Study from Australia’s Aged Care Industry

In this case study of Illawarra Retirement Trust (IRT), the seniors’ living development, Strativity Australia explores the impact committing to a customer experience strategy has on developing a more customer centric culture.

Spanning from the NSW South Coast to Sydney, IRT’s intrinsic motivation is the wellbeing and welfare of its customers. With over 8000 customers in 32 communities in their care, IRT sought to navigate an unprecedented structural change in the aged care sector to produce long-term sustainability.

George Bej

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