Claire Jenkins | CEO/Founder
VetChat

Day 1 @ 16:30

CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

• Building trust and long-term loyalty through clear communication, empathy, and personalised care at every stage of the client journey.
• Leveraging digital tools and technology to create seamless experiences, from online bookings and reminders to telehealth and post-treatment follow-up.
• Turning fee discussions and challenging conversations into opportunities to strengthen relationships, improve transparency, and increase client satisfaction.

Inkarri Trumbull-Ward, Business Manager, The Pet Diaries

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Inkarri Trumbull-Ward / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Inkarri Trumbull-Ward, Business Manager,
The Pet Diaries

Inkarri has over 10 years’ experience within the veterinary and animal industry. Specialising in customer service, education, and management. Inkarri understands the complexities within this unique, vibrant community and is passionate about providing support to veterinary clinics across Australia...

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Jessica Moore-Jones, Leadership Systems Consultant, Unleashed Coaching and Consulting

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Jessica Moore-Jones / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Jessica Moore-Jones, Leadership Systems Consultant,
Unleashed Coaching and Consulting

Dr Jess Moore-Jones is an occasional vet, a challenge-the-status-quo business owner, a no-BS consultant, and a perpetually late mum. Having led teams from animal shelters to zoos to specialist hospitals, she’s obsessed with helping veterinary professionals stay engaged, fulfilled, and resilient by...

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Moderator: Pauline Willis, Organisational & Coaching Psychologist, Lauriate

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Pauline Willis / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Pauline Willis, Organisational & Coaching Psychologist,
Lauriate

Pauline is an Australian Organisational and Coaching Psychologist with 30 years in business both locally and internationally, across a range of industries and sectors. She is a practitioner researcher and is currently actively engaged in research that includes veterinary practices which focuses on...

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Ashleigh Bligh, Director and manager, Snowy Vets

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Ashleigh Bligh / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Ashleigh Bligh, Director and manager,
Snowy Vets

I began my veterinary career in 2012 at Snowy Vets, stepping into a fast-paced clinic with no prior experience. Over time, I took on broader responsibilities across client communication, marketing, and administration, eventually transitioning into management and business ownership. Leading a...

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Michael Bambacas, Founder and Director, Create Learning

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Michael Bambacas / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Michael Bambacas, Founder and Director,
Create Learning

Michael Bambacas is the founder and director of Create Learning. He brings over fifteen years’ experience in building greater employee engagement, productivity and return on learning and development investment. He designs and facilitates evidence-based learning programs and enjoys creating a space...

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Claire Jenkins, CEO/Founder, VetChat

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Claire Jenkins / CX Panel: Customer Experience (CX) in Veterinary Practice- Elevating the Client Experience

Claire Jenkins, CEO/Founder,
VetChat

Dr Claire Jenkins is a Queensland-trained veterinarian with over 20 years of clinical experience across Australia and the UK. A decade ago, she founded VetChat, now Australia's leading veterinary telehealth service, with a clear purpose - that improving access to veterinary expertise leads to...

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