NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR SENIOR EXPERIENCE LEADERS IN HEALTHCARE
October 29 - 30, 2024
| Fort Lauderdale Le Meridien
CX Healthcare Exchange East - Day 1
8:30 - 8:45
Opening Remarks
8:45 - 9:15
A Total Disrupter to Doing Business: Amending Your Delivery of Patient Care Through Collaborative Stakeholder Planning
Judith Wolfe -
Associate Chief Experience Officer,
Cleveland Clinic
9:15 - 9:45
The Human Experience Index: Optimizing Experience of Health & Care as a Strategic Advantage
Dr Amy Compton-Phillips -
President & Chief Clinical Officer,
Press Ganey
Sponsored by: Press Ganey
9:50 - 10:20
One-to-One Business Meetings
10:25 - 10:55
One-to-One Business Meetings
9:50 - 10:20
One-to-One Business Meetings
10:25 - 10:55
Crafting EX: Strategies to Highlight Employee Centricity to Success
Katherine Ketter -
Assistant Vice President, Customer Experience,
Jefferson Health Plans
11:00 - 11:45
Bridging the Gap Between Payers & Providers for a Centralized Patient Experience
Sudha Raminani Chatterji -
Director of Customer Experience & Marketing,
Healthfirst
Kent Lawson - Executive Director of Experience, Blue Cross Blue Shield Association
11:45 - 12:15
Improving the IT Experience for Our Caregivers
Sponsored by: Kyndryl
12:20 - 12:50
One-to-One Business Meetings
12:50 - 13:50
Networking Lunch
12:50 - 13:20
One-to-One Business Meetings
14:25 - 14:55
One-to-One Business Meetings
12:20 - 12:50
Translating Customer Experience Feedback into ROI
Greg Duffy -
Director of Customer Experience,
UNC Health
12:50 - 13:50
DEI Lunch & Learn: Identifying Barriers to Creating an Increasingly Diverse, Equitable, and Inclusive Healthcare Service
12:50 - 13:20
Peer-to-Peer Speed Dating
14:25 - 14:55
Utilizing Pharmacies as a Hybrid Healthcare Platform in an Increasingly Digital Age
ROUNDTABLE 1
15:00 - 16:00 Utilizing the Evolving Capabilities of AI to Maintain Patient EngagementROUNDTABLE 2
15:00 - 16:00 Why Securing High Operational Quality will Maximize Your ServicesROUNDTABLE 3
15:00 - 16:00 Implementing Conversational Services to Deliver Daily, Low-Resource CareROUNDTABLE 4
15:00 - 16:00 How Consumerism will Play an Increasingly Dominant Role in Healthcare
16:05 - 16:35
One-to-One Business Meetings
16:40 - 17:10
One-to-One Business Meetings
16:05 - 16:35
One-to-One Business Meetings
16:40 - 17:10
Humanizing Healthcare through Intelligently Tailored Contact Center Touch Points
17:15 - 17:45
Employee Experience is a Revenue Driver: Your PX is only as good as your EX
David Weisman -
CXO,
NYC Health & Hospitals
17:45 - 18:15
Customers Now, Then, and Later: Forming Customer Journeys Through Analyzing Desired Expectations to Guarantee Customer Centricity and Ultimate Patient Health
Sponsored by: CSG
