CX Healthcare Exchange East - Day 1
8:30 am - 8:35 am
CX Healthcare Exchange Welcome
8:35 am - 8:45 am
Chair’s Opening Remarks
Nicole Cable -
Chief People and Experience Officer,
C3 Health
8:45 am - 9:15 am
Opening Keynote: When AI Recommends Your Health System - Preparing for the Next Era of Patient Experience
Jennifer Carron -
Chief Patient Experience Officer,
BJC HealthCare
The patient journey is changing before our eyes. Increasingly, patients are turning to AI-powered search and large language models to compare providers, understand treatment options and decide where to seek care. As AI becomes a new front door to healthcare, health systems must consider how they're represented, whether the information patients receive is accurate and how digital trust influences patient choice.
9:15 am - 9:45 am
Presentation: AI in Telehealth CX - When the Stakes are Personal
As telehealth becomes an increasingly important part of care delivery, healthcare organisations are using AI to improve access, streamline patient support and reduce administrative burden. But in emotionally sensitive healthcare interactions, balancing efficiency with empathy is critical. This session explores how AI can enhance virtual care experiences while maintaining patient trust, safeguarding privacy and ensuring human judgement remains central when it matters most.
Join Steve Smith to hear the Inova Health story of its redesigned contact centre to give patients faster, more reliable access to care while freeing live agents to focus on more complex needs. Through collaborative discussion, explore how your own strong processes, evolving KPIs, frontline insight, change management and close partner alignment could help turn early friction into measurable improvements.
Steve Smith
Assistant Vice President of Enterprise Contact Center & AccesInova Health System
11:35 am - 12:05 pm
Panel Discussion: From Automation to Experience: Is AI Ready for Patients?
Chris LaFleur -
Founding US Growth Team Member,
Lorikeet
Timothy Rauschenbach - Vice President of Patient Engagement, Millennium Physicain Group
Dale Sturgill - VP of Contact Center Strategy, Memorial Hermann Health System
Bindu Chanagala - VP Performance Insights, Data Analytics for the Population Health Services Org, CommonSpirit Health
GK Pitchumani - Chief Information Officer, CareMore Health
Healthcare organizations have moved beyond experimenting with AI and are now asking a more important question: where does it genuinely improve patient experience? While automation has reduced administrative burden, patients still expect empathy, transparency and human connection. This panel explores where AI delivers measurable value today, where organizations should proceed with caution, and how patient experience leaders can balance innovation with trust, governance and clinical responsibility.
Bindu Chanagala
VP Performance Insights, Data Analytics for the Population Health Services OrgCommonSpirit Health
12:05 pm - 12:35 pm
Presentation: Smarter Patient Engagement Leads to a More Efficient Health System
Health systems are under growing pressure to improve patient experiences while increasing operational efficiency. Personalized engagement has evolved beyond appointment reminders to become a strategic tool for reducing friction, improving communication and encouraging patients to take a more active role in their care. This session explores how leading healthcare organizations are using digital engagement to create more connected, seamless and measurable patient journeys.
Healthcare is richer in data than ever, yet harder to capture meaningful feedback. In this Think Tank, participants will explore how to move beyond traditional surveys, combining feedback and operational data to generate more actionable insights and turn them into consistent, sustainable improvements.
1:10 pm - 2:10 pm
Networking Lunch
2:10 pm - 2:40 pm
1:1 Business Meetings & Networking
2:45 pm - 3:15 pm
Panel Discussion: Walk a Mile in Their Shoes - Improving Patient Experience Starts with Understanding the Journey
Nicole Cable -
Chief People and Experience Officer,
C3 Health
Olive Minor - Senior User Experience Researcher, Anthro-Tech
Kristy Schmidt - SVP and Chief Experience Officer, Onvida Health
Hannah Murphy - Executive Director, Patient Experience, Providence
Healthcare organizations continue to invest in new technologies, AI tools, and digital experiences to improve patient access and experience. Yet many patients still struggle to navigate care across departments, providers, communication channels, and systems . Rather than focusing on tools alone, this session centers on how healthcare organizations can design services around patient needs, operational and provider realities, and measurable outcomes. The panellists will showcase strategies for scaling thoughtfully, drawing on lessons from consumer engagement and community partnerships to build trust, equity and loyalty.
3:15 pm - 3:45 pm
Presentation: From Hype to Health Impact - AI on the Frontlines of Care
Healthcare organizations are moving beyond AI pilots and into enterprise-wide implementation. The challenge is no longer identifying opportunities for AI, but deploying it in ways that improve patient experience, support clinicians and deliver measurable operational value. This session explores how health systems are embedding AI into everyday workflows, overcoming barriers to adoption and ensuring innovation translates into meaningful outcomes for patients, staff and the wider organization.
Lightning Debates encourage quick thinking, concise expression, and active engagement. The debates are intellectual sprints, challenging you to articulate viewpoints on controversial issues effectively within tight time constraints. Vote with your feet, choose a side and defend your point of view.
5:00 pm - 5:30 pm
Case Study Presentation: From Staff Voice to Patient Value: Culture Change That Moves the Needle
Exceptional patient experiences begin with engaged and empowered staff. As healthcare organizations face workforce pressures, experienced leaders are increasingly recognizing that listening to employees, fostering a culture of continuous improvement and empowering frontline teams are essential to delivering better care. This session explores how health systems are creating feedback-driven cultures where staff insights lead to meaningful operational improvements, stronger employee engagement and more consistent patient experiences.
5:30 pm - 6:00 pm
Solution-Swap Champaign Roundtables
Keith Deaven - CEO and Co-Founder, Mediabarn
HCAHPS provides an important view of patient experience, but it doesn't tell the whole story. Gaining deeper insight doesn't automatically equate to more surveys or the adoption of new AI technologies. Health systems may already have access to valuable sources of patient, experience and operational data that they may be overlooking. The challenge is understanding what those sources are, what they can measure, and finding practical ways to fill the gaps.
