CX Healthcare Exchange East - Day 1
7:30 - 8:30
Registration & Morning Networking Coffee
8:30 - 8:45
Chair's Opening Remarks
David Weisman -
Chief Experience Officer,
NYC Health + Hospitals
8:45 - 9:30
COLLECTING DEMOGRAPHIC DATA TO DELIVER PERSONALIZED PATIENT EXPERIENCES & IMPROVE THEIR OUTCOMES
Alex Greengold -
Senior Vice President & Chief Consumer Experience Officer,
Memorial Hermann Health System
Toi Harris - Senior Vice President, Chief, Health Access & Engagement, Memorial Hermann Health System
9:30 - 10:00
Engagement that pays off: Turning patient action into revenue
Karly Hresko -
VP of Enterprise Accounts,
PatientPoint
Craig McDonald - SVP of Provider Solutions, PatientPoint
Today’s healthcare leaders face the same challenge: meet growing patient expectations while also hitting growth and financial targets. The answer lies in smarter, more personalized engagement.
Personalized patient engagement isn’t just about reminders—it’s a powerful tool to drive growth, increase service line utilization and boost reimbursable visits.
In this presentation led by PatientPoint team members Karly Hresko, VP of Enterprise Accounts, and Craig McDonald, SVP of Provider Solutions, you’ll learn how leading medical groups and health systems are using engagement technology to turn outreach into action—activating patients, filling schedules and generating real ROI.
You’ll walk away with practical strategies, real-world examples and a clear path to make engagement a smarter part of your care delivery model. This session will help you think differently about engagement—as a clinical and financial asset, not just a communications tool.
Key takeaways
You’ll learn how to:
• Turn personalized outreach into real patient action—activating visits, improving adherence and building long-term loyalty
• Use engagement to grow priority services by identifying the right patients and connecting them to high-value care
• Drive more reimbursable visits through timely, targeted communication that reduces friction and fills schedules
Sponsored by: PatientPoint
10:05 - 10:35
One-to-One Business Meetings
10:40 - 11:10
One-to-One Business Meetings & Networking
10:05 - 10:35
THINK TANK: How to leverage AI to achieve the quintuple goal in Healthcare
Sunil Menon -
Sr. Business Development Specialist for Customer Experience Engagement (CXE).,
AWS
Sofia Fatalevich - Lead, Digital Health, Amazon Web Services
Sofia Fatalevich - Lead, Digital Health, Amazon Web Services
The Quintuple Goal in Healthcare is often used as a high level north star by healthcare organizations. How can patient engagement technologies such as Amazon Connect be used to achieve those goals? This session will provide an opportunity to learn from Amazon, who strives to be the world’s most customer obsessed company. There will also be an opportunity for attendees to discuss the patient engagement challenges and how it trickles down to each of these north star quintuple goals. Led by AWS
Sunil Menon
Sr. Business Development Specialist for Customer Experience Engagement (CXE).AWS
11:15 - 11:45
EMPOWERING PATIENT EXPERIENCE: ELEVATE HEALTHCARE CONNECTIVITY WITH MODERN & RELIABLE CLOUD COMMUNICATION
John Poli -
Industry Principal - Healthcare,
RingCentral
11:45 - 12:25
HARD LESSONS FOR HARD TIMES: A STRATEGY DISCUSSION FOR DELIVERING AN EXCELLENT PATIENT EXPERIENCE ON A TIGHT BUDGET
David Weisman -
Chief Experience Officer,
NYC Health + Hospitals
Judy Parker - Chief Executive Officer, Encompass Health
Arthur Gianelli - President and Chief Transformation Officer, One Brooklyn Health
Edison Bond Jr. - Chief Patient Experience Officer, Episcopal Health Services, Inc.
Download the agenda for full details
12:25 - 12:55
WHAT BUILDING GOOGLE BRAIN'S LLMS TAUGHT ME ABOUT DELIVERING SAFE AND EXCEPTIONAL PATIENT EXPERIENCES WITH AI
Jamie Hall -
Co-Founder & Chief Technology Officer,
Lorikeet
Presentation by Lorikeet
Download the agenda for full session details
Sponsored by: Lorikeet
13:00 - 13:30
One-to-One Business Meetings & Networking
13:30 - 14:20
Networking Lunch
14:20 - 14:50
One-to-One Business Meetings & Networking
14:55 - 15:25
One-to-One Business Meetings
14:55 - 15:25
THINK TANK: THE WIDE LENS: STRUCTURING EXPERIENCE AND SAFETY REPORTING SOLUTIONS TO ENABLE SYSTEM WIDE IMPROVEMENT
Carmen Kestranek -
Senior Director for Safety,
Cleveland Clinic
Download the agenda for full session details
15:30 - 16:00
CROSS SYSTEM CO-ORDINATION: IMPROVING PATIENT THROUGHPUT WITH CONNECTED CARE
Michael A Pizzano -
Senior Vice President,
Kindred
Download the agenda for full session details
16:00 - 16:40
PANEL DISCUSSION: AI & EMPATHY: REIMAGINING THE PATIENT EXPERIENCE AT SCALE
Jamie Hall -
Co-Founder & Chief Technology Officer,
Lorikeet
Crystal Broj - Chief Digital Transformation Officer, Medical University of South Carolina
Tony Ambrozie - Senior Vice President, Chief Digital and Technology Officer of Pharmacy, CVS Health
Panel moderated by Lorikeet
Sponsored by: Lorikeet
Tony Ambrozie
Senior Vice President, Chief Digital and Technology Officer of PharmacyCVS Health
16:40 - 17:10
One-To-One Business Meetings & Networking
16:40 - 17:10
THINK TANK: IT TAKES A VILLAGE: ADDRESSING COMMUNITY HEALTH ISSUES FOR THE PATIENT EXPERIENCE
Matt Gitzinger -
Executive Director, Population Management,
Unc Health
17:15 - 17:45
One-To-One Business Meetings & Networking
ROUNDTABLE 1
17:50 - 18:30 ROUNDTABLE 1: SETTING THE AMBIENCE: DRIVING ADOPTION OF AMBIENT LISTENING TOOLS IN THE PATIENT EXPERIENCEROUNDTABLE 2
17:50 - 18:30 ROUNDTABLE 2: Practical Pathways to AI-Driven Patient Experience Alex Brown - Strategic Alliance - Healthcare Director, Poly AI
This roundtable will explore practical strategies for adopting generative AI in healthcare, from building the business case and overcoming scaling challenges to addressing compliance, safety, and clinical trust. Participants will share experiences, discuss high-impact use cases, and identify the right metrics to drive stakeholder buy-in.
Sponsored by: PolyAI
