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
TOUCHPOINTS OF CARE: ENHANCING THE PX FROM SCREEN TO SCREEN FOR A SEAMLESS PATIENT JOURNEY
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
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.
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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
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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
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15:30 - 16:00
CROSS SYSTEM CO-ORDINATION: IMPROVING PATIENT THROUGHPUT WITH CONNECTED CARE
Michael A Pizzano -
Senior Vice President,
Kindred
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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
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 DISCUSSION 1: CROSS POLLINATING WITH THE MEMBER EXPERIENCEDownload the agenda for full session details
ROUNDTABLE 2
17:50 - 18:30 ROUNDTABLE 2: SETTING THE AMBIENCE: DRIVING ADOPTION OF AMBIENT LISTENING TOOLS IN THE PATIENT EXPERIENCEROUNDTABLE 3
17:50 - 18:30 DISCUSSION 3: 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
