CX Healthcare Exchange East - Day 2
8:30 am - 8:40 am
Chair’s Opening Remarks
Nicole Cable -
Chief People and Experience Officer,
C3 Health
8:40 am - 9:10 am
Presentation: Turning Patient Anxiety into Trust through Active Listening and Adaptive Communication
Kimberly Sweeney -
Vice President Patient Care Services,
Roswell Park Comprehensive Cancer Center
Investing in communication ensures every patient feels heard and supported. In this presentation, Kimberly Sweeney of Roswell Park Comprehensive Cancer Center will share how active listening and adaptive communication create true partnerships between clinicians, patients and care teams. Drawing on real-world scenarios across the care journey, learn how aligning communication styles, setting clear expectations and responding effectively to patient concerns can turn anxiety into trust.
Kimberly Sweeney
Vice President Patient Care ServicesRoswell Park Comprehensive Cancer Center
9:10 am - 9:40 am
Presentation: Orchestrating the Patient Journey with Agentic AI
Delivering a seamless patient journey requires more than automating individual tasks, it demands intelligent coordination across every stage of care. As Agentic AI continues to evolve, healthcare organizations are exploring how autonomous AI can connect workflows, reduce administrative friction and support more personalized patient experiences. This session examines how Agentic AI is helping streamline operations across clinical and administrative environments while balancing innovation with governance, transparency and patient trust.
With budgets under pressure, healthcare leaders are being asked to deliver more with less. In this Think Tank, participants will explore where simple, proven approaches can drive meaningful experience improvements, and how to apply them effectively.
When care extends beyond the hospital, experiences must bridge settings more seamlessly. In this Think Tank, participants will explore how to redesign pathways and support teams to deliver coordinated, confidence-building care that fits more naturally into patients' lives.
11:30 am - 12:00 pm
Case Study Presentation: The Other Side of the Clipboard - What Losing My Stepfather at My Own Hospital Taught Me About Building a Patient Experience Strategy That Actually Works
Shella Southern -
Chief Patient Experience Officer,
Ou Health
What happens when the person leading patient experience becomes the family in the waiting room?
12:00 pm - 12:30 pm
Presentation: Turning Human Understanding into Experience Transformation
To truly improve care and experience, health systems must go beyond metrics and connect with the human behind the patient. This presentation will showcase how understanding your consumer base, both current and prospective, can drive meaningful improvements in experiences and outcomes.
12:35 pm - 1:05 pm
1:1 Business Meetings & Networking
1:05 pm - 2:05 pm
Networking Lunch
2:40 pm - 3:10 pm
Presentation: From Shiny Penny to Strategic Change - Preparing Contact Centres for AI, The Amazon Approach to Patient Experience
Steve Chambers -
System VP, Enterprise Contact Center,
Sutter Health
Healthcare contact centres sit on a vast trove of patient interactions, yet many organisations rush to deploy point AI solutions without the data foundations or strategy needed to move the needle. In this session, Steve Chambers will outline a pragmatic, methodical approach for care organisations to harness AI effectively: clarify demand, identify addressable gaps, and prioritise investments that elevate the human experience while driving operational efficiency. He will share frameworks and lessons learned from real-world deployments, including anytime access (meeting patients where they are), data & analytics (turning millions of calls into strategic intelligence), and human experience (making every human interaction seamless and respectful of patients' time). Attendees will leave with a practical roadmap to assess readiness, target the highest-impact opportunities, and avoid common pitfalls of "shiny penny" AI projects.
3:10 pm - 3:40 pm
Panel Discussion: Consistent by Design: Creating Cohesive Experiences Across Systems
Nicole Cable -
Chief People and Experience Officer,
C3 Health
Tina Bennett - Chief Experience Officer, Yale New Haven Health
Betsy Hail - Chief Operating Officer, Neighborcare Health
Rachel Hitt - Chief, Division of Breast Imaging, Tufts Medical Center
Abraham Gage - SVP, Chief Strategy Officer, UofL Health
As healthcare systems grow more complex, delivering a cohesive experience across services, settings and locations becomes increasingly challenging. Experience leaders must balance the need for system-wide coherence with the realities of local variation, bringing together principles, standards, and behaviors without losing flexibility or engagement on the ground.
3:40 pm - 4:10 pm
Closing Presentation: Extending Care into the Community: Being Visible and Supporting Prevention Earlier
By investing in community-based care, organizations can improve access and support more preventative approaches, while also strengthening trust, reputation and long-term engagement within the communities they serve.
