Chris LaFleur

Founding US Growth Team Member Lorikeet

CX Healthcare Exchange East - Day 1

9:15 AM Fireside Chat: Every Member, a Different Program - Bringing AI Into Benefits Support

XP Health supports more than 862,000 members across 6,300 employer organizations, and each member sits on a different program. A question about a return, an exchange or a warranty claim can have a different answer for almost every member. Kristi Miller, Director of Member Experience at XP Health, joins Aidan Rawlings, Forward Deployed Product Manager at Lorikeet to talk through where her team chose to start with AI, how they build and test workflows themselves, and how they decide which conversations stay with a person.

11:35 AM Panel Discussion: From Automation to Experience: Is AI Ready for Patients?

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.

• Identify where AI is improving patient experience today, and where human interaction remains essential.

• Explore how to build patient trust through responsible, transparent AI adoption.

• Learn how healthcare organizations are balancing innovation with governance, safety and operational impact.

Check out the incredible speaker line-up to see who will be joining Chris.

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