Hannah Murphy

Executive Director, Patient Experience Providence

CX Healthcare Exchange East - Day 1

2:45 PM Panel Discussion: Walk a Mile in Their Shoes - Improving Patient Experience Starts with Understanding the Journey

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.

The conversation will focus on how healthcare organizations can:

• Gain a complete view of the patient journey to identify barriers, improve experiences, and create more responsive access strategies.

• Turn patient and operational insights into practical service improvements that strengthen trust, expand access, and drive better outcomes.

• Use technology, AI, and service design insights to build scalable systems that expand reach without compromising patient or provider experience

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

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