Harry Folloder

Chief Commercial Officer Krisp

Harry Folloder is Chief Commercial Officer at Krisp, the Voice AI company powering more than 200 million devices and processing over 80 billion minutes of voice monthly. Previously Chief Digital & Technology Officer at Alorica, he built the company's AI innovation practice from zero to $200M+ revenue in two years. With 20+ years spanning CX, enterprise technology, AI commercialization, CIO roles within CVC Capital's portfolio, and the U.S. intelligence community, Harry has been a keynote speaker at RAISE AI Paris, CCW Vegas, and Genesys Xperience, and is one of CIO Today's World's Top 50 Leaders.

CX Healthcare Exchange East - Day 2

3:10 PM Panel Discussion: Consistent by Design: Creating Cohesive Experiences Across Systems

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.

This panel explores how organizations are designing for consistency at scale, embedding shared experience ambitions while enabling teams across the system to bring them to life.

• Who should own experience across the system, and what are the trade-offs between central ownership and shared accountability?

• How can organizations define clear standards and direction while allowing for local adaptation and autonomy?

• What does it take to align teams, behaviors, and delivery across systems to create a truly cohesive experience for patients?

• How much does consistency depend on the technology layer itself, and what happens when differences in voice quality, comprehension, or communication create variation in the patient experience across locations and teams?

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

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