Jennifer Carron

Chief Patient Experience Officer BJC HealthCare

CX Healthcare Exchange East - Day 1

8:45 AM Opening Keynote: When AI Recommends Your Health System - Preparing for the Next Era of Patient Experience

The patient journey is changing before our eyes. Increasingly, patients are turning to AI-powered search and large language models to compare providers, understand treatment options and decide where to seek care. As AI becomes a new front door to healthcare, health systems must consider how they're represented, whether the information patients receive is accurate and how digital trust influences patient choice.

This opening keynote explores how generative AI is reshaping patient discovery, reputation and experience, and what healthcare leaders can do today to ensure their organisation remains visible, trusted and patient-centred in an AI-driven world.

• Understand how AI-powered search is changing the way patients discover and evaluate healthcare providers.

• Explore how digital reputation, trusted content and patient experience influence AI-generated recommendations.

• Learn practical strategies to strengthen your organisation's visibility, credibility and patient trust as AI becomes an increasingly important gateway to care.

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

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