Rachel Hitt

Chief, Division of Breast Imaging Tufts Medical Center

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?

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

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