NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR SENIOR EXPERIENCE LEADERS IN HEALTHCARE
CX Healthcare West USA Agenda - Day 1
8:00 - 8:30
REGISTRATION & COFFEE
8:30 - 8:35
HOUSEKEEPING REMARKS AND EXCHANGE WELCOME
8:35 - 8:45
CHAIRS’ OPENING REMARKS
Denise Wiseman -
Chief Community Manager and Founder,
The PX Community
8:45 - 9:15
OPENING KEYNOTE PRESENTATION – HUMAN-CENTRIC HEALTHCARE: KEEPING PEOPLE AT THE HEART OF EXPERIENCES
David Weisman -
Chief Experience Officer,
NYC Health + Hospitals/Queens
Technological innovation has rapidly transformed the field of patient experience, but it’s easy to forget that people, not technology, are at the heart of it. Despite the exciting advances, it’s essential to pause and reflect on what truly drives patient experience: the people.
Join David Weisman, an advocate for people-centric care, as he directs attention back onto the human element of patient experience. The fundamental question will be addressed: “What is patient experience, and how do we ensure it remains human-centered in a tech-driven world?”
9:15 - 9:45
PRESENTATION – UNCOVER YOUR DATA GAPS: HOW TO FIX THE FRACTURES IN YOUR DIGITAL IDENTITY DATA WORKFLOWS & UNLEASH THE BEST PX
Mark Krebs -
VP Global Sales,
Celebrus
Many healthcare organizations have goals for improving Patient Experience (PX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in. While that is the utopia, the reality is that many organizations will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their patients, all while ensuring they stay HIPAA-compliant.
This session will give you some insight into:
- The pitfalls and challenges brands face as they try to go from crawling to running in the PX space
- Stories from the field looking at different types of PX improvements while using a few different technology platforms, and key learnings
- Key takeaways for how to think about best solving for and ensuring that your PX goals are never hindered by bad data or limited technology
9:45 - 10:25
KEYNOTE PANEL DISCUSSION – DEMONSTRATING THE CRITICAL VALUE OF PATIENT EXPERIENCE TO SECURE C-SUITE BUY-IN
Laurie Wheeler -
Chief Operating Officer - IS&T,
Multicare Health System
Pinaki Ghosh Ray - Vice President, Outsourcing & Strategy, Prime Healthcare
Aaron Davis - Vice President and Chief Experience Officer, UMC Health System
C-Suite executives need to be convinced of the value of PX initiatives, though it’s not always possible to present its quantifiable impact. Finding a way to demonstrate value and ROI is essential for receiving investment into initiatives.
During this panel, leaders will explore strategies to effectively communicate the value of PX to C-Suite and prove its business impact. This discussion will cover:
- Why exceptional patient experience is a direct driver of financial performance, from revenue growth to cost savings, and how to prove it
- Opportunities to present the quantifiable impact of a positive patient experience on KPIs
- How to create compelling stories and metrics that tie PX investments to organizational success
10:25 - 10:55
PRESENTATION – THE FUTURE OF HEALTHCARE: UNLOCKING AGENTIC AI FOR SMARTER HEALTH SYSTEMS DRIVING CUSTOMER EXPERIENCE
Lloyd Fobi -
Chief Information & Digital Officer,
St. Charles Health System
AI is rapidly evolving from a tool of automation to a strategic partner in care delivery. For PX leaders, this shift holds the potential to reduce cognitive burden, streamline workflows, and enable physicians to spend more meaningful time with patients.
In this presentation, Lloyd Fobi of St. Charles’ Health System will explore the current stage of how AI, when built with human-centered design at its core, is transforming the patient experience. By sharing their journey, he’ll examine how AI can move beyond data processing to support strategic decision-making, and what it takes to make consumer-centric, actionable data a reality.
In contact centers, patients often have different preferences when it comes to interaction – some prefer self-service digital solutions, while others need the empathy and guidance that only a human agent can provide. This creates a challenge in determining how to effectively blend automation with human support. When patients are directed to their non-preferred channel, whether automated or human, it can lead to frustration and a poor experience.
In this think tank, we will discuss whether there is the ‘perfect’ balance between technology and human interaction in a contact center and, if so, how it can be achieved. In what way can we consider the creation of flexible systems that adapt to patients’ needs in real time?
12:05 - 12:35
PRESENTATION – HOW INTELLIGENT CLOUD COMMUNICATIONS IS TRANSFORMING CUSTOMER EXPERIENCE AND THE PATIENT JOURNEY
John Poli -
Industries Principal, Health Care,
RingCentral
In today’s patient-centric healthcare environment, creating seamless, personalized, and efficient interactions is more critical than ever. Intelligent cloud communications are emerging as a game-changer, redefining how healthcare providers interact with patients and transforming every step of the patient journey.
From the first appointment inquiry to post-visit follow-ups, cloud-powered tools such as AI virtual agents, omnichannel contact centers, and conversation intelligence are streamlining communication while delivering exceptional patient care. These technologies enable providers to offer personalized, efficient, and meaningful engagements—anytime, anywhere.
Join us to gain actionable insights into:
- Revolutionizing patient engagement: Leverage AI-powered communication tools to provide personalized, real-time support across channels
- Enhancing operational efficiency: Streamline workflows for staff and patients with integrated messaging, video, and voice solutions
- Driving better outcomes: Enable proactive care with intelligent insights, predictive analysis, and seamless communication touchpoints
This session will empower patient experience leaders to transform their patient journey, improve satisfaction, and elevate care delivery through advanced, secure and intelligent communications.
Telehealth has presented a transformative opportunity to improve healthcare access for underserved populations. Yet, reliance on technology introduces new challenges, including limited digital literacy, inconsistent internet access and lack of familiarity with telehealth platforms. Offering telehealth services without strategies in place to combat these challenges will only impact the desired outcomes.
In this think tank, we will discuss:
- How to proactively deliver telehealth services to underserved populations and communities
- What role education plays in improving the effectiveness and adoption of telehealth offerings
- The hybridization of service delivery to ensure optimal inclusivity and continuity of care
13:10 - 14:00
NETWORKING LUNCH BREAK
The rate at which technology is changing in today’s world makes adaptability key for keeping ahead of the curve. This becomes a challenge when organizations delay replacing their legacy systems. Failing to keep up can lead to inefficient systems and a diminished patient experience.
By addressing the obstacles posed by outdated systems, organizations can ensure their services meet the speed and quality that patients expect.
In this think tank, we will explore structured approaches to replacing legacy systems, enabling streamlined experiences and improved patient satisfaction.
14:30 - 15:00
PRESENTATION – FROM NAYSAYERS TO CHAMPIONS: DRIVING BETTER BUSINESS RESULTS WITH NON-TRADITIONAL CX STRATEGIES
Shawn Nason -
Chief Experience & Innovation Officer,
PatientPoint
Healthcare innovation can transform the patient experience when we move beyond outdated strategies, remember the humans, and don’t settle for results that don’t quite hit the mark. Join us to poke holes in the way things have always been done, dream about better ways of working, and engage insights and case studies that drive people-first change in healthcare. We’ll explore the possibilities when the right people engage the right problem in the right way at the right time - thinking bigger and bolder about how non-traditional CX strategies can drive better business results.
Ensuring equitable patient experience is essential to addressing the diverse needs of patient populations. PX leaders must develop strategies and solutions that reflect and accommodate this diversity, fostering an inclusive environment where every patient feels valued and cared for. Improving PX goes beyond enhancing satisfaction – it involves identifying and addressing the equity-related barriers that patients face.
This think tank will focus on the dynamic relationship between PX and health equity. Explore how PX can serve as a vital tool for measuring equity outcomes, and how integrating equity into PX strategies can lead to a more comprehensive, patient-centered care.
15:35 - 16:15
PANEL DISCUSSION – INCITING INSIGHT: LOOKING BEYOND SURVEYS TO TRULY UNDERSTAND OUR PATIENTS
Marina Williams -
CEO; Texas Health Surgery Center Irving,
SCA Health
Brad Shaink - Executive Director of Innovation & IT Business Applications, Houston Methodist
Connie Lee - Senior Director, Patient Access, UCLA Health
Patient feedback allows organizations to ask the specific questions they need answered, but declining response rates limit its effectiveness. Alternative interactions may provide a wealth of data that can be taken advantage of, despite not being specifically designed to gain insight.
This panel session will discuss where organizations can best gather actionable insights and explore how to tap into the sources available. Learn:
- The value of feedback from surveys while recognizing its limitations in providing a comprehensive picture of patients’ needs
- What alternative data can be found in contact center interactions to supplement gaps in survey responses
- How to transform insights into actionable plans and respond to patients’ needs
16:15 - 16:45
PRESENTATION – USING PERFORMANCE SCORECARDS TO MAKE TARGETED, DATA-DRIVEN IMPROVEMENTS
Vanessa Mona -
VP of Consumer Insights & Experience,
Henry Ford Health System
In this session, Vanessa Mona, a seasoned healthcare executive with a passion for data-driven decision-making, will share her insights on how her team leverages their performance scorecard to pinpoint opportunities across the health system. During this session, Mona will cover how she and her team enables continuous improvement through standardization, data capture, predictive modeling, and governance.
Key Takeaways:
- See examples of how this process has made improvements in bedside shift reporting, food services, and communication processes
- Discover the team structure, tools, and processes that enable proactive execution
Structured feedback rates from patients have reached an all-time low, yet gathering feedback remains essential for improving the patient experience. Feedback offers crucial insights into patient needs and expectations, helping organizations set targets to meet them.
Without sufficient data and guidance from patient feedback, addressing gaps in patient experience becomes increasingly challenging. This think tank will explore how to improve feedback response rates and leverage in-house touchpoints to maximize engagement, acquiring more data to identify and address patient pain-points.
17:55 - 18:25
PRESENTATION – SYSTEMS APPROACH FOR REAL AND SUSTAINED TRANSFORMATION
Join this presentation to learn how building a branded, holistic operating system can drive meaningful change, enable transparency and empower staff to focus on delivering better care and experiences.
- How focusing on systems first is what leads to the culture you aspire to
- Why adopting a systems-based approach by integrating safety, quality, experience and operations leads to better outcomes at scale
- The power of branding and transparency for creating engagement, alignment and a culture of learning and improvement
