Day 1
7:30 am - 8:30 am
Registration, Breakfast & Networking
8:30 am - 8:35 am
Program Director's Welcome
8:35 am - 8:45 am
Chair's Opening Remarks
Nicole Cable -
Chief People & Experience Officer,
C3 HealthcareRx
8:45 am - 9:15 am
Keynote Fireside Chat | Meeting Patients, Families and Communities Where They Are for Better Experiences
Greg Chase -
Vice President, Consumer & Patient Experience - Service Excellence,
Ascension
Adam Galea - Senior Director Consumer Experience, Ascension
9:15 am - 9:45 am
Presentation | Using AI-Driven Communications to Improve Patient Experience & Outcomes
In today’s healthcare landscape, delivering timely, personalized, and seamless communication is essential – not just for enhancing patient satisfaction, but for driving real clinical and operational outcomes. In this session, IntelePeer will explore how healthcare organizations can leverage AI-powered communication automation to streamline patient engagement, reduce administrative burdens, and ensure HIPAA-compliant interactions at scale.
- How AI and automation can reduce no-shows, increase adherence, and enhance operational efficiency
- Real-world examples of automated communications in pre-visit, in-care, and post-care workflows
- Best practices for deploying HIPAA compliant virtual agents and smart routing
Sponsored by: Intelepeer
Healthcare systems must overcome fragmented portals, siloed data and disconnected workflows that frustrate patients and staff alike. In this think tank, participants will explore how to create and leverage a single, streamlined patient portal that improves engagement, reduces administrative burden and supports scalable digital transformation, enhancing operational efficiency while delivering a smoother, more seamless patient experience.
10:25 am - 10:55 am
1:1 Business Meetings
How can PX leaders design virtual health solutions that expand access to specialty care, optimize capacity and ensure no patient is left behind? This think tank will focus on creating equitable, seamless virtual care by integrating telehealth with EHRs, patient portals, and legacy systems. Participants will explore how predictive analytics and demand forecasting can support smarter resource allocation, all while keeping equity at the center of every decision.
11:35 am - 12:05 pm
Panel Discussion | Unlocking Technology’s True Value in Human Experiences with Robust Roadmaps and Proven ROI
Chris Bredeson -
Chief Operating Officer & Chief Strategy Officer,
EvergreenHealth
Stephanie Guzik - Vice President, Patient Experience & Patient Relations, The University of Texas Medical Branch
Mike Marino - Vice President Operations, Texas Oncology
Kara Conley - VP Contact Center, Bright Horizons Family Solutions
Chris LaFleur - Founding US Growth Team Member, Lorikeet
With a cost-constrained environment, every technology investment must deliver measurable value. For PX leaders, that means proving ROI, building a clear roadmap for digital transformation and ensuring innovations in AI truly enhance the human side of care.
- How can organizations best measure and communicate technology’s impact on financial and experience outcomes?
- What does a clear, scalable roadmap for sustainable digital transformation look like in practice?
- How has technology freed up capacity and resources to reinvest in relationships and the human experience?
Stephanie Guzik
Vice President, Patient Experience & Patient RelationsThe University of Texas Medical Branch
12:05 pm - 12:35 pm
Fireside Chat | AI in Telehealth CX - When the Stakes are Personal
Julie Choi -
Director, Network Strategy & Client Experience,
Talkspace
Estelle Berton - Forward Deployed Product Manager, Lorikeet
Chris LaFleur - Founding US Growth Team Member, Lorikeet
A fireside chat with Julie Choi, the Director of Network Strategy & Client Experience, Talkspace and Estelle Berton Forward Deployed Product Manager, Lorikeet moderated by Chris LaFleur, Founding Growth Team Member, Lorikeet — discussing what it takes to deploy AI customer support in one of healthcare's most emotionally sensitive environments.
Sponsored by: Lorikeet
Generational change is reshaping patient expectations and engagement. This think tank will explore how leaders can balance the demands of younger generations, who prioritize transparency, convenience and digital access, with the preferences of older generations, who value trust, continuity and traditional communication. Participants will gain actionable insights for tailoring PX initiatives to generational needs, ensuring relevance and better outcomes for all.
1:10 pm - 2:00 pm
Networking Lunch
Lightning Debates encourage quick thinking, concise expression and active engagement. The debates are intellectual sprints, challenging you to articulate viewpoints on controversial issues effectively within tight time constraints. Vote with your feet, choose a side and defend your point of view.
2:35 pm - 3:05 pm
Presentation | Solving Symptoms to Strengthening Systems: Simplifying PX to Drive Holistic, Lasting Change
Carol Lewis -
Chief Patient Experience Officer, ad interim,
MD Anderson Cancer Center
Too often, PX efforts are focused on fixing visible pain points – isolated symptoms of deeper systemic issues. True transformation demands a holistic approach that embeds experience into the DNA of the organization. This closing presentation will focus on how leaders can move from fragmented PX initiatives to integrated, enterprise-wide strategies that align people, processes and data around what matters most: the needs of patients, families and staff.
- Quantify and communicate the value of holistic PX, linking experience to quality, retention and financial outcomes
- Simplify and integrate PX measures to reveal system-level insights that drive improvement and performance
- Embed PX into enterprise priorities, culture and decision-making to create alignment and accountability at every level
3:05 pm - 3:35 pm
Presentation | Fixing Patient Access with Smarter, Real-Time Communications
Ashley Curry -
Sr. Manager, CX Healthcare,
CSG
Discover how healthcare teams are using real-time, digital communications to simplify scheduling, deflect avoidable calls, and get patients the care they need faster. Hear practical, real-world examples that show how modern engagement tools drive operational efficiency and better health outcomes.
Sponsored by: CSG
4:15 pm - 4:45 pm
1:1 Business Meetings
4:50 pm - 5:20 pm
Panel Discussion | Rethinking Loyalty and Access in the Age of the Healthcare Consumer
Jonathan Beltran -
Senior Director, Marketing Analytics & Operations,
Keck Medicine of USC
Sam Choi - VP Product Experience and Digital Design, Centene Corp
As patients adopt more consumer-driven behaviors and practice whole-person care, PX leaders must rethink their traditional models and approaches. With access to care worsening and loyalty harder to earn, this panel explores how health systems can adapt to shifting expectations. Featuring voices from inside and outside healthcare, experts will discuss:
- How can healthcare organizations build a strong brand that fosters meaningful connections with patients?
- What lessons from non-healthcare industries can help us rethink traditional approaches to patient experience?
- How can healthcare organizations expand beyond the traditional brick- and-mortar model to meet patients’ evolving expectations?
8:00 am - 8:30 am
Champagne Solution-Swap Roundtables
These popular interactive roundtables allow you to brainstorm solutions with peers to your most pressing PX challenges. Select from the options available to ensure you are sat at a table with peers who have similar focuses to your own. Identify your biggest obstacles, exchange them with peers, and brainstorm fresh solutions in small groups with a glass of bubbles.
- The Access Imperative: Redesigning Care for Reach, Equity and Ease
- Redefining Connection in the Age of the Healthcare Consumer
- Aligning Human and Technological Intelligence for Real ROI
- The Leadership Edge: Driving System-Wide Transformation Through Human Experience
