NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR SENIOR EXPERIENCE LEADERS IN HEALTHCARE
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,
Blue Zones Health
8:45 am - 9:15 am
Presentation | Making Tension Productive in Healthcare for Better Access and Experiences
Healthcare is existing in a tension between what patients need and what organizations can realistically deliver. This keynote will showcase how one organization envisions the path forward at this pivotal moment through their TLC approach.
- Enable providers with technology for real productivity and reduce strain
- Shift from profit- to care-driven priorities to sustain access and rebuilt trust
- Diversify leadership to unlock broader perspectives and drive innovation
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
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
Jamie Hall - Co-Founder & Chief Technology Officer, 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
Presentation | What Building Google Brain’s LLMs Taught Me About Delivering Safe And Exceptional Patient Experiences With AI
Jamie Hall -
Co-Founder & Chief Technology Officer,
Lorikeet
Lorikeet exists because patients deserve better support. Its platform allows businesses with complex needs to scale exceptional and safe customer experience. Every patient should expect 24/7 support through the channel of their choice, and companies should be able to resolve their issues, not just tell them what to do.
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.
3:05 pm - 3:35 pm
Presentation | Improving Member Access with Real-Time, Digital Communications
Learn how medical insurers are using real-time communications to deflect avoidable calls, clarify coverage and next steps, and support members before issues escalate. See real examples of how smarter engagement improves service efficiency while supporting better health outcomes.
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
Subhayu (Archie) Dey - Vice President, Consumer Experience and Insights, SCAN Health Plan
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
