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 Experience,
Ascension
Adam Galea - Senior Director Consumer Experience, Ascension
9:15 am - 9:45 am
Presentation | From Hype to Health Impact: AI on the Frontlines of Care
Stephanie Lahr -
Chief Medical Information Officer,
IntelePeer
As both a health system executive and CMIO at a leading AI technology company, Dr. Stephanie Lahr brings a rare dual perspective on where AI in healthcare has moved beyond promise into practice. In this session, she will share what it takes to operationalize AI at scale—from early experimentation to real enterprise impact—highlighting lessons learned on clinical adoption, workflow integration, and measurable outcomes.
Looking ahead, Dr. Lahr will explore where AI is headed next and how healthcare leaders can prepare to turn today's momentum into lasting transformation across the patient journey.
Sponsored by: Intelepeer
10:25 am - 10:55 am
1:1 Business Meetings
Healthcare leaders are no longer afforded the luxury of choosing between operational excellence and transformation - we are expected to deliver both, simultaneously. This session explores what it means to lead between stability and change, where the real work of modern leadership lives.
Drawing from real system-level experience, we will examine the transformation of historically independent departments into a unified, enterprise-wide structure - highlighting the discipline, alignment, and persistence required to move from silos to systems. We will also explore the shift from legacy platforms to AI-forward capabilities, and the resistance that inevitably follows when comfort meets disruption.
Most importantly, this session will cut through theory to focus on what works in uncertain environments: clarity of vision without overconfidence, operational rigor without rigidity, and the humility to adapt in real time. Attendees will leave with practical insights on navigating tension, sustaining performance, and leading organizations that must run reliably today while building for tomorrow.
Because in today's healthcare landscape, success doesn't come from managing change - success comes from leading through the unprecedented changes.
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
1:10 pm - 2:00 pm
Networking Lunch
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
Sam Choi -
VP Product Experience and Digital Design,
Centene Corp
Matthew Eagens - System Vice President, Support Services, Sutter Health
Thomas Horal - Chief Information Officer, SVP of Patient Services, Carl R. Darnall Army Medical Center
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?
Thomas Horal
Chief Information Officer, SVP of Patient ServicesCarl R. Darnall Army Medical Center
8:00 am - 8:30 am
Champagne Solution-Swap Roundtables
Jay Arthur -
Vice President of Sales,
Liveops
Bill Trocano - Vice President of Sales, Liveops
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
