Day 2

The AI storm has calmed, and the reality of implementation has set in. This in-depth case study showcases the real-world journey of AI implementation in PX, from initial excitement to the realities of day-to-day impact. Through a candid, data-driven narrative, learn how one organization navigated the challenges of adoption, measured true ROI and learned from both successes and setbacks.

• The step-by-step strategies used to maximize AI’s value in PX while sidestepping common pitfalls
• What worked, what didn’t and how the team adapted along the way, with a focus on transparency and continuous improvement
• A framework for evaluating new AI opportunities in your organization

Jason Szczuka

Chief Digital Officer
Bon Secours Mercy Health

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Health systems today face a dual mandate: elevate the patient experience while simultaneously driving greater operational efficiency. Meeting rising expectations requires more than traditional outreach—it demands a smarter, more personalized approach to engagement.

• Transform personalized outreach into real patient action—driving action, improving adherence and supporting better outcomes
• Leverage rooming time as a value-added moment, converting waiting and preparation time into targeted education and meaningful engagement
• Integrate procedure videos into a broader education strategy, supporting clinical efficiency by saving time

Sponsored by: PatientPoint

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April Jones

Executive Vice President, Provider Solutions
PatientPoint

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Jeffrey George

Market VP, Hospital and Provider Solutions
PatientPoint

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As patients move between providers of care to achieve their desired health outcomes, the end result can be fragmented workflows and disconnect digital tools – leading to eroded trust, delayed access and fragmented experiences. In this panel, PX leaders will explore how they can create more seamless and navigable experiences across the healthcare ecosystem.

• What digital tools can unify the patient journey in an inclusive manner?
• How can community partnerships be leveraged to simplify access and strengthen continuity?
• How can leaders connect siloed services to reduce friction and improve outcomes?

Traquenna Smith Branch

Vice President Contact Centers & Strategy
Memorial Hermann Health System

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Caroline Carney

Chief Executive Officer
Magellan Health

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Ryan Lockwood

Vice President, Patient Experience
El Camino Health

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Patients calling a healthcare contact centre are often navigating a system that already feels overwhelming. The AI handling those calls needs to be accurate, compliant, and sensitive — and it needs to work with the clinical and administrative systems, as well across multiple different facilities with different requirements.

In this session, Omilia makes the case that most healthcare AI deployments fail not because the technology is wrong, but because the AI wasn't built for the complexity of healthcare.

Prior authorisations, insurance verification, appointment scheduling across multiple clinic systems - these are not FAQ interactions. They require deep integration, HIPAA-grade auditability, telephony level integrations and AI that adapts continuously as coverage terms and care protocols change, without manual retraining or vendor re-engagement.

True agentic AI doesn't wait to be retrained - it improves itself.

We'll cover

• How to deploy AI across a complex, multi-system healthcare environment

• Where LLMs add genuine value in healthcare service automation and where purpose-built voice AI is the right tool for live patient calls.

• What the Glass Box approach means for compliance teams who need a full audit trail on every automated patient interaction.

Deployment in two weeks. ROI in three months. Patient service that improves without adding to your team's workload.

Sponsored by: Omilia

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Henry Pezzo

Sales Director
Omilia

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Session Delivered by NiCE Cognigy

Sponsored by: NICE Cognigy

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In today’s healthcare environment, where high turnover and interconnected PX and EX experiences are prevalent, meaningful recognition is essential

• Foster meaningful engagement to drive measurable improvements in PX
• Leverage climate data to uncover experience and quality blind spots, informing long-term strategy
• Break down silos to achieve a unified, impactful “human experience” approach

Meghan Lahey

Vice President of Patient and Employee Experience
Legacy Community Health

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Provider skepticism toward patient experience initiatives is common—often rooted in competing priorities, change fatigue, and past efforts that failed to translate into meaningful clinical impact. This session explores how targeted training, collaborative rounding, and shared ownership can transform skepticism into authentic provider engagement and sustained partnership.

1. Identify common drivers of provider skepticism toward patient experience initiatives and recognize how competing priorities, past failures, and workflow misalignment influence engagement.
2. Apply targeted training strategies that build provider confidence, relevance, and ownership of patient experience without adding unnecessary burden to clinical practice.
3. Implement collaborative rounding models that strengthen trust, improve interdisciplinary relationships, and integrate patient experience principles into real-time clinical workflows.
4. Establish shared ownership frameworks that align providers, leaders, and care teams around clear expectations, accountability, and sustained experience outcomes.
5. Translate engagement strategies into measurable impact by connecting provider partnership to improvements in patient experience, caregiver engagement, and culture.

Felicia Hurst

Senior Director, Patient Experience
Children's Health

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Pamela Okada

Chief, Division of Pediatric Emergency Medicine
University of Texas Southwestern Medical Center

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