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

See Bio

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

April Jones

Executive Vice President, Provider Solutions
PatientPoint

See Bio

Jeffrey George

Market VP, Hospital and Provider Solutions
PatientPoint

See Bio

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

See Bio

Caroline Carney

Chief Executive Officer
Magellan Health

See Bio

Provider success depends on effective training and support in the face of evolving healthcare workflows. With examples in AI-enabled productivity, collaborative platform and digital learning strategies, this session provides practical and human-centric approaches to help clinicians and staff thrive in a technology-rich environment.

• Foster confidence and autonomy so clinicians can leverage technology to enhance care
• Understand how workforce readiness has translated into improved patient experience, efficiency and satisfaction
• Strategies for upskilling teams and reducing technology-related friction

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

See Bio

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

See Bio

Pamela Okada

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

See Bio

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

Carol Lewis

Chief Patient Experience Officer, ad interim
MD Anderson Cancer Center

See Bio