Resource Library

Download the Sponsorship Prospectus to learn more about opportunities for the upcoming CX Healthcare Exchange.

Explore the following:

• Glimpse into the expert speaker panel
• Info on the unique Exchange model
• 2025 attendee details
• Key themes & formats
• Package information
• 2026-2027 CX Exchange calendar

CE Design & Execution partners with healthcare and wellness organizations to build scalable, trust‑driven systems that align people, process, technology, and culture. Their work transforms fragmented acquisition models into disciplined, high‑performing engines that restore confidence, increase conversions, and support sustainable growth. With a focus on operational clarity and customer‑centric design, they help brands scale what actually works.

Check out this real-life case study 

This is the type of outcome our sponsors work towards at the CX Healthcare West Exchange: focused, system‑backed transformation created through direct collaboration with senior healthcare decision‑makers.

A comprehensive guide for senior healthcare CX leaders on building ethical, transparent, and human‑centered AI strategies. Drawing on CX Network research showing that 67 percent of leaders say customers are concerned about ethical AI use and 38 percent rank AI data usage among their top concerns, this resource explores the essential pillars of responsible AI in patient and member experience.

The guide covers data privacy, AI transparency, human oversight, bias mitigation, and regulatory compliance, with real-world examples from organizations such as Zoom and Totaljobs. It highlights why ethical AI is now a strategic imperative for healthcare—critical for trust, safety, regulatory alignment, and improved patient satisfaction.

Senior CX executives will find actionable frameworks, governance checklists, and expert insights from various leaders, helping them design AI systems that protect patient data, reduce risk, and elevate human‑centric care.

Ideal for healthcare organizations seeking to responsibly scale AI across contact centers, digital front doors, and patient engagement journeys.

Discover the definitive 2026 roadmap for Customer Experience transformation.

This research‑driven report reveals the four AI‑powered trends reshaping CX across global enterprises—and provides senior CX leaders with the strategic clarity needed to drive measurable impact in an era of heightened customer expectations and rapid technological change.

Built on insights from CX executives at Super Retail Group, Cigna Healthcare, Liberty Specialty Markets, Expereo, and Tata Communications, the report explores how AI‑first journeys, voice AI, AI agents, and agentic AI are redefining discoverability, personalization, and operational scale. 

Senior leaders will learn how to simplify fragmented tech stacks, unify data for real‑time decisioning, and build the governance and operating models required to deploy AI responsibly. The report also highlights the rising pressure on customer trust and cognitive load, emphasizing that “customers are becoming more selective, less loyal, and harder to win” —and outlines the investments that will differentiate resilient organizations in 2026 and beyond. Packed with case studies from the airline, automotive, and banking sectors, this guide shows how AI‑native platforms are already delivering 25–55% efficiency gains and double‑digit improvements in satisfaction. It’s an essential resource for CX executives seeking to future‑proof their strategy, decouple growth from headcount, and deliver adaptive, emotionally intelligent experiences at scale.

Patient and member expectations are being reshaped faster than most healthcare organisations can respond. From AI-powered service journeys to the growing threat of cyber attacks on sensitive health data, the forces driving CX change in 2026 will demand clear-eyed leadership from those responsible for the patient and member experience.

This essential guide from CX Exchange examines the four trends defining customer experience this year — and what they mean specifically for healthcare providers, health insurers, and digital health organisations.

Inside, you'll discover:

• Why AI is fundamentally changing how patients and members find, evaluate, and access healthcare services — and what ChatGPT's Instant Checkout signals about the future of health consumer journeys
• What Klarna's very public AI reversal reveals about the non-negotiable role of human agents in sensitive, high-stakes service environments like healthcare
• How the wave of major cyber attacks in 2025 is raising the bar on data trust and transparency — and why healthcare organisations face the highest expectations of any sector when it comes to protecting patient data
• Why cost-pressured consumers are scrutinising the value of every healthcare interaction, and how CX investment protects loyalty when patients and members have more choice than ever
• The future of the healthcare contact centre: how human-AI collaboration is improving fraud detection, response consistency, and patient outcomes — and why measuring success by outcomes rather than call times is now imperative

For CX leaders in hospitals, health systems, health insurance, and digital health, this report delivers the strategic intelligence you need to stay ahead of the shifts redefining what patients and members expect in 2026.

Download your free copy and prepare your organisation for the CX trends that will matter most in healthcare this year.

In healthcare, the pressure to adopt AI has never been greater — but deploying it without the right foundations doesn't just waste budget, it risks the patient and member trust your organisation has spent years building. For CX leaders in health systems, health insurance, and digital health, 2026 is the year where deliberate, well-structured investment will separate those who see real returns from those still running pilots that never scale.

This practical guide from CX Exchange draws on direct insights from the CX leadership team at Cigna Healthcare, alongside senior practitioners from across the industry, to give you a clear investment roadmap for the four trends reshaping healthcare CX right now.

What you'll take away:

• Why clean, unified first-party patient and member data is the single most critical investment a healthcare CX leader can make in 2026 — and why so many AI initiatives are already failing without it
• How to move from reactive, batch-campaign communications to real-time, AI-powered decisioning that anticipates patient needs, reduces friction across care journeys, and drives long-term member retention
• Why purpose-built, compliance-aware AI models outperform generic tools in regulated healthcare environments — including specific use cases in voice AI, risk assessment, service recovery, and clinical support operations
• How to address the change management and organisational culture challenges that cause more than half of all AI programmes to stall before they deliver value
• A framework for proving CX ROI to healthcare leadership and boards, grounded in McKinsey research showing up to 50% of AI projects fail to scale without the right measurement infrastructure
• Direct guidance from Cigna Healthcare's CMO on how to maximise the data assets your organisation already has — without expensive new datasets — and why interoperability must be your core technology selection criteria

For healthcare CX leaders who need to justify spend, demonstrate outcomes, and build AI-ready foundations that meet the unique compliance and trust demands of the sector, this is the investment guide you need going into 2026.

Download your free copy and turn patient and member experience investment into measurable clinical and commercial results.

Healthcare CX leaders are operating in one of the most complex and consequential environments of any sector. The stakes of getting it wrong — eroded patient trust, poor health outcomes, regulatory risk, and member churn — are uniquely high. And yet the pressure to chase every new AI capability, digital tool, and experience innovation has never been more intense.

This guide from CX Exchange brings together a panel of senior CX practitioners to answer the question that every thoughtful healthcare experience leader is wrestling with in 2026: how do you embrace meaningful innovation without being distracted by the noise?

Inside, you'll find four practical frameworks to help you:

• Ground every patient and member experience decision in the outcomes that actually matter in healthcare — building trust, reducing avoidable friction across care journeys, and growing long-term member loyalty — rather than adopting technology because competitors are doing it
• Understand the two specific ways AI hype is distorting decision-making in healthcare organisations right now, and the four proactive steps that keep leaders focused on purpose rather than process
• Navigate the critical and uniquely sensitive line between helpful personalisation and surveillance in healthcare — where using patient data in unexpected ways doesn't just feel intrusive, it can actively damage the therapeutic relationship and trigger regulatory scrutiny
• Overcome the competing priorities and decision paralysis that consistently rank as the greatest challenge facing CX practitioners, with a clear framework for starting small, proving value, and expanding from there
• Understand why your patients' and members' fundamental needs are more stable than the hype suggests — and why being a considered, fast follower is often a smarter and safer strategy in a regulated sector than racing to lead on every new technology

What makes this guide essential reading for healthcare CX leaders is its grounding in practitioner reality rather than vendor aspiration. It acknowledges the unique pressures of regulated, high-stakes service environments and gives you the frameworks to make confident, defensible decisions about where to focus, what to ignore, and how to build patient and member experiences that deliver lasting value.

For CX leaders in hospitals, health systems, health insurance, and digital health who are tired of hype cycles and need a clear-eyed, experience-led perspective on where to focus in 2026, this is the guide that cuts through. Download your free copy and start leading healthcare CX with clarity, confidence, and purpose.

Hear from CipherHealth, one of our continued partners across the CX Healthcare Exchanges who have seen tangible ROI due their attendance.

Through the expert match-making structure, closed-door setting of the events with an elite audience, CipherHealth created over 50% revenue generating opportunities from conversations at the Exchange.

See what doors opened for them at the Exchange by downloading the case study now.

Download the CX Healthcare West Post-Event Report Discover the key insights, strategies, and innovations that are reshaping patient experience across the healthcare sector. The CX Healthcare West 2025 event brought together industry leaders, CX pioneers, and healthcare professionals to explore cutting-edge solutions and real-world success stories.

📊 What’s Inside the Report?

• Exclusive highlights from keynote sessions and panel discussions
• Actionable takeaways to elevate your CX strategy
• Emerging trends in digital health, AI, and patient engagement
• A full audience breakdown and brands in attendance

Whether you're a CX leader, healthcare executive, or innovation strategist, this report is your roadmap to delivering more empathetic, efficient, and impactful care. 👉 Download now and stay ahead in the evolving world of healthcare experience.