CX Healthcare Exchange East - Day 1

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Toni Land

Chief Patient Experience Officer
Landing Exceptional Experiences

8:45 - 9:15 The Patient Journey of a Thousand Voices Begins with A Single Channel: Omnichannel Management that Benefits Patient, Provider and System

Kristin Ebert - Chief Experience Officer, Mercy Health
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Kristin Ebert

Chief Experience Officer
Mercy Health

9:15 - 9:45 Building Compelling Stories with your CX Data



9:50 - 10:20 One-to-One Business Meetings

10:25 - 10:55 One-to-One Business Meetings

9:50 - 10:20 Creating a Healthy Eco-system: Efficient Process Management Between Different Health Systems
Crystal Broj - Chief Digital Transformation Officer, Medical University of South Carolina
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Crystal Broj

Chief Digital Transformation Officer
Medical University of South Carolina

10:25 - 10:55 One-to-One Business Meetings

11:00 - 11:45 No Weak Links: A View of Patient Centricity from Every Part of the Patient Journey

Roxie Wells - Chief Physician and Patient Experience Officer, Novant Health
Jill Mabry - Vice President, Patient Experience, Novant Health
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Roxie Wells

Chief Physician and Patient Experience Officer
Novant Health

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Jill Mabry

Vice President, Patient Experience
Novant Health

11:45 - 12:15 The Human Experience in Mechanical Hands: Leveraging A.I. To Build Empathetic Connections in Patient Contact



12:20 - 12:50 One-to-One Business Meetings

12:50 - 13:50 Networking Lunch

13:50 - 14:20 One-to-One Business Meetings

14:25 - 14:55 One-to-One Business Meetings

12:20 - 12:50 Patient Experience Networking Bingo

12:50 - 13:50 Creating Purposeful and Personalized Conversations to Improve Outcomes for Your Patients


13:50 - 14:20 One-to-One Business Meetings

14:25 - 14:55 Protecting your Digital Front Door: Enhancing Cybersecurity while Reducing Friction for Patients and Physicians


15:00 - 15:30 Plenary Presentation: Patient-Centric or Customer Obsessed? Working Backwards to Identify Pain Points and Transform the Customer Experience

Sunita Mishra - Chief Medical Officer, Amazon
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Sunita Mishra

Chief Medical Officer
Amazon

15:30 - 16:00 Perfecting Service Design - Understanding User Needs for Exceptional Outcomes

16:05 - 16:35 One-To-One Business Meetings & Networking

16:40 - 17:10 One-To-One Business Meetings & Networking

16:05 - 16:35 One-To-One Business Meetings & Networking

16:40 - 17:10 It Takes a Village: Addressing Community Health Issues for the Patient Experience

ROUNDTABLE 1

17:15 - 18:15 No PX Without EX: The Power Of Empathy In Patient And Employee Experience Transformation
Patricia Kenney - Executive Director; Patient Experience and Clinical Engagement, Tallahassee Memorial HealthCare
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Patricia Kenney

Executive Director; Patient Experience and Clinical Engagement
Tallahassee Memorial HealthCare

ROUNDTABLE 2

17:15 - 18:15 Helping Small Data Thrive in a Big Data World
Tannasia Gonzalez - Deputy Chief Quality Officer, Jewish Board of Family and Children’s Health
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Tannasia Gonzalez

Deputy Chief Quality Officer
Jewish Board of Family and Children’s Health

ROUNDTABLE 3

17:15 - 18:15 Violence Is Not the Healthcare Experience

ROUNDTABLE 4

17:15 - 18:15 Digital Health Platforms are the Modern Pharmacy
Madeline Camejo - Vice President and Chief Pharmacy Officer, Baptist Health South Florida
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Madeline Camejo

Vice President and Chief Pharmacy Officer
Baptist Health South Florida

18:15 - 18:30 Day 1 Closing Remarks

21:00 - 21:15 Drinks Reception