Technological innovation has rapidly transformed the field of patient experience, but it’s easy to forget that people, not technology, are at the heart of it. Despite the exciting advances, it’s essential to pause and reflect on what truly drives patient experience: the people.

Join David Weisman, an advocate for people-centric care, as he directs attention back onto the human element of patient experience. The fundamental question will be addressed: “What is patient experience, and how do we ensure it remains human-centered in a tech-driven world?”

David Weisman

Chief Experience Officer
NYC Health + Hospitals/Queens

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Many healthcare organizations have goals for improving Patient Experience (PX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in. While that is the utopia, the reality is that many organizations will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their patients, all while ensuring they stay HIPAA-compliant. 

This session will give you some insight into: 

• The pitfalls and challenges brands face as they try to go from crawling to running in the PX space 
• Stories from the field looking at different types of PX improvements while using a few different technology platforms, and key learnings 
• Key takeaways for how to think about best solving for and ensuring that your PX goals are never hindered by bad data or limited technology

Mark Krebs

VP Global Sales
Celebrus

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C-Suite executives need to be convinced of the value of PX initiatives, though it’s not always possible to present its quantifiable impact. Finding a way to demonstrate value and ROI is essential for receiving investment into initiatives.

During this panel, leaders will explore strategies to effectively communicate the value of PX to C-Suite and prove its business impact. This discussion will cover:

Why exceptional patient experience is a direct driver of financial performance, from revenue growth to cost savings, and how to prove it

Opportunities to present the quantifiable impact of a positive patient experience on KPIs

How to create compelling stories and metrics that tie PX investments to organizational success

Laurie Wheeler

Chief Operating Officer, IS&T
Multicare

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Claus Jensen

Chief Technology Officer
University of Texas Medical Center & Dell Medical School

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As patients increasingly adopt consumer-like behaviors, healthcare organizations must shift their traditional approaches to meet the evolving expectations of today’s diverse patient populations. Yet, at the heart of every consumer remains a patient. Meeting these demands whilst preserving a compassionate, human touch is a fine line to walk. 

CVS is dedicated to navigating this balance and redefining patient care in today’s fast-paced and on-demand world. Join Srikant Narasimhan, Head of Enterprise Customer Insights & Experience, as he shares how CVS has achieved a humanized, consumer-centric approach at a large scale. Learn: 

• How to cultivate a shared mindset across the organization, aligning every colleague with a unified vision and purpose 
• The role of AI in empowering staff and enriching the human experience, rather than detracting from it 
• Why establishing strong foundations is fundamental to sustainable and effective innovation

Srikant Narasimhan

Vice President and Head of Enterprise Consumer Insights and Customer Experience
CVS

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Effective post-care communication helps patients feel valued and supports better long-term health outcomes. By automating these interactions, organizations can enhance patient support, reduce readmissions, and improve both patient satisfaction and efficiency of operations. With the help of automation, consider:

• The impact of prompt communication and post-care resources on better long-term health outcomes
• Approaches to effectively automate contact centers and follow-up processes in order to improve patient engagement and increase physician capacity
• How to ensure first-time solutions are effective in reducing readmissions

Healthcare innovation can transform the patient experience when we move beyond outdated strategies, remember the humans, and don’t settle for results that don’t quite hit the mark. Join us to poke holes in the way things have always been done, dream about better ways of working, and engage insights and case studies that drive people-first change in healthcare. We’ll explore the possibilities when the right people engage the right problem in the right way at the right time - thinking bigger and bolder about how non-traditional CX strategies can drive better business results.

Shawn Nason

Chief Experience & Innovation Officer
PatientPoint

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Patient feedback allows organizations to ask the specific questions they need answered, but declining response rates limit its effectiveness. Alternative interactions may provide a wealth of data that can be taken advantage of, despite not being specifically designed to gain insight.

This panel session will discuss where organizations can best gather actionable insights and explore how to tap into the sources available. Learn:

• The value of feedback from surveys while recognizing its limitations in providing a comprehensive picture of patients’ needs
• What alternative data can be found in contact center interactions to supplement gaps in survey responses
• How to transform insights into actionable plans and respond to patients’ needs

Marina Williams

CEO; Texas Health Surgery Center Irving
SCA Health

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Elizabeth Garcia

Vice President, Patient Experience
MD Anderson Cancer Center

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Effectively managing population health is crucial for improving overall health outcomes, saving on resources and increasing patient satisfaction. Engaging with communities in a way that is simple, accessible and personalized allows providers to improve health outcomes across the population, while also addressing the needs of underserved and high-risk groups.

In this presentation, insights will be shared into how key population metrics can be successfully achieved by investing in outreach and patient engagement strategies. Learn about:

• The use of simplified communication, personalized outreach and accessible care options in order to increase patient engagement
• Driving overall health and cost reductions by improving preventative care, reducing readmissions and fostering long-term health management
• How to improve access to health services by using technology to ensure patients remain well-informed and connected to care

“Given the complexity and instability we face in healthcare and the need for ‘speed of execution at scale’, our systems have to become stronger to improve the experience of giving and receiving care. The problem is not our people, it’s our systems, which are perfectly designed to get the results we achieve.” 

Join Korby Miller, a leader in rapid clinical and patient experience transformation. In this presentation, she will break down how building a branded, holistic operating system can drive meaningful change, enable transparency and empower staff to focus on delivering better care and experiences. Learn: 

• How focusing on systems first is what leads to the culture you aspire to 
• Why adopting a systems-based approach by integrating safety, quality, experience and operations leads to better outcomes at scale 
• The power of branding and transparency for creating engagement, alignment and a culture of learning and improvement 

Korby Miller

MS I/O Psy, CPPS, CPHQ, CPXP
Prisma Health

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