CX Healthcare West USA Agenda - Day 1

8:00 - 8:30 REGISTRATION & COFFEE

8:30 - 8:35 HOUSEKEEPING REMARKS AND EXCHANGE WELCOME

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Denise Wiseman

Chief Community Manager and Founder
The PX Community

8:45 - 9:15 OPENING KEYNOTE PRESENTATION – HUMAN-CENTRIC HEALTHCARE: KEEPING PEOPLE AT THE HEART OF EXPERIENCES

David Weisman - Chief Experience Officer, NYC Health + Hospitals/Queens

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?”

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David Weisman

Chief Experience Officer
NYC Health + Hospitals/Queens

9:15 - 9:45 PRESENTATION – UNCOVER YOUR DATA GAPS: HOW TO FIX THE FRACTURES IN YOUR DIGITAL IDENTITY DATA WORKFLOWS & UNLEASH THE BEST PX

Mark Krebs - VP Global Sales, Celebrus

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
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Mark Krebs

VP Global Sales
Celebrus

9:45 - 10:25 KEYNOTE PANEL DISCUSSION – DEMONSTRATING THE CRITICAL VALUE OF PATIENT EXPERIENCE TO SECURE C-SUITE BUY-IN

Laurie Wheeler - Chief Operating Officer - IS&T, Multicare Health System
Pinaki Ghosh Ray - Vice President, Outsourcing & Strategy, Prime Healthcare

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

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Laurie Wheeler

Chief Operating Officer - IS&T
Multicare Health System

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Pinaki Ghosh Ray

Vice President, Outsourcing & Strategy
Prime Healthcare

10:25 - 10:55 PRESENTATION – AI-DRIVEN PATIENT ACQUISITION: PREDICTING ER VISITS BEYOND YOUR EHR

Lloyd Fobi - Chief Information & Digital Officer, St. Charles Health System


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Lloyd Fobi

Chief Information & Digital Officer
St. Charles Health System

11:00 - 11:30 1:1 BUSINESS MEETINGS

11:35 - 12:05 1:1 BUSINESS MEETINGS

11:00 - 11:30 THINK TANK – TECHNOLOGY VERSUS TOUCH: FINDING EQUILIBRIUM IN THE CONTACT CENTER TO MEET INDIVIDUAL PATIENT NEEDS

In contact centers, patients often have different preferences when it comes to interaction – some prefer self-service digital solutions, while others need the empathy and guidance that only a human agent can provide. This creates a challenge in determining how to effectively blend automation with human support. When patients are directed to their non-preferred channel, whether automated or human, it can lead to frustration and a poor experience.

 

In this think tank, we will discuss whether there is the ‘perfect’ balance between technology and human interaction in a contact center and, if so, how it can be achieved. In what way can we consider the creation of flexible systems that adapt to patients’ needs in real time?

11:35 - 12:05 COFFEE & NETWORKING

12:05 - 12:35 PRESENTATION – EMPOWERING PATIENT EXPERIENCE: ELEVATE HEALTHCARE CONNECTIVITY WITH MODERN AND RELIABLE CLOUD COMMUNICATION

John Poli - Industries Principal, Health Care, RingCentral

Healthcare institutions must prioritize security and adaptability to thrive in the digital age of patient and staff engagement. Modern cloud communication offers the solution to meet these evolving needs. Patients, members, and providers demand a simplified, secure, and comprehensive communication strategy that ensures seamless engagement before, during, and after care.


As managing conversations across messaging and video channels has become critical in 2025, it’s essential to adopt innovative communication strategies to keep patients engaged and informed. Join us to explore how an enhanced platform can transform patient experiences, enhance satisfaction, and streamline operations with

secure and reliable connectivity. We’ll cover:


  • How digital patient engagement approaches create operational advantage
  • Dynamic care coordination with modern cloud communications
  • How to streamline communications tools & optimize engagements
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John Poli

Industries Principal, Health Care
RingCentral

12:40 - 13:10 1:1 BUSINESS MEETINGS

12:40 - 13:10 THINK TANK – UNLOCKING THE FULL POTENTIAL OF TELEHEALTH TO CREATE ACCESSIBILITY FOR ALL

Telehealth has presented a transformative opportunity to improve healthcare access for underserved populations. Yet, reliance on technology introduces new challenges, including limited digital literacy, inconsistent internet access and lack of familiarity with telehealth platforms. Offering telehealth services without strategies in place to combat these challenges will only impact the desired outcomes.

 

In this think tank, we will discuss:

 

  • How to proactively deliver telehealth services to underserved populations and communities
  • What role education plays in improving the effectiveness and adoption of telehealth offerings
  • The hybridization of service delivery to ensure optimal inclusivity and continuity of care

13:10 - 14:00 NETWORKING LUNCH BREAK

14:00 - 14:30 1:1 BUSINESS MEETINGS

14:00 - 14:30 THINK TANK – LEAVING LEGACIES BEHIND: OVERCOMING THE PRACTICAL CHALLENGES OF UPDATING IN-HOUSE SYSTEMS DURING TECHNOLOGY IMPLEMENTATION

The rate at which technology is changing in today’s world makes adaptability key for keeping ahead of the curve. This becomes a challenge when organizations delay replacing their legacy systems. Failing to keep up can lead to inefficient systems and a diminished patient experience.

 

By addressing the obstacles posed by outdated systems, organizations can ensure their services meet the speed and quality that patients expect.


In this think tank, we will explore structured approaches to replacing legacy systems, enabling streamlined experiences and improved patient satisfaction.

14:30 - 15:00 PRESENTATION – FROM NAYSAYERS TO CHAMPIONS: DRIVING BETTER BUSINESS RESULTS WITH NON-TRADITIONAL CX STRATEGIES

Shawn Nason - Chief Experience & Innovation Officer, PatientPoint

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.

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Shawn Nason

Chief Experience & Innovation Officer
PatientPoint

15:05 - 15:35 1:1 BUSINESS MEETINGS

15:05 - 15:35 THINK TANK – THE INTERSECTION BETWEEN PATIENT EXPERIENCE AND HEALTH EQUITY: BUILDING INCLUSIVE, PATIENT-CENTERED CARE

Ensuring equitable patient experience is essential to addressing the diverse needs of patient populations. PX leaders must develop strategies and solutions that reflect and accommodate this diversity, fostering an inclusive environment where every patient feels valued and cared for. Improving PX goes beyond enhancing satisfaction – it involves identifying and addressing the equity-related barriers that patients face.

 

This think tank will focus on the dynamic relationship between PX and health equity. Explore how PX can serve as a vital tool for measuring equity outcomes, and how integrating equity into PX strategies can lead to a more comprehensive, patient-centered care.

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

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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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Brad Shaink

Executive Director of Innovation & IT Business Applications
Houston Methodist

16:15 - 16:45 PRESENTATION – THE SECRET TO BETTER EXPERIENCES: PROACTIVELY MANAGING YOUR POPULATION'S HEALTH

Michael Helle - Interim Vice President of Population Health, Ucsf Health

As healthcare continues to evolve, leading organizations are adopting proactive, value-driven strategies that integrate quality, safety, and patient satisfaction. In this session, Michael Helle will explore how Population Health at UCSF serves as a key driver in improving outcomes, optimizing resources, and enhancing patient experiences.


Michael will share how simplifying access to care, personalizing engagement, and fostering strong community connections empower providers to deliver better health outcomes at scale—while meeting the unique needs of every patient.


Key Takeaways:

  • Maximizing Impact: How investing in outreach and engagement strategies drives measurable improvements in population health.
  • Enhancing Access: Proven strategies to improve equitable access to care and ensure patients stay informed, supported, and connected.
  • Improving Patient Experience: How health systems can build long-term patient satisfaction by aligning services with evolving community needs.


Join this session to learn how a proactive approach to population health management can create better patient experiences and sustainable healthcare outcomes.

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Michael Helle

Interim Vice President of Population Health
Ucsf Health

16:50 - 17:20 1:1 BUSINESS MEETINGS

17:25 - 17:55 1:1 BUSINESS MEETINGS

16:50 - 17:20 THINK TANK – MAXIMIZING FEEDBACK ENGAGEMENT: ASSESSING APPROACHES TO BOOST PATIENT RESPONSE RATES

Structured feedback rates from patients have reached an all-time low, yet gathering feedback remains essential for improving the patient experience. Feedback offers crucial insights into patient needs and expectations, helping organizations set targets to meet them.

 

Without sufficient data and guidance from patient feedback, addressing gaps in patient experience becomes increasingly challenging. This think tank will explore how to improve feedback response rates and leverage in-house touchpoints to maximize engagement, acquiring more data to identify and address patient pain-points.

17:25 - 17:55 COFFEE & NETWORKING

17:55 - 18:25 PRESENTATION – SYSTEMS APPROACH FOR REAL AND SUSTAINED TRANSFORMATION

Join this presentation to learn how building a branded, holistic operating system can drive meaningful change, enable transparency and empower staff to focus on delivering better care and experiences.

 

  • 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 
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Denise Wiseman

Chief Community Manager and Founder
The PX Community

18:30 - 20:30 NETWORKING DRINKS RECEPTION