Day 2 | Thursday, September 25
7:30 am - 7:50 am
Rise & Shine Breakfast
7:50 am - 8:00 am
Chairperson's Opening Remarks
8:00 am - 8:30 am
Optum Fireside Chat | Beyond Automation: Unleashing Agentic AI at Optum
Brooke Lynch -
Divisional Director of Digital,
Customer Management Practice
The rise of agentic AI in 2025 marks a fundamental mindset shift. AI has proven itself to be a powerful tool, but now leaders at the forefront are looking at what’s next: AI as a teammate.
8:30 am - 9:00 am
Panel | Data to Design: Transforming Patient Insights into Experience Design
Maribeth Duggins -
Director, Customer Insights and Change Management,
McKesson
Vivek Goel - Chief AI Strategist & CEO, Wellness Connection
Brooke Lynch - Divisional Director of Digital, Customer Management Practice
Collecting feedback is just the first step—real impact comes from translating those insights into strategies that improve care, equity, and retention. This session brings together leaders who apply both quantitative and qualitative data to reimagine the patient journey and balance organizational goals with the needs of people at every level.
Key Focus Areas:
- Strategies for capturing and integrating feedback from patients, staff, and providers
- How to balance qualitative and quantitative insights to shape decision-making
- Balance experience priorities with resource and financial constraints
- Build tools and frameworks that turn diverse perspectives into consistent, measurable outcomes
9:00 am - 9:30 am
Effortless Learning, Effortless Care: Raising the Bar on Healthcare Service Delivery
Dr. Tiffany Cotterman PhD -
Vice President of Customer Experience,
Clear Harbor
In healthcare, every frontline interaction directly impacts the patient experience. Clear Harbor has redefined what it means to partner with a service provider by embedding a proven, brain-based learning framework into the way we train and develop our agents. This approach, grounded in the science of learning, ensures that agents consistently deliver patient-centered care that enhances outcomes and strengthens brand trust.
In this engaging session, Dr. Tiffany Cotterman, Vice President of Customer Experience at Clear Harbor, will share how this science-driven training model builds capable, confident agents who provide seamless, high-quality service for healthcare organizations. Attendees will see how effortless learning leads to consistent performance, making it possible to deliver an effortless patient experience at scale.
Key takeaways:
- Why effortless patient care begins with effortless agent learning
- How brain-based strategies maximize learning, retention, and consistent performance
- How Clear Harbor’s training approach raises the bar on healthcare service delivery
Sponsored by: Clear Harbor
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Networking Break
11:30 am - 12:00 pm
From Conversations to Clarity: Transforming Healthcare Customer Experience Through Intelligent Conversational Analytics
Taryn Risucci -
Chief Sales & Distribution Officer, Individual Markets,
Unitedhealthcare
Lisa DeFalco - CEO & Founder, TPG
Lisa DeFalco, Founder and CEO of TPG Inc., and Taryn Risucci, Chief Sales & Distribution Officer, Individual Markets at UnitedHealthcare, will be diving into how Anna® is helping healthcare organizations raise CSAT, NPS, and revenue by listening to 100% of interactions and turning insights into action.
This session will showcase real-world implementations and the measurable business impact of comprehensive interaction monitoring in healthcare organizations.
Sponsored by: Anna® powered by TPG Inc.
12:00 pm - 1:00 pm
Networking Lunch & Learn
When it comes to redesigning access, the first step can be one of the hardest. Jessica McAllister has led turnaround work across multiple health systems, improving scheduling, call center performance, and digital access. The secret isn’t a massive overhaul all at once, but a disciplined approach to prioritization, scaling, and hands-on improvement that builds momentum.
Take away a practical framework for evaluating, prioritizing, and sequencing access initiatives, along with actionable insights to kickstart transformation and scale success.
- Practical insights into what early-stage, ground-level transformation really looks like.
- A framework for identifying which access initiatives to tackle first.
- Cultivating shared understanding around the approach.
- Guidance on how to balance quick wins with long-term scalability.
- An open discussion space to compare challenges across different system sizes and maturity levels.
As customer expectations grow and talent models shift, organizations are rethinking how they deliver support to scale. In this peer-driven conversation, Jeremy Stroud, Vice President of Patient Services & IT Delivery, will kick things off with insights from Heartland Dental’s recent BPO expansion and explore unexpected outcomes around CX quality, team performance, and global agent engagement.
We’ll explore:
- Balancing in-house and outsourced teams for long-term impact.
- The role of global talent in delivering consistent, branded experiences.
- What to look for in and how to maximize a BPO partnership.
- Outcomes - both expected and unexpected - and lessons learned so far.
Walk away with new perspectives, peer insights, and practical strategies to evolve your own service model.
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:45 pm
Refresh & Re-energize Networking Break
3:45 pm - 4:15 pm
KEYNOTE CASE STUDY | From Scheduling to Scalability: Inside MetroHealth's Operational Overhaul
Arthur Price III -
Vice President of Access to Care,
Metro Health
Access to care starts with operational excellence, and Arthur Price, VP of Access at MetroHealth, is leading the charge. In this case study, he’ll unpack his approach to advancing access across a complex health system through optimizing ambulatory scheduling workflows, aligning contact center operations through ACD improvements, and building governance models that bring consistency to a decentralized system.
Strategies:
- Streamline ambulatory scheduling with decision trees and provider template optimization.
- ACD optimization for decentralized contact centers.
- Build governance models to ensure scalable, consistent access.
- CFTE mapping and analysis across clinical specialties.
4:15 pm - 4:30 pm
Quickfire Spotlight | Real Stories, Real Results
Paulina Kaminski -
Value Creation Lead, Strategy & Operations,
Innovaccer
In this fast-paced, TED-style session, join one of our featured solution providers as they take the stage for a sharp, focused 8–10 minute talk that highlights a real CX challenge - and the solution that made a measurable impact. Clear, concise, and results-driven.
Sponsored by: Comet Health
4:30 pm - 5:10 pm
Leadership Lab | Empowering the Future: Strategies for Employee Engagement, Career Workforce Development, and Generational Learning
Jaysa Boyer -
Head, Employer Engagement,
Ultimate Medical Academy
Dorian Pierce - Director Clinical Services, Washington University School of Medicine
Join us to explore innovative strategies to drive employee engagement, foster workforce development and enhance learning within organizations. The goal is to gain practical insights into creating a culture of continuous improvement, developing effective training programs, building a career architecture plan, and implementing engagement initiatives that both inspire and retain talent.
5:30 pm - 7:30 pm
Encore! House of Blues Reception
Keep it easy, breezy, and bluesy with smooth connections, apps + drinks, and some Chicago soul in one of the city’s most iconic venues.
