This session brings together patient and customer experience leaders to explore how patient voice—collected through both quantitative surveys and qualitative interviews—can be translated into actionable experience strategies. Panelists will share practical approaches to using patient insights to improve care access, enhance the patient journey, and optimize retention, while balancing organizational goals and resource constraints.
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.
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.
Expanding access takes more than opening up schedules – it requires intentional alignment across people, processes, and performance metrics. In this strategic discussion, Melba Ansah, Executive Director of Ambulatory Ops & Strategic Initiatives at UChicago Medicine, will walk through her organization’s TARGET (Template, Access, Realignment, Growth, Efficiency, Transparency) initiative, designed to drive enterprise-wide improvements in provider availability, operational efficiency, and access to care.
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:
Walk away with new perspectives, peer insights, and practical strategies to evolve your own service model.
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:
Surveys are just the start. From pre-care logistics to post-visit feedback, leading organizations are turning real-time sentiment and feedback data into fuel for better outcomes and measurable ROI.
Key Takeaways:
Whether you're just getting started or looking to level up your strategy, you’ll leave with actionable takeaways for leveraging data to put your patients at the center of every decision.
Today, we will 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.