Dr. Shikha Desai

Today’s healthcare ecosystem spans a wide range of cultural backgrounds, generational perspectives, tech literacy levels, and communication preferences–not just for patients and members, but for the frontline teams who serve them. For an industry rooted in trust and human connection, it’s critical to design experiences that meet people where they are, whether through self-service, live agent support, or in-person care.

This session invites leaders to share challenges and best practices for building frontline strategies that are not only responsive to patient needs, but also supportive of a diverse, multi-generational workforce. Leave with actionable takeaways to better serve every patient and team member with respect, clarity, and consistency.