Day 1 | Wednesday, September 4
9:00 am - 9:30 am
Check-In Opens
9:30 am - 10:00 am
Exchange Orientation + Opening Remarks
10:00 am - 10:30 am
CMP Research Signature Study | The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Brian Cantor -
Managing Director, Digital,
Customer Management Practice
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
10:30 am - 11:00 am
MASTERCLASS | Blueprint for Success: How to Build & Evolve the Healthcare Contact Center
Steve Chambers -
Vice President, Enterprise Contact Center,
Sutter Health
As patient demands increase and expectations transform, healthcare contact centers must adapt to meet the needs and expectations of a multigenerational consumer base. Join us for an insightful keynote with Steve Chambers to explore the challenges, crucial buy-ins, and strategies uncovered in building Sutter Health’s omnichannel contact center. Sutter Health’s remote contact center handles 10-14 million annual omnichannel contacts among 1,600 agents, who manage scheduling, billing, customer service inquiries, desk support for the online patient portal, and more.
11:00 am - 11:30 am
EXPERT INSIGHT | Transform Patient Access Journeys from Registration to Continuum of Care
Mir Mahmood -
Senior Vice President, Operations,
Premier Home Health Care Services, Inc
Join us for a glimpse into innovative approaches that are reshaping patient access and experience in the dynamic landscape of home health care delivery. Learn effective strategies to ensure seamless information flow between the patient and both personal and paid caregivers to other participants in the care journey. Explore the impact of AI and predictive analytics in predicting potential risks and fostering positive health outcomes. Gain actionable insights into leveraging technology to adapt care delivery to patients’ diverse needs and optimize every step of the patient journey.
11:30 am - 12:30 pm
Sunshine State Social Lunch: Meet & Greet
12:30 pm - 2:00 pm
Business Meetings
2:00 pm - 2:15 pm
Bayfront Breather Break
Session TBD
Session TBD
3:00 pm - 3:30 pm
KEYNOTE | Unlock the Future: The Role of Generative AI in Healthcare Transformation
Vivek Goel -
Chief AI Strategist,
Wellness Connection
Generative AI is reshaping the healthcare landscape, from self-service scheduling tools and automated reminders to utilizing rich patient data from remote monitoring devices. Join us to discover the transformative potential and power of leveraging generative AI to create predictive, proactive, and person-centric care delivery. Through real-world examples, we'll delve into the impact on diagnostic accuracy, treatment efficacy, and patient outcomes. This session will inspire attendees to disrupt healthcare paradigms by leveraging generative AI to create hyper-personalized care plans.
3:30 pm - 3:45 pm
Hydration Break
3:45 pm - 4:45 pm
Business Meetings
4:45 pm - 5:15 pm
PANEL | Building Bridges: Integrating Employee & Patient Experiences for Value-Based Care
Edison Bond Jr. -
Chief Patient Experience Officer,
Episcopal Health Services, Inc.
David Weisman - Chief Experience Officer, NYC Health + Hospitals
Brian Cantor - Managing Director, Digital, Customer Management Practice
Explore the critical role of creating a cohesive healthcare ecosystem where employee and patient well-being intersect to drive value-based care and positive outcomes.
During this session, our experts share:
- How to align organizational goals with the needs of both employees and patients for exceptional care delivery and improved patient outcomes.
- Leadership strategies to integrate shared decision-making and evidence-based tactics into care delivery.
- Actionable approaches to create a foundational culture of empathy, gratitude, and engagement that enhances the human experience for patients and employees alike.
