As healthcare systems expand across inpatient, ambulatory, and access channels, delivering a consistent, high-quality experience requires more than traditional patient experience strategies it calls for a shift toward customer obsession. In this session, Sven Gierlinger, Chief Experience Officer, will explore how Northwell Health is redefining experience by reducing friction and focusing on what matters most. 

The discussion will examine how expectations vary across the care continuum from high-acuity clinical settings to routine ambulatory interactions and why organizations must rethink how they define and engage "patients," "customers," and "consumers" in each context. Attendees will gain practical insight into operationalizing customer obsession at scale, aligning experience strategy with access and operations, and creating a more seamless, effortless journey that strengthens loyalty, reputation, and outcomes. 

The argument: PX leaders have optimized the measurable touchpoints (rounding scripts, HCAHPS, digital front door) but the experience that matters happens in the unmeasured spaces — the silence before bad news, the doorknob moment, the 90 seconds when a nurse decides whether to sit down. Reframe PX as a discipline of attention, not interaction design.