Erin Mellema

Vice President, Client Success Partner TTEC

Erin Mellema is Vice President of Client Success for TTEC’s Healthcare portfolio, bringing nearly 20 years of BPO experience, including 15 years dedicated to healthcare. As Healthcare and Provider Strategy lead, Erin partners with national and regional payers and providers to transform member and patient experiences while delivering measurable business results.

Her expertise spans every critical function including operations, training, quality, workforce management, and strategic solutions, giving her a comprehensive perspective that drives accountability and performance. Erin is recognized for building high-performing teams and implementing proactive strategies that reduce costs, optimize staffing, and improve engagement throughout the year. A strong advocate for innovation, Erin leverages technology to align with client mission metrics and objectives. She integrates CCaaS, CRM, advanced analytics, and AI to create solutions that enhance efficiency, increase revenue, and elevate care experiences. With a proven record of success across leading healthcare organizations, Erin combines deep industry knowledge with a relentless focus on client-centric outcomes, positioning her as a trusted voice in healthcare CX strategy.

Her leadership continues to shape the future of healthcare CX, making her a recognized voice in the industry.

Day 3: Sustaining the Momentum: Embedding PX Into Culture and Practice

10:45 AM Panel: Looking Ahead: The Future of Patient Experience in a Rapidly Changing Healthcare Landscape

Now more than ever, healthcare faces a future marked by uncertainty and rapid change. From shifting policies and emerging technologies to rising patient expectations, the landscape is evolving faster than ever. The question isn’t just how to keep up—but how to lead.

In this forward-looking session, industry experts will explore the trends, disruptions, and challenges reshaping the future of patient experience. Learn how top organizations are staying agile, centered on the patient, and prepared to thrive in the years ahead.

Analyzing the key internal and external factors—including policy changes, economic pressures, and technological disruptions—that are currently impacting and are expected to influence patient experience in the coming years
Explore proactive strategies and adaptable frameworks that enable healthcare organizations to navigate uncertainty, maintain a patient-centered focus, and effectively respond to evolving healthcare landscapes
Discover innovative approaches and best practices for leveraging technology, fostering a culture of agility, and empowering patients as active partners in shaping the future of their care

Check out the incredible speaker line-up to see who will be joining Erin.

Download The Latest Agenda