Healthcare experiences begin long before a patient enters a care setting and continue well beyond the traditional survey. Consumers are sharing signals about access, trust, friction, expectations, and intent across the digital front door, search, online reviews, contact centers, social channels, and other everyday interactions. Yet many healthcare organizations still rely primarily on downstream, episodic measures of patient experience. This fireside chat will explore how healthcare systems can "shift left" to understand the holistic consumer journey, connect the identities of consumer, patient, and customer, and turn upstream and unstructured signals into meaningful action. Panelists will discuss how expanding the aperture beyond CAHPS can help organizations identify emerging needs, improve access and digital experiences, strengthen trust, and create more connected experiences across the healthcare journey. 

Experience outcomes rarely improve strategy alone; they improve when leaders at every level consistently show up with the behaviors that build trust, reliability, and accountability. In this fireside chat, we'll explore what effective leadership development looks like in today's healthcare environment and how to connect it directly to measurable patients and workforce experience results. The conversation will cover which leader behaviors most predict experience performance, how to design development that sticks (coaching, rounding, feedback loops, and peer accountability), and how to measure impact beyond course completion linking capability growth to culture, retention, quality, and PX metrics. 

(Invite-Only - 30 ppl max) 

As 2026 comes to a close, patient experience leaders are being called to look beyond today's challenges and prepare for what's ahead. This forward-looking panel explores how patient expectations, care delivery models, and workforce realities are set to evolve—and what that means for PX strategy in 2027 and beyond. 

• The biggest forces shaping patient experience in 2027 
• How expectations for access, convenience, and personalization will evolve 
• The future role of AI, digital tools, and human connection in PX 
• What organizations should start, stop, and scale heading into the new year