Lara Burnside | NGPX

Lara Burnside

Lara Burnside

Co-Founder, Executive Coach, CXO CSE Leadership, LLC

Designing PX for the World We're In

8:40 AM Chairperson's Opening Remarks

11:20 AM Panel: Consistency Is the Experience: Standardizing Care Across Clinics

Standardize care delivery to ensure consistency across clinics because consistency is the experience. This panel examines how health systems reduce unwarranted variation while preserving compassion, local context, and clinician engagement. Hear how leaders align workflows, expectations, and behaviors to create reliable, high‑quality experiences patients can trust at every site of care. 

11:00 AM Closing Session: PX in 2027: Designing for What’s Next

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. 

Hear from industry leaders on the trends already shaping the future, from AI-enabled personalization and hybrid care models to shifting definitions of access, trust, and loyalty. Panelists will share where they are placing their bets, what capabilities organizations must build now, and how PX leaders can stay ahead in an environment defined by constant change. 

Key Takeaways: 

  • 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 

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

Download The Latest Agenda