Lara Burnside

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

The Integrated Human Experience in Healthcare: Designing Seamless Patient & Workforce Journeys

1:00 PM First Timers Gathering

First Time Attending NGPX?

Kick off your NGPX journey with this relaxed, coffeehouse-style networking hour created exclusively for first-year attendees. This casual, low-pressure session is designed to help you ease into the event, spark conversations, and start building your NGPX community—no awkward introductions required. It's the perfect first sip of what's ahead (and yes, it'll be a latte of fun).

You'll have the chance to:

Meet fellow first-time attendees and start forming meaningful connections
Exchange ideas and insights with peers who are new to the NGPX experience
Join lightly structured conversations that make networking feel natural and easy

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