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Conversation with a Chief Experience Officer

Steve Leaden  (Founder and President, Leaden Associates)

Rhonda Bartlett  (Vice President, Consumer Experience and Access , New York-Presbyterian Hospital)

Date: Tuesday, March 26

Time: 2:00 pm - 2:45 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session: End-User Led

Track: CX/Contact Center

Vault Recording: TBD

Enterprises are increasingly using the role of Chief Experience Officer to ensure a holistic vision across the many teams and specialties whose work impacts CX, as well as to give CX strategy a voice and advisory role in the C-suite. In this session, the Chief Experience Officer to a major healthcare provider will discuss her vision for transforming CX at her enterprise, her priorities and challenges, and the role technology plays in transforming CX. Among the topics she'll address:

  • New York Presbyterian's (NYP's) overall focus on the customer/patient experience
  • Best practices for Contact Center operations and customer/patient experience (PX)
  • Latest SLAs that NYP is following for the best patient experience
  • What technologies NYP is employing/planning to deploy for a better patient experience
  • What specific strategies NYP is employing/planning to employ towards appointment reminders/confirmations, feedback post visit and other areas to enhance the patient experience/PX
  • What role AI has in the organization to improve the customer/patient experience