Healthcare invests heavily in patient experience. Patients often don't feel it.
The stakes of a poor support experience in healthcare are unlike any other industry. Patients contact support not because they want to, but because they need to. At that moment, they are often vulnerable, stressed, and dependent on the interaction going well. When it doesn’t, the cost isn’t a lost sale. It’s broken trust, clinical risk, and sometimes something far worse.
This session focuses on what it actually takes to build healthcare CX that holds up when patients need it most, touching on process complexity, emotional weight, compliance pressure, and human connection at the same time.
Three practitioner perspectives
- Gregorio Uglioni (CX Transformation Leader, former Head of Business Transformation at Kantonsspital Winterthur) opens with why healthcare consistently underperforms on patient experience despite significant investment, and why most CX failures are system design problems, not execution problems.
- Alexandra Budynek (Patient Support Operations Lead, Simply Contact) brings the frontline reality. Running day-to-day support for HATS Group, non-emergency medical transport in London, she speaks to how trust is built or broken in a single call, why emotional intelligence is as critical as product knowledge, how sensitive processes like eligibility checks can either preserve dignity or destroy it, and what agents need to perform well in this emotionally complex environment.
- Daniel Wardell (Enterprise CX & Compliance Leader, Alvaria, formerly 8×8 and Talkdesk) provides the technology and compliance perspective, addressing where AI is genuinely delivering in healthcare and where it is being dangerously oversold, why compliance is not a constraint on good experience but a core part of designing it, and what healthcare CX leaders should be demanding from their technology vendors that they currently are not.
What we discuss
Healthcare customer service doesn’t fail patients only through bad interactions. It fails them through broken systems that were never designed for the environment they operate in. This session examines what fixing that actually looks like:
- System design vs. execution: Why hiring more agents, switching providers, or pushing self-service keeps failing and what needs to change at a structural level before any of those decisions make sense.
- The human moment: Why healthcare interactions are almost never purely transactional, and how trust is built or permanently lost.
- Eligibility, sensitivity, and the limits of script: How to handle processes that feel invasive to patients with empathy and clarity and why rigid process design makes this impossible no matter how good the agent is.
- Automation that helps vs. automation that harms: Why AI works well in low-emotion, repeatable interactions and fails precisely when patients need support most and how to tell the difference before deploying it.
- Compliance as experience design: Why missed disclosures, mishandled data, and improper outbound contact are not just legal failures but patient experience failures that often go unnoticed until trust is already gone.
- Ownership of the patient journey: Why “everyone owns the experience” means nobody does and what real accountability structures look like across organisations, operations, and technology.
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