Building Healthcare CX That Doesn't Fail Patients
Healthcare invests heavily in patient experience. Patients often don't feel it. This session unpacks why support systems underperform — and what operations teams can change right now.
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 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.
Key points discussed
- Why healthcare CX fails at the design level — not the execution level
- The emotional complexity of patient interactions and how to train for it
- Handling eligibility checks and sensitive processes with dignity and empathy
- Where AI genuinely reduces friction in healthcare support — and where it creates risk
- Compliance as a core experience design principle, not a constraint bolted on later
- Accountability structures: what good governance of patient support looks like across teams, vendors, and technology
Speakers
Gregorio Uglioni
CX Transformation Leader
Forward
Argues that healthcare's CX failures are rarely about execution — they're system design problems that persist despite significant investment.
Alexandra Budynek
Patient Support Team Leader
Simply Contact
Brings the frontline reality of running non-emergency medical transport support, showing how trust is built or broken in a single call and why sensitive processes like eligibility checks demand as much emotional intelligence as product knowledge.
Daniel Wardell
EMEA GTM Leader, Sales Executive
Alvaria CX
Draws the line between where AI genuinely helps in healthcare and where it's dangerously oversold, and makes the case that compliance should be designed into the experience, not bolted on as a constraint.
