Agenda Day 3

7:30 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairman’s Opening Remarks

8:45 am - 9:15 am Opening Address: The Act of Convergence - How Digital Technology is Maximizing Patient and Customer Engagement

Laure Park, Vice President- Customer Experience,Quest Diagnostics

Laure Park

Vice President- Customer Experience
Quest Diagnostics

9:15 am - 9:45 am Case Study: Expect Resistance- Successful Product Designers Need to Be Great Influencers

Jonathan Mann, Senior Director of User Experience Design,Target

Jonathan Mann

Senior Director of User Experience Design

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am Case Study: Building a Customer Success Organization

Ray Mitra, Global Head of Customer Success & Support,Baker Hughes (a GE company)

Ray Mitra

Global Head of Customer Success & Support
Baker Hughes (a GE company)

11:45 am - 12:15 pm Closing Address: How Parkland Hospital Methodically Reinvented their Patient Experience Strategy

Vishal Bhalla, Vice President & Chief Experience Officer,Parkland Hospital

Vishal Bhalla

Vice President & Chief Experience Officer
Parkland Hospital

12:15 pm - 12:45 pm Exchange Concludes