A Masterclass in Healthcare CX

Date: Wednesday, September 17, 2025 | Time: 11:00AM – 2:00PM EST

Positioned to fuel your year‑ahead planning, this Masterclass focuses on executing meaningful CX transformation in healthcare through proven strategies, real-world examples, and insights you can actually use.

On the Agenda

11:05AM – 11:50AM EST

• Building Unforgettable Healthcare Experiences with Hollywood Storytelling: Acclaimed storyteller Matthew Luhn—whose credits include Toy Story, Monsters Inc., and The Simpsons—shares storytelling frameworks used in hit films and with Fortune 500 companies. Learn how to apply these principles to build trust, create emotional connection, and drive real CX transformation in your organization.
  • Featuring: Matthew Luhn (Former Pixar), Sarah Matyko (League)

11:50AM – 12:25PM EST

• AI in Action: Real‑World Applications in Healthcare: Implementing AI in healthcare comes with unique challenges. Discover real-world examples of how organizations are putting AI into practice, how they’re implementing it, what they’ve learned so far, and how they’re evolving for the future.
  • Featuring: Josh Goode (SCAN Health), Matteo Berlucchi (Healthily) Shawn Wang (Gainwell Technologies), Amy Waldron (Google Cloud)

12:25PM – 12:55PM EST

• Healthcare Reimagined: Driving New Value Through Digital CX: CX isn’t just about member satisfaction, it’s a lever for growth. Explore how digital consumer experience is creating measurable value across the healthcare ecosystem, with practical insights on how organizations are designing for scale and impact.
  • Featuring: Greg Gilbert (Accenture), Sarah Hacker (League)

1:15PM – 2:00PM EST

• Lessons from Leaders: The Highmark Story: Get an inside look at a large-scale CX transformation. Learn how leaders across strategy, experience, digital, and technology came together to execute an ambitious vision—and leave with lessons you can apply within your own organization.
  • Featuring: Mike Bennett, Tracy Saula, and Stacy Byers (Highmark Health), Jen Magaro (enGen), Brian Yeh (League)

Whether you’re refining your roadmap or planning what’s next, this Masterclass provides clear examples and strategies to turn vision into execution.