1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

We’re passionate about elevating both patient and staff experiences in healthcare by aligning people, process, and technology. Through our work at TTEC, we help health systems create human-centered journeys that are powered by AI and automation but rooted in empathy. Whether it’s removing communication barriers or enabling care teams with predictive tools, our goal is to ensure patients receive better, faster, and more personalized support—while staff are empowered and resilient.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

The biggest challenge today is fragmentation between systems, languages, and processes, which often leads to missed expectations and diminished trust. Yet this is also where the greatest opportunity lies: in creating connected, culturally aware, and tech-enabled experiences that close those gaps. Personalization isn’t a luxury anymore, it’s essential for both engagement and equity.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

AI is not replacing the human touch, it’s amplifying it. We’ve seen it reduce manual tasks for staff by up to 85%, enabling them to focus on what matters most: patient care. It supports predictive engagement, personalized outreach, and real-time support across languages and channels. When done right, AI ensures that patients, who inspired part of our keynote receive the right care, at the right time, with full clarity and confidence.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

This balance begins with rethinking care as a continuous, personalized experience rather than a series of disconnected transactions. We’ve seen success when organizations implement tech that empowers not replaces care teams. Through tools like knowledge management, automated scheduling, and AI translation, you gain efficiency and still meet patients where they are: emotionally, linguistically, and digitally.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

We’ve helped healthcare organizations implement AI-powered voice translation and accent neutralization to improve clarity and cultural trust. We’ve also seen a 25% boost in engagement in diverse populations through culturally adapted journeys, and 40% fewer no-shows with smart scheduling. For staff, these innovations translate into reduced burnout and increased job satisfaction because when staff thrive, so do patients.

6. What key takeaways or actionable insights do you hope attendees will gain from your session at the International PX Congress?

That experience is not just a metric, it’s a strategic advantage. We hope attendees leave with a clear, practical playbook to elevate both patient and staff experiences through integrated journeys, predictive technologies, and a renewed focus on equity. The future of care isn’t about choosing between efficiency and compassion—it’s about creating a model where both reinforce each other.