SPEAKER
Charles Bennett is the co-founder and President of CXSA Middle East, a CX & PX institute and Advisory Specialist specializing in experience design and patient-centered Innovation. He has led PX and CX training and transformation programmes in 40 countries, helping healthcare providers and CX leaders reframe experience as a strategic driver of performance. Charles truly believes in the power of experience as an organizational gamechanger. He champions a design-led approach that blends data, qualitative and design insight, to create powerful and operationally effective care experiences—moving beyond best practice to uncover bold, differentiated breakthrough strategies.
SESSION DESCRIPTION
This roundtable explores how healthcare organizations can reframe Patient Experience (PX) from a largely continuous improvement and service driven discipline to one that is a true source of strategic and clinical value.
Together, we’ll explore:
- Why "Best Practice" and Continuous Improvement aren’t enough to meet the rising expectations of patients and the need for healthcare organizations to differentiate themselves.
- What works—and what doesn’t in real-world efforts to improve patient journeys, humanize care, and create value in complex systems.
- Why there is no single recipe for creating a patient-centered organization—and how different contexts demand bold, tailored solutions.
- A lively, unapologetically honest discussion that surfaces the good, the bad, and the deeply flawed efforts in PX—and uncovers the ideas that are not just new, but urgently needed.
If you're ready to move beyond data heavy and insight light satisfaction surveys and see PX as a design opportunity for better care, stronger relationships, and a genuinely differentiated healthcare organization, then this session is for you.