SESSION DESCRIPTION

If your Patient Experience efforts feel stuck in continuous improvement loops - or don’t yet deliver the impact patients deserve or the Healthcare organisations desires - this webinar is for you. We’ll explore how healthcare providers and systems can go beyond service and journey refinement to design new value—for patients, caregivers, clinicians, and the organization.You’ll learn how PX Design and Innovation can help uncover and deliver:

🚀 New opportunities for trust, care continuity, and value creation

🧠 Fresh solutions to long-accepted pain points across the patient journey

💥 Experiences that are clinically sound, emotionally meaningful, and operationally sustainableThroughout the session, we’ll unpack:🔍 Why "best practice" often leads to safe but uninspiring care experiences

🧰 The underused power of Service Design to create breakthrough solutions in clinical and non-clinical settings

🧠 The psychology behind experiences that patients remember—and share

💡 How PX is moving from satisfaction scoring to human-first design that enables better health outcomes and system performance

Expect a high-energy, honest, and provocative discussion. We'll shine a light on the good, the bad, and the deeply broken parts of PX - challenging you to imagine and design something better.Why Attend?This webinar is your invitation to reimagine PX as a strategic asset, not a reactive function. It's also a primer for our follow-up roundtable, where healthcare leaders, innovators, and changemakers will explore bold ideas and co-create the future of patient-centered care.

SESSION FACILITATOR

Charles Bennett is the co-founder and President of CXSA Middle East, a CX & PX institute and Advisory Specialist specialising in Experience Design and Patient-Centred 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 organisational 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.