Key Takeaways From CX Exchange and CHIME: Improving Experiences and Maximizing Value

By Tye Cook, Senior Executive Director, Access Transformation 

Two critical themes emerged at the recent CX Exchange and CHIME conferences: improving patient experience and maximizing the value of technology investments. These conferences brought together leaders from both the patient experience and healthcare IT spaces, offering valuable insights into how organizations are navigating the complexities of modern healthcare.  

At CX Exchange, there was a strong focus on enhancing the patient journey through digital tools while maintaining the vital human touch. At CHIME, CIOs and IT leaders delved into the strategies necessary to fully realize the potential of technology, including cloud adoption, data analytics, and vendor relationships. 

Here are the key takeaways from both conferences, with an emphasis on the importance of people—both patients and healthcare providers—in maximizing the value of technology: 

1. Cloud Adoption for Performance and Reliability, but Always With People in Mind

At CHIME, leaders agreed cloud adoption is a critical step in improving healthcare performance and reliability. However, the core message was clear: Cloud technologies must be implemented with a focus on how they benefit people—both patients and staff. Cloud solutions should provide tools that empower healthcare teams, simplify workflows, and support delivering high-quality, patient-centered care. 

2. Technology Should Augment, Not Replace, Human Connection

From the discussions at CX Exchange, it was clear that, while digital tools like AI and chatbots offer valuable efficiency gains, human connection remains at the heart of patient experience. Technology should never replace the compassionate, personal interaction between providers and patients. Instead, it should augment these relationships, making care more accessible and tailored to individual needs while allowing providers to focus more on patients rather than administrative tasks. 

3. Rationalize IT Systems To Support People-Centered Care 

Both conferences emphasized streamlining IT systems to better support people-centered care. This includes making thoughtful decisions around vendor relationships, such as consolidating to trusted platforms (like Epic) that align with the organization’s mission. At CHIME, the message was clear: technology must simplify processes, reduce complexity, and ensure that healthcare providers have the tools they need to deliver care efficiently and effectively—ultimately benefiting the patients they serve. 

4. Cybersecurity Must Protect the People We Serve 

A significant concern voiced by many at both conferences, particularly regarding rural hospitals, was the increasing threat of cyberattacks and the financial challenges of securing healthcare systems. Protecting patient data and ensuring cybersecurity isn’t just a technical concern—it’s about maintaining trust and safeguarding the people who rely on healthcare services. As cyberthreats grow, organizations must find ways to affordably implement robust cybersecurity measures to ensure both the safety of patient information and the continuity of care. 

5. Data and Analytics Should Empower People to Make Better Decisions 

The discussion about the growing importance of data and analytics was evident at both conferences. The consensus was that data capabilities are no longer optional but table stakes. However, the true value of data comes when it empowers people—from clinicians to patients—to make better and more informed decisions. Data should help personalize care, improve outcomes, and streamline decision-making, all while keeping the focus on humanizing the healthcare experience. 

Conclusion 

The key takeaway from both CX Exchange and CHIME is that, while technology is crucial in shaping the future of healthcare, it must always serve the people at the heart of the system. Whether through cloud adoption, cybersecurity measures, or data-driven insights, the goal should always be to enhance the human experience—empowering providers to deliver care more effectively and patients to receive the best possible experience. Technology should never overshadow human connection; instead, it should amplify it, making healthcare more efficient, secure, and compassionate.