hx AGENDA
Conference Agenda
This year’s highly anticipated conference centers around understanding the full story of your audiences by fusing the cutting-edge capabilities, data, and technologies transforming healthcare.
Monday, February 3rd
02:30 pm–03:30 pm - Breakout Sessions
Consumer Experience
Silence is Not Golden: Amplifying Patient Voices for Delivering Effortless Experiences
Silence is Not Golden: Amplifying Patient Voices for Delivering Effortless Experiences
Breakout Sessions- Sven Gierlinger | SVP & Chief Experience Officer | Northwell Health
- Joseph Narvaez | AVP, Business Intelligence, Patient Experience | Northwell Health
- Carolyne Burgess | AVP, Digital Research & Analytics, Consumer Digital Services | Northwell Health
In New York’s highly competitive healthcare provider market, home to some of the world’s most advanced medical facilities and professionals in the world, it can be difficult to differentiate yourself in the eyes of patients and consumers. Northwell Health is built on a strong foundation of quality care, outcomes, and experience delivery. To further differentiate itself in the marketplace, Northwell is looking to consistently deliver the ‘easiest’ experience possible to the communities it serves. This session will share how the Northwell Office of Patient & Customer Experience (OPCE) and Consumer Digital Services (CDS) have developed a holistic strategy for measuring, understanding, and eliminating human effort as a means of driving improved satisfaction and long-term loyalty. Also covered, will be the critical role that the Press Ganey Human Experience (HX) platform has played.
HX25 Main Conference
Sven Gierlinger
SVP & Chief Experience Officer
Northwell Health
Joseph Narvaez
AVP, Business Intelligence, Patient Experience
Northwell Health
Carolyne Burgess
AVP, Digital Research & Analytics, Consumer Digital Services
Northwell Health
Sven Gierlinger
SVP & Chief Experience Officer
Northwell Health
As Senior Vice President and the Chief Experience Officer for Northwell Health, Sven Gierlinger is an influential and international thought leader. His visionary approach disrupts the status quo and has built an engaging, innovative, and collaborative culture, that drives organizational growth and patient loyalty through the patient experience. Mr. Gierlinger came to Northwell Health from the Henry Ford Health System in Detroit, MI, where he served as vice president of Hospitality and Service Culture, responsible for creating a superior and consistent service experience for patients, visitors and employees. Mr. Gierlinger worked closely with leadership to drive culture change around improving the customer experience in every encounter across the system. Prior to that, Mr. Gierlinger began his career as a luxury hotel executive, holding a series of leadership positions with the Ritz-Carlton Hotel Company. He played a key role in the openings of several Ritz-Carlton hotels in Germany, Japan, Indonesia and the United States. Becker’s Hospital Review has named Sven Gierlinger on the list of 50-plus Hospital and Healthcare System Chief Experience Officers (CXO) to know for the past two consecutive years. In 2024, he was named the inaugural Chief Experience Officer of the Year by Press Ganey alongside being awarded the Wendy Leebov Championing Excellence Award by the Beryl Institute. Additionally, Mr. Gierlinger is an Executive Board member at The Beryl Institute and a Founding Council member of the Institute of Innovation. He received a bachelor’s degree in hospitality business administration from the Bavaria Hotel Management Academy, Altoetting, Germany.
Joseph Narvaez
AVP, Business Intelligence, Patient Experience
Northwell Health
Carolyne Burgess
AVP, Digital Research & Analytics, Consumer Digital Services
Northwell Health