Exceptional Care Experiences: Building Trust, Loyalty, and Connection Across Industries presented by TAG CX Society and TAG Digital Health Society
Exceptional experiences do not happen by accident. Across healthcare, hospitality, retail, and other service-driven industries, leading organizations intentionally design experiences that build trust, create emotional connection, reduce friction, and strengthen loyalty.
Hosted jointly by TAG Digital Health and TAG CX, this cross-industry panel will explore how organizations design and deliver exceptional experiences across the full customer, guest, and patient journey. Inspired in part by the principles of Unreasonable Hospitality, the conversation will examine how organizations combine operational standards with the moments, behaviors, and capabilities that make people feel genuinely understood and cared for, from human interactions and service delivery to digital and omnichannel experiences.
Leaders from healthcare, hospitality, retail, and customer experience will share practical lessons from their organizations, what industries can learn from one another, and how these principles for building exceptional experiences can be applied within healthcare’s uniquely complex and personal environment.
Following the panel, attendees may join an optional tour of Emory Winship Cancer Institute to learn how a patient-centered strategy shaped the facility’s design and construction and how the physical environment supports the experience of patients, families, and care teams.
| Meet our Speakers |
 | Jonathan Katz Director Strategy, Jabian Consulting Moderator |
 | Sam Hosokawa VP Patient Experience, Children’s Healthcare of Atlanta |
 | Kerrell Hurt VP AMER Deployments, IHG Hotels & Resorts |
 | Santosh Subramanyam Senior Director Enterprise Omnichannel Product, CX & Experience Design, Macy’s |
 | Chris Zorn Director of Operations, Winship Cancer Institute of Emory University |
 | Victor Houston Manager Small Group & Individual Business Account Management, Kaiser Permanente |
| Thank you to our Event Host |
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Thank you to our Annual TAG Digital Health Society Sponsors |
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Please note that if you belong to a member organization but have not yet connected to your company’s membership, you will need to complete the membership activation form before the member rate is available to you.
| Event Run of Show |
| Registration | 5:00-5:30 PM |
| Panel Discussion | 5:30-6:15 PM |
| Brief Break | 6:15-6:30 PM |
| Winship Tour | 6:30-7:15 PM |
| Closing Remarks & Networking | 7:15-8:00 PM |
