2026 Schedule

Healthcare IT service organizations operate under constant pressure: clinical urgency, high emotional demand, regulatory constraints, and limited tolerance for failure. In this case study, a healthcare IT organization shares its journey of transforming service delivery from reactive, fragmented support into a more consistent, customer-centric operating model.

The session focuses on how the transformation was approached, not just what was implemented. Attendees will learn how leadership aligned service management fundamentals with the human realities of healthcare, strengthened trust through clearer communication and ownership, and redesigned key moments of friction across incidents, requests, knowledge, and handoffs.

Rather than a tool-first story, this session highlights the leadership decisions, sequencing, and trade-offs required to improve both the employee experience and the customer experience in a high-stakes environment. The result is a practical, replicable blueprint for service management excellence that balances operational rigor with empathy,and demonstrates how "zero moments" can be intentionally redesigned into "hero moments" for staff and those they serve.

Takeaway

Attendees will learn how to:
• Sequence a healthcare IT service transformation without disrupting care delivery
• Operationalize service management fundamentals while strengthening trust and accountability
• Identify and redesign high-impact moments of friction across the service lifecycle
• Align leadership behaviors and communication patterns with service outcomes