PXSX 2025 – Riyadh Workshop

WORKSHOP A

Certificate in Principles for Experience Excellence

Conducted By:

Stacy Palmer Senior Vice President & COO The Beryl Institute

Certified Workshop By:

CEs : 8 PXEs

Learning Objectives:

By the end of this workshop, participants will be able to:

• Understand the Core Elements of a Comprehensive Experience Strategy
  Participants will learn about the guiding principles that form the foundation of a successful patient experience strategy, including how to approach definition, culture, leadership structure, staff, patient and community engagement, and equity to best impact efforts.
• Assess Organizational Patient Experience Efforts –
  Participants will engage in activities to evaluate their own organization’s current experience initiatives. They will learn to identify strengths and areas for improvement and review global best practices to inspire action.
• Implement Foundational Ideas to Achieve Excellence in Human Experience –
  Participants will develop actionable plans to prioritize and apply the foundational concepts learned during the workshop to their own organizational contexts. They will be equipped with tools and strategies to drive improvement in patient experience and achieve excellence in human experience within their healthcare setting.

These objectives aim to provide a holistic understanding of experience strategies while ensuring participants can
practically apply these concepts to enhance their organizational practices.

WORKSHOP B

What If Disney Ran Your Hospital or Clinic?

Hardwiring Hospitality in Healthcare:

The Power of Culture on Patient Experience

WORKSHOP LEADER

Jake Poore President & Chief Experience Officer Integrated Loyalty Systems

Workshop Overview:

What if your healthcare organization put the same amount of rigor and effort into the patient experience and employee culture as you did for safety and quality? A world-class patient experience doesn’t happen by accident—it’s the result of an intentionally designed culture where service excellence is systemized as much as clinical excellence. Patients don’t just experience our care; they experience our culture. The way we communicate, collaborate, and support one another behind the scenes directly shapes the way patients feel in our care. If our internal culture is fragmented, inconsistent, or disengaged, that’s exactly what patients will sense. But when we establish a strong, service-driven culture, we create seamless, compassionate, and memorable experiences that set us apart.

In this immersive full-day workshop, Jake Poore who spent nearly two decades at Disney before dedicating over 20 years to transforming healthcare organizations will share the blueprints and tactics needed to build world-class patient experiences. Through Disney-inspired strategies, real-world case studies, and interactive exercises, attendees will discover how to align leadership, employees, and processes to create an intentional culture that consistently delivers service excellence.

Participants will learn to design a patient journey that eliminates friction, enhances engagement, and fosters trust at every touchpoint. But this transformation starts with the employee experience. By the end of the session, leaders will leave with the strategies needed to build the cultural cornerstones for a world-class employee experience because when employees feel valued, supported, and empowered, they naturally extend that same level of care to patients.

Learning Objectives:

By the end of this workshop, participants will be able to:

• Build a World-Class Internal Culture to Drive a World-Class Patient Experience
  Establish clear, non-negotiable service behaviors and cultural standards that create alignment and consistency across the organization.
• Design an Intentional, Seamless Patient Journey –
  Apply Disney’s “onstage vs. backstage” methodology to build a frictionless, patient-centered experience that reflects the excellence of your internal culture.
• Empower Employees & Strengthen Leadership Accountability –
  Develop strategies to foster collaboration, reinforce desired behaviors, and ensure every team member takes ownership of the patient experience.
• Turn Service Failures into Relationship-Building Moments
  Implement proactive service recovery techniques that transform patient dissatisfaction into lasting trust and loyalty

This workshop is designed for healthcare leaders, frontline teams, and executives ready to hardwire hospitality into their culture, create lasting patient loyalty, and establish the foundation for a world-class healthcare experience.

WORKSHOP C

The Power of Empathy in Healthcare:

Enhancing Patient and Staff Experience

(Picker Institute in Collaboration with CXSA)

WORKSHOP LEADER

Phil Stylianides Chief Operating Officer Picker Institute

Certified Workshop By:

Workshop Objectives:

• Define empathy and its role in healthcare.
• Understand the importance of empathy for patients, staff, and healthcare quality.
• Explore the link between empathy, person-centered care, and The Picker Principles.
• Develop practical empathy skills and real-world examples.

WORKSHOP D

Insights to Value:

PX Design for Strategic Innovation

(CXSA in Collaboration with Picker Institute)

WORKSHOP LEADERS

Charles Bennett President & CEO CXSA MiddleEast

Hassan Mohammad Co-founder & Chief Growth & Innovation Officer CXSA MiddleEast

CERTIFIED CPD WORKSHOP BY

Workshop Overview:

Patient Experience Design goes far deeper than traditional data analysis. It is a rigorous & continuous loop of research, ideation, prototyping, and implementation, leading to strategic value and differentiation. It examines both the ‘’front stage’’ and the ‘’back stage’’ that make up delivery of a healthcare system or service. This gives you the ability to increase revenue growth, create differentiated brand value, reduce cost and deliver at a decreased amount of risk.

This requires a shift in mindset and demands us to move away from desk based analysis and get our sleeves up & our hands-dirty. PX Design is everyone’s business, not just the PX department. We will use techniques & methods that are approachable, easily accessible & can be immediately applied for a wide range of stakeholders.

1. Design Research: Unlocking the power of human-centred design research to understand patient & staff needs deeper than what they would tell you.

2. Journey Mapping and Design: Level 1 Using Level 1 Journey Mapping to identify gaps, uncover pain points and identify opportunities for innovation & improvement in a rapid, agile way.

3. Patient Experience and Staff Experience Maturity: Understand how to assess your current Maturity Levels and create a Roadmap for Strategic Change.

Key takeaways of the PX Foundation Certification Programme:

The programme is designed to help PX professionals to build core competencies in the following key areas

• Insight & Research
  Understand their patient and staff needs, pain & motivations deeper and quicker than using traditional research methods using design research and AI
• Power Skills & Strategic Communication –
  Equip them with Power skills such as Strategic Communication, Empathy & Storytelling to manage difficult stakeholders and showcase real business value
• Journey Design & Innovation –
  Build human-centred design skills to map journeys to identify quick wins for incremental improvement and strategic differentiation