Healthcare can provide some of the most rewarding as well as the most challenging implementations of customer experience initiatives, and presents many unique scenarios that companies in other industries simply don’t encounter. Today we’re going to talk about the patient experience, and how it is both similar and different to other types of customer experience work, as well as how to be successful in creating a great patient experience. To help me discuss this topic, I’d like to welcome Brian Carlson, Vice President Patient Experience, Vanderbilt University Medical Center.