In this episode of the CX Matters podcast, hosted by Cole Lyons, Vishal Bhalla, Chief Experience Officer at Advocate Health, shares his insights on unifying human experience in healthcare. He discusses the scale of Advocate Health, the importance of system dynamics, and how personal experiences led him to focus on patient experience. Vishal also explains the implementation of systemic frameworks for improving clinician and patient experiences and the role of AI and data in customizing healthcare interactions. This episode sheds light on breaking cultural and systemic barriers in healthcare to enhance patient and teammate satisfaction. 00:00 Introduction to CX Matters Podcast 00:13 Meet Vishal Bala: Chief Experience Officer at Advocate Health 01:21 The Scale of Advocate Health 02:03 Vishal's Journey to Patient Experience 03:38 Challenges in Healthcare Systems 06:28 Implementing Change at Parkland and Advocate Health 08:22 Frameworks for Patient and Teammate Experience 21:13 The Importance of Psychological Safety 24:09 Leveraging Data and AI for Better Healthcare 28:08 Vision for the Future of Healthcare 29:08 Conclusion and Final Thoughts