In this episode of The Experience Shift, Jennifer Baron, Chief Experience Officer, NRC Health, and Brian Wynne, Sr. Vice President, NRC Health, talk with Dr. Thomas Howell, OB/GYN physician and former Mayo Clinic Health System Medical Director, about what truly drives patient and clinician experience. Dr. Howell explains why relationships, not metrics, create meaningful care, how EMRs and outdated workflows fuel clinician frustration, and why Gen Z still values personal connection. He also reflects on burnout, loss of autonomy, and the need to rebuild purpose in clinical work. Looking ahead, he shares what he hopes will define the next era of healthcare, from better outcomes to stronger patient–provider relationships.