What happens when a leading academic health system decides to go all-in on transforming patient access? At Emory Healthcare, it means reimagining the entire contact center experience — from infrastructure and integration to workforce strategy and digital communication — with a cloud-first, patient-centric mindset.

At our upcoming June conference, Emory Healthcare leaders Daniel Hoke, Ganesh Persad and Brandon Darrington will join David Wright, CEO of Disruptive Innovations, for a no-holds-barred panel discussion about their journey implementing Genesys Cloud CX across the enterprise — with native integration to Epic.

The panelists will explore what it took to deploy a modern, scalable CCaaS platform while also activating key Epic modules like Cheers CRM and HelloWorld two-way messaging. 

The result? A next-gen digital front door that meets patients where they are — and connects every interaction to clinical and operational workflows.

“This wasn’t just a tech upgrade,” says Dan Hoke, corporate director of telephony and digital technology solutions. “It was a complete redesign of how we manage and deliver patient engagement at scale.”

But innovation didn’t come without challenges. From navigating organizational change and data governance to aligning access operations and IT in real time, the Emory Healthcare team had to work across silos to drive success.

“We learned quickly that the biggest breakthroughs happen when technology and operations move in lockstep,” Wright says. “This project wasn’t about features — it was about outcomes.”

Attendees will walk away with tactical insights into:

• Building a scalable CCaaS infrastructure that flexes with enterprise needs.

• Connecting Genesys Cloud CX with Epic for real-time context and personalized engagement.

• Leveraging Epic’s HelloWorld and Cheers to create a unified communication and CRM layer.

• Redesigning workforce, quality and performance strategies for the digital age.

• Defining success through experience-focused metrics — not just traditional call center KPIs.

This session is designed for health systems looking to modernize patient access, integrate EHR workflows and turn the contact center into a true driver of customer experience. If you’re planning your next CX or CCaaS move, you won’t want to miss this behind-the-scenes look at what it takes to make it real.