We know what we know and we don't know what we don't know. So we tend to go towards what we know. But organizations are getting more sophisticated. How are other industries, outside of healthcare, doing this? How are they making their consumer experience platinum level?

Dr. Eric Quinones, World Wide Technology

Our patients are used to having very easy experiences in other sectors, whether it's retail or entertainment and we need to be able to bring that to healthcare. At Mount Sinai we’ve been looking at solutions, whether it's CRM or referral management, texting solutions or telehealth to make sure that we can provide care in a way that makes sense and isn't a fragmented experience.

Kristen Myers, Mount Sinai

We define innovation as a fundamentally different approach to solving a problem that has quantifiable outcomes. And we all know that we have plenty of problems in healthcare. It's the hardest job I’ve ever had because what we're trying to do is make a meaningful difference in cost or quality. And it’s very challenging.

Karen Murphy, Geisinger