5:30 – 7:30 PM
Welcome Reception
Join us for relaxed mingling, cocktails, and hors d’oeuvres at the AC Hotel Worcester Lounge.
2026 Customer Summit Agenda
Sept. 30-Oct. 2 / AC Worcester Hotel + UMass Digital Hub
AI + Human in the Loop
Programs & Results
Measuring ROI
Smart Sensors & AI Assistance
Workflow Optimization
Wednesday, September 30
Thursday, October 1
7:00 – 8:00 AM
Breakfast
Join us for breakfast and sessions in the AC Hotel Worcester Wachusett Meeting Room.
8:00 – 8:15 AM
Welcome Message & What to Expect
8:15 – 9:00 AM
KeynoteThe Human Edge: Leading Healthcare in the Age of AI
Explore how healthcare leaders can harness AI while preserving the empathy, judgment, trust, and human connection essential to care delivery.
9:00 – 9:45 AM
AI Perceptions within Hospital Leadership Teams
Health system executives share where AI is gaining traction, how governance decisions are being made, what gives leaders pause, and what it will take to build trust and demonstrate value.
9:45 – 10:00 AM
Break
10:00 – 10:45 AM
2026 Virtual Care Review: Supporting Expansion Across 20+ Workflows
Hear how Baptist Health’s transition from mobile carts to fixed in-room technology created a scalable foundation for expanding virtual care across more than 20 clinical workflows.
10:45 – 11:30 AM
From 51st to 98th Percentile: Transforming Patient Experience with Virtual Nursing
Rome Health shares how a focused virtual nursing rollout improved discharge education, relieved bedside workload, and helped drive significant gains in patient experience.
11:30 AM – 12:15 PM
Building Buy-In and Scaling Virtual Nursing in an Academic Health System
Johns Hopkins shares how multidisciplinary planning, governance, and change management helped build virtual nursing support across six hospitals, with measurable gains in throughput, satisfaction, and workforce metrics.
12:15 – 1:00 PM
Lunch
Lunch will be served just outside the Wachusett Meeting Room.
1:00 – 1:45 PM
From Program to Platform: Scaling Enterprise Virtual Care
UMass Memorial Health shares how virtual care has expanded across the enterprise, bringing together centralized operations and emerging workflows within its Digital Hub.
1:45 – 2:15 PM
Making the Value Case: Measuring Connected Care Impact and ROI
Review personalized LOOP Scorecards for your healthcare organization, highlighting where expanded virtual care could have the greatest clinical, operational, and financial impact.
2:15 – 3:15 PM
UMass Digital Hub Tour & ROI Scorecard Meetings
Step inside UMass Memorial Health’s centralized Digital Hub to see how teams centrally support virtual care operations. Between tour groups, explore your organization’s opportunities through personalized ROI discussions.
3:15 – 3:30 PM
Break
3:30 – 4:00 PM
AI Voice Agent as a Member of the Care Team
Explore how conversational AI can become an active part of clinical workflows, extending care teams while keeping clinicians at the center of decision-making and patient engagement.
4:00 – 5:30 PM
The Connected Patient Room: Optimizing Workflows and Elevating the Patient Experience
See how virtual engagement, smart-room technologies, clinical integrations, and AI-enabled capabilities can come together to support patients and care teams across the inpatient journey.
6:30 – 8:30 PM
Awards Dinner
Join us for cocktails, a plated Awards Dinner, and ceremony in the AC Hotel Pavilion.
Friday, October 2
7:00 – 7:45 AM
Breakfast
Join us for breakfast and sessions in the AC Hotel Worcester Wachusett Meeting Room.
7:45 – 8:00 AM
Welcome Message
8:00 – 8:30 AM
Preparing the Clinical Workforce for Digitally Enabled Care
Rutgers University nursing leadership shares how healthcare and higher education are working together to prepare current and future clinicians for virtual care, AI-enabled workflows, and new connected care environments.
8:30 – 9:15 AM
Beyond the Bedside TV: Creating a Connected Patient Experience
Infirmary Health shares how bedside TV integration can extend the patient-room technology ecosystem and create a more connected experience for patients and care teams.
9:15 – 10:00 AM
Closing the Distance in Cardiogenic Shock: Bringing Tertiary Expertise to the Bedside
Allegheny Health Network shares how its tele-cardiogenic shock model connects smaller hospitals with cardiac intensivists, enabling earlier intervention, supporting complex treatment decisions, and reducing the impact of transfer delays for critically ill patients.
10:00 – 10:15 AM
Break
10:15 – 10:45 AM
Connected Care for ED Workflow Optimization
Explore how virtual physician support can augment emergency department teams, offset capacity bottlenecks, and improve access to clinical expertise when and where it is needed.
10:45 – 11:15 AM
Seeing More, Sooner: Virtual Observation and Oxygen Monitoring
Alberta Health Services shares how continuous virtual observation helps care teams detect displaced oxygen equipment and other respiratory risks earlier, enabling faster intervention while reducing reliance on 1:1 bedside monitoring.
11:15 – 11:45 AM
Virtual Infrastructure to Clinical Capacity: Building the Fractional Enterprise Care Model
Explore how fractional, shared-service provider models can give health systems flexible access to specialty expertise while improving coverage, utilization, and clinical workflows.
11:45 AM – 12:15 PM
The Virtual Front Door: Reimagining Registration Across Sites of Care
Inova shares how it is centralizing registration across locations to improve staff productivity, extend coverage, build workforce flexibility, and maximize use of existing technology.
12:15 – 12:30 PM
Wrap Session
AI + Human in the Loop
Programs & Results
Measuring ROI
Smart Sensors & AI Assistance
Workflow Optimization