How Memorial Hermann Uses AI to Redesign Patient Experience
As consumer expectations rise across industries, healthcare faces increasing pressure to deliver more seamless and intuitive experiences. Meeting those expectations requires more than new tools—it demands rethinking how care is designed, delivered, and supported.
At Memorial Hermann Health System, that work is led by Alex Greengold, Chief Consumer Experience Officer. Drawing on CX leadership roles at AOL and DISH, Greengold brings a consumer-oriented approach to one of Texas’s largest nonprofit health systems, spanning hospitals, clinics, ERs, and more than 40,000 employees across Houston.
On this week’s episode of The Modern Customer Podcast, Alex outlines a targeted strategy for improving patient experience through digital tools and AI.
Key Highlights from the Conversation:
Across these efforts, the goal remains consistent: use technology to ease staff workload, remove friction, and make care easier for patients to navigate.
Watch the full conversation to see how AI, smart design, and culture are reshaping the future of care.
Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don't miss her new book, "The Eight Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.
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Blake Morgan This is such a clear picture of what “better care with AI” actually looks like—fewer packets, more guided journeys, and proactive visibility into bottlenecks like ER waits. Love the focus on supporting clinicians and simplifying the patient’s path.
This was a fantastic discussion, Blake Morgan — especially the focus on how AI can reduce clinician workload while creating clearer, more predictable care journeys for patients. From our work in medical and clinical documentation at Kalite Tercume | ISO 17100 Certified Translation Services, we see every day how much friction comes from complex, text-heavy communication — discharge instructions, pre-op packets, follow-up protocols, multilingual patient materials, etc. When these are simplified, personalized, and available in multiple languages, patient understanding and adherence rise dramatically. AI-supported digital journeys, ambient listening, and predictive insights seem like the natural next step — not just for efficiency, but for creating communication that patients can actually absorb and act on. One question I’m curious about: Do you think multilingual patient experience design will become a core priority in the next wave of AI-driven healthcare transformation?
Great podcast, Alex! Great to hear the innovation you and your team have been bring to patient journey and experience!
Spot on - healthcare needs more of this. Love how the focus is on making life easier for both patients and clinicians. Predictive insights and personalized digital journeys are game changers for the whole experience.
Excellent interview. Very insights.