About the speakers

Susan has over 20 years of experience building customer-centric cultures. Before Qualtrics, she served as the Chief Experience Officer for Yale New Haven Health and the Administrative Director for Patient Relations and Service at Virginia Mason Medical Center. She holds a Bachelor of Science in Social Work from Texas Christian University, Master’s in Health Administration from the University of Washington and serves on The Beryl Institute Solutions Advisory Board.

As the CXO at Parkland, Vishal Bhalla focuses on building impactful experiences for employees, providers, and patients. Transitioning to healthcare from hospitality, Vishal completed his Master of Business Administration from MIT and a Healthcare Certificate from the joint Harvard-MIT Healthcare Innovation Initiative. Vishal also serves on the Dallas Fort Worth Hospital Council, the Advisory Boards of the Beryl Patient Experience Journal, and is a member of the Texas Hospital Association (THA) Fellows Program, and on and the HR Exchange Network.