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:

• Digital care journeys that replace paper packets with personalized, video-based guidance

• Predictive analytics that flag likely pain points — like long ER waits — so teams can step in sooner

• AI-powered discharge calls that handle routine follow-up and escalate only when needed

• Ambient listening tools that reduce clinician typing and free up attention for patients

• AI analysis of patient feedback to surface trends buried in thousands of comments

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.