Upcoming Events


Health Experience Gets Personal

Presented by PwC and TCU Neeley Executive Education

Well known for years throughout the industry, consumers have been subjected to frustrating experiences when engaging with healthcare providers and as an industry we have been slow to respond relative to other, more consumer focused industries. In recent years, as consumer and employers have shouldered more of the health cost burden, we have seen a share rise in the demand for better experiences…. and as an industry we have begun to focus more explicitly on our consumers. We’ve addressed pain points, we’ve smoothed out some of the experiences in the healthcare journey, but we are a long way from becoming truly consumer focused.

Being and becoming consumer focused means getting personal – going beyond looking at large blocks of consumers and getting down to an individual experience level to optimize for their health and well-being. The implications and opportunities are substantial for systems that embark on this journey.

We invite you to join us for lunch and an exciting discussion as we explore a “health experience of the future” and how personalization might shape the healthcare delivery model by applying lessons from other industries.


Maher Patrick

Patrick Maher
PwC Strategy& Partner, Health Industries Advisory

Patrick Maher is a Partner with PwC Strategy&’s Healthcare business. He has over 20 years of experience in the US and Europe in strategy consulting, private equity and leveraged financing. Patrick has extensive experience across Payors and Providers in developing transformative strategies and capabilities to support a consumer-focused healthcare environment. His recent work has focused on the future of consumers in healthcare by improving consumer focus and defining value propositions to fuel growth, identifying opportunities to differentiate healthcare for consumers, developing healthcare products and services, as well as shaping organization models and decision making to improve consumer focus.

Lance Bettencourt

Lance Bettencourt
Associate Professor of Professional Practice in Marketing

Prior to TCU, Dr. Bettencourt was a marketing professor at Indiana University and Arizona State University-West. He is also a former strategy adviser with Strategyn, Inc., the pioneer of Outcome-Driven Innovation™, and he was a partner at Service 360 Partners from 2012 to 2017. His research on service excellence and innovation has been published in Harvard Business Review, MIT Sloan Management Review, California Management Review, Journal of Applied Psychology, Journal of Retailing, Journal of Personal Selling & Sales Management, and Journal of the Academy of Marketing Science, among others. He is author of Service Innovation: How to Go from Customer Needs to Breakthrough Services (McGraw-Hill 2010). In his consulting and executive education, Dr. Bettencourt has worked with many of the world’s leading companies to help them uncover innovation opportunities and set marketing strategy. Over the past decade, his clients have included Allstate, Morningstar, Microsoft, TD Bank, Colgate, Kimberly-Clark, Alcon, and many others.

Miao Winjie

Winjie Miao
Executive Vice President and Chief Experience Officer for Texas Health Resources

In her role at THR, Winjie Miao leads system efforts to deliver a seamless, holistic consumer experience across the entire Texas Health organization. Miao joined Texas Health Presbyterian Hospital Dallas in 2000 as an administrative resident. At Texas Health Dallas she oversaw the development of more than $500 million in construction and the growth and development of outpatient clinics and the oncology service line. In 2007, she was named president of Texas Health Harris Methodist Hospital Azle, a facility that is recognized for both quality and community health efforts. In 2011, she became president of Texas Health Harris Methodist Hospital Alliance. Under her leadership, Texas Health Alliance opened in 2012, and has received national recognition for its innovative technology. Miao became Texas Health’s senior vice president of System Integration and Innovation in 2015 and was instrumental in systemwide efforts such as Reliable Care Blueprinting.

A biomedical engineering graduate of Johns Hopkins University, Miao also earned a master’s degree in health care administration, with a concentration in financial management and quality management, from the University of North Carolina.

Featuring: Panelists Patrick Maher, Lance Bettencourt and Winjie Wiao

Date: July 18,  2019

Time: 11:30 a.m. - 1:00 p.m.

Location: City Club, The Ballroom, 301 Commerce St., Fort Worth, TX 76102