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Diane S. Hopkins, Certified Experience Economy Expert

Diane is the founder and CEO of ExPeers and has extensive experience blending marketing and customer experience strategies primarily in the healthcare industry. She was one of the first Chief Innovation and Chief Experience Officers in the US healthcare industry and is nationally known for her work in the brand-experience connection, patient experience strategy and innovation culture-building.  She has trained hundreds of leaders as exceptional experience coaches.   She has consulted with or trained leaders at well-respected organizations such as:  Atlantic Health System, Johns Hopkins, Sentara, Christiana Care, Holy Redeemer Health, Beacon Health System, Trinity Health, Ohio Health, Advocate, Tower Health, Laerdal, Medline, Freedom HealthWorks, Saint Gobain, Yale New Haven Hospital, Lancaster General Health, Extens-Consulting, Vynamic, Parkview Health and others. 

 

She is the author of Unleashing the Chief Moment Officers and Co-Author of Advice from a Patient and Wake Up and Smell the Innovation and It’s Hard to Be Easy, coming in April 2021. She has refined her approach after working with some of the most respected national thought leaders including, Pine and Gilmore, Tom Peters Group, IDEO, and DuPont Sustainable Solutions. Diane’s work centers around her core truths including: safety is the foundation of an exceptional patient experience, co-creation must be the driver of customer experience efforts, customer experience strategy must be integrated with operations strategy and internal content experts must be prepared throughout the enterprise.  

Diane was a founding faculty member at the University of Notre Dame Innovation Mentor Program, Executive Director of the Medline Patient Experience and Innovation Institute, Adjunct Faculty at the Pennsylvania College of Health Sciences, and guest lecturer at Indiana University South Bend, Mentor at Virginia Commonwealth University Davinci Center and a frequent speaker at Beckers Healthcare Roundtable and the Cleveland Clinic Empathy and Innovation Conference.

 

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