Love is a Verb: A Keynote That Redefines Connection in Healthcare
Join us October 15–17, 2025 | Orlando, FL
Signia by Hilton Orlando Bonnet Creek & Waldorf Astoria Orlando
At this year’s Human Understanding Beyond | HUB25 and TGI Leadership Conference, we’re thrilled to feature a keynote that promises to reshape how we think about the employee and patient experience in healthcare:
“Love is a Verb: How to Optimize Your Employee and Patient Experience” presented by internationally renowned CX strategist Ken Hughes
Known as the King of Customer Experience, Hughes brings a global perspective on human behavior, trust, and empathy—insights that have guided brands like Google, Starbucks, and the NFL.
Now he’s turning his lens toward healthcare to ask a simple but transformative question: What happens when we lead with human connection?
Why You Can't Miss This Keynote
In a world driven by AI, automation, and constant innovation, Hughes argues that connection—not technology—is the true heartbeat of care. His keynote will challenge healthcare leaders to shift from system-led thinking to human-centered action.
From caregivers to patients, this session unpacks how deep empathy, vulnerability, and relational intelligence can powerfully elevate both employee engagement and patient satisfaction.
You’ll walk away with:
- A new lens on CX and EX strategy, rooted in emotional intelligence
- A “connection playbook” to guide leadership and organizational culture
- Examples from global industries on what it takes to build belonging and trust
- A roadmap for balancing AI and human empathy in tomorrow’s healthcare system
Check out the special message from Ken!
A Unified Experience for Bold Leadership
This keynote is just one highlight of HUB25 and TGI Leadership Conference, where NRC Health and The Governance Institute bring together visionary minds from every corner of healthcare.
Whether you’re a board member, C-suite executive, or operational leader, you’ll find inspiration, tools, and partnerships to shape a more connected future.
Two Premier Events. One Unforgettable Experience.
Human Understanding Beyond | HUB25
Dive into human-centered innovation, data-driven insights, and real-world strategies to advance patient experience and culture.
The Governance Institute Leadership Conference
Engage with expert panels, executive education, and peer dialogue to strengthen board and organizational leadership.
Join us as we explore what it means to lead with love, build with trust, and connect with purpose.