Dawn WilliamsHead of Experience Strategy
Planned Parenthood Federation of America
Dawn Williams is experienced in consulting with organizations across a variety of industries to assess and improve consumer experience. Her recent work has focused on employee engagement and patient experience improvement in healthcare. She joined Planned Parenthood Federation of America in 2015. Prior to working with Planned Parenthood, Ms. Williams worked in professional roles for over a decade at the Cleveland Clinic, most recently holding the position of Consultant in the Patient Experience Advisory Group, a revenue generating consulting team embedded within the Office of Patient Experience. As a founding member of the consulting team, Ms. Williams was responsible for infrastructure development, client relationship management and project management of client deliverables. She has worked with more than 25 organizations in a variety of consumer-focused industries on organizational culture development, employee engagement initiatives, best practice implementation for experience improvement, service excellence training and patient/consumer experience sustainability. Ms. Williams has a Master’s of Business Administration from Tiffin University and a Bachelor of the Arts in Applied Psychology from Franklin University in Ohio. She is also a Certified Patient Experience Professional (CPXP), a professional designation offered through the Patient Experience Institute (PXI).
5:30 PM CASE STUDY: The Planned Parenthood Experience: An Innovative Approach to Employee Engagement and Patient Experience
Planned Parenthood has seized the opportunity to launch an innovative approach to experience improvement that leverages design thinking and virtual reality technology alongside best practices cultivated from consumer experience leaders across a variety of industries. Dawn Williams, the Head of Experience Strategy at Planned Parenthood, shares their journey of evolving a mission-centered organizational culture to improve the delivery of patient-centered care.