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 Experience Officers in the US healthcare industry and is nationally known for her work in patient experience and innovation. She has trained hundreds of leaders to be exceptional experience coaches in their organizations and has helped dozens of hospital systems strengthen their patient experience strategy and build a more innovative culture. She has consulted with or trained leaders at well respected organizations including: Atlantic Health System, Johns Hopkins, Sentara, Christiana Care, Holy Redeemer Health, Beacon Health System, Trinity Health, Ohio Health, Tower Health, Laerdal, Medline, Freedom HealthWorks, Saint Gobain, Yale New Haven Hospital, Lancaster General Health, Parkview Health and others.

She is the author of It’s Hard To Be Easy, Unleashing the Chief Moment Officers and Co-Author of Advice from a Patient and Wake Up and Smell the Innovation. She has refined her approach after working with some of the most respected thought leaders including, Pine and Gilmore, Tom Peters Group, IDEO, and DuPont Sustainable Solutions. Unique aspects of her philosophies include: 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 available 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 Saint Mary’s College, 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.