Healthcare's premier CX transformation event

Michelle Peluso is Executive Vice President and Chief Customer and Experience Officer for CVS Health®. She leads the Company’s approach in defining unparalleled patient and consumer experiences to improve the health and wellbeing of the over 100M people CVS Health serves. Michelle also focuses on enhancing every consumer interaction within the Company’s service centers, leveraging cutting-edge technology to drive efficiency and deliver exceptional service and satisfaction. Additionally, Michelle leads the company’s brand and marketing efforts, strengthening CVS Health’s connection with consumers across America.

Previously, Michelle served as the Executive Vice President and Chief Customer Officer, CVS Health, and co-President, Pharmacy and Consumer Wellness. She was responsible for orchestrating the enterprise consumer experience, leading the front store business, bringing innovation into everyday health and wellness, and connecting retail consumers to the broader health assets of CVS Health.

Michelle has spent her career building and transforming world-class companies with digital and the consumer at the center. Before joining CVS Health in 2021, she served
as senior vice president, digital sales, and chief marketing officer for IBM, where she oversaw global marketing, digital sales, and the commercial business. Prior to IBM, Michelle was CEO of Gilt from 2013 until its sale to Hudson’s Bay Company in 2016. In her role at Gilt, she oversaw the expansion of the business and its drive to profitability.

From 2009 to 2013, Michelle served as chief consumer marketing and internet officer for Citigroup, responsible for the bank’s award-winning digital transformation, global consumer marketing and customer experience. She also served from 2002 to 2009 as CEO of Travelocity, pioneering online travel and driving significant scale worldwide. She joined Travelocity following its acquisition of Site59, a travel site she created and launched in 1999.

Michelle earned a BA in economics from the University of Pennsylvania’s Wharton School of Business and an MA in philosophy, politics, and economics from Pembroke College at Oxford University as a Thouron Scholar. She is a member of the Board of Directors at Nike, Inc.

Michelle has been named a Woman of Power and Influence by the National Organization for Women, one of the world’s Most Creative People by Fast Company, one of the World’s Most Influential CMOs by Forbes, and in 2022 was inducted into Forbes’ CMO Hall of Fame.

John W. Boerstler was sworn-in on February 16, 2021, as the Chief Veterans Experience Officer at the Department of Veterans Affairs (VA). Prior to his current position, he served as the Chief Executive Officer of Combined Arms, a collaborative backbone organization whose purpose was to unite collaborative methodology and technology in order to more effectively connect Veterans to thousands of government and non-profit services. As Chief Veterans Experience Officer, John will provide executive oversight of the many innovative projects and programs housed within the Veterans Experience Office (VEO) and work collaboratively within VA’s leadership to help achieve greater access and outcomes for Veterans, their families, caregivers and survivors.

John has a distinguished career as a leader in the Veteran services field as a recipient of both the Eisenhower and Marshall Memorial Fellowships, having travelled to the United Kingdom, France, Denmark, Israel, Bosnia, Hungary and Ukraine to write comparative papers on their military transition systems. As the first Marshall Prize recipient, John recently completed a 3-year project in Ukraine to assist in the development of their Ministry of Veterans Affairs – the first of its kind in Europe. John was also honored to be selected in the inaugural cohort of Stand-To Scholars at the George W. Bush Institute’s Veteran Leadership Program in 2018.

John is a native Texan who served honorably in the U.S. Marine Corps from 1999-2007 as a non-commissioned officer and infantry unit leader, including one combat tour in support of Operation Iraqi Freedom from 2004-2005 and Operation Natural Fire in the Republic of Kenya in 2006. John has also served as the Executive Director of NextOp, a program manager with Wounded Warrior Project, the Mayor of Houston’s Office of Veterans Affairs, and as a policy and district staffer for a U.S. Representative. In 2009, John helped found the Lone Star Veterans Association which became the largest network of Post-9/11 Veterans in Texas and successfully merged with Combined Arms in March 2019.

Sukanya Lahiri Soderland is Chief Strategy Officer and Senior Vice President of Strategy, Innovation, Enterprise Data & Analytics and Business Performance and Process Improvement for Blue Cross Blue Shield of Massachusetts.

Prior to joining Blue Cross, she served as a senior Partner in their Health and Life Sciences Practice, co-founded the Oliver Wyman Health Innovation Center, and was the lead health care Partner in Oliver Wyman’s Digital, Technology, Operations & Analytics Practice.

She is a frequent speaker in national forums on healthcare transformation and serves on the boards of the Trustees of Reservations, Podimetrics, and the board of museum advisors for the Museum of Science.

Sukanya holds an MBA from Harvard Business School and a bachelor of arts degree, magna cum laude, from Harvard College.

Mike Butler has over 30 years of experience across a range of senior executive roles in the healthcare industry. He was formerly President of Providence, where he helped to create the third-largest health system in the U.S., increasing revenue from $2 billion when he joined in 1998 to $25 billion today. Mike also served as Providence’s CFO and COO, with accountability for ambulatory and hospital operations, finance, strategy, technology, digital innovation, clinical institutes, population health and people development.