b'Consumer-Driven Brand Experience: Using Data to Personalize CareIn 2024, we made significant strides in enhancing our Consumer-Driven Brand Experience. We developed new models and methods to support our brand commitments, ensuring every interaction is consistent and personalized. This allows us to identify care journeys tailored to individual needs, strengthening our connection with those we serve.We developed strategic planning processes with a regional focus, enabling us to recognize and address the unique needs of communities within our service areas. This approach also drives improvements in care delivery across the various sites where patients interact with our health system.Another key achievement was developing a data-driven framework to identify service opportunities and growth areas. By leveraging data analytics, we pinpointed specific needs within our community and organization, optimizing our services and expanding our reach. Additionally, we evaluated multiple and duplicative patient and consumer communication channels to streamline our strategy, ensuring clear and effective communication.These efforts, and others in fiscal year 2024, have been critical in positioning Cone Health to be differentiated in how we interact with all our key stakeholders to create an enhanced and impactful experience. To continue this progress, we are evolving our Consumer-Driven Brand Experience into our Cone Health Office of Experience. This office is central to our Strategic Vision 2030, enhancing the human experience for patients, consumers, employees and providers. It aims to make every interaction with Cone Health, whether digital or in-person, distinctive, connected and meaningful.A governance team from across the health system will prioritize consumer needs and expectations, delivering caring, consistent and engaging experiences. By using feedback and data-driven insights, we will refine our strategy to help individuals and communities lead longer, healthier lives.As we look ahead, consumer experience is evolving from a standalone priority to a fundamental throughline, seamlessly integrating the human experience into all value plays of our Strategic Vision 2030, which are launching in 2025.6CONE HEALTH ANNUAL REPORT'