From September 9-10, we gathered dozens of healthcare leaders together in Indianapolis, Indiana for Voices25, the third annual Authenticx Summit. Here are some key highlights and takeaways from the event.
On Tuesday, September 09, Authenticx kicked off Voices25, bringing together healthcare’s most dynamic leaders from life sciences, payer, and provider organizations across the country. Over two days at the Alexander in downtown Indianapolis, attendees and speakers connected over forward-thinking discussions and explored how they can ignite the power of conversations in healthcare through AI innovation and the evolution of patient-centricity.
In this post, we’ll provide a session-by-session recap of the summit. See Day 1, Day 2, and Takeaways.
Voices25 Day 1
Welcome: Ignite the Power of Conversations
Authenticx Founder & CEO Amy Brown kicked off Voices25 with a clear message: core values drive everything—authenticity, courage, and fun. Since Voices24, Authenticx has hit major milestones:
- 7 years strong
- 500M+ voices analyzed
- New partnerships with Five9, Salesforce, Genesys, Cloud Tech Gurus, and C3 Technology Advisors
- Launched an in-app AI assistant, KBo, and a full safety and compliance suite
- Chief Happiness Officer (shoutout to Kimmy C, our office dog!)
The impact? Real ROI. Clients experienced an annual average drop of 8.9% in customer friction (The Eddy Effect), an average of 159 days saved in call time, and $500K in average cost savings.
But Amy didn’t stop at wins. She challenged us to rethink AI adoption. Too often, hype leads to disillusionment. The solution? Align AI with human strategy and organizational values. Because the workforce needs purpose. Customers need understanding.
Opening Keynote: Unlock Intelligence that Inspires Outcomes
Authenticx Chief Product Officer, Eric Prugh, opened Voices25 with a powerful look at the future of conversation intelligence—and how Authenticx is leading the charge. He walked through how the Authenticx platform is built to help healthcare organizations embrace the “age of intelligence” that we find ourselves in with AI and Business Intelligence.
We’ve entered the Age of Intelligence, yet most organizations are still stuck with lagging reports, broken processes, and failed AI implementations (85% of pilots fail, 95% of GenAI projects fall short). The pace of innovation is outpacing how we are able to adapt to it.
His message was clear: Intelligence is a mindset. Intelligent leaders empower intelligent workforces, processes, and metrics.
- Authenticx has released new Quality models, Authenticx for Salesforce, and KBo insights—our in-app AI assistant to help your workforce on the frontlines of care benefit from historical context, internal documentation, and more in every interaction.
- To power more intelligent processes, Authenticx supports automated conversation transcription, compliance detection and monitoring, and KBo for Agents: ensuring you can design and support operations that embrace AI with intention.
- Lastly, to drive data-powered decisions throughout your enterprise, Authenticx has invested in robust reporting, dynamic Insights models, and more out-of-the-box features designed to support healthcare.
Rotations: Insights to Impact
Following Eric’s opening keynote, Voices25 attendees split into rotating roundtable discussions to explore practical ways to ignite change with their conversation data. These discussions centered on three overarching themes: Mindset, behaviors, and impact.
“You are holding in your hand amazing power, but that isn’t why you’re here—you’re here because you’re a leader ready to act.”
Founder & CEO Amy Brown, Authenticx
Around mindset, we heard:
- How employee enablement and activation are key to success
- AI’s ability to identify operational waste brings purpose back to their teams
- The clearer the goal, the clearer the outcome will likely be
Around behaviors, we heard:
- The more enabled employees are, the more empowered they feel
- Scaling persona-based insights across the business is crucial
Around impact, we heard:
- AI is helping quality management initiatives
- KBo is a game-changer in speed to insights
- Expanding partnerships and integrations make Authenticx a no-brainer investment
Keynote: From Story to Action
Day 1’s keynote, “From Story to Action,” was led by Dr. Sally Perkins, Sr. Manager of Storytellers and author. Her message: leadership isn’t just influence or motivation—it’s the story that ties them together and moves people to act.
Dr. Perkins outlined four pillars from her book:
- Your Brain on Stories – why stories drive outcomes.
- Not Everything’s a Story – clarity on what engages vs. what doesn’t.
- Scoping a Story for Impact – using Tree Tales (or micro, patient-specific stories) and Forest Stories (or macro, business impact stories) strategically.
- Finished vs. Unfinished Stories – how resolution shapes impact.
Her keynote reinforced a powerful truth: data informs, but stories inspire action.
To close, attendees received a copy of her new book, From Story to Action—a tool to help every leader harness the magic of story. Interested in purchasing Dr. Perkins’ book? Check it out here.
Storytelling Breakouts:
Drive Meaningful Action with Data-Backed Storytelling
In this Storytelling Breakout, Authenticx Storytellers Abigail and Phil gave attendees practical tools to turn data into compelling, action-driving stories. Their core message: data alone doesn’t inspire change—stories do.
“Data-Backed Storytelling matters because it doesn’t just tell you the facts. It tells you why those facts matter, and it lets you hear the voice of those who are affected most.”
Authenticx Client
They shared their four-step framework:
- Set the Stage
- Name the Problem
- Weave in a Tree Tale (a specific story)
- Narrate the Impact
Attendees left with a challenge: reflect on their strengths, growth areas, and opportunities to apply storytelling in their work.
“After hearing the story version, you think, ‘Oh, what is the impact? What are the costs of not prioritizing the issue?’”
Voices25 Attendee
Takeaway: Numbers can inform—but only stories can move priorities, shift budgets, and change hearts.
The Power of One: Using a Single Patient Journey to Ignite Change
In her Storytelling Breakout, Authenticx Storyteller Dr. Olivia Beaty showed how a single patient’s voice can reveal system-wide friction—and inspire real change. By mapping one caller’s chronological journey, leaders can clearly see what works, what breaks, and why it matters.
“Using the right method for your questions is essential.”
Sr. Insights Storyteller Dr. Olivia Beaty, Authenticx
Building on Sally Perkins’ keynote, Olivia emphasized the power of “tree tales within forest tales.” Zooming in on one specific story sets both the emotional and strategic stakes needed to spark transformation. She outlined five steps to bring data to life:
- Make it Personal
- Visualize the Timeline
- Never Replace Listening
- Apply the Workshop Model
- Channel Connection into Action
Takeaway: With the right story, in the right room, at the right time—leaders can listen with intent and ignite meaningful change.
AI Breakouts:
Powering Scalability: Level Up Your Quality Management Program with LLMs
Next, this AI Breakout featured Authenticx leaders Emir Sabljakovic (Director of Conversation Analysis) and Grace Woodman (Product Manager), who showed how LLMs can transform quality management by uncovering issues, empowering agents, and future-proofing systems.
They spotlighted the core call center challenges: manual reviews, soaring call volumes, high costs, inconsistent scoring, and delayed feedback. Then, they flipped the script with the opportunities of AI:
- 100% QA review at scale
- Consistent, objective scoring across every call
- Near real-time feedback and automated coaching notes
- AI and humans working together for better outcomes
Takeaway: AI-powered QA isn’t a future promise—it’s here, it’s scalable, and yes—it works.
Understand How and Why AI Drives Business Success
In his AI Breakout, Authenticx CTO Michael Armstrong cut through the noise to define what AI is—and what it isn’t. His focus: intentional AI development that drives real impact in healthcare.
Michael framed AI through cognitive offloading—reducing mental load by letting tools handle tasks. But he stressed AI must be used deliberately, guided by three principles:
- Augment – boost speed and output
- Balance – keep humans in the loop
- Curiosity – question and explore
The call to action was clear: intentionality matters. This means designing processes, scaling responsibly, and aligning AI with business outcomes.
Takeaway: Any AI can give an answer. The right AI delivers outcomes.
Panel: Building an Intelligent Enterprise with Intention
After the back-to-back breakout sessions ended, Authenticx VP of Client Success, Sarah Hankins, led a panel discussion with three leaders on how their organizations are finding success by leveraging the Authenticx platform to elevate, accelerate, and evolve their data insights.
- A global biotech patient support director shared that Authenticx integrates into daily workflows, enhancing existing processes and becoming a core tool for agent productivity.
- A regional Medicare services director explained how the Eddy Effect acts as a built-in ROI calculator, linking customer friction directly to handle time and performance metrics.
- A global pharmaceutical patient support director emphasized that Authenticx is not a “gotcha” AI tool, but a way for agents to improve work quality and patient experience.
Along the way, Sarah asked each of them questions to dive deeper into their successes, AI maturity, and lessons they learned along the way. Here are some responses we heard:
“When launching a program from scratch, you have to get vendors you trust and know, and that’s why I went to Authenticx.”
“I want to translate the story internally but also outward to the caregivers, stakeholders, community, and industry for them to see what is possible.”
“Having this tool in our hands allows us to celebrate our successes and understand our patients—and taking that approach gives our teams the motivation to help that next patient.”
Voices25 Day 2
Keynote with Jack Lampka, Global AI Expert
After an evening of conversation at our happy hour and then dinner at Punch Bowl Social, we gathered back at the Alexander for Wednesday’s programming resuming with guest keynote speaker and Global AI Expert, Jack Lampka. With experience spanning tech, pharma, and startup environments, Lampka was well-suited to share his AI methodology with our healthcare audience.
“AI is like a gym membership, it’s paid for, but whether or not you use it up to you.”
Global AI Expert Jack Lampka
To ground the discussion, he walked through four AI types—artificial general intelligence (AGI), machine learning (ML), deep learning (DL), and generative AI (GenAI). In sharing how AI can work for adopters, he outlined the positive effects on patient insights, agent recommendations, resource optimization, and content creation.
“You and your competitor have access to the same tools. However, the competitive advantage is being better able to use LLMs to communicate and synthesize data for tech systems or business intelligence.”
Global AI Expert Jack Lampka
But why does AI fail? Echoing Eric Prugh’s Day 1 keynote, he explained: They ignore business needs, lack a critical data mindset, and overlook company culture. As Lampka pointed out, analytical AI (ML and DL) is 4X more likely to bring business value than GenAI alone. The AI hype has flipped the true value vs. the perceived value of analytical AI and GenAI.
Lampka shared the employee mindset leaders must navigate when adopting AI—fears of replacement, performance tracking, data ownership, or skepticism about AI recommendations. He urged organizations to treat AI adoption like they would products—market them, measure them, and embrace trial and error.
Takeaway: To gain value from AI, answer “What’s in it for me?”—then measure, gain support, and scale for business intelligence. To do this, remember these three things:
- AI is more than ChatGPT
- The time for AI is now
- Bring people along as the human factor
The Potential of AI: Evolving Patient Support and Safety in a Shifting Regulatory Landscape
Authenticx General Counsel & Head of Compliance Erika Sylvester returned to Voices25— joined by Chief Financial & Privacy Officer Kip Zurcher—to tackle the fast-shifting regulatory landscape in their session, “The Potential of AI.”
From evolving FDA guidance to state legislation and global privacy standards, the duo laid out what healthcare leaders must know to innovate responsibly. Setting the table, Kip outlined the session agenda: illuminate the regulatory landscape, explore regulatory themes, and ignite the journey forward. Then, Erika spotlighted the FDA’s 7-step credibility framework—covering AI definition, context, risk management, and outcomes—while connecting it to U.S. (state and federal) and EU developments, HIPAA, GDPR, and broader global frameworks.
Discussion then turned to the most pressing ethical imperatives: bias, transparency (explainability and consent), and human-in-the-loop oversight (development, deployment, monitoring, and services).
“The challenge becomes that if regulation comes down, will there be rework. That is the tension. And that tension is real.”
Chief Financial & Privacy Officer Kip Zurcher, Authenticx
Panel: Insight to Impact – Transforming Signals to Meaningful Change
The final presentation of Day 2 featured a powerful panel of healthcare leaders—a biotech quality director, a pharma patient services and design director, and a regional hospital system CX executive. Moderated by Founder & CEO Amy Brown, the discussion cut through the noise to confront the hard truths of innovation.
Panelists shared candid perspectives on:
- Change management—the challenges and lessons learned
- Balancing strategy and discipline—keep up with pace of innovation
- Defining real impact—what measurable outcomes truly look like in practice
The conversation highlighted how leaders are actively reshaping systems to deliver value for both business and patients.
“When you marry up qualitative and quantitative data, you can’t just say you’ll do something about it—you have to take action.”
“There is so much information at your fingertips—there is more than what we know what to do with.”
“The more you can share and use those insights, the more people you can help.”
Takeaway: Real innovation requires candor, courage, and a willingness to learn from the challenges shaping healthcare today.
Workshop: Make AI Work for You – Get Everything You Need from Your AI Assistant
Voices25 closed with a hands-on workshop led by Sr. Manager of Product Marketing Clare Maher, who delivered a crash course in practical prompt strategies. Attendees walked away with actionable skills: crafting prompts beyond generic outputs, refining strategies to extract sharper insights.
Takeaway: Smart prompts drive smarter outcomes.
Key Takeaways from Voices25
Voices25 established itself as a can’t-miss event for healthcare professionals and industry leaders. Serving as connective tissue for cross-functional healthcare industries, the summit provides human connection in the age of intelligence (as CPO Eric Prugh explained on Day 1), an action-oriented education when data is so often stored and ignored, and a point in time where igniting change isn’t a pipedream but a necessity for the future of healthcare.
The top takeaways from Voices25 highlight the power of conversations and its relationship between humans and the technologies prepared to support them every step of the way. If you don’t think there is a seat at the table, start building it.
- Intelligence is a mindset that starts with your employees and ends with full enterprise.
- Something magical happens when people hear and connect with a story—and it is the will to act.
- AI strategy must align with your human strategy, governance efforts, and patient outcomes.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
Want to learn more? Contact us!
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