Read healthcare, technology, and AI news and insights from Authenticx leaders.
Healthcare IT Today | Healthcare AI Tools – 2025 Health IT Predictions
Authenticx Chief Product Officer Eric Prugh was recently featured in Healthcare IT Today about 2025 predictions for healthcare AI tools.
Check out our community’s predictions for Healthcare AI Tools:
“To successfully integrate AI, leaders will find that intentionality matters in deploying insights that offer high value. Organizations that intentionally integrate AI into their existing processes and operations will be the ones who stay ahead in AI development. Those that chase new applications of the technology without a clear purpose will fall victim to imprecise and unremarkable AI tooling that was deployed to ‘check a box.’
To drive impact with your AI initiatives, you must have a clear idea of what your organization is trying to achieve, what part of that goal is best suited for automation, and then select a solution with the training required to do what you are asking of them with a high degree of accuracy and reliability.”
Eric Prugh, Chief Product Officer | Authenticx
International Travel & Health Insurance Journal | Understanding Customer Behaviour
Authenticx Founder & CEO Amy Brown was recently featured in ITIJ’s January issue about how intentional listening tools help identify emerging trends.
Tech advances revealing new insights into customer behaviour
Alongside reshaping the consumer landscape, technological advancements have revolutionised how businesses track and analyse customer behaviour, enabling them to fine-tune products to better meet market demands. Amy Brown, Founder and CEO of Authenticx, underscored the power of intentional listening technologies in spotting emerging trends.
“By listening to customer conversations at scale, we hear current perceptions and track new or recurring topics in real time using unsupervised topic identification. Rather than waiting weeks or months to see these behaviour trends, we can respond to them proactively. Simply put, the sooner you hear it, the sooner you can act on it.”
Amy Brown, Founder & CEO | Authenticx
Contact Center Pipeline | Looking Beyond NPS and CSAT
Authenticx Founder & CEO Amy Brown recently contributed to Contact Center Pipeline about how conversational intelligence transforms healthcare CX.
Healthcare organizations are idly hanging onto net promoter (NPS) and customer satisfaction scores (CSAT).
Why? For some, it’s because they don’t know better. For others, they refuse to enter the next era of customer listening because of fear. They take the quick and easy path, preferring to stay in their comfort zone.
And comfort zones rarely confront and welcome innovation. When companies, like in healthcare, fail to innovate, they are also failing to satisfy their leaders, board members, and stakeholders who lack confidence in NPS and CSAT data.
Five years ago, before we had the technology that could harness data and generate insights from customer interactions, these scores served an essential purpose.
But now? These survey-based metrics no longer paint accurate customer experiences (CX)s: NPS and CSAT surveys are failing the business and customer outcomes.
“By leveraging AI to listen at scale to the actual customer voice, organizations embrace a patient-centric approach.”
Amy Brown, Founder & CEO | Authenticx
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
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. In 2023, Authenticx was ranked No. 349 on the Inc. 5000 recognized as one of America and Indiana’s fastest-growing private companies.
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