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Healthcare Industry Insights Featuring Authenticx Voices

Read healthcare industry insights from Authenticx leaders.

Quality Digest | Using Speech Analytics to Increase Positive Healthcare Outcomes with Amy Brown at Authenticx

Authenticx CEO Amy Brown contributed to an article in Quality Digest on the topic of Social Determinants of Health

Listening to customers is critical for healthcare organizations to ensure they’re delivering high-quality care to their patients. Sure, the traditional methodology of doing so via surveys can increase customer retention and profitability. But much like evolving from analog to digital, there’s a better way to listen to patients.

Surveys don’t work. The responses nearly always lack context, and asking an already frustrated patient to answer a few questions skews the results.

Conversational intelligence—that is, using speech analytics to listen at scale—tells more than any written survey and is a must for all patient-focused healthcare organizations. While conversations happen in many places throughout a healthcare organization, contact centers already record customer conversations, making them the perfect place to apply conversational intelligence.

Let’s dig deeper into three ways conversational intelligence enables healthcare organizations—especially their contact centers—to use patients’ voices in the boardroom to increase positive outcomes.

Authenticx in Action | On-Demand Video

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.

Want to learn more? Contact us!

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