Read healthcare industry insights from Authenticx leaders.
Dataversity | The Value of Data Analytics in the Health Care Industry
Authenticx CTO Michael Armstrong contributed an article in Dataversity on the topic of data analysis.
While the health care industry has lagged a bit behind other industries in adopting artificial intelligence (AI) and machine learning (ML) – and rightfully so, considering very valid security and safety concerns – its leaders have undergone a mindset shift, recognizing the value of technological innovations and data analytics.
Since its implementation, data analytics has completely transformed health care, influencing how organizations do their jobs and provide care – and changing how researchers, policy advocates, and patients operate within the system. This data has improved health care delivery in myriad ways, informing the execution of medical studies, improving patient understanding of health insurance and medical test costs, and guiding physicians in their preventative recommendations.
Health care leaders have found another valuable application for this data:
- Understanding patient pain points along their health care journey
- Identifying training needs for call center agents
- Uncovering insights from customer experiences (CX) and marketing initiatives
Contact Center Pipeline | Data Analytics: The Rx for CX
Authenticx Founder & CEO Amy Brown contributed an article in Contact Center Pipeline on the topic of data analysis.
Challenges, opportunities in using data analytics.
Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare customers become stuck along their journeys daily, according to our Customer Voices Report.
Many reasons contribute to such a high rate of disruption. The American healthcare system, with its providers, insurers, and pharmaceutical verticals, is quite complex. Each has its nuances, regulatory requirements, and roles.
But what these participants share is the responsibility of interacting with customers every day — hundreds of millions of them — who need their help.
When customers must navigate multiple systems and different branches within the healthcare system, they may find themselves trapped by the Eddy Effect — one issue leads to another issue which leads to another issue.
Customer Experience Magazine | Creating and Measuring Value of Service: The Healthcare Industry Perspective with Leslie Pagel
Authenticx Chief Evangelist Leslie Pagel contributed in an interview with Customer Experience Magazine on the topic of CX innovation.
The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging.
However, there is excitement regarding advanced technology integration in healthcare. Healthcare providers across the world now have a chance to integrate conversational AI solutions and level up the game when gathering and analysing patient feedback.
This further means that legacy systems of applying surveys to identify frictions have to be substituted with the innovation technology. But how ready is the healthcare industry for this transition? Our team talked about it to Leslie Pagel, Chief Evangelist Officer at Authenticx.
Applied Clinical Trials | Listening at Scale and Leveraging Conversational Data to Improve Clinical Recruitment
Authenticx Founder & CEO Amy Brown contributed an article in Applied Clinical Trials on the topic of listening at scale.
How can managers ensure their clinical trial participants represent future patients?
Clinical trials have a recruitment problem. More than two-thirds don’t meet original patient enrollment for a specific trial—and 85% of trials don’t retain enough patients. With clinical trials accounting for almost 40% of the US pharma budget, totaling about $7B each year—and the cost of patient recruitment at nearly $1.9B or 40%—recruitment is a weak link.
One of the biggest hurdles project managers face—especially when they fail to attract enough participants—is ensuring their clinical trial participants represent the patients their drugs are designed to help.
So how do life science companies solve this complex challenge? They can start by listening to conversations at scale during the recruitment process. This approach offers an effective strategy for gathering relevant and useful information to understand participants’ mindsets and any psychosocial factors affecting or influencing specific populations.
Fast Company | Will you lose your job to AI and tech like ChatGPT?
Authenticx CTO Michael Armstrong was quoted in an article in Fast Company on the topic of AI.
“In the near term, AI is more likely to change the nature of jobs versus fully replacing them…A software engineer will spend less time writing code and more time understanding the business problem they want to address with their software. It will likely open the door for people with differing skill sets to excel.”
Michael Armstrong, Authenticx CTO
HIT Consultant | Bringing The Customer Voice to Life in Healthcare
Authenticx Chief Evangelist Leslie Pagel contributed an article in HIT Consultant on the topic of the voice of the customer.
Voice is a powerful tool. The average person speaks about 7,000 words daily (although anyone who’s spent time around young children knows that estimate is probably low). Yet amid healthcare organizations building a more customer-centric approach to customer experience (CX), many have not included a key piece of the CX puzzle: analyzing the voice of the customer.
The value of unstructured data
Healthcare organizations use a variety of existing touchpoints to connect with their customers. Surveys gather customer feedback, while word clouds provide a way to visualize information, but structured data from these sources alone doesn’t paint a complete picture of the customer experience.
Unstructured sources, such as conversations with customers, allow organizations to access unsolicited feedback and may include:
- Inbound calls to contact centers
- Chatbot and SMS messages
- Emails, online messaging and social media interactions
GDS Healthcare Summit 2023 | Listening at Scale: A Renewable Source of Insights to Drive Business Outcomes
Authenticx Chief Evangelist Leslie Pagel presented at the GDS Healthcare Suumit on the topic of listening at scale for patient-centricity.
Join the virtual discussion on how strategic decision-making is being powered by tech innovation. This enables teams to listen at scale, and as a result, is changing how we understand customer emotions and behaviors to drive business outcomes.
Dataversity | Is Data the Achilles Heel of AI?
Authenticx Founder & CEO Amy Brown contributed an article in Dataversity on the topic of AI and dark data.
As Benjamin Franklin once said, “Nothing is certain except death and taxes.” Add this 21st-century irrefutable fact: The world can’t live without data. With its numbers, characters, facts, and statistics – the operations performed, stored, and analyzed – data has become an irreplaceable facet of daily life.
We use data to identify strengths and weaknesses. It helps businesses establish baselines, benchmarks, and goals to drive growth. It empowers people to make informed decisions, formulate strategies, and solve complex problems. And it enables leadership to understand behavior and address needs.
But organizations face a serious challenge: data silos. A Forrester study showed that cross-organizational, external, and internal data silos slowed machine learning (ML) deployments and outcomes, with 38% of respondents agreeing they needed to break down data silos across the organization and partners.
Enter artificial intelligence (AI), offering potential insights and opportunities across all industries, including health care – and the power to desilo data. But organizations often find themselves caught up in the idea of deploying AI but fail to take advantage of it.
Ancients believed the legendary Achilles was immortal. Yet one exposed part of his ankle left the mighty warrior vulnerable in battle. Is AI similarly vulnerable, or can organizations protect themselves from the challenges posed by valuable untapped data?
Health IT Answers | The Ethical Implications of AI and Data in Healthcare
Authenticx CTO Michael Armstrong contributed an article in Health IT Answers on the topic of AI.
From patient communication to cancer detection, artificial intelligence’s (AI’s) role across healthcare is becoming increasingly more prominent. Although its implementation increases the effectiveness and efficiency of healthcare, AI also raises patient privacy concerns. In fact, healthcare breaches were at an all-time high in 2021, affecting 45 million people, according to Critical Insights’ 2022 Healthcare Data Breach Report. To safeguard patient information and communications, healthcare organizations must build a foundation of trust, compliance and transparency.
AI’s relationship to data
Global data breaches have reinvigorated the focus on healthcare data’s security and privacy risks as has the interest in current protections in place. With AI-powered products helping to facilitate the exchange of medical information between patients and medical team members, healthcare organizations must take all steps to protect individual information and privacy.
Federal and state regulations and laws, such as the Health Insurance Portability and Accountability Act (HIPAA) govern the data that healthcare organizations collect and use. However, HIPAA has its shortcomings because the legislation originated well before AI and ML’s wider implementation.
CX Scoop | It’s Time to Reimagine Customer Experience
Authenticx Chief Evangelist Leslie Pagel contributed an article in the CX Scoop on the topic of CX innovation.
Business has evolved dramatically over the past two decades, yet somehow customer and patient experience (CX and PX) are stuck using outdated methods and approaches that don’t tell the complete story.
In the mid 2000s, when CX became the battleground for market share, companies created teams of individuals who were responsible for the customer experience function. During this time, there wasn’t a Customer Experience Professionals Association (CXPA), the CX Awards, or courses on CX, like there are today.
These individuals, these teams, were left to figure out CX independently.
While CX looked different from company to company, there were some common pillars that the profession focused on:
- Team, Resources, and Structure
- Data and Insights
- Communication and Culture
- Enabling Action and Outcomes
Smart Customer Service | Leveraging Conversational AI to Help Humans Understand Humans
Authenticx Chief Evangelist Leslie Pagel contributed to an article in Smart Customer Service on the topic of AI
Demands for personalized customer experiences have companies feeling pressure to adopt more customer-centric approaches. And customer service agents are under more scrutiny than ever, with more than 65 percent of people having higher expectations for good CX delivery.
However, these customer service interactions are bidirectional, with employees playing a critical part in the CX equation. Artificial intelligence-driven recordings and speech analytics offer valuable tools that determine the emotion and intent behind words, capture sentiment, and inform training needs by employing advanced acoustic algorithms to identify, measure, and evaluate speakers’ voice pace, pitch, tone, volume and other factors.
This sophisticated technology listens to the employee side of CX interactions, generating insights to offer employee support and training and helping leaders understand and connect with the needs of their organization’s patients and their communities.
Healthcare IT Today | Using AI Responsibly and Ethically in Healthcare with Michael Armstrong at Authenticx
Authenticx CTO Michael Armstrong contributed to an article in Healthcare IT Today on the topic of AI
From disease detection and treatment management to patient communications, AI plays an ever increasing role in the healthcare industry. While AI will increase effectiveness and efficiency, some worry about the cost. Will healthcare organizations sacrifice data privacy as they implement and rely more on AI?
Consider the numbers. In 2021, healthcare data breaches impacted 45 million people. The Department of Health and Human Service’s (HHS) Office for Civil Rights received reports of 63 breaches of 500+ records in September 2022. Those reports included 30 data breaches — hacking and IT incidents — of 10,000 or more patient records. One clinic’s database and system configuration files were deleted, affecting more than 3.6 million patients. The first six months of 2022 saw 337 security breaches affecting 19 million records and costing, on average, $10.1 million per incident — a 9.4% increase from 2021.
In a rapidly expanding era of AI, conversational analytics and data, healthcare organizations must build a foundation of compliance, transparency and trust dedicated to keeping patient information and communications secure.
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.
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.
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