Catch up on podcast episodes featuring Authenticx voices in 2023.
Deep Listening – Impact Beyond Words: The Hidden Value in Your Contact Center and How to Listen at Scale
Authenticx Founder & CEO, Amy Brown recently joined author & host Oscar Trimboli on the Deep Listening podcast.
In the episode, Amy and Oscar discuss Amy’s journey, the importance of listening to the voice of the customer, how AI unlocks data to create meaning, and how Authenticx is revolutionizing healthcare by listening at scale with AI solutions to find value from data insights.
“As soon as that call montage was over, we paused. And we waited to see what the members of our client’s team in the room had to say – Most of the leaders in the room had never really heard their patients’ voice before, and it was transformational.
We’ve just found over and over again that listening to the actual human voice – there’s nothing quite like it.”Amy Brown, Founder & CEO, Authenticx
NPR’s Midwest Moxie: Listening in at Scale to Health Care Providers’ Customer Conversations
Authenticx Founder & CEO, Amy Brown recently joined host Kathleen Gallagher on Midwest Moxie, an NPR podcast.
In the episode, Amy and Kathleen discuss Amy’s journey, the purpose of Authenticx, the Eddy Effect™, and how Authenticx is revolutionizing healthcare by listening at scale with AI and machine learning to create action by industry leadership to enter the next era of customer experience AI with Authenticx.
“Listening to the voice of another human being – there’s nothing that replaces that – no dashboard, no trendline, no data point can replace what happens inside our brain and our bodies when we hear the voice … And those clips represent illustrations to that the data point – they’re not anomalies, they’re not exceptions.”Amy Brown, Founder & CEO, Authenticx
Entrepreneurs on Fire: Eradicating Fear-Based Leadership
Authenticx Founder & CEO, Amy Brown recently joined host John Lee Dumas on the Entrepreneurs on Fire podcast.
In the episode, Amy and John discuss building a company, fear-based leadership and approaches, and how to move away and unlearn this leadership style with understanding, acceptance, and commitment.
“In a workforce where they’re asked to contribute, leaders have to be aware of where they feel weak and be willing to vocalize that in a way that shows strength … ‘I’m here to learn and grow. And I’m asking for help to learn and grow’.”Amy Brown, Founder & CEO, Authenticx
The CTO Show with Mehmet Gonullu: Revolutionizing Patient Care with AI
Authenticx CTO Michael Armstrong recently joined host Mehmet Gonullu on The CTO Show podcast.
In this episode, Michael and Mehmet discuss what Authenticx’s AI means for healthcare, how Authenticx gathers and analyzes unstructured data, the purpose of building proprietary and responsible AI, and the future of technology innovation. They also discuss the holistic approach of being a CTO, how Authenticx humanizes AI rather than removing humans from the healthcare process, and why AI in customer experience (CX) is important.
“This is actually part of our philosophy: If we’re going to build AI – if we’re going to build intelligence – we don’t want to do it just because it’s neat. It has to be something we can act on.”Michael Armstrong, CTO, Authenticx
Resultant’s Data Driven Leadership: The Transformative Role of Conversational AI Data in Healthcare
Authenticx Chief Evangelist Leslie Pagel recently joined host Jess Carter on the Data Driven Leadership podcast.
In this episode, Leslie and Jess discuss what Authenticx’s conversational AI encompasses, how it speaks to patient and business outcomes with use cases, our Eddy Effect proprietary model, and how to best leverage data for healthcare professionals with data-backed storytelling.
“It is our very intentional approach at bringing the head and the heart together. A lot of times, people think about storytelling in these buckets of presentation – like, just the delivery or as data visualizations – and for us, it is really about the data being backed with evidence-based insights that are communicated in a storytelling format for purposes of inciting action.”Leslie Pagel, Chief Evangelist, Authenticx
NPR’s Journeys of Discovery: Authenticx Humanizes Artificial Intelligence via Gleaned Healthcare Tele-conversations
Authenticx Founder & CEO, Amy Brown recently joined host Tom Wilmer on the NPR’s Journeys of Discovery podcast.
In this episode, Amy and Tom discuss how Authenticx aggregates, analyzes, and activates hundreds of millions of recorded healthcare customer interactions that are already occurring—often stored and ignored in organizations—with reliable data-backed insights to prompt action within the customer journey that humanizes artificial intelligence.
Read our blog about the episode here. Listen by visiting the KCBX Central Coast Public Radio website below.
“Our whole mission is to help leaders have a data-backed way to connect to their customer and know the truth of what’s actually happening in their customer journey.”Amy Brown, Founder & CEO, Authenticx
Navigating the Customer Experience: Unlocking Patient-Centric Care: The Transformative Power Of Conversational AI In Healthcare
Authenticx Chief Evangelist, Leslie Pagel recently joined host Yanique Grant on the Navigating the Customer Experience podcast.
In the episode, Leslie shared her journey, using conversational AI, AI impact, and influential and tools, books, and other insights.
Success from Anywhere: The Prescription for Customer Connection with Amy Brown
Authenticx Founder & CEO, Amy Brown recently joined host Karen Mangia on the Success from Anywhere podcast.
In the episode, Amy Brown discusses her journey from enterprises to entrepreneurship, what conversational AI is, the Authenticx product, and how to continue growth and scalability in healthcare.
Some topics reviewed in the episode include the value of feedback data, how to provide insights about the customer experience, the Eddy Effect, and how to build a thought into a business.
“We have learned that you can’t dispute something you hear with your own ears… We marry visualized data with call clips from your contact center – from the actual conversation – and when you hear it directly from the mouths of your own customers: you can’t unhear it.”Amy Brown, Founder & CEO, Authenticx
Get IN. Podcast: How to Be an Authentic Leader: AI, VC, and Startup Culture with Amy Brown
Authenticx Founder & CEO, Amy Brown recently joined hosts “Toph” Day and Matt Hunckler on the Get IN. podcast, from Powderkeg and Elevate Ventures.
In the episode, Amy Brown discusses her journey into creating Authenticx, the value of humans in AI, and forming a dynamic and authentic culture. From stories of youth to entrepreneurship and seeking venture capital, Amy explains the challenges and opportunities that she came across throughout her experiences.
Some topics reviewed in the episode include the importance of unstructured data in healthcare, the humanity that is needed to exist in AI and machine learning models, and maintaining a culture built on values that can be believed and trusted.
“For us, it was really important that the AI that we were building was going to be accurate and meaningful for the healthcare sector that we were serving, so we decided to hire our own team members who represent a diverse group of human beings that have worked inside the healthcare setting.”Amy Brown, Founder & CEO, Authenticx
Strategy and Leadership Podcast: What happens when you listen to millions of your customers with Amy Brown
Authenticx Founder & CEO, Amy Brown recently joined host Anthony Taylor on the Strategy and Leadership Podcast, from SME Strategy Consulting.
In the episode, Amy Brown discusses how her 20-year career in healthcare led her to create an intentional AI listening solution that is capable of bringing insights to conversational data found in healthcare customer experiences.
From call centers and pharmacies to hospitals and hubs, Authenticx draws out data that is often stored and ignored from customer conversations. By listening at scale with AI technology, organizations are better able to improve their problems in their CX while also celebrating positive interactions.
To listen to solve problems is to listen to care about your business outcomes and their patient journey. When customer stories are told, companies can start to bring attention to what is going wrong while highlighting what is working, which ultimately builds back the noble purpose of why healthcare works to improve the lives of their customers.
“The good news is when you listen at scale to hundreds of thousands or millions of conversations, there’s always a mix of good with the bad. And one of the most delightful parts of this work is that you hear the most heartwarming stories of a human connecting to another human – and no one would’ve known it if AI hadn’t existed to find it.”Amy Brown, Founder & CEO, Authenticx
The Customer Service Revolution: Listening to What Your Customers Are Saying with Leslie Pagel
Authenticx Chief Evangelist, Leslie Pagel recently joined host John DiJulius on The Customer Service Revolution podcast.
In this episode, Leslie dives into the voice of the customer (VoC), customer satisfaction surveys, and listening at scale to unsolicited feedback. She also provides insights for healthcare leaders interested in leveraging conversations to improve operations and revolutionize their CX.
They close on a conversation about machine learning (ML), artificial intelligence (AI), and Authenticx’s Eddy Effect, a product designed to identify when customers and patients are stuck in their journey. The Eddy Effect is a powerful metric that can help businesses locate pain points and take action.
Customer conversations are a valuable source of data and with AI, ML, and human listening – organizations can begin to listen for action while empowering and retaining both customers and agents to meet their business and healthcare outcomes. You can listen on the DiJulius Group website, Apple Podcasts, and Spotify.
“The most rewarding is listening to a customer who is navigating their care and being able to amplify their voice to an audience within the business that can do something about their problem. That is so powerful.
I’ve been in presentations where the most senior person at the beginning of the calls says, ‘Leslie, you have my full, undivided attention because I haven’t heard this before. I’ve heard our customers, but now you’ve put this data to it to help me put it in perspective.’“Leslie Pagel, Chief Evangelist, Authenticx
TechCrunch’s Found Podcast: Mitigating AI biases in healthcare with Amy Brown from Authenticx
Authenticx Founder & CEO, Amy Brown recently joined hosts Becca Szkutak and Dominic-Madori Davis on the Found podcast from TechCrunch.
In this episode, Amy discusses her background, her entrepreneurship and fundraising experiences, how intentional AI tools can create impact, and how being human-centered is key to CX.
She further explains how listening to the actual voice of the customer can give actionable insights from contact center data to meet business outcomes and improve health outcomes for patients. You can listen on the TechCrunch website, Apple Podcasts, Spotify, and Google Podcasts.
You can also read more about Amy’s perspectives on ethical AI in an article from TechCrunch’s Rebecca Szkutak, titled “How two founders approach building ethical AI startups in health care”, here.
“Now, we’re starting to hear in this conversational data issues around health equity, issues around social determinants of health – that all exists in this data source as well, so we’re excited to work our way up to the higher fruit in this conversational data source and having an impact on the healthcare system.”Amy Brown, Founder & CEO, Authenticx
CX Passport Podcast: Amy Brown – Founder & CEO – Authenticx
Authenticx Founder & CEO, Amy Brown recently joined host Rick Denton on the CX Passport podcast.
In this episode (“The one with the customer mix tape”), Amy and Rick discuss Amy’s journey through her healthcare experiences and how each path can serve different outcomes.
She explains conversational data insights, growing up in healthcare, healthcare complexities, and how to use data-backed storytelling to spark change. You can also listen on the CX Passport website, Apple Podcasts, Spotify, and Amazon Music.
“We have to help our clients do their own data-backed storytelling within their own organizations. They have to influence change…Think of the voice of the customer as an illustration in the storybook to the data point that you’re presenting. AI helps us quantify, it helps us trend, and it helps us know the what.”Amy Brown, Founder & CEO, Authenticx
Chief Evangelist: Leslie Pagel on Helping Humans Understand Humans
Authenticx Chief Evangelist, Leslie Pagel recently joined host Ethan Beute on the Chief Evangelist podcast.
In this episode, Leslie and Ethan discuss Leslie’s journey to becoming Chief Evangelist from Chief Customer Officer, in which she helped define, measure, and achieve value in healthcare CX from individual organizations to the whole industry.
She explains how the voice of the customer can be leveraged via unsolicited feedback to help humans understand humans. You can also listen on the Chief Evangelist Podpage, Apple Podcasts, Spotify, Amazon Music, and YouTube.
“Listening to customers – it’s not about doing a survey; it’s about leveraging all the interactions that you’re having with your customers and getting as much value and insight from those so that you can guide the business.”Leslie Pagel, Chief Evangelist, Authenticx
Slice of Healthcare Podcast: Amy Brown – Founder and CEO – Authenticx
Authenticx Founder and CEO, Amy Brown recently joined host Jared Taylor on the Slice of Healthcare Podcast.
In this episode, Amy and Jared discuss Amy’s healthcare background, the creation of Authenticx, the importance of speech analytics in healthcare, technology’s role in using conversational data to improve patient experiences, and what’s next for Authenticx.
“We believe that conversational data is much more contextual, it’s more representative of the truth, and you’re going to hear things in a very different way than you would if you were just relying on a survey score and maybe a note or two. “Amy Brown, Founder & CEO, Authenticx
This Week In Voice Podcast: Amy Brown – Founder and CEO – Authenticx
Authenticx Founder and CEO, Amy Brown recently joined host Bradley Metrock, CEO of Project Voice and General Partner of Project Voice Capital Partners on the This Week in Voice podcast.
In this episode of This Week in Voice, Bradley invited Amy and other AI/conversational intelligence leaders to share their thoughts on recent technology and AI news, including GPT-4, generative AI, voice assistance, and Gartner’s Magic Quadrant. You can also listen on Apple Podcasts.
“I just see a huge opportunity for the business application [of voice assistance] to improve significantly. In our business, we do a lot of ingesting – not only human to human converations – but human to bot conversations, and the level of frustration [with bots] is palpable on the part of the consumers that are trying to engage.”Amy Brown, Founder & CEO, Authenticx
Life Science Success Podcast: Amy Brown – Founder and CEO – Authenticx
Authenticx Founder and CEO, Amy Brown recently joined host Don Davis, PhD on the Life Sciences Success podcast.
In this episode of Life Science Success, Amy and Don discuss her experience and perspective as an executive with 20 years of public and private sector experience in health care public relations, startup management, policy development, quality improvement, and insurance operations.
“When you zoom above and look at it all you see a really crushing level of complexity that are affecting the organization’s ability to live out their potential with the value proposition they have because they’re dependent on the other pillars of the space and complexity of that.
And then you zoom into individual patient voices we’re surfacing and just every day we’re seeing the crushing nature of this complexity on patients.”Amy Brown, Founder & CEO, Authenticx
AHA Associates Bringing Value Podcast: Enhancing the Patient Experience Through Employee Conversations with Leslie Pagel
Authenticx Chief Evangelist, Leslie Pagel, and Rachelle Tardy, Director of Clinical Outcomes & Care Integration for Eskenazi Health recently joined host Kathleen Wessel on the AHA Associates Bringing Value Podcast.
Their discussion centered on building a superior patient experience by starting with the hospital workforce. Providing employees with the needed tools, training, and resources can have an enormous impact. This podcast explains the power of listening to employee and patient voices and how these insights can inform patient experience strategy.
“Listening to these conversations has really opened new channels of insights for our team, as I’ve shared, we have had the ability to take action and empower and equip employees so that they actually have the needed resources and tools to really serve our patient population. This has provided opportunities to enact change which is so very exciting in healthcare.”Rachelle Tardy, Director of Clinical Outcomes & Care Integration for Eskenazi Health
IBJ Podcast: Amy Brown’s unusual route from family studies to tech CEO
Amy Brown, Founder & CEO at Authenticx, recently was a guest on the IBJ Podcast hosted by Mason King.
In this week’s edition of the IBJ Podcast, Brown discusses what it took to bootstrap Authenticx and get it off the ground, including her desire to inspire her four children. She also sheds light on the experience of persuading venture capitalists to invest in Authenticx, including one distinction in her presentations that she said was invaluable.
Join Amy and Mason in this conversation as she shares her success journey and how Authenticx is looking forward. You can also listen at iTunes, Google Play, Tune In, Spotify and any place you find podcasts.
Scared Confident: The Myth of Control with Amy Brown at Authenticx
Amy Brown, Founder & CEO at Authenticx, recently was a guest on the Scared Confident podcast hosted by Tiffany Sauder.
When Tiffany met Amy Brown, Amy was free-falling. A 42-year-old mother of four, she recently took a leap of faith, leaving her stable corporate job in order to pursue her entrepreneurial passion and teach her children the power of sacrifice, hard work and living with intention. She is a social work-educated entrepreneur and the founder of Authenticx, a healthcare organization that helps humans understand humans through conversational intelligence.
Join Amy and Tiffany in this intimate conversation as she shares her success journey, how fear and vulnerability can create transformation, and claiming authenticity as your own personal superpower.
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
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!