Last week, we brought dozens of healthcare leaders together in Indianapolis, Indiana for Voices24, the second annual Authenticx Summit. Here are some key highlights and takeaways from the event.
On Tuesday, September 10, Authenticx kicked off Voices24, bringing together healthcare’s most forward-thinking leaders from provider, payer, and life sciences organizations across the country. Over two days at the Hotel Carmichael in downtown Carmel, Authenticx leaders, attendees, and inspirational speakers created new connections and explored how they can excel with artificial intelligence (AI) to generate impact.
Every session over the two days at Voices24 left a lasting impact on healthcare attendees and guests to better use AI to leverage conversation data by listening at scale to generate transformation for their organization and understand where the industry is going. In this post, we’ll provide a session-by-session recap of the summit.
Day 1
Opening: Generate Impact: Excelling in the AI Era
Authenticx Founder & CEO Amy Brown kicked off the summit by welcoming the audience to Voices24 with a story. In her morning keynote, she discussed how AI is feeling more and more saturated, such as a summer hit song (for Amy, it was and will always be “Don’t Worry, Be Happy.” She then went on to share how industries in healthcare often point blame at each other for system and process issues when the reality is that all payers, providers, and life science organizations are marvels, and they work better together in the AI era to generate an impact. And that impact is made by leveraging conversation data.
But how can my organization use AI to act? No matter the vertical, Amy explained that by scaling QA programs, improving key business metrics, and compliance consistency and efficiency. By using the right tool for the right job, not only can AI help you, but humans can be kept in the loop to keep you and your organization more informed, educated, and hopeful.
Joining Amy in the opening keynote, Chief Product Officer Eric Prugh dove into how the only limit is our imagination. AI is bringing the voice to the data, and conversations are now shedding light on what we can see, hear, and act on. We can correlate the business metrics with real conversations happening within your customer population – the barrier, the drivers, the friction, and – yes – the impact being made (and measured).
We can now do more with less while telling the stories of customers. But what is missing? What can help improve your adoption and activation? A river guide. And at Voices24, Eric announced a new Authenticx feature and assistant to your needs – Ava.
Roundtables: Insights with Impact
Following Amy and Eric’s opening keynote, Voices24 attendees split into roundtable discussions to examine the current state of conversation AI, and the potential conversation AI can have for their industries and organizations. These discussions centered on three overarching themes: AI sentiment, AI potential, and AI application. Forming connections within their groups, each had the opportunity to share their thoughts and respond.
Around how AI is being talked about, we heard:
- There is high interest and excitement
- AI can help reduce effort/burden
- Effective AI application requires some training
Around the problems and opportunities occurring with AI, we heard:
- There are problems with the speed to adoption and training
- There is an opportunity in scaling for enterprise-wide insights
Around the successes and plans for AI application, we heard:
- AI is helping in quality metrics and data understanding
- AI can be a major factor in hubs and risk mitigation
- There is interest in anticipating trends and using AI automation
Rotations: The Forefront of AI
Tuesday’s afternoon rotation sessions included presentations led by Authenticx General Counsel Erika Sylvester and Authenitcx Sr. Manager of Storytellers Sally Perkins. Each of their presentations opened thoughtful discussions on important trending topics.
In “The Forefront of AI”, by Erika Sylvester, she broke down the Rules of the River when it comes to understanding the regulatory landscape of AI. These rules included defining common phrases in AI, where AI is winning (e.g., unlocking unused data and purpose-built models), and where AI is being challenged (e.g., GenAI reliance and unrealistic expectations create scrutiny).
After leveling the AI playing field, she shared where regulatory guidance and governance are currently at – globally, federally, and state by state. The main takeaway: the landscape is complex. Take for example, at the state-level in the United States, there are over 24 privacy laws in effect in relation to AI (but no federal regulations as of September 2024). However, from a global perspective, the EU is pacing AI regulation with the passage of the EU AI Act.
In looking forward to what attendees should do next, she noted where the most attention should be given:
- Supply chain resistance
- Data positioning and cybersecurity
- The relationship between AI and society
- The digital immersion of regulation
Rotations: The Eddy Effect on Care
In “The Eddy Effect on Care”, led by Sally Perkins, she and her team took the audience on a journey, presenting research and sharing their findings. Hearing audio montages of customer voices, she introduced how disruptions in the care journey have been affecting the delay or prevention of care.
Diving into their research, they shared the data variables and began to share insights developed from the project. Sally’s team provided an example of the journey that Providers often take in handling the complexities of the healthcare system, being in the middle of intersecting voices and needs. They identified where barriers are seen and felt, as well as top reasons for delay in care.
To end the session, the attendees had a mini-workshop to think about ways everybody, each industry, can help decrease the administrative burden found inside our healthcare system. Of the workshop responses, we heard the following as potential ways to ease the burden:
- Standardizing digital paperwork
- Centralizing systems to assist automation and patient tracking
- Educating teams on where common issues occur and looking for them
“If a single voice can start an avalanche, our voices can start an avalanche of change.”
Success Stories: Impact with Conversational AI
After the rotation sessions ended, three Authenticx clients shared their partnership experience in using the Authenticx product to create impact with the power of conversation data. After, Founder & CEO Amy Brown led a panel discussion responding to questions from the audience.
An operations and legal executive at a travel insurance organization highlighted the impact of targeted listening. With an IVR redesign, they minimized confusion around how to register and read ID cards, and they actively reduced long calls with training and workshops developed from data insights.
A patient access and navigation executive at a large regional health system shared how the power of conversations has impacted the organization over a years-long partnership. They shared lessons learned from transforming their contact center into an insights center.
A patient services executive and a reimbursement and access executive from a leading pharmaceutical organization outlined the power of data-backed storytelling to advocate for needed organizational change.
Day 2
Keynote: Catalyzing Change by Changing the Narrative on CX
After an evening of dinner at Feinstein’s and live music from Cousin Roger, Wednesday’s morning programming resumed with guest keynote speaker and Global Customer Excellence Lead at Pfizer, Wayne Simmons. Working in CX and teaching at Michigan State University, Simmons is focused on amplifying the customer voice to drive change and make a difference by becoming a catalyst.
Sharing what it means to be a catalyst and what each of us can do to impact our organizations by amplifying the customer voice, Simmons sought to spark the minds and hearts of attendees at Voices24 by spotlighting the narrative around customer-centricity and bringing a focus back to generating impact from it. He shared three cases that exist in CX to set up the reason for change: The Aspiration, The Expectation, and The Lived Experience.
By highlighting these, he led the presentation into the ways organizations can build customer excellence. By reigniting urgency as a missing factor for people, he touched on how experiences are valued, transactionally and relationally. But what makes the case for urgency so strong? Simmons emphasized the importance of a three-tier approach for urgency: financial, logical, and emotional – and by using each of these as a bridge from the current state to a future state can scale CX for organizations with purpose and intent.
Roundtable Reflections
Following Wayne Simmons’ keynote, Voices24 attendees had time to reflect and respond as groups to Voices24’s key concepts – excelling in the AI era and generating impact – shared in Day 1’s rotation sessions, “The Forefront of AI” and “The Eddy Effect on Care. With information fresh from the keynote and the sessions from Day 1, the reflection brought together the attendees to begin their journeys to start creating more impact in their organizations. We heard:
“AI will not take your job, those that embrace AI will.”
“AI is helping to summarize and get to insights faster.”
“Amazing success stories were shared.”
“[I’m] thinking about the way to train and prepare to take advantage of new features.”
“[It has] transformed the way we think.”
Fireside Chat
After the Reflection, Wednesday rolled into the afternoon’s final session during a Fireside Chat with Founder & CEO Amy Brown. Amy discussed her journey, and the partnerships created along the way that have made Authenticx what it is today – from new perspectives to milestones surpassed.
The chat then shifted to the current state of conversational AI in healthcare, diving into the challenges, trends, and solutions that AI is bringing customers and users alike. Sharing advice to leaders, Amy noted how once the voice of the customer enters the boardroom, that is when real change begins because you cannot unhear what you’ve already heard.
Post-Summit Product Workshops
Workshop: Product Roadmap and Exploration
Authenticx had two post-Summit workshops available for attendees. The Product workshop was held on Wednesday afternoon and was led by Chief Product Officer Eric Prugh. During this session, Eric shared the Authenticx product roadmap and answered product-related questions. He covered the three core themes of the roadmap: a world-class AQM, an AI outcome-driver, and the ability to tell stories with data. With laptops ready, Eric brought the attendees on a product exploration and discussion within a demo environment to use new features.
Workshop: From Insights to Action with Data-Backed Storytelling
In the second post-Summit workshop, Sr. Manager of Storytellers Sally Perkins and Sr. Insight Storyteller Olivia Beaty presented how the power of storytelling can drive strategy and action when done well. This workshop was created to do just that: to democratize the power of storytelling by enabling our clients with the skill of Data-Backed Storytelling. Split into four key parts, Sally and Olivia highlighted why data-backed storytelling is important, how to find a story in data, how to structure a story, and how to tell a story effectively. Receiving practical tips along the way coupled with examples of data often found in healthcare, attendees learned how to craft a story with both the audience and the purpose leading the words of impact.
Voices24 Takeaways of Impact
Voices24 became more than an event – it became a pivot point for attending healthcare leaders and professionals to spur action from insights, cutting through the noise of the AI hype cycle, to hear from all corners of the industry who are harnessing the power of conversational intelligence to generate actionable and measurable impact. The top takeaways from Voices24 highlight the importance of not only leveraging innovative technologies like Authenticx but to staying up to date with new methods of obtaining and activating data for insights.
- The AI hype may feel oversaturated, but it is as innovative as ever.
- Conversations hold immense value for your customers and your organization.
- Technology is inspiring how we better tell customer stories with data insights.
Interested in joining us next year at Voices? Have an idea for a session or speaker? Stay connected on planning and opportunities for next year’s summit.
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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