Webinar Recap | The Beryl Institute: The Evolving Business of Healthcare

In September of 2023, Authenticx presented Crushing Complexity: The Evolving Business of Healthcare in association with The Beryl Institute.

No one can deny the fact that healthcare in the U.S. is complex. But how did we get here? How do patients and caregivers experience that complexity? And are we, in fact, crushing it, or is it crushing us? Based on the study of millions of conversations from all segments of healthcare — this presentation takes a 30,000-foot view of our healthcare system and its impact on consumers and business outcomes.   

We listened as Senior Insights Storyteller, Sally Perkins and Chief Evangelist, Leslie Pagel take you on Ruth’s journey in this complex healthcare experience and how we can improve the experience with the power of listening.  

In this webinar, we discussed

  • Listening to new perspectives and challenges about the state of the business of healthcare   
  • Identifying how leveraging conversations can solve healthcare-specific problems 
  • Understanding and activating organizational opportunities that address the complexity in our healthcare system 

We shared the story of Ruth and how conversational data evolves the patient experience. We must remember to confront the complexity of the healthcare system and take a hard look at what we’ve created and why it must change. 

To help crush healthcare’s complexity, we need to listen at the macro and micro levels to understand the full context of the patient journey. To learn more about Crushing Complexity, read our 3-part blog series — it dives into the obstacles and opportunities to improve, reflecting on today’s healthcare systems, and what we can do next to impact change in healthcare. Read the first blog in the series here.  

Click here to view a recording the webinar on The Beryl Institute.

Note: To view the webinar on The Beryl Institute website, you must create a free account with The Beryl Institute for access to this webinar and other great resources.


Sally Perkins has served as an Insight Storyteller at Authenticx for three years. Prior to her work at Authenticx, she was a full professor of rhetorical studies at California State University, Sacramento and Butler University in Indianapolis. She is also a professional story performer and has trained hundreds of professionals on telling compelling stories to accomplish business objectives. In her role as Insight Storyteller at Authenticx, she analyzes quantitative and qualitative conversational data from which she crafts relevant data-backed stories that offer insights on how healthcare clients can improve their processes and interactions to better serve their customers, whether those customers are patients, caregivers, HCPs, pharmacists, or other healthcare professionals. 


Leslie Pagel is the Chief Evangelist at Authenticx, a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she creates awareness, across the healthcare industry, of more efficient and effective ways for healthcare organizations to deliver on their customer objectives. With over two decades of working with customer experience (CX) teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.


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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