— Virtual Think Tank —

Harnessing AI

The New Frontier of Empowering Patient Experiences

Moderator:
Michael DeSalles
CX Principal Analyst
Frost & Sullivan

Wednesday, January 22, 2025
2:00 – 3:00 PM ET

We are pleased to invite you to an exclusive discussion with your peers to gain your perspective in support of our ongoing industry research.

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Join us for this Timely Discussion!

The patient service landscape is undergoing a transformative shift as contact centers increasingly integrate AI to enhance digital and human interactions. In this experience-driven era, patients demand seamless engagement across voice and digital channels—expecting fast, personalized service at every step along the way.

AI is quickly becoming a critical tool for organizations aiming to address the complexities of the modern patient journey. By leveraging AI, businesses can achieve measurable benefits, including increased patient satisfaction, higher revenue, improved agent efficiency, and reduced operational costs. However, realizing these advantages requires a strategic approach for effectively utilizing data and AI in enhancing patient and agent interactions.

The key questions we will be discussing are:

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What are best practices for AI integration in healthcare?

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What strategies should healthcare providers consider for balancing automation and unassisted support with human assistance?

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How do you optimize digital channels with AI for seamless patient engagement in healthcare?

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How can AI be used to facilitate proactive and personalized patient interactions in healthcare?

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What considerations should be taken to ensure the responsible and secure use of AI in healthcare?

During this Virtual Think Tank, Frost & Sullivan’s Michael DeSalles, will moderate a discussion around Harnessing AI: The New Frontier of Empowering Patient Experiences. Michael DeSalles will guide the knowledge-sharing event, stimulating discussion between participants in a closed, confidential environment.

Participants

Patrick Weis
Director, Infrastructure, and Operations
Delta Dental of CA

Nicole Petroski
Sr. Director, Emerging Technologies
Mercy

Antoinette Staples
Sr. Director, Customer Insights & Success
McKesson

Jason Mercer-Pottinger
Sr. Director Americas Customer Care
Baxter

Andrew Cammer
Leader, Customer Experience Strategy
Cisco

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FAQ

What is a Virtual Think Tank?

A Frost & Sullivan Virtual Think Tank is an exclusive, unique and highly engaging conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic. Content from this collective discussion will be featured in an upcoming Frost & Sullivan article where you have the options to be highlighted as a thought leader. Your insight as a strategic partner is invaluable.

Why should I participate?

Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
Demonstrate Your Industry Expertise: The insights, feedback and best practices shared by you will be part of an upcoming Frost & Sullivan article. Through your participation, both you and your company will be positioned as a leader.

Will I have the option to be quoted or not?

Yes, all participants have the options to be quoted or not in the content created from the discussion.

Will I get a copy of the final content once published?

Yes, we would be more than happy to send you over a complimentary copy of the final content once published.

Who can I speak with for additional questions?

Please contact Danielle Floyd at [email protected]