Podcasts about authenticx

Healthcare systems are under immense pressure to improve patient experiences while simultaneously reducing costs and administrative burdens. Healthcare organizations are finding innovative ways to listen at scale and unlock insights buried in patient conversations with the growing integration of artificial intelligence (AI). In a landscape where AI is often seen with skepticism, technologies that focus on real-world applications, such as conversational intelligence, are making a tangible difference. In fact, according to a recent study, AI applications in healthcare are expected to grow by 48.1% over the next five years, with a focus on improving patient engagement and operational efficiency.So, how can AI-driven platforms like Authenticx help healthcare organizations turn patient conversations into actionable insights that drive reform? And what does this mean for the future of leadership in healthcare operations?In this episode of I Don't Care with Kevin Stevenson, the host dives deep into these questions with Amy Brown, Founder and CEO of Authenticx. Together, they explore how conversational data can transform decision-making in healthcare, how AI can be a tool for reducing physician burnout, and what "listening at scale" truly means for the industry.Key Points:Conversational Intelligence at Scale: Authenticx' AI-driven platform extracts insights from millions of patient interactions, turning unstructured data into valuable signals that healthcare leaders can use to improve operations.AI in Healthcare Leadership: Amy emphasizes that AI is not a one-size-fits-all solution but a tool to streamline administrative burdens and make the voices of patients more accessible to leaders across organizations.The Eddie Effect: A key innovation from Authenticx, this machine-learning model identifies patient “eddies”—where patients get stuck in their healthcare journey—helping systems address inefficiencies and improve care delivery.Amy Brown is the founder and CEO of Authenticx, a leading conversational intelligence platform focused on the healthcare industry. With a background in social work and healthcare operations, Amy has spent over two decades working in managed care, pharmaceuticals, and health insurance. Before founding Authenticx, she held senior roles in state government, developing a deep understanding of systemic healthcare challenges. Amy is a recognized leader in healthcare innovation, particularly in the use of AI to improve patient engagement and operational decision-making.

Send us a textSurprise, surprise, the US healthcare system is still the most expensive and lowest performing. That's the message from the latest Commonwealth Fund report called Mirror, Mirror 2024: A Portrait of the Failing U.S. Health System.   In this episode of CareTalk, John and David dive into the report's findings to uncover why U.S. healthcare remains so broken—and explore what, if anything, can be done to fix it.This episode is brought to you by BetterHelp. Give online therapy a try at https://betterhelp.com/caretalk and get on your way to being your best self.As a BetterHelp affiliate, we may receive compensation from BetterHelp if you purchase products or services through the links provided.

Send us a textA lot can be learned by monitoring individual customer service calls, analyzing patient experience, and optimizing call performance, but a systemic and scalable approach has always seemed out of reach.But new AI technologies are flipping the script on this age-old roadblock.In this episode of CareTalk, David E. Williams and John Driscoll are joined by Amy Brown, CEO of Authenticx, to explore how AI can improve patient experiences, efficiently gather and analyze data from call centers, and what the future of AI in healthcare holds.This episode is brought to you by BetterHelp. Give online therapy a try at https://betterhelp.com/caretalk and get on your way to being your best self.As a BetterHelp affiliate, we may receive compensation from BetterHelp if you purchase products or services through the links provided.TOPICS(0:23) Sponsorship(1:58) Taking on Patient Experiences in Healthcare(3:54) How Has the Patient Experience Evolved After COVID?(6:06) Why Aren't We in the Golden Age of Patient Experience?(9:28) What Is the Eddy Effect?(12:33) How to Improve Customer Service in Healthcare?(14:08) Improving Prescription Renewal Processes(16:38) Structuring Solutions for Patient Experiences(20:52) Technology's Role in Improving Patient Experiences(24:24) Why Was Amy Brown Skeptical of AI?(25:24) How Can Call Centers Operate Differently with AI?(28:23) Getting at the Ground Truth of Patient Needs

Good morning from Pharma and Biotech daily: the podcast that gives you only what's important to hear in Pharma e Biotech world. Steward, a bankrupt healthcare organization, is set to sell its physician group to a private equity firm for $245 million. Kaiser's operating margin has risen to 3.1% in the second quarter, indicating a strong performance for the nonprofit giant. Stryker is acquiring smart hospital technology firm care.ai to enhance its health IT offering. For-profit health systems have seen an increase in Medicaid supplemental payments in the second quarter, although executives state it is not enough to cover costs. The importance of integrating generative AI in the healthcare landscape is highlighted, with tips on selecting the right vendor for AI solutions. The newsletter also includes insights on using data to improve patient outcomes and transforming healthcare through tailored change management strategies.Transitioning to the next news segment:Lilly has opened a new R&D hub in Boston, while Ovid and Lexicon have laid off staff. Biotech M&A activity is increasing, with Crown Laboratories acquiring Revance Therapeutics. Galderma has received FDA approval for Nemluvio, a competitor to Dupixent for treating prurigo nodularis. Biotech IPOs are crucial for the industry, with Actuate Therapeutics recently pricing its IPO. A journal retracted papers on MDMA-assisted therapy following FDA rejection. Companies like Pfizer and Lilly are focusing on patient-centric commercialization strategies. Key events include a webinar on increasing a drug's chances of reaching the commercial market and company announcements from Procdna, Authenticx, and others.Moving on to the next segment:Atai, a biopharmaceutical company, has seen early success with its psychedelic depression drug in a phase Ib study. This comes after the FDA rejected another company's MDMA-assisted PTSD therapy. Galderma's IL-31 injection has received FDA approval for the skin disorder prurigo nodularis, with potential for use in atopic dermatitis. Novo Nordisk is continuing to pursue its insulin icodec program, aiming to file a combination with semaglutide by the end of the year. Q2 earnings for biopharma companies have been mixed, with some exceeding expectations while others faced challenges due to the COVID-19 pandemic and vaccine issues. The role of Quality Assurance and Regulatory Affairs (QARA) professionals is becoming increasingly important in the biopharma industry, transitioning from the factory floor to the boardroom.Transitioning smoothly to the next news:Gain Therapeutics is making strides in developing a potential treatment for Parkinson's disease that targets alpha synuclein through a small molecule that binds to an enzyme coded by a specific gene. This approach aims to modulate the underlying biology of the disease. The company's chief medical officer, Dr. Jonas Hannestad, emphasized the importance of biomarkers in neurodegenerative drug development to monitor the effectiveness of treatments. Gain Therapeutics faces challenges in financing, but their innovative approach could change how Parkinson's disease is treated.Additionally, an emerging drug candidate for multiple sclerosis from Immunic has shown promising safety and antiviral effects.Transitioning smoothly again:Liquid I.V. is running a multichannel campaign called "Indulge in Hydration" to help consumers beat the summer heat. The campaign includes augmented reality activations, Netflix ad testing, and a Spotify takeover. Oreo and Coca-Cola have partnered to create a drink and cookie combination featuring the iconic brands, with a marketing campaign centered around "besties." LG is boosting its home appliances with a competition show on Prime Video called "Estate of Survival." WPP has downgraded its full-year outlook as it works to modernize its offering.Concluding this episode:This week in biotech Support the Show.

Becker's Healthcare Podcast host Jakob Emerson dives into the world of member voice data with Amy Brown, Founder & CEO of Authenticx. They discuss how to utilize conversational AI to analyze healthcare interactions.This episode is sponsored by Authenticx.

Welcome to another episode of Category Visionaries — the show that explores GTM stories from tech's most innovative B2B founders. In today's episode, we're speaking with Amy Brown, CEO and Founder of Authenticx, a listening AI platform that has raised over $28 Million in funding. Here are the most interesting points from our conversation: Journey to Founding Authenticx: Amy transitioned from a 20-year career in healthcare to founding Authenticx, motivated by a vision to solve inefficiencies in healthcare customer service through AI. Inspiration for Authenticx: The idea for Authenticx grew over several years, eventually becoming an undeniable call to action for Amy, driven by personal and professional experiences. The Problem Authenticx Solves: Authenticx aims to address inefficiencies by leveraging AI to analyze over a billion daily customer service conversations in healthcare, improving outcomes and reducing administrative costs. Securing the First Significant Contract: Amy shares the pivotal moment of securing Authenticx's first significant contract, highlighting the emotional and financial stakes involved in the startup's early days. Introducing "Listening AI": Amy proposes a new category, "Listening AI," to better describe Authenticx's mission, differentiating it from the broader "Conversational Intelligence" category and emphasizing the value of deriving actionable insights from unstructured conversation data. Fundraising Insights: Through her fundraising journey, Amy learned the importance of authenticity and staying true to one's vision, navigating the challenges and advice from investors to maintain focus on the company's core mission.

Amy Brown, CEO of Authenticx, uses conversational intelligence to analyze conversations between humans and between humans and chatbots to gain insights that can drive improvements in patient experience, operational efficiency, and faster resolution of problems in the healthcare environment. Using AI and trained professionals, the Authenticx solution helps pharmaceutical companies improve drug launches, personalize customer interactions and respond more effectively to patient needs. In clinical situations, the machine learning models help identify and address obstacles impeding more effective patient/provider/payer relationships. Amy explains, "At Authenticx, we really target bidirectional conversations. We can take in all types of unstructured data that exist: notes, social, etc. That said, we find the most insightful and contextually rich types of data sources are the ones that represent a back-and-forth between customer and company. And in our world, we're working with very large healthcare companies, like pharmaceutical manufacturers, health insurance companies, health and hospital systems."  "They're typically having conversations with patients or caregivers, any type of healthcare consumer, they're also having conversations with other stakeholders in the healthcare system, like insurance companies talking to providers' offices, or doctors' offices talking to pharmaceutical manufacturers. We find that the research and study of that back-and-forth bidirectional communication, and doing that at scale, is incredibly insightful to the business." "We ingest the call recordings or the chat interaction files into our platform, and we apply AI to listen for the things that matter most to healthcare companies. We've spent five years curating our own proprietary training data, where we have listeners, human listeners, who have listened to hundreds of thousands of conversations. We intentionally hired social workers, healthcare workers, nurses, people who have worked inside the healthcare system, because we found that interpreting the communication they're listening to is so crucially important to making high-quality AI."  #Authenticx #ListeningWithAI #ConversationalIntelligence #PatientExperience #AIinHealthcare Authenticx.com Download the transcript here

Amy Brown, CEO of Authenticx, uses conversational intelligence to analyze conversations between humans and between humans and chatbots to gain insights that can drive improvements in patient experience, operational efficiency, and faster resolution of problems in the healthcare environment. Using AI and trained professionals, the Authenticx solution can help pharmaceutical companies improve drug launches, personalize customer interactions and respond more effectively to patient needs. In clinical situations, the machine learning models help identify and address obstacles impeding more robust patient/provider/payer relationships. Amy explains, "At Authenticx, we really target bidirectional conversations. We can take in all types of unstructured data that exist: notes, social, etc. That said, we find the most insightful and contextually rich types of data sources are the ones that represent a back-and-forth between customer and company. And in our world, we're working with very large healthcare companies, like pharmaceutical manufacturers, health insurance companies, health and hospital systems."  "They're typically having conversations with patients or caregivers, any type of healthcare consumer, they're also having conversations with other stakeholders in the healthcare system, like insurance companies talking to providers' offices, or doctors' offices talking to pharmaceutical manufacturers. We find that the research and study of that back-and-forth bidirectional communication, and doing that at scale, is incredibly insightful to the business." "We ingest the call recordings or the chat interaction files into our platform, and we apply AI to listen for the things that matter most to healthcare companies. We've spent five years curating our own proprietary training data, where we have listeners, human listeners, who have listened to hundreds of thousands of conversations. We intentionally hired social workers, healthcare workers, nurses, people who have worked inside the healthcare system, because we found that interpreting the communication they're listening to is so crucially important to making high-quality AI."  #Authenticx #ListeningWithAI #ConversationalIntelligence #PatientExperience #AIinHealthcare Authenticx.com Listen to the podcast here

Imagine a world where AI not only understands but acts on unsolicited customer and employee conversations, tapping into a treasure trove of data — from contact center chats to doctor's scribbles.Leslie Pagel is a CX thought leader who led organizations across industries in CX strategy during her 20 plus years at Walker.  Now she's helping healthcare organizations provide better experiences by empowering them to tell stories with data.  We talk about ways that AI can be used to tell stories that simply couldn't be captured without the technology that's available today.In this episode:Utilization of machine learning to identify customer care frictionsProcessing of unstructured data like doctor notes and health recordsThe Role of Storytelling in Data PresentationAI's role in improving healthcare strategiesThe Future of Surveys in Customer InsightsHear Leslie share her mission of leveraging AI to help humans understand humans.Meet LeslieLeslie Pagel is the Chief Evangelist of Authenticx – a conversational AI company dedicated to improving the way healthcare companies engage with patients and customers. In this role, she creates awareness, across the healthcare industry, of more efficient and effective ways for healthcare organizations to leverage the authentic customer voice to achieve the desired health and business outcomes. With over two decades of working with customer and patient experience teams, Leslie helps clients actualize the voice of the customer to show how these voices prompt meaningful action.Here's a link to Conscious Capitalism: https://www.consciouscapitalism.org/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Amy Brown is the founder and CEO of Authenticx a software platform that analyzes and activates patient voices at scale to reveal transformational opportunities in healthcare. Top 3 Value Bombs 1. It all starts with really understanding what being your authentic self means. Fear does not exist when we are in our true and full authentic self. 2. Fear-based leadership is a set of behaviors that leaders can demonstrate when they are fueled by things that they are afraid of but they may not know. 3. In order to be truly comfortable in our own skin, whether we are a leader or an employee, we have to be able to be vulnerable. Listen at scale with artificial intelligence - Authenticx Website Sponsors HubSpot The HubSpot Sales Hub supercharges your sales process so you can find, track, and close deals all in one powerful, easy-to-use platform. Make the switch to HubSpot Sales Hub at HubSpot.com/sales. Thought-Leader Ever thought about giving a TEDx talk? Visit Thought-Leader.com/fire to join a free training and learn how to land a TEDx Talk and spread your message to millions Policygenius Your family deserves peace of mind, and a life insurance policy through Policygenius can give it to them. Visit Policygenius.com to get your free life insurance quotes and see how much you could save

Amy Brown is the founder and CEO of Authenticx a software platform that analyzes and activates patient voices at scale to reveal transformational opportunities in healthcare. Top 3 Value Bombs 1. It all starts with really understanding what being your authentic self means. Fear does not exist when we are in our true and full authentic self. 2. Fear-based leadership is a set of behaviors that leaders can demonstrate when they are fueled by things that they are afraid of but they may not know. 3. In order to be truly comfortable in our own skin, whether we are a leader or an employee, we have to be able to be vulnerable. Listen at scale with artificial intelligence - Authenticx Website Sponsors HubSpot The HubSpot Sales Hub supercharges your sales process so you can find, track, and close deals all in one powerful, easy-to-use platform. Make the switch to HubSpot Sales Hub at HubSpot.com/sales. Thought-Leader Ever thought about giving a TEDx talk? Visit Thought-Leader.com/fire to join a free training and learn how to land a TEDx Talk and spread your message to millions Policygenius Your family deserves peace of mind, and a life insurance policy through Policygenius can give it to them. Visit Policygenius.com to get your free life insurance quotes and see how much you could save

Leslie Pagel is the Chief Evangelist of 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 teams, Leslie helps clients actualize the voice of the patient to show how these voices prompt meaningful action.   Questions  •  We always like to start off by asking our guests to share a little bit about their journey. Could you share with our audience a little bit about how you got to where you are today? •  What has your experience been I would say, let's use maybe the last 12 to 24 months, as it relates to what customers are expecting. You mentioned conversational AI as a way to do the data collection and less reliance on surveys. But what have the customers been saying? What are some of the trends that you've been seeing emerging? What are customers really looking for? •  So, in terms of using conversational AI to be a better listening tool with customers, right? Could you share maybe an example, a real-life example for our listeners, that you've seen the conversational AI work in such an impactful way that it transformed somebody's life or group of people's lives? •  What's the one online resource, tool, website or app that you absolutely can't live without in your business? •  Could you also share with us one or two books that have had a great impact on you? It could be a book that you read a very long time ago, or even one that you've read recently. •  Can you also share with our listeners, what's the one thing that's going on in your life right now that you are really excited about? Either something you're working on to develop yourself or your people. •  Where can listeners find you online? •  Before we wrap our interviews up, we always like to ask our guests, do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track, it kind of helps to get you back on track. Do you have one of those?   Highlights Leslie's Journey Leslie shared that her journey in customer experience started over 25 years ago before CX in customer experience was even a thing. She spent 20 years working with large global, primarily business to business organizations on a new strategy for creating competitive differentiation. And that strategy was the customer experience. And over the past several decades companies have grown to create a boardroom conversation around customer experience, because it is a very productive and effective differentiation strategy.  What we see over the over the decades is the pace of innovation has continued to accelerate, which makes it really hard for companies to compete on product alone or services alone and no one wants to compete on price, so companies were looking for new ways of differentiating in the market and they turn to customer experience. And so, she spent 20 years, the first 20 years of her career working with companies on their customer experience strategy, which largely was informed from traditional or historical methods of customer listening through large survey programmes, Net Promoter Score programmes, customer satisfaction programmes.  And as technology has evolved and artificial intelligence has become more mainstream, we're seeing a new method that companies are leveraging for listening to their customers, which then informs their customer experience strategy and that's conversational AI. So, when you take a historical look at customer experience listening or measurement, you see that the way that we capture customer input has changed, but what we capture and listen to hasn't, we're still very survey dependent.  And in the last two years, she's been really focusing on helping business leaders realize a different source of customer insight and that source is not survey data, that source are the conversations that customers are having every day with businesses when they've reached out to ask questions, when they reach out to make purchases, when they reach out to use the website, customers are interacting in moments. And companies have an opportunity to listen into those moments and the technology exists.  So, spent her entire career in customer experience is evolved more into a role today of helping leaders really listen to the moments of customer interactions instead of relying on survey data to keep their finger on the pulse of their customers.   Using Conversational AI for Data Collection – What Are Customers Really Looking For? Me: So, you have quite a wealth of experience in that area. Now you're primarily in the healthcare space, right?  Leslie stated that she is now, prior to working with Authenticx, she worked across industries, primarily focused on B2B. But then have over the past 5 years been really focused within the healthcare industry, working with payers, providers, being doctors, and pharmaceutical, manufacturers, pharmacies, and in that realm of healthcare. Me: What has your experience been I would say, let's use maybe the last 12 to 24 months, as it relates to what customers are expecting. You mentioned conversational AI as a way to do the data collection and less reliance on surveys. But what have the customers been saying? What are some of the trends that you've been seeing emerging? What are customers really looking for? Leslie shared that she would say, and this hasn't changed over the past 12 to 15 months, they've been saying this for decades. But customers, they are saying to the organizations that they do business with that one of the best ways of demonstrating care and concern for the customer. And by the way, in healthcare, caring and concern is essential in that customer experience. But customers have been saying that the best way to show me that you care about me is to listen to me, and to show me that you're listening to me by hearing what I'm saying and taking ownership of it and driving action in the business.  So that's nothing new, that's been there for decades. The other thing that's not unique to healthcare, you can see it in any business is eliminating friction from the journey. But in healthcare, friction in the journey means a lot more, it means delayed care, it means not getting access to the care that you need. So, really looking at pockets where there is friction, and that friction is impacting the patient in their ability to get the care that we need. And that also impacts business and business outcomes as well.  Me: Indeed, because at the end of the day, you're trying to build trust and loyalty and a higher level of retention. And if you're not getting what you're looking for, then they're probably not going to come back, especially if they have options.  Leslie agreed exactly. And there are a lot of options out there, that's kind of why leaders turn to the customer experience to differentiate as companies are innovating fast, your product doesn't stand alone anymore. And so, they are looking towards other ways of building loyalty and the experiences is the way that is where they're turning.   The Impact of Using Conversational IA Me: So, in terms of using conversational AI to be a better listening tool with customers, right? Could you share maybe an example, a real-life example for our listeners, that you've seen the conversational AI work in such an impactful way that it transformed somebody's life or group of people's lives? Leslie stated that the example that comes to mind immediately is they are working with a hospital system, and this isn't unique to hospitals across healthcare, there's a lot of focus on social determinants of health because social determinants research has found that social determinants have more of an impact on our health and wellness than healthcare itself. And so, there's a lot of focus across healthcare organizations on understanding social determinants of health and helping patients overcome those.  And so, they do work with a hospital system and one of the questions that they asked them to explore in their conversational data was related to scheduling and why are there no shows? Or why are there reschedules? And one of the things that they found in studying just a single topic of scheduling appointments was that social determinants of health in 14% of those interactions were having an impact on getting to care, getting to the care that they need, they were impacting, rescheduling or missed appointments, as well.  So, this hospital system through that learning, one, has a different appreciation and understanding when someone is calling in to reschedule, that it might not necessarily be because they're not feeling good, it could be because their caregiver didn't show up and they can't get to the appointment, or they're working three jobs and they're not able to get time off.  So, through that insight, they have been working with their frontline staff to one, help in those interactions when someone is calling around a scheduling appointment or rescheduling to offer services that might help that patient in need. But they're also taking their insights that they've learned to the broader community perspective as well.  Me: All right, so that's data driven decisions there for sure that would help them to enhance the journey of the customer. Leslie agreed, absolutely.    App, Website or Tool that Leslie Absolutely Can't Live Without in Her Business When asked about an online resource that she cannot live without in her business, Leslie stated that there's so many tools and resources that she uses every day. She would say for the work that she does at Authenticx, which one of the things that she does is to take the bird's eye view of all of the healthcare landscape and all of the conversations that are coming through their platform and listen more at an industry level and macro level.  And she relies on their own software to enable that perspective. So, that's one of the things that she wouldn't be able to do her job if she didn't have Authenticx because it's allowing her to listen at scale. This year, they'll have over 200 million healthcare conversations coming in through their platform, yes, 200 million.  And there's no way they would be able to understand that data at scale, a human can't do that at scale. And so, she relies personally on their platform to allow herself and their team to do the research that they do to help the healthcare industry at a macro level. So, that's one she would say.   More on like a personal professional side of it, LinkedIn comes to mind. She relies on LinkedIn to help spread the word to help open the eyes of what they're doing and how conversational AI is being leveraged in healthcare to drive outcomes, to drive business outcomes. So, that's another one that's more kind of on a personal professional side that comes to mind as well.   Books that Have Had the Biggest Impact on Leslie When asked about books that have had a great impact, Leslie stated that she doesn't have the tattoo but if she were going to get a tattoo of a book, it would be this one it's called Conscious Capitalism, With a New Preface by the Authors: Liberating the Heroic Spirit of Business. Leslie stated that if she was at a networking event, chances are before they were done talking, she would talk about Conscious Capitalism. Conscious Capitalism is a book, but it is a book that articulates a business strategy, that is a proven business strategy with outcomes that benefit, not just the company in terms of profits, but also benefit humanity and help elevate humanity. And there's some principles in Conscious Capitalism as a business strategy that really resonates with her and that drive how she shows up in the world, both professionally and personally.  And some of those are really that for business, purpose, and profit must co-exist. We can't just focus on driving profit without purpose, and we won't have a company if we don't have profit. But the two of those must coexist, it really is the essence of the responsibility of business is to have a higher purpose, and to generate profit for the company, for the employees, and to be able to invest back in the organization for growth, for customers.  The other thing that really resonates with Conscious Capitalism is more of a shift in mindset from short term gains to long term gains, particularly publicly held companies are very focused on the here and the now and they think of the longer term opportunities and Conscious Capitalism is really more about focusing on the long term vision and outcomes and driving decisions in the here and now based on the vision and where the organization is going in the future. So, that would be her one book, Conscious Capitalism.    What Leslie is Really Excited About Now! When asked about something she is really excited about, Leslie stated that she would say the thing that she's really excited about is, she feels like where conversational AI today is it's not known or understood. And so, the thing that she's really excited about is helping organizations and particularly healthcare organizations understand what conversational AI is, and understand how they can leverage it to drive business outcomes and patient outcomes.  And so, they've got several things coming up that they're working on to help kind of spread the word. One is next, next month, they're going to bring together healthcare leaders from across all verticals, to their headquarters city in Indianapolis, Indiana, and have conversation around best practices for leveraging and listening to the voice of the customer. They're going to have conversation around the challenges that are present within the healthcare industry.   So, she's really excited about that. One of the things that they know, in their work is that when they really listen to customers, they'll guide the way and they're bringing their clients and other healthcare leaders together for purposes of listening, so they can help them guide the way and they can help them achieve the outcomes that they're looking for their business and for their customers.   Where Can We Find Leslie Online LinkedIn – Leslie Pagel             Quote or Saying that During Times of Adversity Leslie Uses When asked about a quote or saying to she tends to revert to, Leslie stated that she doesn't know who to credit for this quote, but she guesses it's more of a mindset and that mindset is to, “Focus more on others than to focus on yourself.” And it's not to say that focusing on herself isn't important, because it is and that's very intentional in her life. But when she's in a place of struggle, or kind of not feeling it, just reminding herself of focusing on others more than she focus on yourself is something that really helps her redirect her attention and re-engage in the work that she's here to do.  Me: All right, perfect. And I think that's even more relevant, that quote that you just shared, especially for the industry that you are in, because when it comes to healthcare, people usually are reaching out to organizations, or hospitals or clinics or doctor's offices because they need help, they're in pain, they're experiencing something that they're uncomfortable with and they need help. So, at that point, it's not about you, it's about them. So, that's a really good quote I think to have and to kind of remind yourself about, especially in the space that you're operating in.  Leslie agreed, exactly.  Me: Well, thank you so much, Leslie, for coming on to our podcast and sharing all of these great insights about the voice of the customer and the importance of listening. I think even as simple as it sounds, and as you mentioned, it's something that customers have want for decades, not just in the last 12 to 24 months, that we really should pay attention to the opportunities that we have, and that the greater tool that exists is conversational AI, and there are ways that we can integrate it into our everyday activities so that we can get a better understanding of what our customers are looking for. And that way we can really deliver that amazing experience that can hopefully help them to return again and again, and bring their friends and family, although we want them all to be healthy and be good and well.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest    Links •     Conscious Capitalism, With a New Preface by the Authors: Liberating the Heroic Spirit of Business by John Mackey    The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience! 

Amy Brown offers insights about utilizing A.I. to decode healthcare tele-conversations.

Today on Success from Anywhere we'll meet female founder Amy Brown who's charting a course toward helping humans understand humans. Her company, AuthentiCX, collects and analyzes conversations from healthcare call centers for the purpose of improving patient and customer experiences.  Listen in as she shares her journey from enterprises to entrepreneurship, what it takes to grow a business from one employee to 110 employees in less than three years, the meaning of The Eddy Effect and why you should care.    Meet the innovator who's changing the conversation in healthcare using the power of emerging technologies.  Powered by Robin  #SuccessFromAnywhere #RiskTaking #BreakingTheGrind #CareerTransition #CustomerExperience #UnleashYourPotential #AuthentiCX #CustomerConnection #Entrepreneurship #InspirationAndInsights #Technology #AI #DataAnalysis #Innovation #JoinTheConversation #CareerExploration #PersonalAutonomy #DreamBig #EmpowerTeams #TransformYourWorkLife  

This week we hear from Amy Brown, the co-founder and CEO of Authenticx, a Midwestern startup that helps insurance companies and medical organizations extract data from their call centers using AI. Amy told Becca and Dom about how her background working in the same call centers inspired her to foray into entrepreneurship. She also talked about the sacrifices and very human side of being an entrepreneur and how they were very intentional when building their AI model.Found posts every Friday. Subscribe on Apple, Spotify or wherever you listen to podcasts to be alerted when new episodes drop. Check out the other TechCrunch podcasts: Equity, The TechCrunch Podcast and Chain Reaction.Subscribe to Found to hear more stories from founders each week.Connect with us:On TwitterOn InstagramVia email: found@techcrunch.com

Our Guest: Amy Brown, Founder & CEO at AuthenticxWhat you'll get out of this episode: Brown's background An overview of Authenticx Why speech data analytics is an essential tool for the healthcare industry (pharma, insurance and providers) How healthcare organizations can leverage the power of technology to unlock rich conversational data insights and improve the patient experience What's next? Our sponsors for this episode are Sage Growth Partners & FlipMDSage Growth Partners accelerates commercial success for healthcare organizations through a singular focus on growth. The company helps its clients thrive amid the complexities of a rapidly changing marketplace with deep domain expertise and an integrated application of research, strategy, and marketing. For more information, please go to www.sage-growth.com & follow Sage Growth Partners on social media - @sagegrowthpartnersFlipMD is an open, competitive marketplace of physicians only offering their consulting services to a wide range of client industries. The ultimate goal of flipMD is to be the best source of physician talent for any industry. The platform is very simple to use, you post a job for free with the specific scope of work and your budget. After the job posting, our physicians respond directly to you with their best offer for the work. Once you accept an offer, you fund the project. Once you receive satisfactory work, you accept and the funds are released to your expert physician consultant. For more information, please go to https://flip-md.com/ & follow FlipMD on social media - @flipmdTo learn more about Authenticx please use the links below:- Website - LinkedInAlso, be sure to follow Slice of Healthcare on our social channels:- Website - Facebook - LinkedIn - Twitter - YouTube - Newsletter

In this episode of Life Science Success, my guest is Amy Brown.  Amy is 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.  She is also the founder and CEO of AuthentiCx.

Amy Brown is the founder and CEO of Indianapolis-based Authenticx Inc., one of the hottest technology firms the state. Despite the national slowdown in venture capital funding in 2022, Authenticx raised $20 million just before the end of the year. That's almost $30 million total since Brown founded the firm in 2018, which speaks to investor confidence in the idea behind Authenticx as well as the management team's level of experience and ability to execute. But Brown took a very unusual route to becoming a first-time entrepreneur in her early 40s. As an undergrad at Indiana University, she earned a bachelor's degree in human development and family studies. She then earned a master's of social work in policy and program administration. She had several jobs with a focus on health care policy and health insurance programs. Before deciding to take the leap to create Autheticx, she was the chief operating office for a Carmel-based travel insurance firm. It was there that the idea for Authenticx took shape: A company that could collect all of the feedback that health care companies get from their clients and suss out major weaknesses in the customer experience. The health care companies, such as pharmaceutical firms, insurers or medical care providers, could then use all of the data about their customers and their concerns to improve the bottom line. 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. The IBJ Podcast is brought to you by Taft.

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.   For more from Tiffany, sign up for her newsletter. Visit the Authenticx website here. Show theme by Brice Johnson

Using Conversational Data to Enhance the Customer Experience   Shep Hyken interviews Amy Brown, founder and CEO of Authenticx, a software that listens, analyzes, and activates customer voices at scale. She shares findings from Authenticx's Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways:   ·      Customers want to be empathized with and understood by the brands they interact and do business with.   ·      Customer centricity means taking intentional steps to listen to what your customer needs and having everyone, at all levels in the organization, committed to delivering on them.   ·      Typically, the customers who answer surveys are either very angry or very happy with your organization. However, this leaves out customers who are in the middle or think their experience is only satisfactory. When companies don't learn from this segment of their customers, they often lose them once a competitor that does it better comes along.   ·      The value of listening to customers is that it teaches organizations the points of friction in their processes and identifies their competitive differentiators. It shows them the problem spots they need to pay attention and what drives negative sentiment. And it helps brands determine their value propositions using the words of their customers.   ·      When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience.   ·      Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Train them to listen for customer insights, take notes, and share with everyone in the organization.   ·      Listen to your employees, too, not just your customers. Leaders must be listening for employee engagement and burnout. Turn positive and negative conversational data into actionable strategies that support your employees.   ·      Plus, Amy shares what The Eddy Effect™ is and what it means to customer experience. Tune in!  Quote:  "Customer-centric organizations believe that listening to and understanding what their customers want is vital to their ability to thrive as a business."   About:   Amy Brown is the founder and CEO of Authenticx. As an executive with 20 years of experience in healthcare, she founded Authenticx to bring the authentic voice of the patient into the boardroom and increase positive healthcare outcomes.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience. Mentions from the Show:  Prediction: The future of CX 5 Best Practices For Your Voice of The Customer (VoC) Program What is Conversational Intelligence? The Eddy Effect Customer Voices Report: The Eddy Effect The Complete Eddy Effect Guide Amy Brown on LinkedIn Amy Brown on Twitter Touchpoint.health Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome back friends to our podcast, The Patients Speak. Where we learn about the voice of the patient and how the patients can contribute more to the science and business aspects of innovation in the world of medicine. Today our conversation is going to focus on new technologies and new platforms to improve our listening, how we really hear the patient voice and understand the emotions behind that experience? And, our guest is Amy Brown, CEO and founder of Authenticx.As a daughter of a surgeon with early education in social work, together with her experience in government affairs, in operations of a healthcare organization, inside a government organization to underserved patients. She attributes the birth of Authenticx to the combination of her upbringing and education.Authenticx acquires or ingests customer conversations into their software platform, and they use machine learning algorithms and other forms of AI to listen at scale to the customer conversations to surface the big themes, and then narrate the issues which healthcare leaders need to hear. It helps them prioritize what actions they will take to improve the healthcare system. She highlights one of their most profound experiences is trying to bridge the empathy gap creating a very efficient, effective, scalable way for leaders to get in touch with what's going on with their customers by leveraging a data source they already own, but it feels very inaccessible to executives because a large telephony platform or large company might take millions of calls or chats every year.We talk about The eddy effect which is when a customer gets stuck in their journey, and end up putting forth more effort than should be required to solve a single problem. And how leaders use Authentcx to make changes in their operations to try to smooth out that customer journey. It has helped health practitioners change the behavior of the company. She gives a tip on how healthcare executives, and providers, think more about the patient journey, rather than simply their little segment of it.In summary, we've been talking about the power of listening, and the criticality of listening to patient voices in a different and new way. This way is scalable and provides strategic value to the leaders who are empowered to set policy for healthcare consumers. And, the fact that more of those leaders can listen and get closer to the voice of their patients. The more informed, the more empathetic, and the more enlightened they'll be as they set forth policy.As we conclude, she encourages us to go back to our organizations and find out how we listen to the voice of our customer today. Is it primarily through surveys? Is it primarily through interviews or anecdotal conversations? And, is there a more systematic way, and a more ongoing cadence that the organization can take to listen to the voice of their customers?Amy Brown Amy's Website Amy Brown is the founder and CEO of Authenticx – the software platform analyzes and activates patients' voices at scale to reveal transformational opportunities in healthcare. Amy built her career as a rising executive in the healthcare industry, during which time she advocated for underserved populations, led and mobilized teams to expand healthcare coverage to thousands of Indiana residents, and learned the nuance of corporate operations. In 2018, Amy decided to leverage her decades of industry experience to tackle healthcare through technology. She founded Authenticx with the mission to bring the...

This episode is brought to you by Provider Solutions and Development, the leaders in physician and APC recruitment that deliver top-tier candidates for the right roles. Visit info.PSDconnect.org/outcomesrocket to start the conversation today, and get tailored support, dedicated recruitment, and efforts that lead to provider retention and longevity. Welcome to the weekly summary of what happened this week in the Outcomes Rocket Network! We got incredible episodes, and here's what we got: We started this week with Marketing Mondays, in partnership with DIA Creative and host Andrea Borcea, which had a fantastic chat with Shawn Malloy, VP of Marketing at Curebase. bit.ly/MM-ShawnMalloy On Tuesday with the first episode of the Research Confidential Podcast! In it, Joseph Kim talked with Brad Hightower, CEO at Hightower Clinical, about improvements that need to happen in clinical trial research. bit.ly/RC-BradHightower On Wednesday, on the Sempre Health Podcast, Amy Brown, Founder & CEO of Authenticx, talked about the power of listening and conversational data in healthcare. bit.ly/SEMPRE-AmyBrown We introduced the Insights Out Podcast! Natanya Wachtel, the founder of the New Solutions Network and evrmore.io, talked about the new show on the Outcomes Rocket Network. bit.ly/IntroducingInsightsOut On the Future of Global Informatics, TJ Southern had a chat with Debra Graham, Vice President of Clinical Informatics at Physicians Services Group of Florida. bit.ly/FOGI-DebraGraham On Thursday, we had an episode of the Memora Health Care Delivery podcast where host Manav Sevak had over Bradley Kruger, system VP of patient experience at Advocate Aurora. bit.ly/CD-BradleyKruger LabOps Leadership Podcast, Samantha Black, had a talk with John Curran, Vice President of Laboratory Operations at BostonGene, about his experience in LabOps management after having been a research scientist. bit.ly/LabOps-JohnCurran On our main channel, the Outcomes Rocket Podcast, Saul Marquez spoke with Jason Rose, CEO of AdhereHealth, and Kal Vepuri, founder and CEO of Hero Health. bit.ly/JasonRose-KalVepuri The Everyone Hates Healthcare Podcast had an episode where Saul Marquez shared three different stories that are personal or close to him and will give you advice on navigating healthcare today. bit.ly/EHH-SaulMarquez Tune in every week to expand your horizons on various subjects in this industry! See you next week!

Never underestimate the power of conversational data. In this episode, Amy Brown, Founder & CEO of Authenticx, talks about the power of listening and conversational data in healthcare. After having worked in teams that led conversations with tens of thousands of patients and providers daily, Amy was inspired to start Authenticx by how those micro conversations, when pieced together, might contain really important insights that could fuel change within healthcare. Authenticx seeks to help humans understand humans in the healthcare space. Amy explains how they take in bidirectional customer conversations, and with the help of AI and ML models built by healthcare professionals, Authenticx allows users that go into its platform to dive into the desired areas. This marriage of structured data with the literal voice of the customer generates insights that can help different healthcare areas like operations, strategy, compliance, sales, and marketing. Tune in to this episode to listen about how Authenticx is giving value to customer voices as a data source! Click this link to the show notes, transcript, and resources: outcomesrocket.health

Women Leaders & Influencers in Healthcare. Amy Brown has over 20 years of experience in the public and private sectors, working in healthcare, public relations, startup management, policy development, quality improvement, and insurance operations. She came by Straight Outta Health IT to share her knowledge not only as a health tech leader but as a businesswoman at the forefront of advancements in our industry. She recalls her work in the government and how she took a leap of faith in her entrepreneurial endeavors. She also reflects on being a woman working in Corporate America and how she climbed that ladder to finally get to the C-Suite positions. Amy shares a story in which, in a meeting, a comment was made implying that women were extremely emotional and they all had to take a break. Having emotions during a conversation is not about being male or female; it's part of being a human being. Amy then explains her goals with Authenticx, not only internal but external as well. From creating a place where her employees can be their truest selves to helping their clients understand the needs of customers out there. The US healthcare system is broken comparing it to other wealthy countries that have a similar system, and Amy shares the results of a study made by the Commonwealth fund. To really drive improved health outcomes, you have to understand not just the clinical data. We also must understand the social and environmental aspects of human lives because those impact behaviors associated with healthcare. Amy shares that once the industry leaders acknowledge these factors, the industry will start to be better at delivering care. She also encourages people that have had the entrepreneurial call within themselves to trust that voice and take the leap of faith. Tune in to this wonderful episode with a powerful woman that is driving the industry forward! --- Support this podcast: https://anchor.fm/christopher-kunney/support

In this episode, Amy Brown, founder and CEO of Indianapolis-based Authenticx, joins fellow Hoosier and show host Dr. Bob Kaiser for a look into how the machine learning tools her company offers can help healthcare leaders process customer feedback at scale — phone calls can number in the millions — and break them down to provide direction for improving the customer experience.

Amy Brown's background in social work and public policy turned out to be  ideal  preparation to lead Authenticx, The company 'humanizes conversational intelligence in healthcare.' 

Voice could be called one of the exciting new avenues for medicine and healthcare: first, it is seen as a potential optimization tool, if we used voice tech instead of typing data into software. A few months ago, Julia Hoxha, the CEO of Zana explained how her European startup that provides healthcare organizations with the technology to design and to deploy their own chatbot and voice assistants. In the future, we might discover biomarkers in voice. After all, all the characteristics of voice - how loud or how quiet we speak, what tone do we use, how fast or slow we talk - all these characteristics probably have a correlation with something. But what about starting with something much simpler? Analysing voice recordings that already exist? US company Authenticx listens, analyzes, and activates customer voices. The AI-based software analyzes millions of conversations patients have with customer support agents through phone calls or emails. By analysing these conversations, it unveils recurring trends that healthcare organizations use to make informed, proactive decisions for improved workflows and care.  In this discussion you will hear from Amy Brown, executive with 20 years of public and private sector experience in health care public relations, startup management, policy development, quality improvement and insurance operations. Enjoy the show and browse through other episodes on: facesofdigitalhealth.com 

What does a customer-centric culture actually look like?  Leslie Pagel, CCO at Authenticx, knows firsthand what it means to develop a customer experience strategy that is truly customer-centric after spending the majority of her career developing industry-leading customer experience strategies.  In this episode of Value Builders, Leslie breaks down the two key principles of effective customer experience strategy - listening to understand and the responsibility of advocating for customers.  She elaborates on how these two key principles are essential for weaving the customer into the fabric of a company.  In the second part of the conversation, Leslie talks about the work she and the team at Authenticx are doing to innovate in the customer experience space.  Specifically, she explains the role interaction data plays in unleashing an understanding of customer behavior and emotions.  She speaks to the power of investing in understanding the dynamics of a customer conversation as a path to unlocking customer experience improvements and extrapolating the data to improve a business overall.   To round out the conversation Leslie explains the concept of The Eddy Effect and how Authenticx is using it to help customers get ‘unstuck' in the development of their customer experience strategy.   About Leslie Pagel Leslie Pagel is the Chief Customer Officer at Authenticx, a conversation analytics company dedicated to improving the way healthcare companies engage with patients. In this role, she leads efforts to work with Authenticx clients to advise and inform customer strategies. 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. 

Kip Zurcher is the COO at Authenticx, the leading customer experience platform built to help humanize conversational intelligence in healthcare. On this episode of Aspiring Ops, Kip highlights his journey into the role, and how the range of experience from Fortune 500 companies to startups has shaped his approach to the position. Kip also shares how he balances the pressures of driving efficiency and scalability across the organization with a culture-driven approach. For those Aspiring Operations leaders, Kip closes out the episode with three unique pieces of advice he would share with anyone early in their career. 

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who share how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience. Mentions from the Show:  Prediction: The future of CX 5 Best Practices For Your Voice of The Customer (VoC) Program What is Conversational Intelligence? The Eddy Effect Customer Voices Report: The Eddy Effect The Complete Eddy Effect Guide Amy Brown on LinkedIn Amy Brown on Twitter Touchpoint.health Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

Jenna Phillips was the top Account Executive at Jobvite and has recently joined Authenticx as one of their first Enterprise Account Executives. Authenticx was founded to analyze and activate customer interaction data at scale in order to reveal transformational opportunities in healthcare. Jenna is a relentlessly hard worker and is super competitive. Those traits, coupled with her personality and willingness to be a team player, have helped transform her into an ultra-successful salesperson. She's smart, driven, accountable, and a natural leader. Jenna truly cares about her clients and goes above and beyond to exceed her clients' expectations.

Amy Brown, CEO of Authenticx, discusses how “unlearning” is crucial to creating any workplace culture and why humans are still the superpower behind interpreting data.

Authenticx built a platform to get to the heart of why patients are reaching out to customer service call centers, and brings to the surface real-time trends across all customer interactions. After just two months using the platform, a national hospital system surfaced the need for agent empathy training, identified the agents who needed it, and in turn, increased empathy scores by an average of 5 points. See how they gain a comprehensive view of performance. Authenticx uses existing telephony platforms and know how each contact center is performing. Reduces unnecessary calls to determine what to fix. Helps organizations learn why people are reaching out, obtaining real-time results. Increases insights for organizations. Uses conversational data to hear every customer's voice and surface critical insights. Authenticx founder Amy Brown, was the COO of a global medical insurance company and knew that her operations team had an opportunity to be a transformational insights center for their organization. Today, Authenticx brings together every customer's voice so you can access ongoing quality and customer experience insights. Go to BeAuthenticx.com to learn more. Learn more about your ad choices. Visit megaphone.fm/adchoices