Amy Brown

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Articles

2025 AI Trends & Pharma Predictions

Jan 25, 2025 | worldpharmatoday.com | Amy Brown

As we navigate what the future of healthcare will look like, it’s clear that technology will play a pivotal role. Specially, artificial intelligence (AI) is set to be a critical tool used in reshaping how pharma companies operate, engage with patients, and achieve business outcomes. In the year ahead, pharma executives will need to quickly learn how the healthcare landscape is being increasingly dominated by AI and the ways they can leverage these technological advancements.
Looking Beyond NPS and CSAT

Dec 31, 2024 | contactcenterpipeline.com | Amy Brown

Healthcare organizations are idly hanging onto net promoter (NPS) and customer satisfaction scores (CSAT). Why? For some, it’s because they don’t know better. For others, they refuse to enter the next era of customer listening because of fear. They take the quick and easy path, preferring to stay in their comfort zone. And comfort zones rarely confront and welcome innovation.
Combat Health Misinformation with Conversational Intelligence

Aug 19, 2024 | hitconsultant.net | Amy Brown

The digital era presents healthcare leaders with a formidable challenge: a tidal wave of online health misinformation shaping patient behaviors and decisions. A single viral social media post can ignite widespread confusion, driving patients to pursue treatments, medications, or services that may—or may not—relate to their condition or patient journey.
Is the Business of Healthcare Out of Control? Optimize Time and Reduce Administrative Burden with AI

Jun 24, 2024 | hitconsultant.net | Amy Brown

Juggling the administrative business of a complex healthcare system with administering patient care is an undeniable challenge. Healthcare professionals, such as nurses, feel that daily in their roles. The juggling act is increasingly driving reports of burnout and opening discussions around how administrative tasks and expectations have changed within our healthcare system.
How AI Tools Like Conversational Intelligence Improve Healthcare Customer Journeys

Feb 15, 2024 | dataversity.net | Amy Brown

According to a recent report, a continuous loop of disruptions impacts 20% of customer interactions in healthcare, with nearly half of these disruptions delaying or preventing patient care. However, organizations using conversational intelligence to listen to and analyze the voice of the customer (VOC) are realizing benefits, citing a 25% increase in first-call resolution rates and a 10% decrease in customer churn.
Data Analytics: The Rx for CX

Oct 19, 2023 | blog.contactcenterpipeline.com | Amy Brown

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare customers become stuck along their journeys daily, according to our Customer Voices Report. Many reasons contribute to such a high rate of disruption. The American healthcare system, with its providers, insurers, and pharmaceutical verticals, is quite complex.
Make better business decisions by listening to your customers

Oct 10, 2023 | mycustomer.com | Amy Brown

Many customers contact their healthcare or insurance provider when they have a problem. We’ve all been there, right? You have a question about your insurance claims statement, so you call the company, but the voice prompt has changed, and you can’t get to the person who can answer your question. Maybe you have time to stay on the line and figure it out. Maybe you give up, figuring you’ll try again later — or another day. Regardless, you didn’t get the answer you needed.
Simplifying the Path to Net-Zero With Technology

Jul 17, 2023 | triplepundit.com | Amy Brown

The world needs to cut greenhouse gas (GHG) emissions by almost half this decade to limit warming to 1.5 degrees Celsius as recommended by climate scientists, the United Nation warns. As companies wrestle with how best to meet their net-zero targets, technology presents an important and powerful tool to determine which approaches will make the greatest impact.
More Plant-Based Fare is Coming to New York City’s Bodegas

Jul 10, 2023 | triplepundit.com | Amy Brown

It might be the unlikeliest of places to find a plant-based egg sandwich, but for Nil Zacharias, founder and CEO of Plantega, New York City’s bodegas made perfect sense for his deli-in-store company. On a mission to make plant-based food more accessible, Plantega is changing the face of these iconic New York corner stores one sandwich at a time. Today Plantega is located in over 44 bodega locations across New York City as well as on the food delivery platforms UberEats, DoorDash and Grubhub.
Workplace Weight Discrimination is Often Overlooked in DEI

Jul 3, 2023 | triplepundit.com | Amy Brown

Weight discrimination is a common but under-identified aspect of workplace inequity that is finally getting some attention as organizations look to embrace a wider and more holistic definition of diversity, equity and inclusion (DEI). Addressing the problem isn’t just the right thing to do, experts say — it is a fundamental aspect of social justice.