March 25, 2024

Paul reports back from an event on this very topic.

I’ve been working with Healthcare, Wellness, and Medical clients for decades. It’s work I love, and I’ve met some amazing people along the way, but it’s a traditionally slow-moving and highly regulated sector. Sometimes that can be challenging as we’re looking to create the best Customer / Employee Experiences possible. Incremental progress typically wins out over radical innovation. And that’s ok—these things take time! We are a patient bunch :)

That said, with the accelerated rise of AI, we’re just now beginning to get a glimpse into what a human-centric and truly personalized future might look like. As we begin to explore this new world with our clients, we’re seeking out inspiration and real world applications that are rooted in responsible value exchange between businesses and their customers. We’re not compromising Evolve’s original vision because of AI, but we know it’s here to stay and so we’re keen to adapt.

This past week we attended a Health Tech Forum hosted by the Technology Association of Oregon (TAO). The topic of discussion was, “Ensuring Responsible AI Implementation.” It was an enlightening discussion, full of insights, and unique perspectives. Here’s (3) key takeaways that stood out to us:

SOCIETY

Sara Tangdall, who leads AI Governance and Ethics at Salesforce, shared her thoughts about the benefits of having a significant amount of attention being paid to the implementation of AI—and how important this is—especially in high-stakes sectors such as Healthcare. In contrast, she reflected on the social media paradigm being launched without any consideration of future impact on society. Simply, as a society, we should pause for consideration before action.

HEALTHCARE

Mark Reese, whose role is the Director of Enterprise Data Management and Governance at Cambia Health Solutions, shared his thoughts on the complementary role of AI as a co-pilot versus human replacement. He shared an example: using camera vision to itemize and inventory supplies and materials used during surgery to avoid mistakes (e.g. a surgeon leaving a sponge inside a patient). Interesting to consider how AI can hold us accountable and prevent human error.

CUSTOMER

Sean Lee, who is the Managing Director at Summit Security Group, shared his thoughts on our favorite topic: Customer Experience. He posited: When will customers demand AI services? We've been asking ourselves that very question. For example, could amplified customer support truly deliver the next best action? We think so. In summary, until the customer starts asking for it, the demand isn’t truly there. This is where we love to focus—translating the features and functions of the technology into true human benefits.

Thanks to all of the panelists and to TAO for hosting the event—we look forward to the next one!