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.

BSB Media