Patient Experience & AI: What's Actually Working in Healthcare

Healthcare talks about AI constantly. This is a conversation about what's actually working — and what isn't — from three people who've run contact centers, not just studied them. No demos, no pitch. Fred Stacey (Cloud Tech Gurus) sits down with Christa Heibel (CH Consulting Group) and Kevin O'Brien (Authenticx) on where healthcare really sits on the AI curve, why most projects stall between pilot and production, and how to tell a real use case from a shiny object. What's covered: An honest read on AI adoption vs. actual deployment in healthcare The tools in play today: speech analytics, agent assist, AI agents Why AI projects fail — and the prep work that prevents it How operators measure ROI, both hard and soft Where patient experience is headed over the next 3–5 years Speakers: Fred Stacey — CEO, Cloud Tech Gurus Christa Heibel — Founder & CEO, CH Consulting Group Kevin O'Brien — Senior Product Marketing Manager, Authenticx Chapters: 00:00 Welcome & panel introductions 07:09 Where healthcare sits on the AI adoption curve 09:16 Willingness vs. deployment: the real gap 11:22 The AI tools actually in play 16:04 Hospitals vs. providers vs. specialty clinics 17:50 Back-office automation & buy vs. build 20:17 Where to begin: AI readiness & prep 24:52 Be an expert in your problem, not the LLM 29:10 What everyone's overthinking about AI 36:13 Why AI projects fail 45:41 Measuring impact: hard vs. soft ROI 51:00 Crystal ball: the next 3–5 years 55:05 Closing thoughts Cloud Tech Gurus helps enterprise contact centers make CX and AI technology decisions — vendor-neutral, from people who've operated in the seat. Learn more: https://cloudtechgurus.com #PatientExperience #HealthcareAI #ContactCenter