Across the world of experience management, unstructured feedback presents both challenges and opportunities. While it is difficult to analyze efficiently, once understood it can deliver a wealth of unparalleled insights into established, new and emerging customer trends.

Wellstar, the largest and most integrated healthcare system in Georgia, collects hundreds of thousands of open-ended responses each year from patients and employees across hundreds of offices and hospital locations. This feedback captures critical aspects of patients’ experience from the most personal, emotional and consequential moments of their lives, but limitations of traditional analysis make it difficult to comprehend let alone action the insights they contain.

Now the organization is using AI to make unstructured data a “first-class citizen” for analysis, using it to shape actionable strategies to improve customer experience and healthcare services. Artificial intelligence allows Wellstar to truly put human experience at the heart of its approach to delivering an exceptional patient experience.

In this session, Wellstar's Director of Consumer Insights & Patient Analytics, Alicia Alonzo, will share the organization's journey toward enhancing patient experience through an enterprise-wide AI initiative. The session will delve into Wellstar’s approach to data analytics and human understanding, the operational challenges and benefits of AI adoption, and the significant impact Wellstar has recorded on areas such as employee engagement and access to care.

Join us for an insightful conversation on how AI is revolutionizing patient experience at Wellstar – and how you can apply the learnings to CX.

Attendees will learn:

• How to leverage AI to efficiently analyze unstructured feedback data, uncovering deep insights into human understanding, customer trends and sentiments.
• Strategies for managing change and driving AI adoption in large, distributed organizations.
• Practical approaches to delivering actionable, point-of-service insights across thousands of stakeholders.