Are You Listening? Unlocking Conversational Data to Enhance the Patient Experience
Published April 19, 2022
Amy Brown, Founder & CEO, Authenticx
Leslie Pagel, Chief Customer Officer, Authenticx
Every day, patients are sharing unfiltered, honest feedback directly to your patient access, nurse triage, and billing centers, yet this data is often lost or underutilized. Innovative PX leaders need to consider where and how conversational data can help inform the patient experience. During this session, attendees can expect to learn how and why conversational data is a gold mine for improving patient experiences, how this data can be accessed, and methods to translate analysis into action.
Related content
-
Patient Family & Community Engagement | Staff & Provider Engagement
Building Cognitive-Based Compassion into Service Recovery Training
Published October 23, 2025
Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged
Learn more -
Innovation & Technology
PX Pulse: The Price of Care and the Promise of AI – December 2025
Published December 10, 2025
The latest PX Pulse report shows that Americans are increasingly concerned about the cost of care and access challenges, with nearly 70% reporting difficulty getting needed services. While overall experience ratings continue to rise, cost pressures and long wait times remain major barriers. Trust in AI is growing slowly, though most people still prefer limited
Learn more -
Patient Family & Community Engagement
Taking time and making space for patient and caregiver partners
Published August 8, 2025
Patient and caregiver engagement is a paramount element to ensure the voice of lived experience is integrated and prioritized in research. However, what it looks like to actually participate in authentic patient and caregiver engagement can be challenging without understanding the experience of our patient and caregiver partners. I had the honour of interviewing a
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Are You Listening? Unlocking Conversational Data to Enhance the Patient Experience
$0.00
ACCESS NOW