HIMSS25: Embracing the Future of Healthcare with Cutting-Edge Technologies
Cloud-First Strategies: Breaking Barriers
At HIMSS25, industry leaders are gathering to explore transformative technologies that propel healthcare forward. Among the forefront voices is Patty Hayward, general manager of healthcare and life sciences at Talkdesk. Hayward is spotlighting cloud-first strategies that liberate healthcare organizations from traditional on-premises limitations. These strategies are not mere trends; they are essentials for modern healthcare.
Agentic AI: Redefining Automation
Another pivotal focus of Hayward’s presentation is agentic AI, a groundbreaking technology that automates intricate workflows without the need for dedicated coding professionals. This evolution in AI technology signals a shift from basic automation to more advanced, decision-making processes that can significantly enhance operational efficiency.
Transforming Patient Engagement
Talkdesk’s booth at HIMSS25 (Booth 5054) showcases their cloud-native, agentic AI-powered patient experience platform. This platform is designed to streamline patient access, revenue cycle management, and contact center operations, positioning contact centers as essential components of patient engagement rather than mere support units.
Keynote Session: Unlocking Value from Contact Centers
On Tuesday, March 4, at 4:10 p.m., Hayward will lead a session titled “Transforming the Contact Center from a Cost Center to Value Driver” alongside noteworthy speakers Don Courville from Sharp HealthCare and Jeff Sturman from Memorial Healthcare System. This session aims to shift perceptions and operational strategies related to contact centers in healthcare.
The Urgency of Innovation
In a candid discussion, Hayward emphasizes the urgent need for healthcare systems to embrace innovation amid tightening financial conditions and changing policies. “Organizations cannot afford operational inefficiencies,” she states. “Moving to the cloud with a well-thought-out transformation strategy presents the necessary scalability and flexibility to enhance patient experience while minimizing costs.”
From Legacy Systems to Agile Solutions
Legacy systems are stalling healthcare innovation. According to Hayward, many facilities are hindered by outdated infrastructure that slows workflows and stifles AI adoption. Transitioning to cloud-based solutions allows for integrating modern technologies that drive efficiency across multiple healthcare operations.
The Strategic Importance of Cloud Technologies
Healthcare organizations are realizing that adopting a cloud-first approach is not just a technology decision but a strategic necessity. It’s pivotal for boosting efficiency, trimming costs, and enhancing experiences for both patients and staff. Hayward asserts, “Health systems that invest in these transformative technologies will not merely survive—they will thrive.”
AI as a Game-Changer in Healthcare
The shift from basic AI functions to agentic AI represents a significant leap forward. This technology enables healthcare institutions to automate multi-step processes, lessening the administrative burden and improving financial performance. Automation of critical tasks like claims processing and scheduling can yield remarkable results in terms of cost-savings and operational efficiency.
The Emergence of AI-Driven Contact Centers
AI-driven contact centers are reinventing how healthcare manages patient interactions. Traditional on-premise systems lack the scalability required for modern demands. Cloud-native contact centers facilitate seamless, omnichannel communication, reducing wait times and automating routine inquiries—transforming them into strategic assets that enhance patient engagement and boost revenue.
Connectivity and Interoperability: The New Focus
For AI to be truly effective, its integration with Electronic Health Records (EHR) and revenue cycles is crucial. Hayward highlights the growing emphasis on interoperability, which ensures AI solutions are intertwined with essential operational processes. This integration simplifies administrative tasks and uplifts patient care systems.
Guidance for Healthcare Leaders
When advising CIOs and IT leaders attending HIMSS25, Hayward underscores a critical shift: the AI conversation has evolved from “if” AI should be used to “how” it is integrated into workflows. “CIOs must ensure AI is embedded into operations rather than treated as an add-on,” she suggests.
The Complexity of AI Choices
Amid a plethora of AI solutions, Hayward cautions against selecting tools that operate in silos. The focus should remain on seamless integration across various healthcare processes to drive efficiency and reduce complications.
Unlocking Value from Underutilized Assets
Traditionally positioned as cost centers, many contact centers have potential as transformative assets. By leveraging AI and EHR integration, these centers can enhance patient access and streamline internal operations, ultimately contributing to greater revenue and better patient experiences.
A Blueprint for Immediate ROI
CIOs are encouraged to initiate AI adoption in areas of immediate impact—departments linked directly to revenue generation and operational efficiency. By demonstrating measurable ROI, organizations can build momentum for larger-scale AI implementation.
Embracing the Future
Hayward’s insights at HIMSS25 advocate for a proactive approach in healthcare. The imperative to modernize—facilitated by advanced technologies such as cloud strategies and agentic AI—positions healthcare organizations to not just adapt but to lead in a rapidly changing landscape.
Conclusion: A Call to Action
As healthcare continues to evolve, the integration of innovative technologies is paramount. The lessons from HIMSS25, particularly Patty Hayward’s insights, highlight the importance of cloud-first strategies, agentic AI, and AI-driven contact centers. By embracing these advancements, healthcare organizations can enhance operational efficiency, improve patient engagement, and ultimately thrive in an increasingly competitive environment.
