Don't Automate a Bad Experience
How to turn the "AI handoff moment" into a trust-building advantage - before your competitors do
An interactive webinar
April 8th 2:00pm CDT
Healthcare hinges on trust.
Patients don't just choose a health system — they entrust it with their lives, during their most vulnerable moments. A chatbot can schedule an appointment, but it cannot build trust.
In a world where AI is everywhere, the winning organizations will be the ones that make patients feel genuinely seen, heard, and cared for — by a human being who means it. While AI seems to be everywhere in healthcare, Mckinsey reports that only 30% of the digital transformation efforts are truly successful. In fact, their studies show that only 10% of patient interactions with chatbots resolve patient queries. This results in a significant shift to live agents who are often fielding questions from frustrated patients. That is the key point when service skills matter more than ever.
Find out how to keep the humanity in healthcare.
In this session we will:
Quantify the hidden cost of the AI-to-human handoff—and why poor service skills at that moment erode trust faster than no AI at all.
Assess your organization's current service capability using a diagnostic framework tied to patient loyalty, employee engagement, and margin protection
Build a business case for customer service training with proven ROI metrics from health systems that are winning on both efficiency and experience.
You will walk away with a 90-day implementation roadmap to embed human-centered service standards across access, clinical, and administrative touchpoints—before your market expects it.
SPEAKERS
Kristin Baird, MHA, BSN
President/CEO Baird Group
Kristin (Kris) Baird, MHA, BSN is a thought leader in healthcare culture, engagement and patient experience. A nurse and former hospital executive, she has authored 5 books and over 200 articles and is the founder of Baird Group, a renowned healthcare consulting firm best know for training and leadership
development. Baird is well known for her engaging storytelling abilities from the podium during keynotes and in her weekly blog.
Who should attend this webinar:
This session is ideal for healthcare leaders responsible for patient access, experience, and digital front door initiatives who want to ensure AI improves efficiency without eroding patient trust.
