What 72% Of Healthcare Executives Know About CX That Other Industries Are Missing
PLUS: Cross-industry AI audit prompts and generational experience design
DCX AI TODAY
📅 Tuesday, July 22, 2025 ⏱️ Read Time: ~5 minutes
👋 Welcome
Five stories today span healthcare patient engagement, contact center automation, retail personalization, and cross-industry CX priorities. The common thread: AI implementation is accelerating, but success varies widely based on execution strategy.
📡 Signal in the Noise
Organizations are moving from AI pilots to production deployments, with healthcare leading in patient-facing applications and retail advancing in operational integration. The focus has shifted from "what can AI do" to "how do we deploy it reliably."
🧠 Executive Lens
Today's research reveals significant generational differences in AI acceptance and highlights the growing importance of cross-industry learning. Healthcare executives are adopting retail-style personalization while retail leaders study healthcare's approach to sensitive customer interactions.
📰 Stories That Matter
🎯 TCN rolls out comprehensive AI strategy focused on augmentation, not replacement
"AI is and will continue to shape how businesses are organized, managed, operated and optimized," said Jesse Bird, chief technology officer at TCN. "While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement." TCN announced its AI strategy across three key areas: agent augmentation through real-time coaching and call summaries, automated reporting and decisioning with intelligent risk segmentation, and routine task completion for common inquiries and transactions.
Why This Matters:
Leading contact center providers are positioning AI as workforce enhancement rather than replacement, focusing on measurable efficiency gains over hype.
Try This:
Audit your team's most repetitive daily tasks and identify three specific processes where AI could handle the routine work while humans focus on complex problem-solving.
Source: The AI Journal
🏥 Universal Health Services deploys AI agents for post-discharge patient calls
Universal Health Services launched Hippocratic AI's generative AI healthcare agents to make post-discharge follow-up calls to patients. The AI agents review discharge instructions, probe for symptoms, and answer patient questions, achieving an average patient rating of 9.0 out of 10. The program started at two facilities and has expanded to other locations due to positive results, with thousands of patients contacted since launch.
Why This Matters:
Healthcare organizations are proving AI can handle sensitive patient interactions effectively, potentially addressing staffing shortages while improving patient engagement.
Try This:
Identify your most routine but important customer follow-up processes and evaluate whether AI could handle them with proper human oversight.
Source: Universal Health Services
💳 72% of healthcare executives prioritize consumer experience improvement in 2025
Nearly three-quarters of surveyed health system executives listed "improve consumer experience, engagement, and trust" as a priority in 2025, according to Deloitte's global healthcare outlook. The focus includes using data and digital tools to anticipate adverse health events and transform patient experience, similar to how retail companies like Ritz-Carlton use data to create personalized customer experiences.
Why This Matters:
Healthcare is finally embracing customer experience principles from other industries, potentially transforming how patients interact with their care providers.
Try This:
Benchmark your customer experience against leading companies outside your industry to identify gaps in expectations versus delivery.
Source: Deloitte Insights
🛒 Retail leaders embrace AI for competitive advantage across all operations
AI is no longer just a buzzword—it's reshaping retail across marketing, customer engagement, operations, and loyalty. At a recent Valtech-Google roundtable, industry experts revealed how modern retailers are turning AI into competitive advantage through real-time personalization, conversational analytics, and self-optimizing digital experiences. "AI enables merchandisers to test, optimize, and act at speed—without relying on siloed tools or guesswork," according to the session insights.
Why This Matters:
Retail AI has moved from experimentation to operational integration, with leaders deploying intelligence at every touchpoint as core business logic rather than an add-on layer.
Try This:
Evaluate whether your AI initiatives are truly integrated into operations or still exist as separate projects—then identify gaps where intelligence could power day-to-day decisions.
Source: Valtech
🎨 AI personalization in retail drives 15% revenue growth but raises new challenges
Recent research shows retailers using AI-powered personalization are seeing noticeable boosts in customer satisfaction and 15% revenue growth. However, 34% of U.S. online shoppers over 55 view brands negatively when they use AI for recommendations, while only 19% of shoppers aged 40-44 share this view, highlighting generational divides in AI acceptance.
Why This Matters:
AI personalization success varies dramatically by demographic, requiring segmented approaches rather than one-size-fits-all implementations.
Try This:
Analyze your customer demographics and test different levels of AI personalization transparency with different age groups to optimize acceptance.
Source: Contentful
✍️ Prompt of the Day
Title: Cross-Industry AI Experience Audit
You are a customer experience consultant who studies best practices across industries. Help me identify CX innovations from other sectors that could transform our industry.
Our industry and current CX challenges:
- [Describe your industry and main customer pain points]
- [Current customer journey and friction points]
- [Competitive landscape and differentiation challenges]
Cross-industry analysis needed:
1. What CX innovations are working in healthcare, retail, fintech, and hospitality?
2. Which of these could be adapted to solve our specific customer problems?
3. What would a "Ritz-Carlton level" customer experience look like in our industry?
4. Which AI applications from other sectors could leapfrog our current approach?
5. What's the biggest CX risk if we don't learn from other industries?
Focus on practical applications that our customers would actually value, not just impressive technology.
Immediate use case: Discover breakthrough CX ideas by looking outside your industry bubble
Tactical benefit: Avoid incremental improvements by adopting proven innovations from unexpected sources
How to incorporate quickly: Use this monthly to challenge assumptions about what's possible in your sector
🛠️ Try This Prompt
Act as a customer from a different generation than your typical user. I want to understand how AI customer experience feels to different age groups.
Choose a persona:
- Gen Z customer (18-26): Digital native, expects AI to "just work"
- Millennial customer (27-42): Tech-savvy but values authenticity
- Gen X customer (43-58): Pragmatic, wants efficiency over novelty
- Boomer customer (59+): May be skeptical, values human connection
For your chosen persona, evaluate our AI customer experience:
1. What would delight this customer about AI interactions?
2. What would frustrate or concern them?
3. How should we communicate that AI is involved?
4. When would they want to escalate to a human?
5. What level of personalization feels helpful vs. creepy?
Give me specific language and interaction design recommendations for this persona.
Immediate use case: Design age-appropriate AI experiences that feel natural to different generations
Tactical benefit: Avoid alienating customers by understanding generational AI expectations
How to incorporate quickly: Test your AI interactions with diverse age groups before full deployment
📎 CX Note to Self
"The best AI implementations solve real problems customers didn't even know they had, without making them jump through new hoops to get basic service."
👋 See You Tomorrow
AI is moving from party trick to practical tool, but success still depends on understanding your customers better than the algorithm does. The winners will be the companies that use AI to become more human, not more robotic. Hit reply with examples of AI customer experiences that actually made your life better. 👋
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Have an AI‑mazing day!
—Mark
💡 P.S. Want more prompts? Grab the FREE 32 Power Prompts That Will Change Your CX Strategy – Forever to start transforming your team, now.