Patty Hayward, the general manager of healthcare and life sciences at Talkdesk, is gearing up for HIMSS25 with a focus on three key technologies: cloud-first strategies, agentic AI, and AI-driven contact centers. Talkdesk, a vendor of a cloud-native, agentic AI-powered patient experience platform, will be showcasing their offerings at Booth 5054 at HIMSS25.
Hayward will be leading a session at HIMSS25 titled “Transforming the Contact Center from a Cost Center to Value Driver” alongside industry experts from Sharp HealthCare and Memorial Healthcare System. The session will take place on Tuesday, March 4, at 4:10 p.m. at the HIMSS Main Stage Exhibit Hall Floor.
In a recent interview, Hayward shared her message for hospital and health system attendees at HIMSS25. She emphasized the importance of embracing innovation to stay sustainable in the face of evolving policy changes and financial pressures. Legacy on-premises infrastructure is a common barrier to progress in healthcare organizations, hindering AI adoption and increasing costs. Hayward advocates for a strategic transformation to the cloud to enable scalability, interoperability, and AI-driven automation in patient access, revenue cycle, and contact center operations.
At HIMSS25, cloud-first strategies and agentic AI are expected to be major technology trends. Cloud adoption is no longer just an IT decision but a strategic imperative for improving efficiency, reducing costs, and enhancing patient and staff experiences. Agentic AI, in particular, is revolutionizing automation in healthcare by automating complex processes without the need for dedicated coders. This technology is valuable for streamlining revenue cycle, patient access, and contact center operations, ultimately driving efficiency and reducing costs.
The integration of AI into EHR and revenue cycle workflows is a key focus this year, with an emphasis on interoperability to ensure seamless automation and data-driven decision-making. CIOs and IT leaders are advised to strategically infuse AI into workflows and prioritize working with vendors that have deep healthcare experience and established partnerships with EHR vendors. By leveraging AI-powered automation and EHR integration in contact centers, healthcare organizations can transform these departments from cost centers to value-generating functions.
In conclusion, HIMSS25 promises to showcase cutting-edge technologies that are reshaping the healthcare industry. From cloud-first strategies to agentic AI and AI-driven contact centers, organizations have the opportunity to drive efficiency, reduce costs, and enhance patient engagement through innovative solutions. CIOs and IT leaders play a crucial role in leading the adoption of these technologies and transforming their organizations for the future of healthcare.
