Healthcare is no longer just about clinical outcomes – it’s increasingly about the experience of care: how patients, providers, and support teams engage, interact, and derive value. As we look toward 2025, the pace of change in digital health, AI-enabled engagement, and experience orchestration is accelerating.
The upcoming Genesys event, “Transforming Every Experience with AI”, scheduled for November 12-13, 2025, offers a timely platform for healthcare leaders to explore this shift, assess their readiness, and chart their next steps. In this article, we’ll unpack the key trends reshaping the healthcare experience (HX/CX) landscape and preview how the Genesys event will delve into each of them.
Trend 1: Omnichannel-Digital Front Door & Patient Journey Integration
One of the most fundamental shifts in healthcare experience is the broadening of the “digital front door” – the first point of contact with a health system is no longer limited to face-to-face or phone. Instead, patients expect booking via mobile, check-in via app, messaging, chat, video consultations, and follow-up communications across channels. According to Genesys’ “3 Trends Affecting the Patient Experience in Healthcare”, digital interactions are massively reshaping provider-patient engagement.
For instance, Genesys found that SMS/MMS interactions, web chat, video calls, and messaging channels have grown notably in healthcare. Genesys Providers that fail to orchestrate seamless journeys across these channels risk frustration, increased effort, and lower satisfaction.
At the Genesys event, expect sessions on how organisations are integrating multiple channels, shifting from merely supporting digital channels to orchestrating a coherent patient journey. Key questions will be: How do you link mobile apps, chatbots, phone lines, and video in one journey? How do you reduce context switching and effort for patients?
Trend 2: AI, Data & Cloud-Driven Personalisation at Scale
In 2025, the ability to personalise experiences, anticipating what a patient needs, reducing unnecessary friction, and proactively communicating will differentiate healthcare providers. According to Genesys’ “Top Customer Experience Trends in 2025 and beyond, “AI-powered personalisation widens the gap between CX leaders and laggards.
In healthcare, the “State of Customer Experience in Healthcare” report emphasises three strategic priorities: using data & AI for personalisation, enhancing data capabilities, and empowering the front-line workforce.
At the event, Genesys will explore how to assess your “Experience Orchestration” maturity and how to move from basic automation to full journey orchestration powered by AI. Sessions will cover: how to use analytics to tailor interactions, how to deploy cloud platforms for scalability, and how to harness AI bots and predictive routing in patient care settings.
For healthcare leaders in India and APAC, the message is: moving to the cloud, aggregating data into unified platforms, and deploying AI-driven personalisation will be a competitive advantage.
Trend 3: Workforce & Agent Experience in Healthcare CX
The provider-patient experience is only as strong as the experience of those delivering care: call-centre staff, triage agents, virtual-care teams, and behind-the-scenes support personnel. Genesys research shows that workforce/training/engagement is a top challenge in healthcare when it comes to CX.
In 2025, healthcare organisations need to focus on employee experience (EX) as much as patient experience. That means giving agents tools, simplifying workflows, automating post-call tasks, reducing repetitive work, and enabling flexible/hybrid models.
At the event, one of the key themes will be: empowering the workforce via intelligent orchestration and AI – boosting productivity, satisfaction, and retention. Genesys’ “Experience Orchestration” framework will provide clarity on how to mature from channel-led to agent/employee-led to journey-orchestration models.
Trend 4: Trust, Ethics & Regulation in AI-Enabled Healthcare Experiences
As AI and data become embedded in healthcare experiences, issues of trust, transparency, ethics, and regulation rise to the fore. For the healthcare sector, where patient privacy, safety, regulatory compliance, and human-centric care are critical, the deployment of AI and automation must be done thoughtfully.
Genesys’ trend research emphasises the role of ethical AI practices as a strategic imperative in CX. Meanwhile, external industry commentary (for example, on “agentic AI” in healthcare) points to the next wave of virtual assistants proactively coordinating care, but also the need for EHR integration, explainability, and patient trust.
At the event, expect expert discussions around the capabilities, processes, and mindsets required to deploy AI responsibly: how to govern journeys, ensure explainability, preserve human-in-the-loop, integrate with clinical systems, and maintain regulatory compliance.
Trend 5: Experience Orchestration & The Digital-Transformation Imperative
Healthcare organisations are under strong pressure to modernise: move to cloud, unify data, break down silos, automate workflows, and orchestrate experiences across the care continuum.
Experience orchestration is the concept of tying together multiple touchpoints, channels, workflows, agents, and automation into a seamless, proactively managed journey. At the Genesys event, the “Levels of Experience Orchestration” maturity framework will be introduced, helping healthcare organisations assess their current state and plan next steps.
What Attendees Will Gain at the Event?
By attending Genesys’ Transforming Every Experience with AI webinar, healthcare leaders, IT heads, CX/experience executives, and digital health innovators will:
- Learn where they currently stand in the maturity of experience orchestration.
- Explore how AI, data, cloud, and workforce enablement combine to deliver superior experiences and measurable business value.
- Get actionable best practices and frameworks for assessing and advancing healthcare experience capabilities.
- See real-world use cases of healthcare providers leveraging Genesys’s platforms to reduce cost, improve patient satisfaction, and streamline workflows.
- Network with peers, ask questions of industry experts, and gather insights applicable to APAC contexts.
Why Now?
2025 is fast approaching, and healthcare organisations are at a pivotal moment: patient expectations are evolving, competition is intensifying, digital front doors are the norm, remote and hybrid care models are growing, and experience is a differentiator. The time to prepare is now. The Genesys event provides a timely launchpad to assess, learn, and act.
FAQs
1. What is the Genesys “Transforming Every Experience with AI” event about?
It’s a virtual session focused on how AI and cloud experience platforms can improve patient engagement, streamline operations, and enhance staff efficiency in healthcare. It also introduces a maturity framework to help organizations plan their digital experience roadmap.
2. Who should attend this event from a healthcare organization?
Healthcare CIOs, CTOs, CMOs, patient experience leaders, digital transformation teams, clinical operations heads, and customer/patient contact center leaders will benefit the most.
3. Why is AI important for healthcare patient experience?
AI enables personalization, faster patient support, automated triage, real-time assistance, and reduced administrative burden—leading to more seamless, empathetic care experiences across digital and human channels.
4. Will Genesys solutions integrate with existing EHR systems like Epic and Cerner?
Yes. Genesys Cloud supports secure integrations with major EHR platforms through APIs, ensuring data continuity and compliance without disrupting workflows.
5. How can my organization get started after attending the event?
Begin by evaluating current patient and staff experience challenges, identifying automation and orchestration opportunities, and mapping workflows that can transition to cloud-based platforms. The event will also provide follow-up resources and consultation options.
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