Bonus Episode: Patty Hayward: Bold Ideas Transforming Care through Tech

This episode was taped live at the ViVE 2025 conference in Nashville, Tennessee. 

About This Episode

Patty Hayward, General Manager of Healthcare and Life Sciences at TalkDesk, shares how personalized AI communication in healthcare is becoming reality. In a groundbreaking partnership with Epic, TalkDesk is transforming healthcare contact centers from cost-driven call hubs into vital parts of the care team, integrating support directly into electronic health records and empowering agents to guide patients with empathy and precision. Hayward dives into this evolution and makes a compelling case for co-innovation, challenging outdated metrics and redefining what truly human-centered healthcare can look like. Whether you're a healthcare professional, technology enthusiast, or simply someone who's experienced the frustration of healthcare bureaucracy, this episode offers a compelling vision of how bold thinking and strategic partnerships are creating more human-centered experiences.

About Patty Hayward

Patty Hayward, General Manager of Healthcare and Life Sciences at Talkdesk, has over a quarter century of industry strategy experience, including at organizations such as McKesson, Medicity, and Humedica. She is an expert in HIE, population health, pharmacy, process redesign for healthcare systems, and increasing access to patient information.

Additional Resources

LinkedIn: @PattyHayward

Chapters

• 3:05 Transforming Healthcare Contact Centers
• 8:56 Epic Partnership & Co-Innovation
• 18:16 Rethinking Success Metrics