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Using generative agent simulations to drive better experience outcomes in healthcare - Interview with Sri Narasimhan of CVS Health
Today’s episode of the Punk CX podcast features a chat I had with Sri Narasimhan, the VP of Enterprise Customer Experience and Insights at CVS Health, where he leads efforts to drive meaningful organisational changes based on customer, client, and patient feedback.
We talk about a whitepaper that he recently co-authored with Simile CEO Joon Park on using generative agent simulations in health care, the problem they are solving with this new approach, whether that means they will no longer be doing research with ‘real’ customers, how they have built their AI “agentic twins”, the impact of this…
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