What will it take to climb healthcare’s “AI Everest”?

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In this episode of Deep Learning with PolyAI, Michelle Schroeder sits down with Sarah Wright, Vice President of Global Customer Service at ResMed, to talk about what it really takes to transform healthcare CX. Sarah describes the challenge as an Everest climb. Every step forward requires balancing innovation with responsibility, especially when patient health information is involved.

Unlike other industries, healthcare cannot experiment loosely. Data must be protected. Integrations must be intentional. The order of operations matters.

• In this conversation, they discuss:
  • Why protecting patient health information shapes every AI decision in healthcare
  • How fragmented systems make personalization difficult
  • What it takes to move from reactive break-fix service to predictive, personalized experiences
  • How “data stories” help build internal alignment for transformation
  • Why voice of customer and QA datasets are often the most powerful starting point
  • How AI should augment human moments rather than eliminate them
  • Why frontline teams become brand defenders and trust gatekeepers as automation scales
  • The importance of starting with baselines and defining what “good” actually looks like

Sarah also shares practical advice for leaders under pressure to modernize quickly: start with the friction that shows up in your data, focus on high-volume pain points, and avoid trying to fix experiences that patients already value.

Climbing healthcare’s AI Everest takes patience, humility, and strong change leadership. This episode offers a realistic look at what that journey involves.

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