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How Better Context Creates Better Experiences: A Conversation with Jake Wilcox, Geisinger Podcast
By Moshe Beauford We sat down with Jake Wilcox, Omni-Channel Solutions Architect at Geisinger, to discuss the critical role of context in delivering exceptional customer and patient experiences. Wilcox explained how organizations can reduce friction by ensuring information flows seamlessly across departments and touchpoints, enabling more personalized and efficient interactions. The conversation also examined the business impact of disconnected experiences, the risks friction poses to customer satisfaction and organizational performance, and key considerations for deploying AI-powered solutions in healthcare and other highly regulated environments.
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