How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar

Builders Wanted

Connect with Dugan on LinkedIn

23:28

My guest today has been keeping us up to date with the current state of hiring for marketers on a quarterly basis, which has taken us on quite a roller coaster ride. Today we’re going to look at how marketing and communication execs are responding to the latest developments in the world while still needing to get their work done. To take a look at the latest here, I’d like to welcome back to the show Sue Keith, Corporate Vice President at Landrum Talent Solutions. About Sue Keith Sue Keith is Corporate Vice President at Landrum Talent Solutions. With deep expertise in navigating complex labor markets, Sue has a front-row seat to the evolving dynamics of marketing roles, hiring trends, and the broader implications of AI and economic uncertainty. RESOURCES Landrum Talent Solutions: https://www.landrumtalentsolutions.com https://www.landrumtalentsolutions.com This episode is brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions. https://www.landrumtalentsolutions.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Online Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrand Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company…

29 days ago 44:40

MP3•Episode home

-------------------

Key Takeaways:

Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts.
The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience.
Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience.

-------------------

“ There is a lot of information silos, simultaneously, where we're expecting patients to know how to navigate a very complex system. And we think conversational AI and agentic AI is a great manifestation where we can leverage a lot of our core competency and network connections to help answer those patients' questions in a way that is delightful.” – Dugan Winkie

-------------------

Episode Timestamps:

‍*(02:10) - The boldest thing Cedar is building right now

‍*(03:52) - How Cedar is using AI to humanize the patient financial experience

‍*(14:24) - Recent patient behaviors that pushed Cedar to rethink the billing experience

‍*(23:11) - How Cedar designed its AI agent, Kora, to be helpful and empathetic to patients

‍*(31:10) - How Cedar is balancing AI innovation and healthcare regulations

‍*(35:40) - How AI has already improved the patient journey

-------------------

Links:

Connect with Kailey on LinkedIn

Learn more about Caspian Studios

-------------------

Sponsor

Builders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.

69 episodes

#Business #Marketing #Twilio Segment #Cdp #Customer Data #Customer Data Platform #Customer Engagement #Customer Service #Data #Sales

How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar

Builders Wanted

published 29 days ago

MP3•Episode home

-------------------

Key Takeaways:

Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts.
The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience.
Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience.

-------------------

Episode Timestamps:

‍*(02:10) - The boldest thing Cedar is building right now

‍*(03:52) - How Cedar is using AI to humanize the patient financial experience

‍*(14:24) - Recent patient behaviors that pushed Cedar to rethink the billing experience

‍*(23:11) - How Cedar designed its AI agent, Kora, to be helpful and empathetic to patients

‍*(31:10) - How Cedar is balancing AI innovation and healthcare regulations

‍*(35:40) - How AI has already improved the patient journey

-------------------

Links:

Connect with Dugan on LinkedIn

Connect with Kailey on LinkedIn

Learn more about Caspian Studios

-------------------

Sponsor

69 episodes

#Business #Marketing #Twilio Segment #Cdp #Customer Data #Customer Data Platform #Customer Engagement #Customer Service #Data #Sales

All episodes

Builders Wanted

1
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1 day ago40:33

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15 days ago31:57

31:57

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Builders Wanted

1
How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar 44:40

29 days ago44:40

44:40

In this episode of Builders Wanted, we sit down with Dugan Winkie, Head of Commercial Strategy at Cedar, to explore how AI is reshaping one of the most emotionally complex industries: healthcare. From frustrating call center experiences to opaque billing processes, Dugan breaks down how Cedar is reimagining patient engagement with conversational AI, real-time data, and a builder’s mindset. ------------------- Key Takeaways: Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts. The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience. Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience. ------------------- “ There is a lot of information silos, simultaneously, where we're expecting patients to know how to navigate a very complex system. And we think conversational AI and agentic AI is a great manifestation where we can leverage a lot of our core competency and network connections to help answer those patients' questions in a way that is delightful.” – Dugan Winkie ------------------- Episode Timestamps: ‍*(02:10) - The boldest thing Cedar is building right now ‍*(03:52) - How Cedar is using AI to humanize the patient financial experience ‍*(14:24) - Recent patient behaviors that pushed Cedar to rethink the billing experience ‍*(23:11) - How Cedar designed its AI agent, Kora, to be helpful and empathetic to patients ‍*(31:10) - How Cedar is balancing AI innovation and healthcare regulations ‍*(35:40) - How AI has already improved the patient journey ------------------- Links: Connect with Dugan on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Builders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.…

Builders Wanted

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6 weeks ago37:30

37:30

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16 weeks ago37:40

37:40

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18 weeks ago35:14

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45:47

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Builders Wanted

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22 weeks ago40:17

40:17

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Builders Wanted

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25 weeks ago41:51

41:51

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Builders Wanted

1
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27 weeks ago47:30

47:30

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Builders Wanted

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30 weeks ago40:51

40:51

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Builders Wanted

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32 weeks ago44:11

44:11

This episode features an interview with Alex Levin, Co-founder and CEO of Regal.ai where he leads the go-to-market teams. Previously, Alex was a product manager at Personal and Thomson Reuters, and then joined Handy (acquired by ANGI in 2018) as an early employee where he led growth and marketing. In this episode, Kailey sits down with Alex to discuss strategies for maximizing customer centricity, the balance between AI and human-driven customer experiences, and the importance of alignment between organizational values and company culture. ------------------- Key Takeaways: While digital solutions and automation are crucial, personal touches, even in a digital-first world, enhance customer satisfaction and loyalty. Over the next decade, it's expected that up to 90% of contact center roles will be taken over by AI. By fostering cross-functional collaboration and ensuring all teams work toward common objectives, companies can better adapt to changing market demands and enhance their customer engagement efforts. ------------------- “The goal is to treat each individual differently and think about how you're going to drive the best experience for them and the best outcome and the most customer lifetime value for you as a brand. That may not be treating everybody the same. It may be, actually, even when it's something very simple, giving them a high touch experience because you think the outcome is going to be better.” – Alex Levin ------------------- Episode Timestamps: ‍*(02:37) - Alex’s career journey *(13:35) - Trends impacting customer experience *(21:51) - Navigating high touch experiences *(29:38) - How AI will impact contact centers *(39:23) - How Alex defines good data ‍*(41:44) - Alex’s recommendations for upleveling customer experience strategies ------------------- Links: Connect with Alex on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

Builders Wanted

1
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36 weeks ago38:10

38:10

This episode features an interview with Des Cahill, Chief Marketing Officer at Tipalti. Des has served as CMO at multiple startups, such as Ensighten, Samepage and BridgeSpan, while also having successful experiences at companies like Apple and HP. Most recently, he drove global product marketing strategy for Oracle's Advertising & Customer Experience as Group Vice President. In this episode, Kailey and Des discuss the importance of foundational experiences and adapting to different company environments, crafting a solid messaging framework, and the evolving role of content marketing in the age of generative AI. ------------------- Key Takeaways: A well-defined messaging framework is foundational, informing content across various channels such as websites, marketing collateral, sales pitches, and internal communications. Organizations can effectively tailor their communications and improve customer engagement through a phased approach to personalized marketing. Starting with a strong foundational messaging framework and then expanding it to specific personas and behaviors. Training AI tools like Grammarly to maintain brand tone and partnering with specialized AI vendors to leverage data in impactful ways can improve efficiency and ensure company communications remain aligned with brand messaging. ------------------- “A lot of people think customer experience is about delighting the customer and I disagree. I think most of us, in our day-to-day lives, what we're trying to achieve is we're trying to get the information we want and we're trying to move on to the next thing. If you're marketing correctly, you've captured that signal, you've given them a message and you can always follow up with a nurture.” – Des Cahill ------------------- Episode Timestamps: ‍*(02:35) - Des’s career journey *(06:21) - Trends impacting customer experience *(12:02) - Personalization strategies *(22:24) - How Tipalti is building practical AI strategies ‍*(35:04) - Des’s recommendations for upleveling customer experience strategies ------------------- Links: Connect with Des on LinkedIn Connect with Kailey on LinkedIn Learn more about Caspian Studios ------------------- Sponsor Good Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com…

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Simplifying the Digital Customer Experience with Jim Jackson, EVP & CMO at Hewlett Packard Enterprise 43:08

38 weeks ago43:08