From AI to “Speed to Happiness”: Dan Eddie on Simplyhealth’s CX Transformation
In this episode of Working Smarter, Dave Hoekstra speaks with Dan Eddie, Customer Services Director at Simplyhealth - loyal Calabrio customer - about the evolution of customer service in the healthcare sector. Together, they explore Simplyhealth’s mission to improve access to healthcare in the UK, the shift from voice to digital contact channels, and how AI is being integrated to enhance the customer experience.
Dan shares practical insights on the importance of business readiness, employee satisfaction, and the real-world challenges of implementing AI in the contact center. The conversation highlights why having a clear purpose and strategy is essential when adopting new technologies, and how Simplyhealth’s focus on “Speed to Happiness” is shaping its CX transformation.
