Overheard at HIMSS25: Real conversations on the future of patient engagement

Digital health transformation: Building a patient-centric ecosystem

One of the top concerns we heard at HIMSS25 was the need for a more connected, patient-centered healthcare experience. Many attendees expressed frustration with siloed systems that make it challenging for front-line healthcare allied health workers to access and share critical patient information—slowing quality of care for patients in need.We discussed key strategies to alleviate that bottleneck:

• Unified Health Records: Implementing interoperable electronic health records (EHRs) allows patients and providers to access comprehensive medical histories, facilitating informed decision-making and personalized care plans.
• Telehealth Services: Expanding virtual care options ensures patients can consult healthcare professionals remotely, increasing accessibility and convenience for those in underserved areas.
• Mobile Health Applications: Developing user-friendly apps enables patients to schedule appointments and receive medication reminders without direct intervention from a nurse or physician.

These strategies can help address real-world challenges in healthcare, both for practitioners assisting patients and for administrators prioritizing issues like data security and efficiency. Terazo’s experience with Salesforce and Twilio can address real-world challenges in healthcare and beyond.  By leveraging Salesforce Health Cloud, organizations can create a 360-degree view of patient interactions, streamlining data across multiple touchpoints. Twilio's communication APIs enable real-time, HIPAA-compliant patient outreach through SMS, voice, and video, making telehealth and engagement more seamless.

Artificial intelligence: Personalizing patient interactions

AI was another hot topic at HIMSS25, and across the conference at large. Artificial intelligence has long been cited as a unique tool capable of allowing healthcare organizations to achieve their ‘quadruple aim’: improve patient care experience, improve caregiver experience, reduce rising costs, and elevate overall population health. An estimated 20% of U.S. healthcare systems have integrated some form of artificial intelligence, with 85% planning some form of future AI investment.

Virtually all of the healthcare professionals we spoke with are eager to explore how predictive analytics and AI-driven automation can enhance patient engagement. Here are a few commonly-discussed areas of AI investment within healthcare:

• Predictive Analytics: By assessing patterns in patient data, AI can identify individuals at risk for specific conditions, enabling early interventions and personalized treatment plans.
• Conversational AI: Implementing AI-driven chatbots provides patients with instant responses to inquiries, reducing interaction times and improving satisfaction levels.
• Tailored Health Content: AI algorithms can curate personalized educational materials based on a patient's medical history and preferences, empowering them to make informed health decisions.

We shared real-world examples of how Terazo and Zennify’s AI-driven Salesforce solutions help healthcare providers deliver personalized patient engagement at scale. By integrating AI with Salesforce and Twilio, organizations can upgrade legacy back-office technology, automate appointment reminders, detect care gaps, and provide proactive emergency response support.

Cross-Industry insights: Enhancing patient engagement through data and AI

Other attendees we spoke with were interested in learning how other industries are successfully using data and AI to improve engagement—and how these lessons can be applied to healthcare:

• Data-Driven Personalization: Just as businesses use data analytics to tailor customer experiences, healthcare can leverage patient data to customize care plans and communications.
• AI-Augmented Support: Employing AI to handle routine inquiries allows healthcare staff to focus on complex patient needs, similar to how AI enhances customer experience in other sectors.
• Outcome Monitoring: Utilizing data analytics to assess patient outcomes enables continuous improvement in care strategies, mirroring practices in industries that use data to refine services.

By adopting these approaches with Zennify's Salesforce and Twilio integrations, healthcare organizations can transform patient engagement, leading to improved satisfaction and health outcomes. Automated, personalized outreach powered by AI and omnichannel communication ensures that patients remain engaged throughout their care journey.