Season 5 • Episode 97

Interview In Action: Understanding Agentic AI and Quick Wins with Michael Vipond

Jul 23, 2025

25:15

Episode Description

July 23, 2025: Michael Vipond, Head of Healthcare Provider GTM at ServiceNow, discusses everything from the basics to the cutting edge of AI. As health systems face mounting pressure from Medicare cuts and operational costs, how do leaders navigate the difference between traditional automation and the emerging world of agentic AI? Michael reveals how AI agents are already handling IT incidents and care team requests, but warns that simply layering AI onto broken processes won't deliver transformation. With healthcare drowning in spreadsheets and administrative tasks, what are the practical steps CIOs can take today while building toward a long-term AI strategy? The conversation uncovers specific examples of AI reducing administrative burden and explores the critical foundation work—from data quality to governance—that health systems need to get right before AI can truly amplify human connection in patient care. Key Points:

02:54 Understanding Agentic AI
07:04 AI Use Cases and Benefits
11:01 Governance and Implementation of AI
20:33 Future of AI in Healthcare

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