AI In Healthcare: How WPA Is Turning Automation Into Better Outcomes

How do you adopt AI in a highly regulated environment —without losing the human touch?

In this episode of The esynergy Podcast, Paul Shiu speaks with Mike Downing, CIO of WPA Healthcare, about WPA’s evolving AI journey, from early experimentation to today’s use of generative AI and intelligent agents.

They explore how organisations can build AI capability responsibly, balance automation with human interaction, and use AI to remove bottlenecks and improve outcomes — particularly in customer service and back-office operations.

Key topics covered:

• WPA’s journey from early AI adoption to generative AI and agents
• Embedding AI into processes, not just pilots
• Balancing automation with human-led customer experiences
• Governance, skills, and building AI capability in-house
• Practical advice for leaders starting their AI journey

This episode is essential listening for CIOs, digital leaders, and healthcare and public-sector organisations exploring practical, responsible AI adoption.

Available on Spotify, Apple Podcasts, Amazon Music, and YouTube.