In a recent LinkedIn post, Adrian Swinscoe delves into the groundbreaking work being done at CVS Health regarding generative agent simulations in the healthcare sector. Swinscoe, host of the Punk CX podcast, shared his insights following a conversation with Sri Narasimhan, VP of Enterprise Customer Experience and Insights at CVS Health, who co-authored a whitepaper on the subject with Simile CEO Joon Sung Park.
“I’m fascinated by this sort of stuff, so I was excited when I got the chance recently to talk to Sri about the work they are doing for the latest episode of the Punk CX podcast.”
Swinscoe highlights that the discussion focused on the whitepaper’s core themes: the problem Narasimhan and Park are addressing with this novel approach, the potential shift away from traditional research with ‘real’ customers, the methodology behind building their AI ‘agentic twins,’ and the impact and patient reception of these AI applications.
Exploring the ‘Agentic Twins’ in Healthcare
Adrian Swinscoe emphasizes the innovative nature of CVS Health’s work, particularly their development of AI models described as ‘agentic twins.’ This approach aims to simulate patient experiences and behaviors using artificial intelligence. Swinscoe’s post teases an episode where Narasimhan elaborates on the technical aspects of creating these models.
“We talk about the whitepaper, the problem they are solving with this new approach, whether that means they will no longer be doing research with ‘real’ customers, how they have built their AI “agentic twins”, the impact of this approach and how their customers (patients) are responding to their use of AI.”
According to Swinscoe, the conversation explored the implications of using AI in customer experience research. A key point of discussion, as highlighted by Swinscoe, was the question of whether this advanced AI simulation could supplement or even replace traditional methods involving direct interaction with human customers. This raises significant questions about the future of customer research methodologies in large enterprises.
Patient Reception and the Future of CX in Healthcare
Swinscoe further notes that the podcast episode, which is now available on platforms like iTunes and Spotify, also touches upon how patients are responding to the integration of AI in their healthcare experiences. This aspect is crucial, as customer acceptance is a vital component of any new technology deployment, especially in a sensitive field like healthcare.
“Check it out and enjoy 🙂 “
The insights shared by Adrian Swinscoe on LinkedIn serve as an important pointer to the evolving landscape of customer experience within the healthcare industry. The work at CVS Health, as presented through Swinscoe’s coverage, suggests a future where sophisticated AI simulations play a significant role in understanding and improving patient journeys, while still considering the human element and patient feedback.
📝 About This Content
This article is based on insights shared by Adrian Swinscoe on LinkedIn.
📅 Originally posted on July 30, 2026 | View original post on LinkedIn →