AI is creating new opportunities for process transformation, but success starts with understanding which processes should be automated, augmented, or left in human hands. In this session, Craig Willis explores how process excellence helps organizations make smarter AI decisions, identify high-value use cases, and avoid unnecessary complexity and cost.

Joined by James Rawlinson, Director of Health Informatics at University Hospitals Sussex NHS Foundation Trust, Craig will share a real-world healthcare transformation story. Learn how the Trust improved patient engagement and contact centre performance through AI-powered self-service, intelligent routing, automated appointment management, and multilingual support, reducing wait times and dramatically improving the patient experience.

Key takeaways:

• How process excellence guides successful AI adoption
• Identifying the right opportunities for AI, automation, and human intervention
• Designing scalable, human-in-the-loop processes
• Reducing costs by avoiding unnecessary AI deployment
• Lessons from the NHS on improving service delivery, efficiency, and patient engagement through intelligent automation