CVS Health on Where AI Is Delivering Value in Healthcare

At CVS Health, AI is delivering value by improving how teams understand and engage consumers—through better use of data and analytics.

In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, shares how CVS is applying AI to strengthen engagement—and what it takes to turn data into meaningful customer experiences.

The conversation focuses on growing engagement—and in healthcare, that starts with building trust. CVS Health aims to deliver value at the right moment, using these insights to create more relevant, connected experiences across every interaction.

Josh explains how AI is being applied across the customer journey, particularly in the contact center—from predicting why a customer is calling and routing them to the right agent, to supporting agents with real-time insights and automating call summaries. The goal is not just efficiency, but enabling more focused, informed, and engaged interactions at scale.

It also reflects CVS’s efforts to connect data across health records, insurance plans, and provider networks—supporting more personalized and accessible care as these capabilities continue to evolve. As AI becomes more embedded, maintaining trust, accuracy, and compliance remains essential.

Key highlights from the conversation:

• The role of consumer engagement in building trust and driving growth in healthcare
• Why data and analytics remain the foundation for effective AI
• How applying AI across the customer journey improves experience quality and consistency
• Where integration across systems enables more personalized and accessible care