Transforming Care Through AI: CX Innovation at City of Hope

Episode Summary: 

In this episode of Simply CX, Nicole talks with Nasim Eftekhari from City of Hope about how customer experience innovation is reshaping cancer care. Discover how AI-driven tools like their Hope LLM are reducing clinician burnout, improving patient outcomes, and even saving lives through smarter clinical trial matching—all by putting human needs at the center of change. 

You'll walk away with: 

• How building with end users creates adoption and trust 

• The role of AI in scaling personalized care and improving patient experiences  

• Why CX innovation in healthcare is about real human impact 

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Mentioned in this Episode 

• Hope LLM: AI-powered oncology assistant 

• City of Hope’s six-dimensional impact framework 

• Clinical trial matching technology 

🎧 Produced by Larj Media 

📩 Follow Nicole McKinley for CX insights that matter.  

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Additional Resources 

Guest: Nasim Eftekhari City of Hope 

Keywords 

CX innovation, healthcare AI, patient experience, clinical trial matching, cancer care