Agentic AI. Culture wars. Rewiring leadership. In this electric conversation, Phil Fersht, CEO of HFS Research, sits down with Karthik Krishnamurthy, CEO of Ascendion, to explore why the future of work isn’t just being automated, it’s being reimagined.

From building trust in AI-powered enterprises to rethinking capital allocation and redefining what it means to be a services firm, this episode dives into the seismic shifts shaping the next decade. Is your company stuck in a legacy mindset, or ready to embrace Services-as-Software?

This one’s for the bold.

What You’ll Hear in 30 Minutes

 * Why 2025 was the year of Agentic at work, but not at scale
 * The real reason people embrace AI in their personal lives but not at work
 * Why medium-sized companies are driving the most disruption
 * How trust, not tools, is the missing ingredient in enterprise AI
 * The myth of “digital transformation” and what needs to happen next
 * What Services-as-Software really means—and why it’s already here
 * Why investors need a new playbook for the platform era
 * The talent profiles needed to win the next decade

Guest Snapshots

Karthik Krishnamurthy is the CEO of Ascendion, where he’s pioneering the transformation of traditional IT services into platforms and products designed to deliver meaningful business outcomes. A veteran of the services space, KK’s leadership is rooted in redefining how technology connects to enterprise value, and why trust is now the currency of transformation.

Timestamps
00:00 – Welcome and setting the stage for 2025
01:45 – The year of agentic AI at work
04:45 – Personal vs professional AI adoption
06:30 – The leadership trust gap
10:20 – Why mid-sized firms have an edge
13:00 – The fear of change in enterprises
16:00 – The reality of job elimination vs cyclical layoffs
18:20 – Why this industry is about to explode
20:00 – Services firms as last-mile tech partners
22:40 – Breaking the revenue–people linearity
24:00 – What needs to change: leadership, IP, and culture
26:00 – Platforms over PowerPoints: the trust imperative
29:20 – Redefining the services firm
32:00 – The investor POV: Outcomes vs headcount
35:00 – Talent that gets their hands dirty
39:30 – Storytelling as a core capability
41:00 – Smashing the silos, building alignment
43:00 – Rethinking capital allocation
46:00 – R&D and the reinvention imperative
48:00 – Final thoughts: Change is here. Get on board.

Explore More

 * Phil Fersht on LinkedIn: https://www.linkedin.com/in/philipfersht
 * HFS Research Website: https://www.hfsresearch.com/
 * Karthik Krishnamurthy on LinkedIn: https://www.linkedin.com/in/karthikkrishnamurthy
 * Ascendion Website: https://ascendion.com/

The birth of Services-as-Software:  Phil Fersht and Karthik Krishnamurthy usher in the new era of the workplace

What happens when a Gen Z podcast host from New York City goes head-to-head with a seasoned analyst on AI, economic angst, and the generational wealth gap?

In this episode of The Horse’s Mouth, Phil Fersht sits down with Ed Elson, the Gen Z co-host of the Prof G Markets podcast with Scott Galloway. Ed brings his sharp, fast-talking take on why Gen Z feels economically betrayed, why AI is fueling more layoffs than we think, and why America is facing a generational reckoning.

This is not your average macroeconomic chat, expect rants, facts, and fire. From sky-high college costs and housing absurdity to the real reason Gen Z isn’t having kids. Ed and Phil go all in on the emotional and economic realities of a generation trying to survive the age of AI and market chaos.

What You’ll Hear in 30 Minutes

 * Why Gen Z is worse off than their parents and pissed about it
 * The AI lie: It’s not co-piloting, it’s replacing
 * Why entry-level jobs are vanishing and who’s to blame
 * The illusion of opportunity in a private AI economy
 * Why Google might win the long game, and OpenAI may implode
 * How New York became unaffordable for all but the 1%
 * Why the AI stock narrative is at a breaking point

Guest Snapshots

Ed Elson is a business writer, analyst, and co-host of the Prof G Markets podcast with Scott Galloway. He is also host of the First Time Founders podcast. In 2024 he won the Webby honoree award for “Best Co-Host” and won the Webby Award for “Best Business Podcast” in 2025. His podcast has consistently ranked number one in Business in the U.S. His work has been featured in multiple New York Times bestsellers, including The Algebra of Wealth, Adrift, and Siege. He has appeared on various news outlets, including MSNBC and Financial Times. In 2021 he was the commencement speaker for Princeton University, where he graduated summa cum laude with a degree in Classics.

Timestamps

00:00 – Welcome and Intro: Meet Ed Elson
01:42 – Gen Z in NYC: Privilege vs. Reality
04:45 – The K-Shaped Economy: Winners and Left Behind
07:10 – Housing and College: Gen Z’s Cost Crisis
09:50 – Parents Paying the Bills: Dependency Metrics
11:30 – AI and the Disappearing Entry-Level Job
15:00 – Who Owns the AI Revolution (Hint: Not You)
19:30 – OpenAI’s “Code Red” vs Google’s Quiet Comeback
25:00 – AI Market Whiplash: Bubbles, Circular Deals, and Hype Fatigue
27:30 – From Exuberance to Sobriety: The New AI Narrative
33:00 – Why Google’s Under-the-Radar Assets Matter
34:45 – Wrap-Up: See Ed at the HFS Summit in NYC

Explore More 

 * Prof G Markets Podcast: https://profgmedia.com/podcasts/
 * Ed Elson on LinkedIn: https://www.linkedin.com/in/ed-elson-314283158/ 
 * Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/ 
 * HFS Research: https://www.hfsresearch.com/ 
 * The Horse’s Mouth Podcast Series: https://horsesmouthpodcast.com/

Boomers, Bailouts, and Bubble Trouble: Phil Pods with Prof G’s Ed Elson

What happens when America’s bluntest business voice meets its sharpest industry analyst? 

In this unfiltered and high-voltage conversation, HFS CEO Phil Fersht sits down with NYU Professor, best-selling author, and media provocateur Scott Galloway (aka Prof G). Together, they pull no punches unpacking the anxiety and opportunity in today’s America—from broken capitalism and boomer-fueled burnout to the tech monopolies shaping our mental health and democracy. 

Scott dishes out straight talk on generational rage, the illusion of innovation, and why young Americans are rightly pissed. But he’s not all gloom—he’s got a battle plan to rebuild the country through real reform, national service, and making masculinity cool again. 

This one isn’t for the faint of heart. It’s for those who want to understand where America is heading—and how to help steer it. 

What You’ll Hear in 30 Minutes 

 * Why young people feel cheated—and what’s fueling their disillusionment 
 * Scott’s take on Big Tech’s grip on democracy and mental health 
 * Why national service and shared sacrifice might save the country 
 * How business leaders must adapt to a broken trust economy 
 * Phil and Scott’s honest dialogue on capitalism, masculinity, and what comes next 

Guest Snapshots

Scott Galloway, also known as Prof G, is a professor at NYU’s Stern School of Business, serial entrepreneur, best-selling author, podcast host, and fierce advocate for economic reform. Known for his razor-sharp commentary on tech, business, and society, he’s built a loyal following of professionals seeking unfiltered insight and big-picture truth. He’s the author of Adrift, The Four, and The Algebra of Happiness, and regularly challenges the status quo across media and academia. 

Timestamps 

00:00 – Intro and Welcome
01:15 – Why young Americans are mad (and should be)
03:40 – The rise of rage in Gen Z and millennials
07:20 – Tech’s failure to fix what matters
10:35 – Why the American Dream feels dead (and how to revive it)
13:50 – National service, masculinity, and purpose
17:15 – Can capitalism be reformed or is it broken?
20:05 – What the US election might mean for the future
23:10 – The Boomer problem and building generational empathy
26:30 – Realistic hope: what we can do next 

Explore More 

 * Scott Galloway on LinkedIn: https://www.linkedin.com/in/profgalloway/ 
 * The Prof G Pod: https://profgmedia.com/podcast/ 
 * The Prof G Website: https://profgmedia.com/ 
 * Phil Fersht on LinkedIn: https://www.linkedin.com/in/philfersht/ 
 * More from HFS Research: https://www.hfsresearch.com

Phil Meets Prof G: Rage, Reform, and Reclaiming America

How do you drive transformation when every global signal is flashing red, yellow... and green?

In this episode of From the Horse’s Mouth, Phil Fersht sits down with Manish Sharma, Chief Strategy and Services Officer for Accenture, to talk about navigating talent, geopolitics, trust, and transformation in an age of relentless change.

They delve into the "rebalancing" of globalization, exploring how the future of service delivery is shifting, why AI maturity is about people, not just technology, and what global business leaders are still getting wrong about partnerships and accountability.

What You’ll Hear in 30 Minutes

 * How “re-globalization” is reshaping service delivery
 * Why automation alone isn’t enough
 * What boards really want from providers today
 * The shift from cost to value: New KPIs for transformation
 * The talent mindset needed for the AI-first world
 * How Accenture is approaching trust, transformation, and partnerships

Guest Snapshots

Manish Sharma is Chief Strategy and Services Officer for Accenture. Previously he was CEO of The Americas in Accenture, the largest of Accenture’s worldwide geographic markets which includes the US, Canada and Latin America. He also served as CEO of North America,  and formerly as Accenture’s Chief Operating Officer and Group Chief Executive of Operations. His leadership spans transformation at scale, digital reinvention, and deeply human leadership. Recognized as one of the top thinkers in global services and operations, Manish blends global delivery expertise with a sharp lens on what’s next.

Timestamps

00:00 – Intro and welcome
02:05 – From India to North America: Manish’s journey and leadership lens
05:10 – The new rules of globalization: Borders, supply chains, and trust
08:40 – Are delivery centers obsolete? Manish on the future of service delivery
11:00 – Why AI maturity isn’t just about tech—it’s about people readiness
13:45 – Rethinking partnerships: From FTEs to outcomes
16:20 – The boardroom’s new obsession: How to turn insights into execution
20:00 – Manish’s challenge to the industry: “Don’t just automate. Re-imagine.”
23:30 – Lightning round: What’s next for services, skills, and leadership
26:00 – Wrap-up

Explore More

 * Manish Sharma on LinkedIn: https://www.linkedin.com/in/manish-sharma-bbb1a1
 * Accenture North America: https://www.accenture.com/us-en
 * Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/
 * More insights from HFS: https://www.hfsresearch.com/

Deals, Data, and Deglobalization: Manish Sharma in the Hot Seat with Phil Fersht

Global alliances are shifting. Tech stacks are splitting. And social media is reshaping democracy in real time. In this electrifying episode, Fareed Zakaria, a renowned journalist, CNN host, and global affairs analyst, joins Phil Fersht to unpack the messy intersection of politics, AI, and power.  

What You’ll Hear in 30 Minutes 

 * Why Fareed says global allies are hedging their bets on America 
 * The new Cold War over tech stacks: Chinese vs. non-Chinese 
 * Social media’s algorithmic grip on democracy 
 * Are we facing the systemic breakdown of compromise? 
 * Why the next election might hinge on a TikTok 
 * Urban America’s affordability crisis: housing, healthcare, education 
 * What Gen Z’s radical turn means for politics 
 * How Fareed is fighting back against digital distraction (spoiler: karaoke is involved)  

Guest Snapshot 

Fareed Zakaria is a globally recognized journalist, author, and host of CNN’s Fareed Zakaria GPS [https://www.cnn.com/shows/fareed-zakaria-gps]. Known for his razor-sharp commentary on international affairs, economic policy, and technology, Fareed has been a leading voice on globalization, democracy, and disruption for decades. His work appears in The Washington Post, CNN, and bestselling books like The Post-American World [https://www.amazon.com/Post-American-World-Fareed-Zakaria/dp/039306235X] and Ten Lessons for a Post-Pandemic World [https://www.amazon.com/Lessons-Post-Pandemic-World-Fareed-Zakaria/dp/0393542130].   

Timestamps 

00:00 – Welcome and Introduction  
00:36 – Global Alliances Are Fraying  
02:41 – The Bipolar Tech Stack: US vs. China  
04:42 – Nvidia, Intel, and Chips in Geopolitics  
06:44 – Democracy, AI, and the Social Media Machine  
09:45 – Charlie Kirk, Virality, and Political Radicalization  
13:05 – The Power (and Danger) of Algorithms  
15:40 – Is the American Dream Still Alive?  
18:30 – The Urban Crisis of Affordability  
20:22 – Why Gen Z is Embracing Radical Ideas  
21:59 – How social media is Rewiring Our Brains  
24:20 – Deep Work, Human Connection, and Staying Sane  
26:30 – Fareed’s Final Reflection  

Explore More 

 * Fareed Zakaria on LinkedIn [https://www.linkedin.com/in/fareed-zakaria-7098ba24b]
 * Phil Fersht on LinkedIn [https://www.linkedin.com/in/pfersht/]
 * More from HFS [https://www.hfsresearch.com/]

Related Episodes: 

 * Pascal Bornet: Lead with Agentic AI — or Risk Being Replaced [https://www.youtube.com/watch?v=ijJqId6UoqQ]
 * May Habib: Why Agentic AI Needs Guts, Grit - and the Human Touch [https://www.youtube.com/watch?v=6v9C3t7Z5LE]

TikTok, Tariffs, and Tech Wars: Phil Fersht pods with Fareed Zakaria

Ron Walker, Head of Global Managed Services at KPMG, sits down with Phil Fersht to unpack how AI is reshaping services—and why enterprise leaders can’t afford to wait.  



They explore the “Kodak moment” facing traditional tech firms, the critical shift from vendor to value partner, and why platform-enabled services are rewriting the outsourcing playbook. This is not your typical vendor chat—Ron gets candid about contracts, cost pressures, talent strategy, and the rise of agentic delivery models. 



If you’ve ever asked, “Where is this all going?” — this episode answers it. 



What You’ll Hear in 30 Minutes 

• Why AI is forcing enterprises to rethink their entire services stack 

• How geopolitical volatility is accelerating automation investments 

• The rise of agentic delivery—and what it means for your contracts 

• Why smart, curious generalists will define the next wave of talent 

• The one thing every enterprise must do right now 



Guest Snapshots 

Ron Walker is the Global Head of Managed Services at KPMG, where he leads the firm’s vision for reinventing managed services in the AI era. With deep roots in consulting, outsourcing, and global transformation, Ron is at the forefront of building outcome-based delivery models that blend human expertise with intelligent automation. 



A trusted advisor to Fortune 1000 enterprises, Ron is passionate about aligning tech, talent, and trust to meet the demands of a volatile, high-speed digital economy. 



Timestamps 

00:00 – Welcome and Backstory 

01:05 – How Trade Volatility Is Reshaping Global Services 

02:50 – 83% of Enterprises Are Accelerating AI—What That Really Means 

05:16 – From Talent at Scale to AI at Scale 

07:30 – Machines Now Outperform Humans—Where Does That Leave Us? 

08:52 – Reinventing Contracts for an Agentic Future 

10:40 – The New Economics of Outsourcing 

12:33 – Why Service Providers Must Become Educators 

14:57 – KPMG’s Hybrid Model: Productization + Partnership 

16:40 – Redefining Talent for a Platform-Enabled World 

19:03 – Vibe Coding, Agentic AI, and the Next Phase of Work 

22:40 – Ron’s One Piece of Advice for Enterprise Leaders 

24:13 – Will We See a New Wave of Transformational Outsourcing? 

25:32 – The Big Four + Scalers: Why Collaboration Is Key 



Explore More

• Ron Walker on LinkedIn: https://www.linkedin.com/in/ronwalkerkpmg/

• KPMG’s AI Thought Leadership: https://kpmg.com/xx/en/our-insights.html

• Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/

• More from HFS on Agentic AI: https://www.hfsresearch.com/

AI, Agents, and Ambitions: KPMG’s Ron Walker on Rebuilding the Services Stack

When you spin out of one of the world’s largest agribusiness supply chains with the ambition to reimagine enterprise services, people take notice.



In this episode, Suresh Sundararajan, CEO and Co-Founder of Mindsprint, joins HFS CEO Phil Fersht to unpack what it really means to be an AI-first services firm, and how legacy becomes leverage when you’re bold enough to build.



From training 3,000+ employees on AI tools to launching outcome-based pricing models for P2P and procurement, Suresh shares his honest view on tech disruption, change management, and why the small and agile are beating the big and slow.



What You’ll Hear in 30 Minutes

• The birth of Mindsprint from agribusiness giant Olam

• What being “AI-first” means inside and out

• Scaling AI adoption across a 3,200-person workforce

• Why change management—not tech—is the bottleneck

• How outcome-based pricing is disrupting traditional service models

• Why smaller firms are thriving in the new enterprise tech landscape

• Suresh’s personal mission to lead by doing—and upskill everyone



Guest Snapshots

Suresh is the CEO and Co-Founder of Mindsprint, a next-gen tech services firm born out of Olam Group—one of the world’s largest agri-business supply chains. With over 30 years at Olam, Suresh brings a rare combination of operational depth, strategic foresight, and entrepreneurial grit.



He’s on a mission to prove that smaller, sharper firms like Mindsprint can move faster, lead AI transformation, and offer differentiated services at scale—all while being deeply human-centered in execution.



Timestamps

00:00 – Welcome and origins of Mindsprint  

01:15 – Spinning out of Olam: The backstory  

03:29 – Why Mindsprint chose independence over division  

06:57 – What it *really* means to be AI-first  

08:57 – How Suresh trained 95% of employees on AI  

09:42 – The reality of change management  

12:29 – What happens when AI frees up time?  

14:42 – How jobs and skillsets are evolving  

17:02 – Adding 45 new logos in 18 months  

19:40 – From FTEs to outcome-based pricing  

21:58 – Selling services like software  

24:49 – Global expansion and unexpected growth in APAC  

27:00 – Advice for tech and non-tech leaders on AI transformation  

30:13 – The productivity + innovation equation  

31:44 – Wrap-up and parting thoughts 



Explore More

• Mindsprint: https://www.Mindsprint.org

• Suresh Sundararajan on LinkedIn: https://www.linkedin.com/in/sureshsundararajan

• Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht

• HFS Research on Agentic AI: https://www.hfsresearch.com

Coffee, Cotton… and Code: How Mindsprint Is Rewriting the Tech Services Playbook

Are we stuck iterating when we should be innovating?  

Brian Solis, Head of Global Innovation at ServiceNow, joins Phil Fersht on From the Horses' Mouth to unpack the AI paradox. Why is AI maturity declining even as capabilities explode? The answer lies in mindset—not models.   

Brian argues that leaders must stop using AI to simply optimize yesterday’s processes and start reimagining what’s newly possible. It's not just about doing things faster—it's about doing entirely new things.   

What You’ll Hear in 30 Minutes  

- Why AI maturity actually dropped in 2024—and what it signals  
- The difference between iteration and innovation in the age of AI  
- Why rethinking jobs and workflows is now mission-critical  
- How leadership must evolve from cost control to possibility design  
- What it means to become an “AI-native” organization  - Why the pressure to change needs to feel urgent—but be inspiring   

Guest Snapshots
Brian Solis is the Head of Global Innovation at ServiceNow, where he leads a worldwide network of futurists and innovation officers focused on helping enterprises navigate disruption with clarity and purpose. A world-renowned digital anthropologist, Brian has published nine bestselling books and over 60 influential research reports on innovation, transformation, and emerging technologies. He’s been featured in HBR, Fast Company, CIO, and Forbes—and is consistently ranked among the top global voices in business innovation.   

Timestamps  
00:00 – Welcome & Brian’s Background    
01:30 – From Disruptive Tech to Enterprise Innovation    
03:25 – Brian’s First Generative AI Encounter    
05:00 – Building the AI Maturity Model at ServiceNow
06:40 – Why AI Maturity Scores Are Falling
07:50 – From Quick Wins to Business Transformation
09:35 – Connecting Silos with AI (Not Just Automating)
11:00 – Reimagining Work, Not Replacing It
13:20 – Helping Employees Become AI-Native
15:20 – Leadership’s Role in Inspiring AI-Driven Change
18:10 – Linear vs. Exponential Thinking
20:30 – Free Time, Dark Leisure & Organizational Curiosity
22:20 – Why Most Companies Still Think Like It’s Web 1.0
24:45 – Iteration ≠ Innovation    
26:50 – AI as an Extension of Human Creativity    
28:10 – Who Will Win: Services or Software?    
30:15 – Cost Center or Growth Engine? You Decide    
34:00 – Sign Off & Canine-Approved Conclusion      

Explore More  
• Brian Solis on LinkedIn: https://www.linkedin.com/in/briansolis/  
• Brian's Latest Book: https://www.briansolis.com/books/  
• ServiceNow AI Index Report: https://www.servicenow.com  
• Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/  
• More from HFS on Agentic AI: https://www.hfsresearch.com

Dogs, Dial-Up, and Disruption: My conversation with Brian Solis

Are we outsourcing too much of our thinking to AI?  

In this thought-provoking episode, Phil Fersht sits down with HFS’s own Dana Daher, a trained anthropologist and research leader, to talk about how GenAI is subtly reshaping how we think, work, and show up. 

Dana explores the idea of cognitive erosion—what happens when we rely so heavily on GenAI that we stop building our own creative, critical, and strategic muscles. She explains why this matters now, especially for the next generation of workers, and how leaders can protect what makes us uniquely human. 

This isn’t about resisting technology—it’s about learning how to use it without losing ourselves.  

What You’ll Hear in 30 Minutes 

1. The concept of cognitive erosion—and how it’s different from burnout 

2. Why younger employees may miss critical thinking milestones if they over-rely on GenAI 

3. How "co-creating with machines" can end up making everything sound the same 

4. The importance of cognitive resilience as a leadership capability 

5. The risk of workplace homogeneity in a world of AI-written everything 

6. How to balance efficiency with authenticity in the age of digital assistants  

Guest Snapshots 

Dana Daher is Executive Research Leader at HFS Research, where she blends her background in anthropology and IT to lead research across employee experience, agentic AI, DEI, and sustainability. Before HFS, she held leadership roles at Unisys and Info-Tech Research Group, helping public and private sector clients shape their digital transformation journeys. Dana holds both bachelor's and master's degrees in Anthropology from University College London, bringing a deeply human lens to technology’s impact on business and society. 



Timestamps 

00:00 – Welcome: Dana Daher and the Anthropology of Enterprise 

02:54 – What Anthropology Teaches Us About Tech Culture 

06:04 – What Is Cognitive Erosion and Why It Matters 

07:48 – Three Waves of Cognitive Offloading: From Google to GenAI 

09:16 – How AI Affects Judgment, Creativity, and Critical Thinking 

12:04 – Offloading Opinions vs. Gaining Insight: The Thin Line 

13:27 – AI’s Role in Creating a Sea of Generic Content 

16:17 – Teaching Cognitive Resilience in the AI Era 

18:07 – The Next Workforce Crisis: When Juniors Are Skipped for AI 

21:03 – Is the Soul of the Workplace at Risk? 

23:09 – Can AI Drive Us Back to Human Connection? 

25:30 – Tech Efficiency vs. Human Cost: Finding Balance 

26:52 – Closing Thoughts: Retaining Originality in a Machine World 



Explore More

🌐Dana’s Research on Cognitive Erosion: https://www.hfsresearch.com/analyst/dana-daher

🌐Learn more about Agentic AI at HFS: https://www.hfsresearch.com 

🔗 Follow Dana Daher: https://www.linkedin.com/in/dana-daher/ 

🔗 Follow Phil Fersht: https://www.linkedin.com/in/pfersht/

Dana Daher: Reclaiming Human Thinking in the Age of AI Shortcuts

We don’t need more dashboards—we need more listening. 



In this episode, Phil Fersht sits down with Sandeep Dadlani, the Executive Vice President and Chief Digital and Technology Officer at UnitedHealth Group, to explore what fundamental healthcare transformation looks like in the age of AI. 



Sandeep dives into how UnitedHealth is deploying ambient AI and agentic systems to reduce clinical burnout, improve access to care, and, most importantly, bring empathy back into the doctor-patient relationship. 



This is AI designed to serve, not replace. And it’s already in the hands of thousands of clinicians. 



What You’ll Hear in 30 Minutes 

- Why healthcare has a tech problem and a humanity problem 

- How ambient listening AI is giving doctors their time—and their focus—back 

- What “agentic AI” really means in clinical workflows 

- The risks of bad AI and the urgency of building trusted systems 

- How to scale AI in ways that respect patients, doctors, and outcomes 



Guest Snapshots 

Sandeep Dadlani is the Executive Vice President and Chief Digital & Technology Officer at UnitedHealth Group, where he leads the charge in rethinking how one of the world’s largest healthcare companies uses technology. With prior roles at Mars and Infosys, Sandeep brings a rare blend of consumer empathy and enterprise tech savvy. His current mission? Use AI to fix the system without losing sight of the people it’s meant to serve. 



Timestamps 

00:00 – Welcome and Introductions 

01:20 – Why Healthcare Needs a Reboot 

03:48 – What “Frictionless” Really Means in Care 

06:35 – Agentic AI: More Than a Buzzword 

08:12 – Ambient Listening: Letting Doctors Be Doctors 

12:47 – Creating Space for Human Connection 

14:40 – Scaling AI to 2,000+ Clinicians 

16:22 – Designing Tech That Actually Helps 

18:57 – Building for Real People, Not Just Processes 

22:10 – Where Healthcare Transformation Goes Next 

24:36 – Closing Thoughts: A More Human Future



Explore More

🌐 Learn more about UnitedHealth Group: https://www.unitedhealthgroup.com/ 

🔗 Follow Sandeep Dadlani on LinkedIn: https://www.linkedin.com/in/sdadlani/ 

🔗 Follow Phil Fersht: https://www.linkedin.com/in/pfersht/ 

🔗 More from HFS Research: https://www.hfsresearch.com

Sandeep Dadlani: Why Healthcare Needs AI That Listens—Not Just Learns

As technology rapidly evolves, the world has undergone a significant transformation. Society has shifted from being human-centered to a complex web of digital automation, AI, and human workers who support it. This rapid innovation outpaces regulations and threatens social mobility.

The rise of AI presents a critical challenge: how can businesses and policymakers ensure that AI enhances, rather than hinders, human creativity and innovation? Automating routine tasks could free up people for roles requiring creativity, problem-solving, and emotional intelligence, but it demands a focus on continuous learning and digital literacy.

The first season of From the Horse's Mouth: Intrepid Conversations with Phil Fersht explores the intersection of AI, work, and society, aiming to shape the future.

HFS Research

Shows