Sam Meckey, President of WestCX – Interview Series

Sam Meckey is president of WestCX, overseeing the Mosaicx and Televox brands within West Technology Group. Sam joined WestCX in 2025, bringing more than 20 years of leadership experience at the intersection of customer experience (CX), healthcare, and technology-enabled services. He brings a deep understanding of how to drive intelligent engagement, operational transformation, and customer satisfaction at scale. As a former U.S. Navy officer and pilot, Sam earned his bachelor’s degree in economics from the U.S. Naval Academy, a master’s degree in aerospace operations from Embry-Riddle Aeronautical University, and an MBA from Harvard Business School.

WestCX is a cloud-based AI-driven communication platform that helps organizations in highly regulated industries—especially healthcare, finance, and pharmacy—manage compliant, personalized interactions across channels including voice, SMS/RCS, email, chat, and web. It unifies data, automation, and conversational intelligence through an AI-native stack that captures insights, orchestrates messaging with precision, and delivers human-like engagement to improve outcomes such as appointment adherence and customer or patient satisfaction. Built around the Mosaicx and TeleVox brands, WestCX combines conversational AI, analytics, and workflow automation to reduce operational burdens, strengthen trust, and drive measurable results for enterprises navigating complex communication challenges.

You’ve had a remarkable career leading major healthcare and technology organizations. What inspired you to take on the role at WestCX, and how does this new phase differ from your past leadership roles?

When I first connected with WestCX, what struck me wasn’t just the technology; it was the mission and the potential. I’ve spent more than two decades in healthcare, CX, and tech-enabled services, but WestCX sits at the intersection of all three in a way I hadn’t seen before. This is a company with deep roots in patient communication, trusted relationships across regulated industries, and an opportunity to genuinely improve access, experience, and outcomes for millions of people. I wanted to be part of that.

What ultimately inspired me to join was the chance to both transform and build — to take a set of incredible assets and shape them into an AI-native engagement platform that elevates the work of clinicians, improves patient journeys, and creates real operational leverage for our customers. That combination of purpose, innovation, and transformation is rare.

What’s different about this phase of my career is the level of reinvention required. This isn’t just running a business — it’s leading a transformation, rebuilding a trusted brand, and reimagining what’s possible with AI in highly regulated sectors. It demands equal parts strategy, creativity, grit, and empathy. And frankly, it’s some of the most energizing work I’ve ever done.

WestCX just launched the next generation of its AI-native engagement platform, Engage. Can you walk us through how streaming Speech-to-Speech AI works in practice, and what makes it distinct from previous conversational AI models?

Let’s start with the problem we’re solving. Patients experience seamless, personalized experiences in other parts of their lives. Think about your experience ordering something from Amazon or dealing with Delta. But in healthcare, the patient experience is completely different—it’s fragmented, confusing, and full of friction.

This isn’t because health systems don’t care. Their technology stacks simply weren’t built for modern patient expectations. Legacy systems are fragmented and do not talk to each other. Compliance complicates the problem. This is where Engage and WestCX come in. We are redefining how the healthcare industry engages patients. Our communication layer connects those fragmented touchpoints and brings modern, consumer-grade engagement to healthcare, retail pharmacy, and other high-stakes environments.

Engage is one part of our AI-native engagement ecosystem that listens, learns, and adapts. It allows patients to communicate with their healthcare providers in the way that makes the most sense for them. Whether it’s voice, text, or web chat, the patient gets a high-quality interaction every time. We’re excited about the possibilities it opens for patients, healthcare systems, and staff.

Engage goes far beyond basic static automation by personalizing patient experiences. It blends generative AI and intelligent automation to enable human-like conversations. While holding conversations, Engage can understand, act, and learn in real time while ensuring every conversation is secure and compliant.

Its combination of conversational, generative, and agentic AI automates core functions. Tasks such as appointment scheduling, insurance verification, and payment and medication reminders are all routine, repetitive work that eat up thousands of staff hours.

Engage can automate all this repetitive work so healthcare staff can focus on more meaningful interactions, which is a key solution to burnout and turnover

LinguaAI supports over 100 languages in real time. How does this multilingual capability improve accessibility and inclusion for patients with limited English proficiency, and how is empathy encoded into these systems?

Communication is the heart of empathy. Without understanding, we struggle to share one another’s experiences. LinguaAI can scale encoded empathy across more than 100 languages in real time.

No matter what language we speak, we all share the desire for a full and healthy life and deserve high-quality care. LinguaAI delivers context-aware conversations that help patients feel understood and help staff communicate clearly. It breaks down language barriers to make healthcare more accessible and equitable. When these barriers fall, so do the levels of stress and frustration and fear we often see in healthcare.

Our intelligent communication layer redefines how regulated industries like healthcare engage their patients. Our conversational and agentic AI help orchestrate the total journey from scheduling to appointment reminders to long-term relationships.

The result is a superior patient experience: the simplicity of Amazon, the caring communication of a trusted clinician, and the security the industry demands. LinguaAI is just one piece of our engagement ecosystem that transforms patient care from a transaction into an empathic, continual relationship.

Journey Insights transforms patient interactions into actionable intelligence. How does the platform capture and interpret data from calls, messages, and digital touchpoints to reveal friction points and optimize care outcomes?

Journey Insights is a solution that uses AI to drive higher patient satisfaction and care outcomes. It’s a tool that converts every patient interaction into actionable intelligence to improve outcomes and patient satisfaction. It’s able to do this through a combination of generative, conversational, and agentic AI.

This solution captures and analyzes each patient interaction across calls, messages, and digital channels. Through its analysis, it becomes a source of truth that uncovers friction points and predicts the next best action based on each individual patient’s journey. With Engage, everyday interactions become opportunities for improvement.

One of Engage’s key claims is that it reduces patient no-shows by up to 35%. What AI-driven mechanisms or behavioral insights enable such tangible results?

Reducing patient no-shows is a powerful driver that helps healthcare organizations recapture revenue and focus their staff on critical care. Fewer no-shows mean more patients getting the care they need. If an organization cuts no-shows by 35%, that can double or even triple its ROI.

Engage reduces no-shows so dramatically through its ability to connect with every patient on their terms. Its human-like conversations understand, learn, and act in real time in the patient’s preferred language.

Technically, Engage is powered by a blend of generative AI and intelligent automation, but the impact is on patient outcomes. By automating the routine-yet-essential functions like appointment scheduling and reminders, healthcare organizations can maintain a close relationship with their patients. This automation translates to fewer no-shows because of forgotten appointments or missed scheduling opportunities. Engage also automates interactions that can become hurdles to care, like insurance verification and payments.

Engage removes administrative friction points that lead to no-shows, so organizations can focus on their mission: caring for people. When patients stay connected and informed, they’re more likely to get the care they need.

Integrating with existing EHR and CRM systems is often a pain point for healthcare providers. How does Engage bridge these systems to deliver personalized, adaptive patient care journeys?

These kinds of integrations are often difficult, so we built Engage to connect seamlessly. Without integration, organizations often don’t see the ROI that comes from automating high-volume tasks and improving patient throughput and satisfaction.

Engage builds its knowledge base from EHR and CRM systems. We’re able to integrate with these systems thanks to our three decades of experience serving the healthcare industry. We’ve put twenty years of engagement data into Engage, building a unique foundation that no one can easily replicate. Engage improves with each interaction, optimizing integration and making each subsequent patient journey more personalized and productive.

This integration is why basic chatbots can’t compete. Many healthcare systems were not built with the intention of working with AI. So, AI tools must be specifically built to integrate with these older platforms and systems. Engage was purpose-built for this kind of integration.

Beyond healthcare, Engage is positioned as a model for regulated industries. What parallels do you see in financial services, insurance, or pharma where this AI-native approach could have similar impact?

Healthcare is one of many heavily regulated industries. Financial services, insurance, and pharma face similar privacy standards and data regulations.

Healthcare data is among the most sensitive information in the world. Any data breach can cost an organization millions of dollars and individuals their privacy and peace of mind. Engage was purpose-built from the ground up for such a heavily regulated environment, prioritizing privacy and security.

This is one of the most important parallels I see in other heavily regulated industries. AI tools that touch sensitive information must meet regulatory requirements and need to be designed with those requirements at the forefront of the process.

WestCX is backed by Apollo Global Management and unites two major brands, Televox and Mosaicx. How does this integration strengthen your position in the AI-powered engagement market?

We are lucky to have two sister companies, Televox and Mosaicx, working closely with one another. Each is a leader in its space; Mosaicx in cloud-based SaaS solutions specializing in customer experience automation, and Televox in the healthcare and pharmacy industries.

This range of industries gives us a broader view of the engagement market. So often innovation comes when knowledge from one realm is recontextualized in another. Our cross-industry stance helps us see the market from a unique perspective and remain active at the edge of innovation. Apollo Global Management provides us with stability and solid ground that’s necessary for our innovation.

Looking ahead, how do you envision WestCX’s ecosystem – Engage, LinguaAI, and Journey Insights – evolving over the next few years? Are there plans to extend this platform beyond conversational AI into more holistic patient intelligence?

It’s difficult to say how any given tool will evolve. Innovations in AI are happening so rapidly that anyone who claims to have a crystal ball is probably going to be wrong in more ways than one. I can tell you WestCX will continue to reimagine what’s possible in healthcare so that workers, patients, and all of us have better experiences, better outcomes, and are happier and healthier people.

At WestCX, we will continue to prioritize helping people. When we talk about metrics like patient no-shows or EHR integration and data privacy, what we’re really talking about is whether the teacher from Oakland, California, or the father of three from rural Georgia can access the care they need to keep them healthy, able to go to work, and taking care of their family.

These are the human impacts of this technology. This is its purpose. No matter how the technology evolves—and it will evolve—we will ensure that we keep the human impact front and center in our own evolution.

Finally, what excites you most about the next chapter of AI in healthcare, and where do you think WestCX will play the most pivotal role in that transformation?

What excites me the most is how tools like Engage, LinguaAI, and Journey Insights help patients and healthcare workers. Burnout has been a huge problem with healthcare workers, as has equitable access to healthcare across the country.

I’m excited to see the ways that AI in healthcare is relieving workers from the burden of repetitive and routine tasks. Lifting this workload lets healthcare workers focus more on meaningful tasks that require their knowledge, expertise, and problem solving. This goes a long way in addressing industry burnout and optimizing patient care.

I’m excited, too, about the way we can communicate clearly, regularly, and empathically with all patients, no matter what their backgrounds or language. This kind of automated communication improves patient satisfaction and outcomes. It breaks down barriers that stand between patients and access to the healthcare they need. I see WestCX playing a role in both areas — taking care of healthcare workers so that they can take care of those of us who need it the most.