Ms. Hayward leads strategy and growth for Talkdesk’s healthcare, pharma and life sciences vertical, building Talkdesk’s fastest-growing vertical business by positioning the contact center and patient support hub as strategic assets that influence access, loyalty and financial performance. At Memorial Healthcare System in Hollywood, Fla., Ms. Hayward helped guide a transformation from a fragmented environment into a cloud-based contact center integrated with Epic, with the system reducing call abandonment from 15-20% to less than 2.5%, service levels nearly doubling, and AI now handling most primary care scheduling and MyChart password support calls. She also advocated for building direct EHR integration into the Talkdesk platform, making Talkdesk the first contact center organization invited to participate in the Epic Workshop co-development program. Before Talkdesk, Ms. Hayward held national vice president roles at McKesson and area vice president of sales at Aetna’s Medicity division. Talkdesk received the 2026 CMSWire “IMPACT Award” and has been recognized across multiple G2 and TrustRadius lists.
