Articles by Patrick Kehoe
Customer-Centric Banking for the Win
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so personalized that it can predict and even exceed my expectations? Most millennials now consider such a personalized experience from a financial company to be as valuable as its products and services.
Too Big, Too Small, Just Right
Let's first start with a couple of things not to do. What follows is arguably common sense, but as I say all too often, common sense isn't that common. Firstly, never start with the technology; always start with the business problem you want to solve. I say this as it's common to see enterprises and government departments alike pulling together shortlists of technology providers before they have built a thorough business case or undertaken any business analysis. That's a recipe for disaster.
Start Small, Dream Big
The customer communications market has evolved over the past three decades. Today’s customers expect instant, personalized and seamless experiences across all channels. Artificial intelligence (AI) is driving this evolution, reshaping how organizations connect with customers, streamline operations and boost efficiency.
Automated Document Understanding: The Real Vector for Enterprise AI
Intelligent document processing (IDP), an AI-powered technology that reads documents and extracts meaning, has quickly become the advanced successor to traditional document extraction tools such as optical character recognition (OCR). Expectations for IDP are high: the global intelligent document processing market was valued at just under $8 billion last year and is projected to reach around $67 billion by 2032, reflecting a robust compound annual growth rate of 30.1%.
The End of IT-Dependent CCM
Enterprise software has aimed to remove friction, reduce reliance on technical resources and put more control in the hands of the teams who understand the task at hand. In the 1980s and 1990s, command-line applications gave way to point-and-click graphical interfaces. The 2000s ushered in web-based systems that connected teams across locations, enabling broader access to tools once limited to IT.
Three ways servicers can move the needle on borrower experience
Low borrower satisfaction carries significant business consequences for mortgage servicers. Dissatisfied or confused borrowers are more likely to complain to regulators, generate costly call center volume and lengthen loss-mitigation processes. J.D. Power’s 2025 U.S. Mortgage Servicer Satisfaction Study reveals a widening gap in borrower satisfaction between origination and servicing experiences.
AI is Shaping the Future of Translation of Customer Communications
Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the last 40 years, with more than 67.8 million people now speaking a language other than English at home. This includes significant growth in populations speaking Spanish, Mandarin, Vietnamese, Korean, Hindi and Tagalog.
Why AI Is the Key to Breaking Down CCM Modernization Barriers
For many large, regulated organizations, customer communications management (CCM) systems have quietly become one of the most expensive and limiting parts of the technology stack. According to Aspire, 39% of enterprises now cite costly system maintenance as their top CCM challenge. These legacy environments demand constant IT support, siphoning resources and forcing technical teams to focus on template edits and system upgrades instead of innovative, forward-thinking projects.
Centralizing Control of Customer Communications Drives Consistent Experiences Across Channels
Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent positive interactions to build, and only one or two poor experiences to undo. The most successful organizations recognize that to build loyalty and maximize customer lifetime value, they must deliver a cohesive brand experience and a consistent standard of quality across every touchpoint, across all channels and at every stage of the customer lifecycle.
Modernizing Medicare Advantage Translations: How AI Streamlines Compliance for Health Payers
Patrick Kehoe, Executive Vice President of Product Management, Messagepoint, Inc. For healthcare payers offering Medicare Advantage and Dual Special Needs Plans (D-SNPs), the translation of member-facing materials is a costly, complex and high-stakes process. Translation requirements place an enormous burden on payers and, yet, it is critical for a positive member experience and accessibility in the U.S., where nearly 68 million people speak a language other than English at home.
How to Meet the DOJ’s AI Translation Mandate with Speed, Accuracy, and Control
On July 14, the Department of Justice (DOJ) issued a memo calling on federal agencies to adopt artificial intelligence and machine translation to improve the efficiency of multilingual government communications. Framed as part of a broader effort to implement a March 2025 executive order declaring English the official language of the United States, the DOJ memo sets a clear mandate for how government agencies are expected to approach translation work moving forward.
Using GenAI to Write Clearer Government Communications
Unfortunately, these communications are often anything but clear. Usually drafted by highly educated subject matter experts and edited by government legal teams, they are often written well above the average resident's reading level of sixth grade or below, making them difficult for many to understand.
Shift Your Focus Beyond Omnichannel
For years, omnichannel communications have been designed around customer preferences across the journey and have been positioned as a strategic advantage by vendors and print service providers (PSPs). Today, they are simply expected. Customers now engage with brands through print, email, web portals, mobile apps and text, and they expect those channels to work together. But simply reaching customers across multiple channels is no longer enough to stand out.
Machine learning in Alzheimer’s disease genetics - Nature Communications
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Abstract Traditional statistical approaches have advanced our understanding of the genetics of complex diseases, yet are limited to linear additive models. Here we applied machine learning (ML) to genome-wide data from 41,686 individuals in the largest European consortium on Alzheimer’s disease (AD) to investigate the effectiveness of various ML algorithms in replicating known findings, discovering novel loci, and predicting individuals at risk.
By Matthew Bracher-Smith, Céline Bellenguez, Peter A Holmans, Betty M. Tijms, Marc Hulsman, Itziar de Rojas, Rafael Campos-Martin, Fahri Küçükali, Oliver Peters, Anja Schneider, Martin Dichgans, Dan Rujescu, Norbert Scherbaum, Steffi G. Riedel-Heller, Lucrezia Hausner, Laura Molina-Porcel, Jens Wiltfang, Stefanie Heilmann-Heimbach, Susanne Moebus, Oriol Dols-Icardo, Fermín Moreno, Jordi Pérez-Tur, Maria Bullido, Victoria Alvarez, Mercè Boada, Pablo García-González, Raquel Puerta, Pablo Mir, Luis M. Real, Jose María García-Alberca, Eloy Rodriguez-Rodriguez, Hilkka Soininen, Sami Heikkinen, Jakub Hort, Jesper Qvist Thomassen, Henne Holstege, Philip Scheltens, Vilmantas Giedraitis, Julie Williams, Philippe Amouyel, Anne Boland, Gaël Nicolas, Carole Dufouil, Florence Pasquier, Stéphanie Debette, Edna Grünblatt, Roberta Ghidoni, Daniela Galimberti, Beatrice Arosio, Patrizia Mecocci, Vincenzo Solfrizzi, Lucilla Parnetti, Alessio Squassina, Michael Wagner, Benedetta Nacmias, Fabrizio Piras, Giacomina Rossi, Patrick Kehoe, Kristel Sleegers, Martin Ingelsson, Rebecca Sims, Ole A. Andreassen, Agustín Ruiz, Alfredo M. Ramirez, Alfredo Ramírez, Ruth Frikke-Schmidt, Najaf Amin, Gennady V Roshchupkin, Jean-Charles Lambert, Kristel Van Steen, Cornelia van Duijn, Tsolaki Magda
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Nature
Verified
Machine learning in Alzheimer’s disease genetics
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Scientists just discovered a secret code hidden in your DNA What scientists once dismissed as “junk” DNA may actually be some of the most powerful code in our genome. A new international study reveals that …
By Matthew Bracher-Smith, Federico Melograna, Brittany S. Ulm, Céline Bellenguez, Benjamin Grenier-Boley, Diane Duroux, Peter A Holmans, Betty M. Tijms, Marc Hulsman, Itziar de Rojas, Rafael Campos-Martin, Fahri Küçükali, Oliver Peters, Anja Schneider, Martin Dichgans, Dan Rujescu, Norbert Scherbaum, Jürgen Deckert, Steffi G. Riedel-Heller, Lucrezia Hausner, Laura Molina-Porcel, Emrah Düzel, Timo Grimmer, Jens Wiltfang, Stefanie Heilmann-Heimbach, Susanne Moebus, Thomas Tegos, Nikolaos Scarmeas, Oriol Dols-Icardo, Fermín Moreno, Jordi Pérez-Tur, Maria Bullido, Raquel Sánchez-Valle, Victoria Alvarez, Mercè Boada, Pablo García-González, Raquel Puerta, Pablo Mir, Luis M. Real, Gerard Piñol-Ripoll, Jose María García-Alberca, Eloy Rodriguez-Rodriguez, Hilkka Soininen, Sami Heikkinen, Alexandre de Mendonça, Latchezar Traykov, Jakub Hort, Martin Vyhnálek, Nicolai Sandau, Jesper Qvist Thomassen, Henne Holstege, Inez H.G.B. Ramakers, Frans R Verhey, Philip Scheltens, Caroline Graff, Goran Papenberg, Vilmantas Giedraitis, Julie Williams, Philippe Amouyel, Anne Boland, Jean-Francois Deleuze, Gaël Nicolas, Carole Dufouil, Florence Pasquier, Olivier Hanon, Stéphanie Debette, Edna Grünblatt, Julius Popp, Roberta Ghidoni, Daniela Galimberti, Beatrice Arosio, Patrizia Mecocci, Vincenzo Solfrizzi, Lucilla Parnetti, Alessio Squassina, Lucio Tremolizzo, Barbara Borroni, Michael Wagner, Benedetta Nacmias, Davide Seripa, Innocenzo Rainero, Antonio Daniele, Fabrizio Piras, Giacomina Rossi, Frank Jessen, Patrick Kehoe, Tsolaki Magda, Pascual Sanchez-Juan, Kristel Sleegers, Martin Ingelsson, Mikko Hiltunen, Rebecca Sims, Ole A. Andreassen, Agustín Ruiz, Alfredo M. Ramirez, Alfredo Ramírez, Ruth Frikke-Schmidt, Najaf Amin, Gennady V Roshchupkin, Jean-Charles Lambert, Kristel Van Steen, Cornelia van Duijn, Valentina Escott-Price, Alejo J. Nevado, Atahualpa Castillo, Shima Mehrabian, John van Swieten, Marco Spallazzi, Carlo Masullo
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Central Control of Customer Communications Drives Consistent Experiences Across Channels
Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent positive interactions to build, and only one or two poor experiences to undo. The most successful organizations recognize that to build loyalty and maximize customer lifetime value, they must deliver a cohesive brand experience and a consistent standard of quality across every touchpoint, across all channels and at every stage of the customer lifecycle.
Transferability of European-derived Alzheimer’s disease polygenic risk scores across multiancestry populations - Nature Genetics
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Abstract A polygenic score (PGS) for Alzheimer’s disease (AD) was derived recently from data on genome-wide significant loci in European ancestry populations. We applied this PGS to populations in 17 European countries and observed a consistent association with the AD risk, age at onset and cerebrospinal fluid levels of AD biomarkers, independently of apolipoprotein E locus (APOE). This PGS was also associated with the AD risk in many other populations of diverse ancestries.
By Aude Nicolas, Richard Sherva, Yoontae Kim, Masataka Kikuchi, Itziar de Rojas, Maria Carolina Dalmasso, Xiaopu Zhou, Yann Le Guen, Maëlenn Guerchet, Céline Bellenguez, Fahri Küçükali, Claudia L. Satizabal, Bernard Fongang, Qiong Yang, Oliver Peters, Anja Schneider, Martin Dichgans, Dan Rujescu, Norbert Scherbaum, Steffi G. Riedel-Heller, Lucrezia Hausner, Laura Molina-Porcel, Jens Wiltfang, Stefanie Heilmann-Heimbach, Susanne Moebus, Oriol Dols-Icardo, Fermín Moreno, Jordi Pérez-Tur, Maria Bullido, Victoria Alvarez, Han Cao, Nancy Y. Ip, Natividad Olivar, Carolina Muchnik, Mercè Boada, Pablo García-González, Raquel Puerta, Pablo Mir, Luis M. Real, Jose María García-Alberca, Eloy Rodriguez-Rodriguez, Hilkka Soininen, Sami Heikkinen, Jakub Hort, Jesper Qvist Thomassen, Henne Holstege, Harro Seelaar, Philip Scheltens, Maria F. Mahecha, Vera Fominykh, Geir Selbæk, Vilmantas Giedraitis, Anne Boland, Teresa Juárez-Cedillo, Lindsay A Farrer, Ellen M. Wijsman, Richard Mayeux, Margaret A. Pericak-Vance, Alison Goate, Badri Vardarajan, Yuk Yee Leung, Clifton L. Dalgard, Gaël Nicolas, David Wallon, Carole Dufouil, Stéphanie Debette, Edna Grünblatt, Bárbara Angel, Sergio Gloger, Paulina Orellana, Christian González-Billault, Cecilia Albala, Perminder S Sachdev, Karen A. Mather, Richard L Hauger, Victoria Merritt, Roberta Ghidoni, Daniela Galimberti, Beatrice Arosio, Patrizia Mecocci, Vincenzo Solfrizzi, Lucilla Parnetti, Alessio Squassina, Benedetta Nacmias, Jenifer S. Yokoyama, Akinori Miyashita, Norikazu Hara, Kouichi Ozaki, Julie Williams, Philippe Amouyel, Andy Saykin, Patrick Kehoe, Cornelia van Duijn, Ruth Frikke-Schmidt, Magda Tsolaki, Tenielle Porter, Simon Laws, Kristel Sleegers, Martin Ingelsson, Sudha Seshadri, Giacomina Rossi, Rebecca Sims, Ole A. Andreassen, Carlos Cruchaga, Valentina Escott-Price, Agustín Ruiz, Kun Ho Lee, Takeshi Ikeuchi, Alfredo M. Ramirez, Alfredo Ramírez, Mark W. Logue
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Nature
Verified
Data Privacy & Sovereignty
The rapid expansion of artificial intelligence (AI) has ushered in an era of unprecedented data collection, processing and utilization. While this has propelled innovation, efficiency and convenience, it has also ignited serious concerns about data privacy, sovereignty and control. As organizations and governments grapple with these challenges, consumers are demanding greater transparency, protection and autonomy over their personal information.
Using AI to optimize sentiment in regulated member communications
Credit unions, like other financial services organizations, are known for sending complex communications to members. Critical communications are often filled with legalese, regulatory language and industry jargon, making it challenging for members to clearly understand their situation and what their options are. Complex, hard to understand language, however, leads to unintended frustration.
The Macroeconomic Dynamics of Labor Market Policies
Skip to main content Kehoe and Pastorino thank the NSF for financial support.
Meeting Today’s Change Management Demands
Document management teams have been dealing with the same change management issues for close to two decades. Changes to documents and customer communications are frequently required to accommodate regulatory changes, new promotional offers and product changes. Big or small, these changes are incredibly costly and time consuming to implement, hampering agility and efficiency of marketing and customer management teams.
Resilience in Action: The Intersection of AI, Digital Fraud and Cyber Defenses
AI isn’t just advancing industries; it’s redefining the cybersecurity battleground. While businesses embrace AI for innovation, cybercriminals are weaponizing it to launch more complex, large-scale attacks. These aren’t distant threats—they’re happening now.
Patrick Kehoe
AI-resistant solutions to defend against AI-powered fraud AI isn’t just advancing industries; it’s redefining the cybersecurity battleground. While businesses embrace AI for innovation, cybercriminals are weaponizing it to launch more complex, large-scale attacks. These aren’t distant threats—they’re happening now. Bad actors have been early AI adopters for adversarial purposes, pushing ... Read More
LLM Platform Abuse
A New Threat Vector Emerges Consider this perspective: You're adept at navigating the rapidly evolving threat landscape, because you’re experienced. Your company stands as one of the most targeted enterprises by bad actors globally, and that means you’ve just about seen it all. Accustomed to the pace, variety and unpredictability of digital attacks, you maintain confidence in your robust security stack, strategy and world-class team. But what happens when a novel threat vector emerges?
Solving the Problem of Translation with AI in a Supporting Role
// (Image credit: AbsolutVision/Pixabay.) Over time, the insurance landscape has evolved to accommodate a diverse array of consumers, each with unique needs and preferences. Today, 67.8 million people living in the United States speak a language other than English at home; and over 25 million are considered to have limited English proficiency (LEP)—defined as individuals who do not speak English as their primary language and who have a limited ability to read, speak, write or understand English.
The Plain Language Imperative: Leveraging Generative AI for Life Insurance Customer Communications
// (Image credit: Steinar Engeland/Unsplash.) To the general consumer, life insurance is a complex topic. Adding to the challenge, customer communications throughout the policyholder lifecycle tend to be filled with industry jargon that can easily confuse consumers looking to purchase a new policy and those trying to understand the details and coverage of their existing policy.
Going Headless: A More Agile Approach to CCM
It’s no secret that digital channels have become foundational to the delivery of customer communications, with customers increasingly indicating mobile apps, SMS, email and other digital delivery methods as their preferred channels of contact. This evolution in the CCM space extends from changes that began in the earliest stages of the COVID-19 pandemic when a growing need for virtual customer service spurred mass digital transformation across nearly every industry.
The Impact of AI-Powered Content Management
In the current business landscape, those who create and manage customer communications are faced with a unique set of challenges. On top of delivering important information in a way that reflects your brand, you are also tasked with meeting the growing customer demand for highly personalized digital communications that connect with customers on an individual level.
Making Your Digital Vision a Reality
Ask a twentysomething if they pay all their bills online and they’ll respond: Is there another way to pay? For a typical 25-year-old, the digital world and real world are intertwined. Born between 1997 to 2012, the newest consumer group of Gen Z are true digital natives — weaned on the Internet, steeped in swipe-and-buy experiences and accustomed to one-day deliveries.
Closing The Cyber Marketing Gap with Investors
Positioning security as a stakeholder value proposition By Patrick Kehoe, Chief Marketing Officer at Coalfire With breaches and shutdowns making daily headlines, no one wants to do business anymore with companies that can’t assure buyers that they’re on top of their security programs from supply chain to point of sale. As a result, cyber risk exposure has become a dominant factor in customer purchasing decisions.
A Next-Generation Approach
Whether we like it or not, we live in an omnichannel world. What is good about that, is it provides broader opportunities for communications to conveniently reach customers. In theory, this sounds great. In practice, it creates a lot of operational overhead supporting multiple channels and honoring customer delivery preferences, while trying to deliver a consistent level of relevant personalization and consistency. In addition, customers want more personalization than ever before.
Digital Experience Is the Way of the Future
The push to digital experiences will continue to grow as digital-savvy consumers demand that communications, invoices and, in general, customer service be available to them via their phones. That brings up concerns for any business with incohesive platforms. How can we meet the demands of today’s digital consumer with the tools we have? How can we drive consistent experiences across channels when different systems offer different personalization options?
Author Correction: Common variants in Alzheimer’s disease and risk stratification by polygenic risk scores - Nature Communications
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Author notes These authors contributed equally: Itziar de Rojas, Sonia Moreno-Grau, Niccolo Tesi, Benjamin Grenier-Boley, Victor Andrade, Iris E. Jansen. These authors jointly supervised this work: Jordi Clarimón, Mercè Boada, Wiesje M. van der Flier, Alfredo Ramirez, Jean-Charles Lambert, Sven J. van der Lee, Agustín Ruiz.
By Itziar de Rojas, Najada Stringa, Anna Zettergren, Rebecca Sims, Céline Bellenguez, Miguel Calero, Monica Diez-Fairen, Carmen Lage, Pablo García-González, Alba Pérez-Cordón, Alberto Benussi, Alessio Squassina, Ana Pastor Verified, Arvid Rongve, Benedetta Nacmias, Børge G Nordestgaard, Chandra A Reynolds, Christine Van Broeckhoven, Christopher Clark, Claudia Pisanu, Claudia L. Satizabal, Dag Aarsland, Daniel Alcolea, Daniela Galimberti, David Wallon, Edna Grünblatt, Fahri Küçükali, Florence Pasquier, Gaël Nicolas, Geir Selbæk, Henrik Zetterberg, Hilkka Soininen, Ignacio J. Álvarez, Ingvild Saltvedt, Jean-Sébastien Vidal, Johannes Kornhuber, Jonathan Haines, Juan Pineda, Kevin Morgan, Kristel Sleegers, Lindsay A Farrer, M. Arfan Ikram, Magda Tsolaki, Margaret A. Pericak-Vance, Martin Dichgans, Michael Ewers, Michael Wagner, Olivier Quenez, Paola Bossù, Peter A Holmans, Qiong Yang, Sara Hägg, Srdjan Djurovic, Valentina Escott-Price, Vilmantas Giedraitis, Xueqiu Jian, Patrick Kehoe, Pascual Sanchez-Juan, Maria Bullido, Alberto Lleó, Miguel Medina, Henne Holstege, Maria Saez, Philippe Amouyel, Julie Williams, Sudha Seshadri, Karen A. Mather, Kaj Blennow, Ole A. Andreassen, Mercè Boada, Alfredo Ramirez, Alfredo Ramírez, Jean-Charles Lambert, Rick M. Tankard, Laura Cervera-Carles, Manuel Menéndez-González, Angel Martín Montes, Annakaisa Haapasalo, Eloy Rodriguez-Rodriguez, Jasper Van Dongen, Jonathan Vogelgsang, Valentina Bessi, Jordi Pérez-Tur, Jose María García-Alberca, Luis M. Real
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Nature
Verified
Making the Most of a Security Breach
Share As they say, what doesn’t kill you makes you stronger. Even though a security breach can now actually kill your company, cyber-savvy marketers can turn exploits into opportunities that elevate brand trust and strengthen your company’s security posture. Seems counterintuitive – after all, shouldn’t we just try to avoid cyberattacks altogether? That would be great, but this expectation is now old school.
Changing the Approach to Customer Communications
July 22 2022 09:44 AM While communication is paramount, it is even more important to serve up communications and information in ways that consumers demand them In a previous article, I made the case for changing how we create and manage customer communications. It is impossible to witness the changes in business over the past few years without recognizing the need for a communications strategy that reaches beyond the document-centric one we know.
It’s Time to Say Goodbye…
For all the changes we have had to make recently, I am suggesting one more. It is time to change how we create and manage customer communications. Seriously, it is time. There is an entire generation of people growing up now who will experience most of their purchasing, contracting and engagements with brands and with the world digitally. They are not confined to the mental constructs of the traditional printed document.
Safety and efficacy of losartan for the reduction of brain atrophy in clinically diagnosed Alzheimer's disease (the RADAR trial): a double-blind, randomised, placebo-controlled, phase 2 trial
Summary Background Drugs modifying angiotensin II signalling could reduce Alzheimer's disease pathology, thus decreasing the rate of disease progression. We investigated whether the angiotensin II receptor antagonist losartan, compared with placebo, could reduce brain volume loss, as a measure of disease progression, in clinically diagnosed mild-to-moderate Alzheimer's disease.
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