Healthcare Customer Experience (ep 30)

How are companies using AI to improve the healthcare journey for consumers? And how will things evolve at the limit, where wearable technology integrates with electronic medical records and medical agentic AI analyzes everything on the fly to issue recommendations and improve outcomes? In other words, what are the implications of everyone becoming equipped with their own superhuman medical agent? Seen one way, a superhuman medical agent is what League is aiming to develop. Founded in 2014 in Toronto, League operates an AI-powered healthcare platform for insurance companies and other payers or providers. The platform allows users to manage health benefits as well as their own healthcare. As of early 2026, the company has more than 60 million contracted users and more than a billion consumer interactions annually. Customers include Highmark Health, Manulife, Shoppers Drug Mart, and Medibank. Last year, League gave 100 million healthcare recommendations, of which people clicked through or followed through about 65% of the time.   In this episode, the Derby Mill team explores where League’s technology might go at the limit with League founder and CEO Mike Serbinis, who aims to expand the company’s capabilities to create a 24/7 infinite care platform—basically, an all-knowing doctor who knows as much as possible about you, your healthcare data, and the science of medicine. It’s a fascinating conversation that sees Sendhil observing how little the medical profession currently knows about optimizing health, or patients themselves, and Ajay challenging Rich to decide whether superhuman AI doctors would be better than having a doctor as a spouse today. (Rich says yes.)   More on our guest: A serial entrepreneur, Michael Serbinis has also founded and run Kobo, the digital reading company, cloud storage pioneer, DocSpace, and Critical Path, a messaging service. Serbinis is chair of the board for the Perimeter Institute and on the board at the Vector Institute for Artificial Intelligence. He sits on Canada's AI Strategy Task Force.HOSTS AND PANELLISTSMike Serbinis, founder and CEO, LeagueAjay Agrawal, co-founder and partner, Intrepid Growth PartnersRichard Sutton, senior advisor, Intrepid Growth Partners, 2024 Turing Award recipient, pioneer of reinforcement learning and professor, University of AlbertaSendhil Mullainathan, senior advisor, Intrepid Growth Partners, MacArthur Genius grant recipient and professor, MITNiamh Gavin, senior advisor, Intrepid Growth Partners, Applied AI scientist and CEO, Emergent PlatformsSuzanne Gildert, CEO, Nirvanic Consciousness Technologies, quantum physicist, co-founder of Sanctuary AI and KindredLINKS    League website. League explainer videoSubscribe to The Derby Mill Series at our Substack (main site) or on YouTube, Spotify or Apple Podcasts Derby Mill is created by the team at Intrepid Growth Partners and produced by Ghost Bureau. DISCUSSION POINTS00:00 Cold open00:38 Introductions01:19 League explainer01:55 Serbinis explains League05:28 League’s AI today08:09 More AI: Content recommendations12:00 League’s data inputs13:55 AB testing19:10 Healthcare archetypes22:15 Max health v. max engagement25:30 Business model27:00 At the limit: Rich 29:00 Married to a doctor29:42 At the limit: Sendhil31:10 Healthcare becomes you33:37 ROI is huge38:06 Suzanne: Robot paramedics42:53 Serbinis responds46:20 Infinite care team49:16 Sendhil’s wrap upDISCLAIMERThe content of this podcast is for informational and educational purposes only and should not be construed as marketing, solicitation, or an offer to buy or sell any securities or investments. The opinions expressed in this video are those of the participants and do not necessarily reflect the views of Intrepid Growth Partners or its affiliates. Any discussion of specific companies, technologies, or industries is for illustrative purposes and does not constitute investment advice. Viewers are encouraged to consult with their own financial, legal, and tax advisors before making any investment decisions. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit insights.intrepidgp.com