As part of our ongoing commitment to understand how aging service providers are approaching technology strategy, adoption, and innovation, LeadingAge CAST and Ziegler Link•age Funds launched the inaugural CTO Hotline survey. The joint initiative pairs the strengths of CAST and Ziegler Link•age Funds, which invest in companies with technology, tech-enabled services, and emerging care delivery models in the post-acute and aging markets.

The survey, released in July 2025, aimed to identify current trends, challenges, and opportunities related to information technology (IT) governance, infrastructure, workforce enablement, and resident experience. It also captured perspectives on emerging tools such as artificial intelligence, automation, and data analytics.

Survey respondents represented a diverse cross-section of not-for-profit senior living and care providers, offering a broad perspective of current industry conditions. More than 100 professionals responded to the survey.

Here are my top three insights:

1. Generative AI Is Gaining Traction, but Adoption Is Still Shallow

More than 60 percent of organizations reported using Microsoft Copilot, and over 35 percent are experimenting with ChatGPT. Nearly a quarter are using both simultaneously. Despite this growing experimentation with large language models (LLMs), almost 80 percent of organizations said artificial intelligence (AI) knowledge is limited to only a few individuals on staff. No organization reported enterprise-wide AI competency.

What It Means

Excitement around AI is high, but capability is not keeping pace. Organizations are dipping their toes in, but very few have the skills or confidence to scale adoption beyond isolated pilots. Targeted training, trusted peer examples, and curated guidance from CAST could help bridge the growing knowledge gap and support more widespread use of LLMs across departments.

2. Three Forces Driving Tech Adoption

When asked to rank the top motivators for investing in new technology, three drivers emerged clearly:

• Operational efficiency (75 percent)
• Improving the quality of care (51 percent)
• Enhancing resident social experiences (32 percent)

These themes confirm that providers are seeking not just better tools, but smarter systems that reduce staff burden, support better outcomes, and enrich day-to-day resident life.

For a Deeper Dive

My recent Tech Time article “Strengthening the Value Proposition: Why Social Engagement Tech Matters” explores that third driver in more detail. The piece shows how a dual-layered strategy, one that improves how communities communicate what’s happening and one that elevates the resident experience once engaged, is essential for lasting success.

3. Data Governance Is a Missing Link for Realizing Long-term Value

The survey found that only 33 percent of organizations have a formal data governance structure with defined teams and documented policies. Another 31 percent have informal or ad hoc efforts, and 28 percent are still developing a framework. Alarmingly, 9 percent have no data governance program at all and no plans to start one.

These results echo themes from the recent CAST session at the LeadingAge Leadership Summit titled Data Analytics Use and Impact: Insights from the Front Lines, where panelists emphasized that governance, culture, and infrastructure are essential to make data actionable. Their message: Data tools alone don’t drive value. Leadership, policies, and cross-functional alignment do.

What It Means

As more organizations adopt analytics and AI tools, they need the governance infrastructure to use these tools responsibly and effectively. That includes setting data standards, defining ownership, and ensuring insights are trusted and used at every level–from frontline staff to the boardroom.

What’s Next

CAST will use these findings to shape upcoming network meetings, education sessions, new tools, and thought leadership. We encourage members to share how they are advancing AI skills, tech-driven engagement, and governance practices in their own organizations.

Have an insight, story or tool to share? Contact me at scode@leadingage.org to be featured in a future issue of Tech Time.