Nov 2, 2022

Reed Smith and Chris Boyer discuss the new digital consumer and the challenges their expectations have on health systems. Rob Klein from Klein & Partners joins to share the latest insights from the 2022 Consumer Insights Study his organization recently published. 

Oct 26, 2022

Chris Boyer and Reed Smith discuss the role of technology in the overall “patient engagement system” and how CRM and Marketing Automation are very different strategies that have a different place in the overall techstack. They are joined by Stephanie Petrazzi of Nuvance Health who shares how she works within her organization to bridge gaps in the adoption of CRM. 

Oct 19, 2022

Hosts Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.

Oct 12, 2022

Reed Smith and Chris Boyer celebrate their 300th recording by looking back over the nearly six years of weekly podcasts and reflect on how the role of digital and experience has evolved in hospitals and health systems. They share their top 3 episodes, and look forward to the top 3 things they each feel are going to have the most impact on our industry.

Oct 5, 2022

Reed Smith and Chris Boyer discuss the challenge of physician burnout, and how this factor can shift their expectations of being involved in an organization’s marketing and outreach efforts. Jean Hitchcock shares her insights on the best ways to engage with your provider audience, educate them on the market challenges and use data and PRM to ensure your efforts are impactful to your health system. 

Sep 28, 2022

Chris Boyer and Reed Smith have “the conversation” about AI - and how the last decade (the so-called “Golden Decade of AI”) has radically advanced the capabilities of artificial intelligence and machine learning in all aspects of life and industry. After outlining some of the significant accomplishments of AI, they then discuss the challenges of AI adoption in healthcare and some of the profound ways it will impact the future of healthcare. 

Sep 21, 2022

Reed Smith and Chris Boyer share the results of this study, broken out by cities and specialties, then share ways in which health systems can begin to better understand overall wait times in an effort to improve their results and begin improving the patient experience. 

Sep 14, 2022

Live from the National Harbor in Maryland, host Reed Smith passes the baton to Chris Boyer, who shares field reporting from the annual Society for Healthcare Strategy and Market Development 2022.