Oct 7, 2020

Hosts Chris Boyer and Reed Smith discuss the common ways hospital systems attempt to measure Voice of Customer (VoC), including Net Promoter Score (NPS), Customer Satisfaction metrics (including Press Gainey and NRC data), and Consumer Effort Scores (CES). They are joined by Dan Reilly, Senior Vice President at SMS Research Advisors, who share how he works with health systems in understanding the effective ways to use NPS to understand their market. 

Sep 30, 2020

Hosts Chris Boyer and Reed Smith are joined by Isaac Squyres, partner at Jarrard Inc. to discuss their most recent National Coronavirus Online Survey, including implications and opportunities for health systems to communicate effectively about the coronavirus vaccine, leverage trust and engage their employees.

Sep 23, 2020

Hosts Chris Boyer and Reed Smith share  how consumer online shopping patterns have shifted, how recent legislation is driving health systems to “free health data” for their patients, and they are joined by expert Dr. Tashfeen Ekram or Luma Health who share his approach to helping physicians and systems ensure there is “no patient left behind.”

Sep 16, 2020

In this episode, hosts Reed Smith and Chris Boyer discuss how digital mental health solutions can have a significant impact on addressing this secondary crisis. They are joined by Alexandra Drane, CEO and Co-founder of Rebel Health/ARCHANGELS who share the results of a recent CDC study that sheds new light on the mental health crisis is tightly linked to coronavirus pandemic

Sep 9, 2020

Chris Boyer and Reed Smith discuss the elements organizations need to launch innovation projects, and are joined by Shelli Pavone, CEO and Co-founder of Inlightened, who shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative experts. 

Sep 2, 2020

In this episode, hosts Chris Boyer and Reed Smith discuss the importance of omnichannel marketing (and how it differs from multi-channel marketing) and the “omnichannel patient.” They are joined by author and tech expert, Amber Mac, who shares four trends that are influencing the engaged consumer.  

Aug 26, 2020

Artificial Intelligence in healthcare often is seen as either a future-state innovation of a technology with an over-stated impact. In this episode, hosts Chris Boyer and Reed Smith attempt to break down the “hype." They are joined by Michael Wollmering, consultant at Inspire 11, who shares how he’s helped organizations build an AI Center of Excellence and the readiness of the healthcare industry to embrace this important technology. 

Aug 19, 2020

In this episode, hosts Reed Smith and Chris Boyer talk through how the current state of the industry is shifting the healthcare consumer, and how these shifts may run in conflict with the retail movement. They are joined by expert James A. Gardner, who shares his experience understanding the impacts retail healthcare is having on health systems across the country