Dec 8, 2021
TP253 – Operations Impact on Experience
Reed Smith and Chris Boyer discuss the importance of developing a customer service operation and how this approach is helping healthcare organizations improve the patient experience. They are joined by Chris Wickersham of CereCore, who shares his perspective on how digital can be used to understand the needs of customers throughout the health system.
Jun 30, 2021
TP230 – Getting Personal about Personalization
Chris Boyer and Reed Smith discuss the future of healthcare personalization - both for clinical care solutions as well as digital marketing. They are joined by John Berndt, CEO of TBG, who shares his perspective on how best to personalize experiences for the modern healthcare consumer and the tools and strategies every health system should adopt as they build their personalization practice.
Jun 11, 2021
The TPS5 – Week of June 11, 2021
Welcome to the TPS5 for the week of June 11, 2021. This week: Five ways health systems can respond to US consumers, Apple’s new features allow you to share data with doctors, why NPS shouldn’t measure customer experience and how to propel telehealth quality.
Mar 31, 2021
TP217 – Meeting the New Digital Consumer’s Expectations
In this episode, hosts Reed Smith and Chris Boyer discuss the elements of a good digital health experience, and are joined by Chris Gervais of Kyruus who shares how patient access solutions are evolving as we move to the post-pandemic normal.
Feb 12, 2021
The TPS5 – Week of Feb 12, 2021
Welcome to the TPS5 for the week of Feb 12, 2021. This week: Selling wellness, why it’s hard to be a data-driven company, allowing disruption in healthcare and the importance of customer experience.
Feb 12, 2020
TP158 – User Centricity in Healthcare Design
Understanding our customers is an important part of health system strategies. In the development of these plans, the...
Feb 5, 2020
TP157 – The Pursuit of Price Transparency in Healthcare
As health systems embrace customer-first strategies and consumerism, one aspect of many of these strategies is notable absent:...
Jan 29, 2020
TP156 – Demystifying the Difference between Accessibility and Usability
Digital professionals in health systems are aware of the importance of accessibility and usability, but often the two...
Jan 22, 2020
TP155 – Digital Signage and the Patient Experience
For health systems, digital signage can be an important tactic to improve patient, visitor and/or staff’s experiences. However,...
Dec 25, 2019
TP151 – Creativity and Open-Mind Thinking: a Path to Innovation
As the role of digital in health systems is evolving, we are becoming less focused on digital tactics...
Dec 11, 2019
TP149 – Using Empathy to Humanize Your Efforts
The use of empathy to understand your customers and users is not foreign to healthcare professionals, but (as...
Nov 6, 2019
TP144 – Live from #HCIC19 (a Discussion on Digital Transformation)
Recorded in Orlando, Florida at the 23rd Annual Healthcare Internet Conference, hosts Reed Smith and Chris Boyer discuss...