As we revisit the first episode of the Crux Points podcast, Russ Maloney joins Steve and Margie to discuss how customer and patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions.

Andrew Rainey of Binary Fountain talks about the benefits of using customer ratings and reviews in order to cultivate a better patient experience and support customer engagement in a healthcare world that is increasingly consumer-driven.

In this first episode of the Crux Points podcast, Russ Maloney joins Steve and Margie to discuss how customer and patient journey mapping can play a key role hospital strategy development, create alignment across a hospital’s executive team and provide a unique lens into how patients make their healthcare decisions.

Peter Miller is an administrator within Marketing and Communications at The Cleveland Clinic, where he is responsible for a staff of 150 marketing, media relations and communications professionals. In this episode, Peter shares how the Cleveland Clinic is embracing transformation, how the clinic views competition today – compared to how it did 20 years ago – and how the Clinic managed the huge initiatives around implementing same-day appointments and introducing reviews and ratings to their physician finder.

In this episode of the Crux Points podcast, we hear from an executive with experience leading digital transformation: Andy Gradel of Main Line Health. Listen as Andy shares his thoughts on utilizing empathy during the digital design process, how patient experience can make or break an organization and how to execute personalization without being toopersonal. And, in our Talk Back segment, consumers tell us how they engage with diagnostic services.