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.

In this episode of the Crux Points podcast, we’re talking about disruption theory. It’s an interesting topic, as many believe that healthcare is being disrupted on many fronts – through retail-based clinics, telehealth and wearables just to name a few. And the “father” of disruption theory is Clayton Christensen, the Harvard professor who wrote the groundbreaking book The Innovators Dilemma in 1997. And one of his follow ups, The Innovators Prescription – A Disruptive Solution for Healthcare is required reading at many healthcare organizations.

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.