Kristin Haluch, Head of Customer Success & Operations at Bold, has been a healthcare innovator throughout her career, holding positions at startups and large organizations like Optum. Cast & Hue’s Steve Koch recently had a conversation with to learn more about what she’s learned throughout her career, what attracts her to startups and what she is focused on at her newest role at Bold.

We all recognize it. The pandemic has changed almost every aspect of our lives. Some habits have been dropped while many new routines have been adopted. As we get closer to turning the corner on the pandemic, the question now is how do you design the most appropriate experiences for the post-pandemic consumer?

More and more potential patients are starting their search for healthcare through hospital websites. In fact, for the first time in three years, a larger share of consumers report using a health system website to collect information (43%) than an insurance website (41%). This article, written by Cast & Hue’s Dylan Labadie, dives deeper into what moments initiate the search for a hospital and how to prepare for those moments. Is your front door strategy ready?

What is the key to a positive patient experience in the emergency department? In our experience of engaging with close to four hundred emergency department (ED) patients and generating several journey maps, we have identified three key recurring areas that tend to be ignored or under appreciated from experience leaders. While it is true that an ED experience will be positive with strong communication from doctors and state of the art, comfortable patient rooms, there is still more to be desired. In this article, we dive deeper into what those pain points are as well as questions that may help you get started in solving them.

Both customer experience (CX) and employee experience (EX) serve important, independent roles for a brand. Yet your brand is the sum of the experiences it offers, and if you’re only looking at the customer experience, you’re only looking at half of the brand. How do you impact both CX & EX if you’ve never done both before? Let’s talk about how some are doing this really well, where some go wrong, and how you can make moves or improvements to get started.

We are quickly finding ourselves in the age of the customer. Defined by Forrester as “A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers”, this shift will stress business’ abilities to adapt and stay relevant. Especially in the healthcare field, with new regulations, n ...

Welcome to the latest edition of Cast & Hue’s Five on Friday newsletter. Each Friday, we deliver a quick summary of five items of note associated with the evolving healthcare consumer, strategy and marketing. We hope you find it interesting and useful! Point of View: Meet the New Healthcare Consumer Oliver Wyman Healthcare The industry overall is realizing that the tra ...

Welcome to the latest edition of Cast & Hue’s Five on Friday newsletter. Each Friday, we deliver a quick summary of five items of note associated with the evolving healthcare consumer, strategy and marketing. We hope you find it interesting and useful! Medical Advocates Can Help Guide Patients on Difficult Care Choices Kaiser Health News Even with the best patient expe ...

Welcome to the latest edition of Cast & Hue’s Five on Friday newsletter. Each Friday, we deliver a quick summary of five items of note associated with the evolving healthcare consumer, strategy and marketing. We hope you find it interesting and useful! Using Phones to Connect Children to Healthcare The New York Times Telemedicine continues to grow among the total popul ...

Welcome to the latest edition of Cast & Hue’s Five on Friday newsletter. Each Friday, we deliver a quick summary of five items of note associated with the evolving healthcare consumer, strategy and marketing. We hope you find it interesting and useful! How Hospitals are Becoming Partners with the Patient and Family in their Care Using Technology Hospitals and Health Netwo ...