Could healthcare really have its own version of customer reward programs? Peter Yesawich thinks so, and he joins the show to talk about how providers may implement the same techniques as hospitality organizations to enhance the patient experience. Peter and his coauthor Stowe Shoemaker’s new book Hospitable Healthcare examines 22 service touchpoints that are common…

Ed Marx joins Jared for a candid look back at his career, including how he knew the time was right to make his latest move as CEO of Marx Advisory — for the second time.  Ed is a role model for every healthcare leader who wants to make an impact.   This show is produced by Shift…

Dr. Justin Norden, adjunct professor at Stanford Medicine and a partner at GSR Ventures, recently put out the first-ever collaborate state of healthcare generative AI report, and he helps us understand what’s possible from this emerging tech class to help consumers in their health journeys.  All that, plus the Flava of the Week about Amazon’s…

Jean Hitchcock joins Jared for a candid look back at her career, including some unexpected detours that have ended up being important new directions. Earlier in her career, Jean had to leave a job that she enjoyed when she was asked to do something that she knew was wrong. Her insights on careers and leadership…

Executive recruiter Kelly Gill returns to discuss hiring leaders to drive the Consumer Revolution. As organizations work to become more consumer-minded, they are hiring for new positions that can make or break their success. So it’s more important than ever to be equally optimistic and realistic about job descriptions, qualifications, and contributions.  All that, plus…

Kinetic is a Healthcare Rap Bonus Series about careers and leadership in healthcare marketing and related fields including digital, strategy, and consumerism. The modern world of work is constantly moving, so in this series, we bring you musings on careers and leadership from well-known friends. Our goal is to highlight the journeys that some of…

Jared welcomes Jeremy Rogers, Executive Director of Digital Marketing and Experience at Indiana University Health. Jeremy describes what it takes to evangelize for consumer transformation and highlights ways that he sees hospitals innovating in their marketing.  All that, plus the Flava of the Week about Amazon Clinic’s nationwide rollout. What does Amazon’s moves signal to…

Dean Browell joins Jared to discuss the role of digital ethnography in building our “consumer muscles.” Consumer-centered innovation starts by understanding people’s needs and expectations, and Dean explains how effective Voice of the Customer research can guide our efforts.  All that, plus the Flava of the Week about level-setting what we believe about Consumer Transformation….

Executive recruiter David Clark joins us to share keys for approaching staffing. He shares tips for job seekers and traits that make a good healthcare executive in today’s up-and-down environment.  All that, plus the Flava of the Week about AWS HealthScribe, the new clinical documentation service featuring generative AI. In what ways can improving the…