2 – Online Technology

Loyalty in healthcare and empathy for all

August 26th 2021

Over the last few months I’ve been working with our healthcare team to help clients think about customer loyalty, trust, and the ways brands earn this and measure their progress. This is likely the start of a few posts to our work on this.

Rutgers Customer-Centered Management mini-MBA now to run in October and February

July 18th 2021

Each year the line-up of talented customer-centric leaders who teach the Rutgers mini-MBA and Customer-Centric Management just gets better. There are nine of us this year – making it more like a conference than a class.

Get rich quick? NFTs build a business on bragging rights for COVID-euphoric investors

March 24th 2021

If you’re scratching your head about the digital tokens (NFTs) that are being used to buy $33,000 tennis shoes and 60 million dollar digital art pieces you’re not alone. Here is a quick take on what they are, where they can go wrong, and what this says about life on the road to pandemic recovery.

Why This Week’s Roblox IPO Should Be of Interest, Even to Non-Gamers

March 8th 2021

Roblox should be on your radar as a force in culture, creativity, and consumerism. Its direct listing IPO, scheduled for Wednesday, shows how highly relevant companies don’t need a flood of promotional dollars to position themselves as valuable brands.

Hospital content teams innovate as COVID-19 continues to change everything

July 30th 2020

As COVID-19 enters its sixth month, health systems are building out richer sets of content. PK’s Director of Content Strategy and I share innovations we’re seeing at four leading hospital systems, in another of our monthly video fly-overs.

Healthcare Marketing and the power brand stories

July 10th 2020

I am on Jeopardy, baby! Okay, its fake Jeopardy, and it’s really a casual fun discussion on why story marketing is so powerful in healthcare marketing. Come watch a video of Derek Phillips discussing story marketing with me late on a recent Friday afternoon.

Connecting healthcare marketing experiences after COVID19

May 19th 2020

If you love at-scale healthcare marketing, content strategy, and the idea of making life after COVID19 more innovative and productive — then you’ll want to join me with Derek Phillips and Jeff Cram from PK on next week’s eHealthcare Strategy webinar.

Dr. Roy Schoenberg, CEO of Amwell: 2020 is the year telehealth will mobilize healthcare

May 3rd 2020

Have you heard The Pioneer Institute’s new podcast Hubwonk? Their interview with Dr. Roy Schoenberg provides an insider’s view on the explosive adoption of telehealth over the last two months, and policy and service design opportunities to make it an important dimension of care.

AI Chatbots Join the Frontline of COVID-19 Triage: Conversational Interfaces Speed Care

April 11th 2020

With each day, more health systems are deploying these conversational interfaces, turning the CDC’s COVID-19 guidelines into interactive experiences that help provide a desperately needed buffer between the sick and frontline hospital workers.

Human factors make voice interfaces digital healthcare’s next big shift

March 30th 2020

Voice interfaces are beginning to take their place in healthcare, offering continuous, easier engagement for providers and patients. These human factors frame this channel’s unique benefits and requirements.