Podcasts about CMS

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training With clients increasingly expecting their agencies to leverage AI, are you waiting for client direction, or leading the way on how to use it? Today's featured guest has a unique vantage point on this shift. He runs a platform that connects clients with credible agencies while helping agencies showcase their expertise, giving him a front-row seat to what clients truly want and what agencies fear about AI. With hundreds of thousands of agencies on his platform, he's seen firsthand that the agencies standing out are the ones leading the AI conversation, not waiting for permission to start it. He'll share why educating your clients on the possibilities of AI is now a competitive advantage and how his company's new verification layer aims to bring trust and clarity to an increasingly crowded agency marketplace. Tim Condon is the Chief Revenue Officer at Clutch, the largest B2B service provider marketplace online, boasting over 300,000 agencies. Tim helps agencies showcase services, collect reviews, and attract qualified buyers. With a front-row seat to the challenges and wins of agencies across industries, Tim sees exactly how the best adapt—and how others risk falling behind. Tim has been on the show before with advice on how agency owners can separate from the pack and position their agencies for success. In this episode, we'll discuss: Is AI coming for your agency? Document your AI processes before it gets expensive. How you should be starting the AI conversation. The power of documented proof. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Is AI Coming for Your Agency? It Depends The elephant in every agency Slack channel: Will AI replace us? Tim sees a spectrum. Some agencies think they're immune (“We only serve local dentists, so we're safe.”), while others are already using AI to transform delivery, productizing what used to be manual labor into scalable SaaS products for other agencies. Most agencies are stuck in the middle - unsure where to begin and afraid to fall behind. Basically, if your clients are tech-savvy DIYers, yes, you're at risk. But 99% of clients aren't like that. They want the results AI brings, but they don't want to build or manage it themselves. Hence, those who adopt AI to streamline delivery and elevate their positioning—not those who ignore it or just dabble, will win. AI Isn't a Threat. It's Your Edge AI is already making agencies faster, leaner, and more profitable if they leverage it correctly: Custom GPTs for marketing, sales training, and operations Automated research and lead qualification Speeding up delivery while maintaining quality Tim shared an example of a San Francisco agency using LLMs to automate internal processes. It wasn't complicated: structured folders, an AI model to search and output organized results. Simple, but powerful. If your agency isn't at least experimenting with AI to remove repetitive manual work, you're falling behind—not because AI will replace you, but because other agencies will outpace you by using AI to do what you do, faster and cheaper. Document Your AI Processes Now (Before It Gets Expensive) AI pricing today is like Uber in the early days: cheap to get you hooked, but it won't last. AI's current affordability is saving agencies the equivalent of multiple salaries annually. Eventually, these tools will increase in price to reflect their true value. What can you do about this? Jason recommends documenting your workflows and data used to train custom GPTs or AI agents now. If pricing spikes or a model goes down, you can pivot to another provider without losing your institutional knowledge. Why Agencies Must Shift from Order-Takers to Advisors Most agencies fail not because they lack skills, but because they act like order-takers. As a clients, it's frustrating for Jason when agencies ask, “What do you want us to do?” instead of showing him what's possible. Remember that as agencies, your purpose is to solve problems for your clients. Clients (dentists, local businesses, even large brands) don't know what's possible with AI. They think it's just a fancy chatbot. If you step up to educate and advise clients on what's possible with AI, you become indispensable. Look to build systems that: Research prospects automatically before calls Automate competitor and market analysis Help clients leverage AI in their workflows Agencies that step into this advisor role, showing clients what's possible and taking accountability for delivering results, become irreplaceable. You're not just executing tasks; you're creating outcomes they can't create alone, and that's where real value lies. Don't Be Another “Nomad Agency.” Be the Real Deal Too many people who failed at running agencies pivot into teaching how to run an agency while living the “digital nomad” lifestyle, without having actually built sustainable businesses. This creates noise and mistrust in the marketplace, making it harder for real agencies to stand out. Most of the time, agency owners are accidental entrepreneurs—people who mastered a skill and were asked to help, not those who started for the lifestyle. If you're listening to this, you're likely the latter. To stand out, you need to showcase not just what you can do but what you've actually done. Your wins, client results, and case studies speak louder than lifestyle photos on Instagram. The Power of Specific, Documented Proof If you want to stand out from the fly-by-night agencies, talk specifics. Others mostly speak in generalities. Instead, credible agencies share specifics. If you can clearly articulate, “Here's the exact problem we solved for a client just like you,” then you instantly separate yourself from the pack. Tools like Clutch help because they use AI to pull themes from your reviews to match buyer intent, but your agency still needs to collect, showcase, and share detailed case studies and client stories. Documentation matters. If you're working with SMBs or mid-market clients, they want to see clear, verified results before investing. When you can present proof, it's hard for low-quality competitors to compete, no matter how flashy their pitch decks look. Start gathering your “receipts” now to future-proof your positioning. Verification Adds Trust in a Crowded Marketplace Tim's company Clutch now offers Clutch Verified as an additional trust layer. They don't just take your word for it; they check your business registration, credit history, and operating longevity to separate real agencies from “gaming-the-system” players. It's a powerful way to signal to potential clients, “We're credible, stable, and vetted.” For clients, it's a good indicator of who you'll be working with and for agencies it becomes a sales asset. When potential clients research you on Clutch, verified agencies are prioritized, giving you an edge over competitors. It's a practical, low-cost step to build trust and signal legitimacy, especially if you're competing for premium clients. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

We dive into the Affordable Care Act enrollment periods and how to help your clients navigate them!   Contact the Agent Survival Guide Podcast! Email us ASGPodcast@Ritterim.com or call 1-717-562-7211 and leave a voicemail.   Resources: ACA Basics - Knight School Training Takeaways From the 2025 Marketplace Integrity and Affordability CMS Final Rule Register with Ritter Insurance Marketing The Complete Guide to Selling Affordable Care Act Insurance Plans FREE eBook Download The Pros and Cons of Selling Insurance What is the Health Insurance Marketplace?   References: “CMS Finalizes Major Rule to Lower Individual Health Insurance Premiums for Americans.” CMS.Gov, Centers for Medicare & Medicaid, 20 June 2025, https://www.cms.gov/newsroom/press-releases/cms-finalizes-major-rule-lower-individual-health-insurance-premiums-americans. “Cost Changes for Pennie Enrollees Coming in 2026.” Pennie, https://pennie.com/costs/. Accessed 2 July 2025. “Getting Health Coverage Outside Open Enrollment.” HealthCare.Gov, https://www.healthcare.gov/coverage-outside-open-enrollment/special-enrollment-period/. Accessed 2 July 2025. “Patient Protection and Affordable Care Act; Marketplace Integrity and Affordability.” Federal Register, https://www.federalregister.gov/documents/2025/06/25/2025-11606/patient-protection-and-affordable-care-act-marketplace-integrity-and-affordability. Accessed 2 July 2025. “When Can You Get Health Insurance?” HealthCare.Gov, https://www.healthcare.gov/quick-guide/dates-and-deadlines/. Accessed 2 July 2025.   Follow Us on Social!  Ritter on Facebook, https://www.facebook.com/RitterIM Instagram, https://www.instagram.com/ritter.insurance.marketing/ LinkedIn, https://www.linkedin.com/company/ritter-insurance-marketing TikTok, https://www.tiktok.com/@ritterim X, https://x.com/RitterIM and YouTube, https://www.youtube.com/user/RitterInsurance     Sarah on LinkedIn, https://www.linkedin.com/in/sjrueppel/ Instagram, https://www.instagram.com/thesarahjrueppel/ and Threads, https://www.threads.net/@thesarahjrueppel  Tina on LinkedIn, https://www.linkedin.com/in/tina-lamoreux-6384b7199/   Not affiliated with or endorsed by Medicare or any government agency.

In this episode of the Vital Health Podcast, host Duane Schulthess convenes three leading voices from the 2025 BIO International Convention - prominent physicians, innovators, and advocates shaping the future of drug development in the wake of the Inflation Reduction Act (IRA). Throughout this conversation, they examine policy impacts, clinical ramifications, and patient access challenges: Barbara McAneny: Former American Medical Association President; Co‑Chair, ONCare Alliance; CEO, New Mexico Oncology Hematology Consultants, Ltd. Rafael Fonseca: Chief Innovation Officer & Getz Family Professor of Cancer, Mayo Clinic in Arizona Steve Potts: Chair, Drug Development Council, ICAN (International Cancer Advocacy Network) Key Topics: Pipeline Modality Shifts: Early‑stage developers are retooling small molecule programs into biologics, or abandoning follow‑on indications altogether to sidestep the IRA’s nine‑year exclusivity pill penalty. Clinical Trial Ecosystem: Independent and academic centers alike are seeing fewer small molecule trials, threatening orphan drug expansions and revenue streams that underwrite care. Oncology Practice Economics: Cuts to drug margins will jeopardize community practices, forcing difficult choices between patient treatment and financial survival. Patient Affordability & Copays: The cap on out‑of‑pocket oral drug costs versus the hidden burden of high copays and co‑insurance - and why eliminating them could raise premiums only modestly. PBM & Insurer Vertical Integration: Payers acquiring manufacturers and ownership of formularies are steering patients toward the highest‑rebate products at the expense of clinical judgment. Broader Systemic Ripples: From congested ERs due to unmanaged side effects to rural access collapse, plus the missed opportunity to cut PBM take‑rates instead of hampering innovation. Policy Fix Imperatives: Proposals include recalibrating exclusivity durations (extend small molecule to 13 years), automating rebate flows to CMS, and overhauling PBM incentives. This discussion covers the interplay between drug-pricing reform and the future of care, highlighting unintended consequences and pragmatic solutions. It’s essential listening for policymakers, payers, industry leaders, patient advocates, and every stakeholder invested in sustaining medical innovation and ensuring equitable patient access. Opinions expressed are those of the speakers, not the companies listed. Recorded on June 16, 2025.See omnystudio.com/listener for privacy information.

Your website might be costing you more than you think. In this powerful session from the Jeff Shore Sales & Marketing Summit, Beth Byrd, VP of Sales at Anewgo, breaks down the top five website pain points for homebuilders, including two critical issues most builders don't even know are holding them back.From outdated CMS platforms to AI-invisible content and disconnected data, Beth lays out the case for why builders need interactive, AI-ready websites to attract, engage, and convert today's homebuyers. You'll see live demos, real examples, and even a sneak peek at Anewgo's upcoming AI assistant in action.✅ Learn:Why your CMS is killing your marketing momentumHow buyers expect to shop (and why builders fall short)What “AI-ready” really means for your websiteWhy iFrames are making your content invisibleHow to finally connect the dots between traffic and conversions

Abe Sutton, director of the Center for Medicare and Medicaid Innovation (CMMI), sits down with Aledade CEO Farzad Mostashari, M.D., and Sean Cavanaugh to unpack the new strategic framework for CMMI models. Sutton explores CMMI's focus on three pillars: promoting evidence-based prevention, improving patient access to their health data and driving choice and competition in health care markets. He discusses the recently announced WISeR (Wasteful and Inappropriate Service Reduction) Model, which aims to leverage artificial intelligence (AI) in reviewing prior-authorization requests to prevent harmful or unnecessary services. He also talks about the Ambulatory Specialty Model (ASM), which would reward specialists for improving health outcomes in Medicare patients with lower back pain or heart failure and CMS efforts to improve risk adjustment through permanent programs and testing new ideas on a smaller scale through the Innovation Center. Connect with us at acoshow@aledade.com or visit the Aledade Newsroom

This week I Talk About The Great Pricing Debate: Charging for Ongoing Support in 2025 [powerpress]

Rural Health News is a weekly segment of Rural Health Today, a podcast by Hillsdale Hospital. News sources for this episode: Naomi Diaz, “Senators warn Medicaid cuts could worsen cyber risks at rural hospitals,” July 22, 2025, https://www.beckershospitalreview.com/healthcare-information-technology/cybersecurity/senators-warn-medicaid-cuts-could-worsen-cyber-risks-at-rural-hospitals/, Becker's Hospital Review. Allen R. Killworth, “HISAA: New Legislation Would Bring Cybersecurity Requirements for HIPAA Covered Entities and Business Associates,” November 11, 2024, https://www.healthlawadvisor.com/hisaa-new-federal-legislation-introduced-that-would-create-significant-new-cybersecurity-requirements-for-hipaa-covered-entities-and-business-associates, Epstein Becker Green's Health Law Advisor. United States Senate Committee on Finance, “Wyden and Warner Introduce Bill to Set Strong Cybersecurity Standards for American Health Care System,” September 26, 2024, https://www.finance.senate.gov/chairmans-news/wyden-and-warner-introduce-bill-to-set-strong-cybersecurity-standards-for-american-health-care-system. Congressional Budget Office, “Estimated Budgetary Effects of Public Law 119-21, to Provide for Reconciliation Pursuant to Title II of H. Con. Res. 14, Relative to CBO's January 2025 Baseline,” https://www.cbo.gov/publication/61570. Madeline Ashley, “'One Big Beautiful Bill' to add $3.4 trillion in dept: CBO,” July 21, 2025, https://www.beckershospitalreview.com/hospital-management-administration/one-big-beautiful-bill-to-add-3-4t-in-debt-cbo/, Becker's Hospital Review. Alan Condon, “CMS plans hiring spree ahead of new payment models,” July 22, 2025, https://www.beckershospitalreview.com/finance/cms-plans-hiring-spree-after-mass-layoffs/, Becker's Hospital Review. Hayley DeSilva, “Layoffs, closures tracker: Children's National cuts 70 employees,” July 22, 2025, https://www.modernhealthcare.com/providers/staffing/mh-layoffs-closures-healthcare-live-updates/, Modern Healthcare. Leighton Ku et. al, “How Medicaid and SNAP Cutbacks in the ‘One Big Beautiful Bill' Would Trigger Big and Bigger Job Losses Across States,” June 23, 2025, https://www.commonwealthfund.org/publications/issue-briefs/2025/jun/how-medicaid-snap-cutbacks-one-big-beautiful-bill-trigger-job-losses-states, The Commonwealth Fund. Jocelyn Routt, “Kaine introduces Improving Care in Rural America Reauthorization Act,” July 22, 2024, https://rocktownnow.com/news/218812-kaine-introduces-improving-care-in-rural-america-reauthorization-act/, Rocktown Now. Congress.gov “Text - H.R.2493 - 119th Congress (2025-2026): Improving Care in Rural America Reauthorization Act of 2025,” https://www.congress.gov/bill/119th-congress/house-bill/2493/text. Rural Health Today is a production of Hillsdale Hospital in Hillsdale, Michigan and a member of the Health Podcast Network. Our host is JJ Hodshire, our producer is Kyrsten Newlon, and our audio engineer is Kenji Ulmer. Special thanks to our special guests for sharing their expertise on the show, and also to the Hillsdale Hospital marketing team. If you want to submit a question for us to answer on the podcast or learn more about Rural Health Today, visit ruralhealthtoday.com. Follow Rural Health Today on social media! ⁠⁠⁠⁠⁠⁠⁠⁠https://x.com/RuralHealthPod⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.youtube.com/@ruralhealthtoday7665⁠⁠⁠⁠⁠⁠⁠⁠  Follow Hillsdale Hospital on social media! ⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/hillsdalehospital/⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠https://www.twitter.com/hillsdalehosp/⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/company/hillsdale-community-health-center/⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/hillsdalehospital/⁠⁠⁠⁠⁠⁠⁠⁠ 

In this episode of Value-Based Care Insights, host Daniel Marino continues the conversation on CMS's mandatory TEAM Model (Transforming Episode Accountability Model) — a five-year episode-based pricing initiative impacting 741 hospitals across the country. Joining the discussion is Dr. Christian Pean, a board-certified orthopedic trauma and reconstruction surgeon at Duke University School of Medicine, executive director of AI and Innovation for Duke Orthopedic Surgery, and co-founder/CEO of Revel AI Health. Together, they unpack the clinical and operational impacts of TEAM, with a focus on five key surgical procedures. Dr. Pean highlights how emerging technologies — including conversational AI platforms — are enhancing episode management and streamlining outreach, triage, and documentation to help providers improve care coordination and succeed under TEAM. 

Navigating Industry Volatility: How Insurance Agents Can Thrive in a Changing Medicare LandscapeThe latest episode of the Insurance Business Babes podcast brings together host Kathe Kline, co-host Joanna Wyckoff, and industry powerhouse Neil Reich for an honest discussion of the current turbulence in the Medicare insurance world. With plan exits, shrinking commissions, regulatory uncertainties, and unprecedented price hikes, agents must now adapt, diversify, and deepen relationships to stay successful.Industry Upheaval: What's Changing in Medicare AdvantageAccording to guest Neil Reich, the past year has brought volatility unlike anything he's seen in his 27-year career. Major Medicare Advantage carriers like Humana and Aetna have pulled out of some markets due to soaring medical loss ratios, leaving consumers scrambling for alternatives and further concentrating business among remaining giants like United. Commission structures are shifting, and the legal landscape is uncertain, with the Department of Justice and new CMS rules causing ongoing anxiety about the future of FMOs (Field Marketing Organizations).Diversification Is EssentialNeil isn't deterred by the disruption—instead, he emphasizes the need for insurance agents to diversify their offerings. His new agency, Care Connect Advisors, has quickly added Medicare Supplement plans, Index Universal Life, final expense, hospital indemnity (with popular guaranteed-issue options for ages 64-70), cancer, dental, and even annuities to the product mix. This mirrors Kathe and Joanna's advice that now, more than ever, agents should be “multi-product” — cross-selling to better serve clients and protect their own earnings in the face of shrinking Medicare Advantage opportunities.Relationship Building and Technology: The Agent's GoldmineStaying connected to clients is a major theme. The podcast highlights how agents are successfully blending manual outreach (calls and texts to educate and cross-sell) with automation (drip campaigns, retention videos, and CRM tools). Touchpoints aren't just for selling—they reinforce trust, increase retention, and open natural conversations about needs like hospital indemnity or annuities.The Path Ahead: AI, FMOs, and the Advisor MindsetWhile regulators mull the impact of overrides and marketing practices, agents are also looking to the future with AI poised to disrupt the sales process. Still, both Neil and the hosts remain optimistic: FMOs like Spark are evolving, offering powerful tech and support. The key message? Agents must evolve from “order takers” to true advisors—guiding clients comprehensively through industry changes and personalized solutions.In summary, claim your power as an agent by diversifying your product line, leveraging smart tech, nurturing relationships, and embracing your advisory role. In a shifting Medicare world, these strategies are more essential—and more rewarding—than ever.This episode is sponsored by ⁠CertifiedMedicareAgents.com⁠. Use the coupon code BABES2024 for a free lifetime BRONZE membership.

CMS to receive fed funding after all; Hornets' Ball overrated?; things to do before the Summer is over.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training A surprise $10K tax bill nearly knocked Pete Kleinjan off course—but he learned that trusting experts, keeping perspective, and staying outcome-focused is what turns agency chaos into long-term growth. If you're facing curveballs, this episode is your mindset reset. What You'll Learn Why SEO isn't what you sell, it's what it gets your clients. The tax mistake that cost $10K (and what Pete did right). How to lead through chaos with perspective, not panic. Why timeless principles beat trendy tactics every time. How realness (not AI avatars) builds lasting trust. Key Takeaways Clients buy outcomes, not SEO jargon: Sell the lakehouse dream, not the traffic report. Tax mistakes can kill momentum. Hire experts early: A $10K bill could've derailed everything, but Pete owned it and leveled up his support team. Stay resilient when the storm hits: Business will test you. What keeps you going is clarity, not hustle. Tools change, principles don't: Focus on client results, clear communication, and solving problems—not shiny new platforms. Authenticity wins: Forget perfect video. Scrappy, honest content builds trust that converts. Sell what they need, not what you want to deliver: Pete got a client for life by solving a $0 “do not index” issue. That's value. What's the most unexpected challenge you've faced as an agency owner? How did you handle it when things went sideways? Agency life is full of curveballs, and the only way to keep your business alive is by maintaining perspective and resilience when the unexpected hits. Today's featured guest once thought he would lose all the progress he'd made with his agency when the state hit him with a surprise $10K sales tax bill he didn't even know existed. But now, he looks back and laughs, recognizing that getting through it came down to trusting the right professionals and staying the course. He firmly believes that keeping your business afloat for the long haul means remembering why clients hire you in the first place — and that focusing on the outcomes that matter is what builds trust and closes deals. Pete Kleinjan is the founder and owner of Tiger29, an SEO agency that helps local small businesses achieve their sales goals. His agency isn't a sprawling team of 50; it's a small, sharp crew focused on what small business clients actually care about: more phone calls, more leads, more sales. In this episode, we'll discuss: The real reason clients want SEO. A lesson on team + preparedness. Perspective & resilience when things go sideways.  Why you should focus on what won't change. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. The Real Reason Clients Want SEO (And Why We Overcomplicate It) Pete's first job right out of college was doing credit card collection. It was awful but it trained him in being on the phone multiple hours a day having difficult conversations, which led to his next job selling wheelchair-accessible vans. As a salesperson, he quickly realized the key to more sales wasn't grinding harder—it was getting more qualified leads. After he communicated his drive to help bring in more leads, the company's developer threw him a Wikipedia link to SEO, and Pete dove in, learned FTP, and started tweaking pages himself. That hands-on hunger turned into a full-fledged agency by 2009. It's a story he still tells prospects because he knows clients don't want SEO; they want what SEO brings. They want sales, the Cadillac, the lakehouse dream—not rankings or traffic screenshots, and leading with that terminology could just push them away. Pete urges agency owners to remember this because it speaks to what small business owners care about: “How do I get more of the customers I want?” When you lead with jargon, you lose your prospect. Lead with the transformation. The Unexpected $10K Sales Tax Bill (And a Lesson on Team + Preparedness) A couple of years into his agency, Pete received a letter from the state labeled “sales tax review” (not audit, but let's be real—it was an audit). Turns out, in South Dakota, consulting services are taxable, and the state decided local SEO link-building and citation placement fell under “taxable consulting.” This little “surprise” ended with Pete writing a $10,000 check to the state. For a moment, Pete considered fighting it and asked his attorney brother for advice. However, his brother put it in perspective for him: pay the $10K or pay a lawyer to sue and likely have the state fight you all the way to the Supreme Court. It wasn't fun, but it was the best decision for his peace of mind. For him, the big takeaway was: Hire a good bookkeeper and CPA who know your local tax nuances. You don't want to be the expert in tax law, just like your clients shouldn't have to be experts in SEO. Pete chose not to pass that bill back to his clients because it was his mistake, and it would be unfair. But it also taught him to be proactive in areas outside his zone of genius by building a team of experts who handle the boring (but crucial) details. Perspective and Resilience When Things Go Sideways Pete's tax story caused sleepless nights at the time, but looking back, he laughs about it. Because here's the hard truth about agency ownership: Money challenges, curveballs, and “surprise” bills are going to happen. Your ability to weather these storms without spiraling is what separates owners who build sustainable agencies from those who burn out. When you've been in the game long enough, you realize it's never all rainbows, and there's always something around the corner that could trip you up. But when you remember why you're in business—to build a life you love, not just a bigger agency—it becomes easier to shake off setbacks and focus on what matters: your health, your team, your freedom, and your ability to keep moving forward. Focus on What Won't Change In a recent interview, Jeff Bezos was asked about how he thought things would change in five years. His answer was that instead of obsessing over what will change, he prefers focusing on what won't change. No matter what, clients will always want results. They'll always want things on time. They'll always want problems solved by real humans who care. Whether you're using AI, TikTok or any other platform, those core truths will remain. We can often get distracted by tools and trends (AI, new social platforms, “the next algorithm hack”). But the tools in your box will change; your job—to deliver transformation to clients—will not. Build your business around timeless principles like clear communication, trust, and delivering results, and you'll outlast any trend. AI, Avatars, and Authenticity With the coming wave of AI avatars, deepfakes, and synthetic influencers, how should agency owners use these tools while maintaining authenticity? Yes, you could deploy an AI influencer for your agency, especially if you're camera-shy. But as Pete shared, their social media commandment #1 is “it has to be real.” Their scrappy videos may not be as polished as some big agencies, but they convert because they're authentic, quirky, and genuinely helpful. In a future where clients may question if what they see online is real, your authenticity will become your moat. Using AI should amplify your agency's personality, not replace it, so let your realness be your competitive advantage. Selling What Clients Need, Not What You Want to Sell A small business owner struggling for two years with a site that wouldn't show up on Google. Why? A simple “do not index” box was checked in WordPress. Everyone else was trying to pitch her a free “strategy call” (AKA sales call), but Pete charged for an SEO Power Hour, solved her problem immediately, and won her trust. The takeaway for Pete was that it's good he didn't default to “selling a new website” when a client came for SEO. Don't push a service because it's your highest margin offer. Sell what they actually need. When you do, you become their trusted advisor, not another expense they're trying to cut. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Host Dan Marino continues the conversation on CMS's mandatory TEAM Model (Transforming Episode Accountability Model) — a five-year episode-based pricing initiative impacting 741 hospitals across the country. Joining the discussion is Dr. Christian Pean, a board-certified orthopedic trauma and reconstruction surgeon at Duke University School of Medicine, executive director of AI and Innovation for Duke Orthopedic Surgery, and co-founder/CEO of Revel AI Health. Together, they unpack the clinical and operational impacts of TEAM, with a focus on five key surgical procedures. Dr. Penn highlights how emerging technologies — including conversational AI platforms — are enhancing episode management and streamlining outreach, triage, and documentation to help providers improve care coordination and succeed under TEAM. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

D-SNP integration changes are about to hit year 2 in 2026. What does that mean for the market? Lincoln Lafayette and Anthony Budhar join Sarah to chat about the D-SNP market in 2026 and the opportunities for agents selling dual-eligible special needs plans.  

Dave Rubin of "The Rubin Report" talks to Dr. Mehmet Oz about fixing America's broken healthcare system; why Medicare's enrollment age must be changed; cutting costs while improving quality care; reducing medical errors and reforming prior authorization; promoting healthcare innovation with CMS and Secretary Robert F. Kennedy Jr.; making Medicaid more sustainable through work requirements; tackling obesity and mental health as national priorities; shifting how we see healthcare spending—as an investment in well-being and the economy; and restoring personal responsibility and community health; and much more.   Today's Sponsors: Balance of Nature - Make sure you are getting all the positive effects from a wide variety of fruits and vegetables. Rubin Report viewers get 35% off their first order plus a FREE Fiber & Spice supplement when you use Code RUBIN. Go to: http://balanceofnature.com/   Kikoff - Use Kikoff to build your credit fast. With affordable plans starting at just $5/mo, no hidden fees, and zero interest. It's simple: you make on-time payments, credit bureaus see good behavior, and your credit can grow—fast. Get your first month 80% off the normal price. Go to: https://getkikoff.com/rubin   1775 Coffee - 1775's Rejuvenate Coffee real Arabica beans infused with CA-AKG, a compound shown to support cellular energy, metabolism, and even healthy aging. Rubin Report viewers get 15% off their order. Go to: https://1775coffee.com/RUBIN and use code RUBIN

In this episode, SBCA's Director of Marketing, Sean Shields, talks with Ben Tabolt, the Director of the Technical Development Group at MiTek. They take a look at the role of the architect and briefly discuss what it might look like for component manufacturers (CMs) to work more closely with architects, and what benefits may come from that collaboration.

In January, 2022 today's guest, Mike Paciello, made his first appearance on Unstoppable Mindset in Episode 19. It is not often that most of us have the opportunity and honor to meet a real trendsetter and pioneer much less for a second time. However, today, we get to spend more time with Mike, and we get to talk about not only the concepts around web accessibility, but we also discuss the whole concept of inclusion and how much progress we have made much less how much more work needs to be done.   Mike Paciello has been a fixture in the assistive technology world for some thirty years. I have known of him for most of that time, but our paths never crossed until September of 2021 when we worked together to help create some meetings and sessions around the topic of website accessibility in Washington D.C.   As you will hear, Mike began his career as a technical writer for Digital Equipment Corporation, an early leader in the computer manufacturing industry. I won't tell you Mike's story here. What I will say is that although Mike is fully sighted and thus does not use much of the technology blind and low vision persons use, he really gets it. He fully understands what Inclusion is all about and he has worked and continues to work to promote inclusion and access for all throughout the world. As Mike and I discuss, making technology more inclusive will not only help persons with disabilities be more involved in society, but people will discover that much of the technology we use can make everyone's life better. We talk about a lot of the technologies being used today to make websites more inclusive including the use of AI and how AI can and does enhance inclusion efforts.   It is no accident that this episode is being released now. This episode is being released on July 25 to coincide with the 35th anniversary of the signing of the Americans With Disabilities Act which was signed on July 26, 1990. HAPPY BIRTHDAY ADA!   After you experience our podcast with Mike, I'd love to hear your thoughts. Please feel free to email me at michaelhi@accessibe.com to tell me of your observations. Thanks.     About the Guest:   Mike Paciello is the Chief Accessibility Officer at AudioEye, Inc., a digital accessibility company. Prior to joining AudioEye, Mike founded WebABLE/WebABLE.TV, which delivers news about the disability and accessibility technology market. Mike authored the first book on web accessibility and usability, “Web Accessibility for People with Disabilities” and, in 1997, Mr. Paciello received recognition from President Bill Clinton for his work in the creation of World Wide Web Consortium's (W3C) Web Accessibility Initiative (WAI). He has served as an advisor to the US Access Board and other federal agencies since 1992.   Mike has served as an international leader, technologist, and authority in emerging technology, accessibility, usability, and electronic publishing. Mike is the former Founder of The Paciello Group (TPG), a world-renowned software accessibility consultancy acquired in 2017 by Vispero. Ways to connect with Mike:   mpaciello@webable.com Michael.paciello@audioeye.com Mikepaciello@gmail.com     About the Host:   Michael Hingson is a New York Times best-selling author, international lecturer, and Chief Vision Officer for accessiBe. Michael, blind since birth, survived the 9/11 attacks with the help of his guide dog Roselle. This story is the subject of his best-selling book, Thunder Dog.   Michael gives over 100 presentations around the world each year speaking to influential groups such as Exxon Mobile, AT&T, Federal Express, Scripps College, Rutgers University, Children's Hospital, and the American Red Cross just to name a few. He is Ambassador for the National Braille Literacy Campaign for the National Federation of the Blind and also serves as Ambassador for the American Humane Association's 2012 Hero Dog Awards.   https://michaelhingson.com https://www.facebook.com/michael.hingson.author.speaker/ https://twitter.com/mhingson https://www.youtube.com/user/mhingson https://www.linkedin.com/in/michaelhingson/   accessiBe Links https://accessibe.com/ https://www.youtube.com/c/accessiBe https://www.linkedin.com/company/accessibe/mycompany/ https://www.facebook.com/accessibe/       Thanks for listening!   Thanks so much for listening to our podcast! If you enjoyed this episode and think that others could benefit from listening, please share it using the social media buttons on this page. Do you have some feedback or questions about this episode? Leave a comment in the section below!   Subscribe to the podcast   If you would like to get automatic updates of new podcast episodes, you can subscribe to the podcast on Apple Podcasts or Stitcher. You can subscribe in your favorite podcast app. You can also support our podcast through our tip jar https://tips.pinecast.com/jar/unstoppable-mindset .   Leave us an Apple Podcasts review   Ratings and reviews from our listeners are extremely valuable to us and greatly appreciated. They help our podcast rank higher on Apple Podcasts, which exposes our show to more awesome listeners like you. If you have a minute, please leave an honest review on Apple Podcasts.       Transcription Notes:   Michael Hingson ** 00:00 Access Cast and accessiBe Initiative presents Unstoppable Mindset. The podcast where inclusion, diversity and the unexpected meet. Hi, I'm Michael Hingson, Chief Vision Officer for accessiBe and the author of the number one New York Times bestselling book, Thunder dog, the story of a blind man, his guide dog and the triumph of trust. Thanks for joining me on my podcast as we explore our own blinding fears of inclusion unacceptance and our resistance to change. We will discover the idea that no matter the situation, or the people we encounter, our own fears, and prejudices often are our strongest barriers to moving forward. The unstoppable mindset podcast is sponsored by accessiBe, that's a c c e s s i capital B e. Visit www.accessibe.com to learn how you can make your website accessible for persons with disabilities. And to help make the internet fully inclusive by the year 2025. Glad you dropped by we're happy to meet you and to have you here with us.   Michael Hingson ** 01:21 Well, hi everyone, and welcome to another episode of unstoppable mindset where inclusion diversity and the unexpected meet. Normally, our guests deal with the unexpected, which is anything that doesn't have to do with inclusion or diversity. Today, however, we get to sort of deal with both. We have a guest who actually was a guest on our podcast before he was in show 19 that goes all the way back to January of 2022, his name is Mike Paciello. He's been very involved in the whole internet and accessibility movement and so on for more than 30 years, and I think we're going to have a lot of fun chatting about what's going on in the world of accessibility and the Internet and and, you know, and but we won't probably get into whether God is a man or a woman, but that's okay, God is actually both, so we don't have to worry about that. But anyway, Mike, welcome to unstoppable mindset.   Mike Paciello ** 02:21 Yeah, Hey, Mike, thanks a lot. I can't believe has it really been already since today, six years since the last time I came on this? No, three, 320, 22 Oh, 2022, I for whatever I 2019 Okay, three years sounds a little bit more realistic, but still, it's been a long time. Thank you for having me. It's, it's, it's great to be here. And obviously, as you know, a lot of things have changed in my life since then. But, yeah, very   Michael Hingson ** 02:46 cool. Well, you were in show number 19. And I'm not sure what number this is going to be, but it's going to be above 360 so it's been a while. Amazing, amazing, unstoppable, unstoppable. That's it. We got to keep it going. And Mike and I have been involved in a few things together, in, in later, in, I guess it was in 20 when we do the M enabling Summit, that was 2021 wasn't it? Yeah, I think it was, I think it was the year before we did the podcast, yeah, podcast, 2021 right? So we were in DC, and we both worked because there was a group that wanted to completely condemn the kinds of technologies that accessibe and other companies use. Some people call it overlays. I'm not sure that that's totally accurate today, but we we worked to get them to not do what they originally intended to do, but rather to explore it in a little bit more detail, which I think was a lot more reasonable to do. So we've, we've had some fun over the years, and we see each other every so often, and here we are again today. So yeah, I'm glad you're here. Well, tell us a little about well, and I guess what we'll do is do some stuff that we did in 2022 tell us about kind of the early Mike, growing up and all that and what eventually got you into dealing with all this business of web accessibility and such. Yeah, thank you.   Mike Paciello ** 04:08 You know, I've tried to short this, shorten this story 100 times. Oh, don't worry. See if I get let's see if I can keep it succinct and and for the folks out there who understand verbosity and it's in its finest way for screen reader users, I'll try not to be verbose. I already am being   Michael Hingson ** 04:28 intermediate levels fine.   Mike Paciello ** 04:30 I came into this entire field as a technical writer trying to solve a problem that I kind of stumbled into doing some volunteer work for the debt the company that I then then worked for, a Digital Equipment Corporation, a software company, DEC software hardware company, back then, right back in the early 80s. And as a technical writer, I started learning at that time what was called Gen code. Eventually that morphed in. To what Goldfarb, Charles Goldfarb at IBM, called SGML, or standard, Generalized Markup Language, and that really became the predecessor, really gave birth to what we see on the web today, to HTML and the web markup languages. That's what they were, except back then, they were markup languages for print publications. So we're myself and a lot of colleagues and friends, people probably here, I'm sure, at bare minimum, recognized named George Kercher. George and I really paired together, worked together, ended up creating an international steer with a group of other colleagues and friends called the icad 22 which is 22 stands for the amount of elements in that markup language. And it became the adopted standard accessibility standard for the American Association of Publishers, and they published that became official. Eventually it morphed into what we today call, you know, accessible web development. It was the first instance by that was integrated into the HTML specification, I think officially, was HTML 3.1 3.2 somewhere in there when it was formally adopted and then announced in 1997 and at the World Wide Web Conference. That's really where my activity in the web began. So I was working at DEC, but I was doing a lot of volunteer work at MIT, which is where the W 3c was located at that particular time. And Tim Bursley, who a lot of people i Sir, I'm sure, know, the inventor of the web, led the effort at that time, and a few other folks that I work with, and.da Jim Miller, a few other folks. And we were, well, I wasn't specifically approached. Tim was approached by Vice President Gore and eventually President Clinton at that time to see if we could come up with some sort of technical standard for accessibility. And Tim asked if I'd like to work on it myself. Danielle, Jim, a few others, we did, and we came up that first initial specification and launched it as part of the Web Accessibility Initiative, which we created in 1997 from there, my career just took off. I went off did a couple of small companies that I launched, you know, my namesake company, the Paciello Group, or TPG, now called TPG IGI, yeah, yeah, which was acquired by vector capital, or this bureau back in 2017 so it's hard to believe that's already almost 10 years ago. No, yeah. And I've been walking in, working in the software, web accessibility field, usability field, writing fields, you know, for some pretty close to 45 years. It's 2025 40 years, I mean, and I started around 1984 I think it was 8384 when all this first   Michael Hingson ** 07:59 started. Wow, so clearly, you've been doing it for a while and understand a lot of the history of it. So how overall has the whole concept of web accessibility changed over the years, not only from a from a coding standpoint, but how do you think it's really changed when it comes to being addressed by the public and companies and so on.   Mike Paciello ** 08:26 That's a great question. I'd certainly like to be more proactive and more positive about it, but, but let me be fair, if you compare today and where web accessibility resides, you know, in the in the business value proposition, so to speak, and list the priorities of companies and corporations. You know, fortune 1000 fortune 5000 call whatever you whatever you want. Accessibility. Is there people? You could say section five way you could say the Web Accessibility Initiative, WCAG, compliance, and by and large, particularly technology driven, digital economy driven businesses, they know what it is. They don't know how to do it. Very rarely do they know how to do it. And even the ones that know how to do it don't really do it very well. So it kind of comes down to the 8020, rule, right? You're a business. Whatever kind of business you are, you're probably in more online presence than ever before, and so a lot of your digital properties will come under you know the laws that mandate usability and accessibility for people with disabilities today that having been said and more and more people know about it than ever before, certainly from the time that I started back in the you know, again, in the early, mid 80s, to where we are today. It's night and day. But in terms of prioritization, I don't know. I think what happens quite often is business value proposition. Decisions get in the way. Priorities get in the way of what a business in, what its core business are, what they're trying to accomplish, who they're trying to sell, sell to. They still view the disability market, never mind the blind and low vision, you know, market alone as a niche market. So they don't make the kind of investors that I, I believe that they could, you know, there's certainly, there are great companies like like Microsoft and and Google, Amazon, Apple, you know, a lot of these companies, you know, have done some Yeoman work at that level, but it's nowhere near where it should be. It just absolutely isn't. And so from that standpoint, in where I envision things, when I started this career was when I was in my 20 somethings, and now I'm over now I'm over 60. Well over 60. Yeah, I expected a lot more in, you know, in an internet age, much, much more.   Michael Hingson ** 11:00 Yeah, yeah. Well, it's it's really strange that so much has happened and yet so much hasn't happened. And I agree with you, there's been a lot of visibility for the concept of accessibility and inclusion and making the the internet a better place, but it is so unfortunate that most people don't know how to how to do anything with it. Schools aren't really teaching it. And more important than even teaching the coding, from from my perspective, looking at it more philosophically, what we don't tend to see are people really recognizing the value of disabilities, and the value that the market that people with disabilities bring to the to the world is significant. I mean, the Center for Disease Control talks about the fact that they're like up to 25% of all Americans have some sort of disability. Now I take a different approach. Actually. I don't know whether you've read my article on it, but I believe everyone on the in the in the world has a disability, and the reality is, most people are light dependent, but that's as much a disability as blindness. Except that since 1878 when Thomas Edison invented the light bulb. We have focused nothing short of trying to do everything we can to improve light on demand for the last 147 years. And so the disability is mostly covered up, but it's still there.   Mike Paciello ** 12:37 You know, yeah, and I did read that article, and I couldn't agree with you more. In fact, I personally think, and I actually have my own blog coming out, and probably later this month might be early, early July, where I talk about the fact that accessibility okay and technology really has been all along. And I love the fact that you call, you know, you identified the, you know, the late 1800s there, when Edison did the the light bulb, Alexander Graham Bell came up with, you know, the telephone. All of those adventures were coming about. But accessibility to people with disabilities, regardless of what their disability is, has always been a catalyst for innovation. That was actually supposed to be the last one I was going to make tonight. Now it's my first point because, because I think it is exactly as you said, Mike, I think that people are not aware. And when I say people, I mean the entire human population, I don't think that we are aware of the history of how, how, because of, I'm not sure if this is the best word, but accommodating users, accommodating people with disabilities, in whatever way, the science that goes behind that design architectural to the point of development and release, oftentimes, things that were done behalf of people with disabilities, or for People with disabilities, resulted in a fundamental, how's this for? For an interesting term, a fundamental alteration right to any other you know, common, and I apologize for the tech, tech, tech language, user interface, right, right? Anything that we interact with has been enhanced because of accessibility, because of people saying, hey, if we made this grip a little bit larger or stickier, we'll call it so I can hold on to it or softer for a person that's got fine motor dexterity disabilities, right? Or if we made a, you know, a web browser, which, of course, we have such that a blind individual, a low vision individual, can adjust the size of this, of the images and the fonts and things like that on a web page, they could do that unknown. Well, these things now. As we well know, help individuals without disabilities. Well, I'm not much, right, and I, again, I'm not speaking as a person beyond your characterization that, hey, look, we are all imperfect. We all have disabilities. And that is, that is absolutely true. But beyond that, I wear glasses. That's it. I do have a little hearing loss too. But you know, I'm finding myself more and more, for example, increasing the size of text. In fact, my note, yes, I increase them to, I don't know they're like, 18 point, just so that it's easier to see. But that is a common thing for every human being, just like you said.   Michael Hingson ** 15:36 Well, the reality is that so many tools that we use today come about. And came about because of people with disabilities. Peggy Chung Curtis Chung's wife, known as the blind history lady, and one of the stories that she told on her first visit to unstoppable mindset, which, by the way, is episode number five. I remember that Peggy tells the story of the invention of the typewriter, which was invented for a blind countist, because she wanted to be able to communicate with her lover without her husband knowing about it, and she didn't want to dictate things and so on. She wanted to be able to create a document and seal it, and that way it could be delivered to the lever directly. And the typewriter was the result of   Mike Paciello ** 16:20 that? I didn't know that. I will definitely go back. I just wrote it down. I wrote down a note that was episode number five, yeah, before with Curtis a couple of times, but obviously a good friend of ours, yeah, but I yeah, that's, that's, that's awesome.   Michael Hingson ** 16:37 Well, and look at, I'll tell you one of the things that really surprises me. So Apple was going to get sued because they weren't making any of their products accessible. And before the lawsuit was filed, they came along and they said, we'll fix it. And they did make and it all started to a degree with iTunes U but also was the iPhone and the iPod and so on. But they they, they did the work. Mostly. They embedded a screen reader called Voiceover in all of their operating systems. They did make iTunes you available. What really surprises me, though is that I don't tend to see perhaps some things that they could do to make voiceover more attractive to drivers so they don't have to look at the screen when a phone call comes in or whatever. And that they could be doing some things with VoiceOver to make it more usable for sighted people in a lot of instances. And I just don't, I don't see any emphasis on that, which is really surprising to me.   Mike Paciello ** 17:38 Yeah, I totally agree. I mean, there are a lot of use cases there that you go for. I think Mark Rico would certainly agree with you in terms of autonomous driving for the blind, right? Sure that too. But yeah, I definitely agree and, and I know the guy that the architect voiceover and develop voiceover for Apple and, boy, why can I think of his last name? I know his first name. First name is Mike. Is with Be My Eyes now and in doing things at that level. But I will just say one thing, not to correct you, but Apple had been in the accessibility business long before voice over Alan Brightman and Gary mulcher were instrumental towards convincing, you know, jobs of the importance of accessibility to people with disabilities,   Michael Hingson ** 18:31 right? But they weren't doing anything to make products accessible for blind people who needed screen readers until that lawsuit came along. Was   Mike Paciello ** 18:40 before screen readers? Yeah, that was before,   Michael Hingson ** 18:43 but they did it. Yeah. The only thing I wish Apple would do in that regard, that they haven't done yet, is Apple has mandates and requirements if you're going to put an app in the App Store. And I don't know whether it's quite still true, but it used to be that if your app had a desktop or it looked like a Windows desktop, they wouldn't accept it in the app store. And one of the things that surprises me is that they don't require that app developers make sure that their products are usable with with VoiceOver. And the reality is that's a it doesn't need to be a really significantly moving target. For example, let's say you have an app that is dealing with displaying star charts or maps. I can't see the map. I understand that, but at least voiceover ought to give me the ability to control what goes on the screen, so that I can have somebody describe it, and I don't have to spend 15 or 20 minutes describing my thought process, but rather, I can just move things around on the screen to get to where we need to go. And I wish Apple would do a little bit more in that regard.   Mike Paciello ** 19:52 Yeah, I think that's a great a great thought and a great challenge, if, between me and you. Yeah, I think it goes back to what I said before, even though we both see how accessibility or accommodating users with disabilities has led to some of the most incredible innovations. I mean, the Department of Defense, for years, would integrate people with disabilities in their user testing, they could better help, you know, military soldiers, things like that, assimilate situations where there was no hearing, there was they were immobile, they couldn't see all, you know, all of these things that were natural. You know, user environments or personas for people with disabilities. So they led to these kind of, you know, incredible innovations, I would tell you, Mike, I think you know this, it's because the business value proposition dictates otherwise.   Michael Hingson ** 20:55 Yeah, and, well, I guess I would change that slightly and say that people think that the business proposition does but it may very well be that they would find that there's a lot more value in doing it if they would really open up their minds to looking at it differently. It's   Mike Paciello ** 21:10 kind of, it's kind of like, it's tough. It's kind of like, if I could use this illustration, so to speak, for those who may not be religiously inclined, but you know, it's, it's like prophecy. Most people, you don't know whether or not prophecy is valid until years beyond, you know, years after. And then you could look back at time and say, See, it was all along. These things, you know, resulted in a, me, a major paradigm shift in the way that we do or don't do things. And I think that's exactly what you're saying. You know, if, if people would really look at the potential of what technologies like, you know, a voice over or, as you know, a good friend of mine said, Look, we it should be screen readers. It should be voice IO interfaces, right? That every human can use and interact with regardless. That's what we're really talking about. There's   Michael Hingson ** 22:10 a big discussion going on some of the lists now about the meta, Ray Ban, glasses, and some of the things that it doesn't do or that they don't do well, that they should like. It's really difficult to get the meta glasses to read completely a full page. I think there are ways that people have now found to get it to do that, but there are things like that that it that that don't happen. And again, I think it gets back to what you're saying is the attitude is, well, most people aren't going to need that. Well, the reality is, how do you know and how do you know what they'll need until you offer options. So one of my favorite stories is when I worked for Kurzweil a long time ago, some people called one day and they wanted to come and see a new talking computer terminal that that Ray and I and others developed, and they came up, and it turns out, they were with one of those initial organizations out of Langley, Virginia, the CIA. And what they wanted to do was to use the map the the terminal connected to their computers to allow them to move pointers on a map and not have to watch the map or the all of the map while they were doing it, but rather, the computer would verbalize where the pointer was, and then they could they could move it around and pin a spot without having to actually look at the screen, because the way their machine was designed, it was difficult to do that. You know, the reality is that most of the technologies that we need and that we use and can use could be used by so much, so many more people, if people would just really look at it and think about it, but, but you're right, they don't.   Mike Paciello ** 24:04 You know, it's, of course, raise a raise another good friend of mine. We both having in common. I work with him. I been down his office a few, more than few times, although his Boston office, anyway, I think he's, I'm not sure he's in Newton. He's in Newton. Yeah. Is he still in Newton? Okay. But anyway, it reminded me of something that happened in a similar vein, and that was several years ago. I was at a fast forward forward conference, future forward conference, and a company, EMC, who absorbed by Dell, I think, right, yes, where they all are. So there I was surprised that when that happened. But hey, yeah, yeah, I was surprised that compact bought depth, so that's okay, yeah, right. That HP bought count, right? That whole thing happened. But um, their chief science, chief scientist, I think he was a their CSO chief scientist, Doc. Came up and made this presentation. And basically the presentation was using voice recognition. They had been hired by the NSA. So it was a NSA right to use voice recognition in a way where they would recognize voices and then record those voices into it, out the output the transcript of that right text, text files, and feed them back to, you know, the NSA agents, right? So here's the funny part of that story goes up i i waited he gave his presentation. This is amazing technology, and what could it was like, 99% accurate in terms of not just recognizing American, English speaking people, but a number of different other languages, in dialects. And the guy who gave the presentation, I actually knew, because he had been a dec for many years. So in the Q and A Part I raised by hand. I got up there. He didn't recognize it a few years had gone by. And I said, you know, this is amazing technology. We could really use this in the field that I work in. And he said, Well, how's that? And I said, you know, voice recognition and outputting text would allow us to do now this is probably 2008 2009 somewhere in that area, would allow us to do real time, automated transcription for the Deaf, Captioning. And he looks at me and he he says, Do I know you? This is through a live audience. I said. I said, Yeah, Mark is it was. Mark said, So Mike gas yellow. He said, you're the only guy in town that I know that could turn a advanced, emerging technology into something for people with disabilities. I can't believe it. So that was, that was, but there was kind of the opposite. It was a technology they were focused on making this, you know, this technology available for, you know, government, obviously covert reasons that if they were using it and applying it in a good way for people with disabilities, man, we'd have been much faster, much further along or even today, right? I mean, it's being done, still not as good, not as good as that, as I saw. But that just goes to show you what, what commercial and government funding can do when it's applied properly?   Michael Hingson ** 27:41 Well, Dragon, naturally speaking, has certainly come a long way since the original Dragon Dictate. But there's still errors, there's still things, but it does get better, but I hear exactly what you're saying, and the reality is that we don't tend to think in broad enough strokes for a lot of the things that we do, which is so unfortunate,   Mike Paciello ** 28:03 yeah? I mean, I've had an old saying that I've walked around for a long time. I should have, I should make a baseball cap, whether something or T shirt. And it simply was, think accessibility, yeah, period. If, if, if we, organizations, people, designers, developers, architects, usability, people, QA, people. If everybody in the, you know, in the development life cycle was thinking about accessibility, or accessibility was integrated, when we say accessibility, we're talking about again, for users with disabilities, if that became part of, if not the functional catalyst, for technology. Man, we'd have been a lot further along in the quote, unquote value chains than we are today.   Michael Hingson ** 28:46 One of the big things at least, that Apple did do was they built voiceover into their operating system, so anybody who buys any Apple device today automatically has redundancy here, but access to accessibility, right? Which, which is really the way it ought to be. No offense to vispero and jaws, because they're they're able to fill the gap. But still, if Microsoft had truly devoted the time that they should have to narrate her at the beginning. We might see a different kind of an architecture today.   Mike Paciello ** 29:26 You know, I so I want to, by the way, the person that invented that wrote that code is Mike shabanik. That's his name I was thinking about. So Mike, if you're listening to this guy, just hi from two others. And if he's not, he should be, yeah, yeah, exactly right from two other mics. But so let me ask you this question, because I legitimately can't remember this, and have had a number of discussions with Mike about this. So VoiceOver is native to the US, right?   Michael Hingson ** 29:56 But no, well, no to to the to the to the. Products, but not just the US. No,   Mike Paciello ** 30:02 no, I said, OS, yes, it's native to OS, yeah, right. It's native that way, right? But doesn't it still use an off screen model for producing or, you know, translate the transformation of, you know, on screen to voice.   Michael Hingson ** 30:27 I'm not sure that's totally true. Go a little bit deeper into that for me.   Mike Paciello ** 30:34 Well, I mean, so NVDA and jaws use this off screen model, right, which is functionally, they grab, will they grab some content, or whatever it is, push it to this, you know, little black box, do all those translations, you know, do all the transformation, and then push it back so it's renderable to a screen reader. Okay, so that's this off screen model that is transparent to the users, although now you know you can get into it and and tweak it and work with it right, right? I recall when Mike was working on the original design of of nary, excuse me, a voiceover, and he had called me, and I said, Are you going to continue with the notion of an off screen model? And he said, Yeah, we are. And I said, Well, when you can build something that's more like what TV Raman has built into Emacs, and it works integral to the actual OS, purely native. Call me because then I'm interested in, but now that was, you know, 1520, years ago, right? I mean, how long has voiceover been around,   Michael Hingson ** 31:51 since 2007   Mike Paciello ** 31:54 right? So, yeah, 20 years ago, right? Just shy of 20 years, 18 years. So I don't know. I honestly don't know. I'm   Michael Hingson ** 32:02 not totally sure, but I believe that it is, but I can, you know, we'll have to, we'll have to look into that.   Mike Paciello ** 32:08 If anyone in the audience is out there looking at you, get to us before we find out. Let us we'll find out at the NFB   Michael Hingson ** 32:12 convention, because they're going to be a number of Apple people there. We can certainly ask, there   Mike Paciello ** 32:17 you go. That's right, for sure. James Craig is bound to be there. I can ask him and talk to him about that for sure. Yep, so anyway,   Michael Hingson ** 32:23 but I think, I think it's a very it's a valid point. And you know, the the issue is that, again, if done right and app developers are doing things right there, there needs to, there ought to be a way that every app has some level of accessibility that makes it more available. And the reality is, people, other than blind people use some of these technologies as well. So we're talking about voice input. You know, quadriplegics, for example, who can't operate a keyboard will use or a mouse can use, like a puff and zip stick to and and Dragon to interact with a computer and are successful at doing it. The reality is, there's a whole lot more opportunities out there than people think. Don't   Mike Paciello ** 33:11 I agree with that. I'm shaking my head up and down Mike and I'm telling you, there is, I mean, voice recognition alone. I can remember having a conversation with Tony vitality, one of the CO inventors of the deck talk. And that goes all the way back into the, you know, into the early 90s, about voice recognition and linguistics and what you know, and I know Kurzweil did a lot of working with Terry right on voice utterances and things like that. Yeah, yeah. There's, there's a wide open window of opportunity there for study and research that could easily be improved. And as you said, and this is the point, it doesn't just improve the lives of the blind or low vision. It improves the lives of a number of different types of Persona, disability persona types, but it would certainly create a pathway, a very wide path, for individuals, users without disabilities, in a number of different life scenarios.   Michael Hingson ** 34:10 Yeah, and it's amazing how little sometimes that's done. I had the pleasure a few years ago of driving a Tesla down Interstate 15 out here in California. Glad I wasn't there. You bigot, you know, the co pilot system worked. Yeah, you know, I just kept my hands on the wheel so I didn't very much, right? Not have any accidents. Back off now it worked out really well, but, but here's what's really interesting in that same vehicle, and it's something that that I find all too often is is the case if I were a passenger sitting in the front seat, there's so much that I as a passenger don't have access to that other passenger. Do radios now are mostly touchscreen right, which means and they don't build in the features that would make the touchscreen system, which they could do, accessible. The Tesla vehicle is incredibly inaccessible. And there's for a guy who's so innovative, there's no reason for that to be that way. And again, I submit that if they truly make the product so a blind person could use it. Think of how much more a sighted person who doesn't have to take their eyes off the road could use the same technologies.   Mike Paciello ** 35:35 You know, Mike, again, you and I are on the same page. I mean, imagine these guys are supposed to be creative and imaginative and forward thinking, right? Could you? Can you imagine a better tagline than something along the lines of Tesla, so user friendly that a blind person can drive it? Yeah? I mean this is, have you heard or seen, you know, metaphorically speaking, or that's okay, a an advertisement or PR done by any, any company, because they're all, all the way across the board, that hasn't featured what it can do to enhance lives of people with disabilities. Where it wasn't a hit. I mean, literally, it was, yeah, you see these commercials played over and over to Apple, Microsoft, Emma, I see McDonald's, Walmart. I mean, I could just name, name the one after another. Really, really outstanding. Salesforce has done it. Just incredible. They would do it, yeah. I mean, there is there any more human centric message than saying, Look what we've built and designed we're releasing to the masses and everyone, anyone, regardless of ability, can use it. Yeah, that, to me, is that's, I agree that's a good route, right for marketing and PR, good,   Michael Hingson ** 37:03 yeah. And yet they don't, you know, I see commercials like about one of the one of the eye injections, or whatever Bobby is, Mo or whatever it is. And at the beginning, the woman says, I think I'm losing sight of the world around me. You know that's all about, right? It's eyesight and nothing else. And I appreciate, I'm all for people keeping their eyesight and doing what's necessary. But unfortunately, all too often, we do that at the detriment of of other people, which is so unfortunate.   Mike Paciello ** 37:39 Yeah, you know again, not to, not to get off the subject, but one of my favorite books is rethinking competitive advantage, by Ram Sharon. I don't know if you know know him, but the guy is one of my heroes in terms of just vision and Business and Technology. And in this, this book, he wrote this a couple of years ago. He said this one this is his first rule of competition in the digital age. The number one rule was simply this, a personalized consumer experience, key to exponential growth. That's exactly you and I are talking about personally. I want to see interfaces adapt to users, rather than what we have today, which is users having to adapt to the interface.   Michael Hingson ** 38:32 Yeah, and it would make so much sense to do so. I hope somebody out there is listening and will maybe take some of this to heart, because if they do it right, they can have a huge market in no time at all, just because they show they care. You know, Nielsen Company did a survey back in 2016 where they looked at a variety of companies and consumers and so on. And if I recall the numbers right, they decided that people with disabilities are 35% more likely to continue to work with and shop, for example, at companies that really do what they can to make their websites and access to their products accessible, as opposed to not. And that's that's telling. It's so very telling. But we don't see people talking about that nearly like we should   Mike Paciello ** 39:20 you talk about a business value proposition. There is bullet proof that where you are leaving money on the table, yep, and a lot of it, yeah, exactly. We're not talking about 1000s or hundreds of 1000s. We're talking about billions and trillions, in some instances, not an exaggeration by any stretch of the imagination, very, very simple math. I had this conversation a couple years ago with the CEO of Pearson. At that time, he's retired, but, you know, I told him, if you spent $1 for every person that it was in the world with. Disability, you're, you're, you're talking about 1/4 of the population, right? It's simple math, simple math,   Michael Hingson ** 40:08 but people still won't do it. I mean, we taught you to mention section 508, before with the whole issue of web access, how much of the government has really made their websites accessible, even though it's the law?   Mike Paciello ** 40:19 Yeah, three years, three or four years ago, they did a study, and they found out that the good that every federal agency, most of the federal agencies, were not even keeping up thinking with reporting of the status, of where they were, and yet that was written right into the five way law. They were mandated to do it, and they still did do   Michael Hingson ** 40:37 it. We haven't, you know, the whole Americans with Disabilities Act. Finally, the Department of Justice said that the internet is a place of business, but still, it's not written in the law. And of course, we only see about 3% of all websites that tend to have any level of access. And there's no reason for that. It's not that magical. And again, I go back to what do we do to get schools and those who teach people how to code to understand the value of putting in accessibility right from the outset?   Mike Paciello ** 41:10 Yeah, no, I totally agree with you. I think this is what Kate sanka is trying to do with with Teach access. In fact, you know, again, my company, TPG was one of the founding companies have teach access back again, 10 years ago, when it first started. But that's where it starts. I mean, they're, they're pretty much focused on post secondary, university education, but I could tell you on a personal level, I was speaking at my kids grade school, elementary school, because they were already using laptops and computers back then it starts. Then you've got to build a mindset. You've got to build it we you've heard about the accessibility, maturity models coming out of the W, 3c, and in I, double AP. What that speaks to fundamentally, is building a culture within your corporate organization that is think accessibility as a think accessibility mindset, that it is woven into the fiber of every business line, in every technology, software development life cycle, all of the contributors at that level, from A to Z. But if you don't build it into the culture, it's not going to happen. So I would love to see a lot more being done at that level. But yeah, it's, it's, it's a, it's a hero. Yeah,   Michael Hingson ** 42:34 we're, we're left out of the conversation so much. Yeah, yeah, totally. So you, you sold TPG, and you then formed, or you had web able and then able Docs.   Mike Paciello ** 42:48 So what web able came out was a carve out, one of two carve outs that I had from when I sold TPG. The other was open access technologies, which which eventually was sold to another accessibility company primarily focused on making documentation accessible to meet the WCAG and other standards requirements and web able I carved out. It's been a kind of a hobby of mine now, for since I sold TPG, I'm still working on the back end, ironically, from the get go, so we're talking, you know, again, eight years ago, I had built machine learning and AI into it. From then back then, I did so that what it does is it very simply, goes out and collects 1000s and 1000s of articles as it relates to technology, people with disabilities, and then cleans them up and post them to web able.com I've got a lot more playing for it, but that's in a nutshell. That's what it does. And I don't we do some we do some QA review to make sure that the cleanup in terms of accessibility and the articles are are properly formatted and are accessible. We use the web aim API, but yeah, works like magic. Works like clockwork, and that's got aI uses IBM Watson AI built into it. Yeah, enable docs was abledocs was, how should I say this in a nice way, abledocs was a slight excursion off of my main route. It can work out. I wish it had. It had a lot of potential, much like open access technologies, but they both suffered from owners who really, really not including myself, who just didn't have good vision and in lack humility,   Michael Hingson ** 44:43 yeah. How's that? There you go. Well, so not to go political or anything, but AI in general is interesting, and I know that there have been a lot of debates over the last few years about artificial. Intelligence and helping to make websites accessible. There are several companies like AudioEye, user way, accessibe and so on that to one degree or another, use AI. What? What? So in general, what do you think about AI and how it's going to help deal with or not, the whole issue of disabilities and web access,   Mike Paciello ** 45:22 yeah, and we're going to set aside Neil Jacobs thoughts on how he sees it in the future, right? Although I have to tell you, he gave me some things to think about, so we'll just set that to to the side. So I think what AI offers today is something that I thought right away when it started to see the, you know, the accessibes, the user ways, the audio, eyes, and all the other companies kind of delving into it, I always saw potential to how's this remediate a fundamental problem or challenge, let's not call it a problem, a challenge that we were otherwise seeing in the professional services side of that equation around web accessibility, right? So you get experts who use validation tools and other tools, who know about code. Could go in and they know and they use usability, they use user testing, and they go in and they can tell you what you need to do to make your digital properties right, usable and accessible. People with disabilities, all well and good. That's great. And believe me, I had some of the best people, if not the best people in the world, work for me at one time. However, there are a couple of things it could not do in it's never going to do. Number one, first and foremost, from my perspective, it can't scale. It cannot scale. You can do some things at, you know, in a large way. For example, if, if a company is using some sort of, you know, CMS content management system in which their entire sites, you know, all their sites, all their digital properties, you know, are woven into templates, and those templates are remediated. So that cuts down a little bit on the work. But if you go into companies now, it's not like they're limited to two or three templates. Now they've got, you know, department upon department upon department, everybody's got a different template. So even those are becoming very vos, very verbose and very plentiful. So accessibility as a manual effort doesn't really scale well. And if it does, even if it could, it's not fast enough, right? So that's what AI does, AI, coupled with automation, speeds up that process and delivers a much wider enterprise level solution. Now again, AI automation is not, is not a whole, is not a holistic science. You know, it's not a silver bullet. David Marathi likes to use the term, what is he? He likes the gold standard. Well, from his perspective, and by the way, David Marathi is CEO of audio. Eye is a combination of automation AI in expert analysis, along with the use of the integration of user testing and by user testing, it's not just personas, but it's also compatibility with the assistive technologies that people with disabilities use. Now, when you do that, you've got something that you could pattern after a standard software development life cycle, environment in which you integrate all of these things. So if you got a tool, you integrate it there. If you've got, you know, a digital accessibility platform which does all this automation, AI, right, which, again, this is the this is a forester foresters take on the the the daps, as they calls it. And not really crazy about that, but that's what they are. Digital Accessibility platforms. It allows us to scale and scale at costs that are much lower, at speeds that are much faster, and it's just a matter of like any QA, you've got to check your work, and you've got it, you can't count on that automation being absolute. We know for a fact that right now, at best, we're going to be able to get 35 to 40% accuracy, some claim, larger different areas. I'm still not convinced of that, but the fact of the matter is, it's like anything else. Technology gets better as it goes, and we'll see improvements over time periods.   Michael Hingson ** 49:49 So here's here's my thought, yeah, let's say you use AI in one of the products that's out there. And I. You go to a website and you include it, and it reasonably well makes the website 50% more usable and accessible than it was before. I'm just, I just threw out that number. I know it's random. Go ahead, Yep, yeah, but let's say it does that. The reality is that means that it's 50% that the web developers, the web coders, don't have to do because something else is dealing with it. But unfortunately, their mentality is not to want to deal with that because they also fear it. But, you know, I remember back in the mid 1980s I started a company because I went off and tried to find a job and couldn't find one. So I started a company with a couple of other people, where we sold early PC based CAD systems to architects, right? And we had AutoCAD versus CAD. Another one called point line, which was a three dimensional system using a y cap solid modeling board that took up two slots in your PC. So it didn't work with all PCs because we didn't have enough slots. But anyway, right, right, right. But anyway, when I brought architects in and we talked about what it did and we showed them, many of them said, I'll never use that. And I said, why? Well, it does work, and that's not the question. But the issue is, we charge by the time, and so we take months to sometimes create designs and projects, right? And so we can't lose that revenue. I said, you're looking at it all wrong. Think about it this way, somebody gives you a job, you come back and you put it in the CAD system. You go through all the iterations it takes, let's just say, two weeks. Then you call your customer in. You use point line, and you can do a three dimensional walk through and fly through. You can even let them look out the window and see what there is and all that they want to make changes. They tell you the changes. You go off and you make the changes. And two weeks later, now it's a month, you give them their finished product, all the designs, all the plots and all that, all done, and you charge them exactly the same price you were going to charge them before. Now you're not charging for your time, you're charging for your expertise, right? And I think that same model still holds true that the technology, I think most people will agree that it is not perfect, but there are a lot of things that it can do. Because the reality is, the Web Content Accessibility Guidelines, are all things that can be defined with computer code, whether it necessarily does it all well with AI or not, is another story. But if it does it to a decent fraction, it makes all the difference in terms of what you're able to do and how quickly you can do   Mike Paciello ** 52:52 it. Yeah, I can argue with that at all. I think any time that we can make our jobs a little bit easier so that we can focus where we should be focused. In this case, as you said, the expertise side of it, right to fix those complicated scenarios or situations that require a hands on surgical like Right? Expertise, you can do that now. You've got more hours more time because it's been saved. The only thing I would say, Mike, about what, what you just said, is that there with that, with that mindset, okay, comes responsibility. Oh, yeah, in this is where I think in everybody that knows anything about this environment, you and I have an intimate understanding of this. The whole overlay discussion is the biggest problem with what happened was less about the technology and more about what claims are being made. Yeah, the technology could do which you could not do in, in some cases, could never do, or would never, would never do, well, right? So if you create, and I would submit this is true in as a fundamental principle, if you create a technology of any kind, you must, in truth, inform your clients of of what it can and cannot do so they understand the absolute value to them, because the last thing you want, because, again, we live in a, unfortunately, a very litigious world. Right soon as there's   Michael Hingson ** 54:49 a mistake couldn't happen,   Mike Paciello ** 54:51 they'll go right after you. So now you know, and again, I don't I'm not necessarily just blaming the ambulance chasers of the world. World. I was talking to an NFP lawyer today. He referred to them in a different name, and I can't remember well, I never heard the expression before, but that's what he meant, right? Yeah, it's the salesman and the product managers and the marketing people themselves, who are were not themselves, to your point, properly trained, properly educated, right? It can't be done, what clearly could not be said, what should or should not be said, right? And then you got lawyers writing things all over the place. So, yeah, yeah. So, so I look people knew when I made the decision to come to audio eye that it was a make or break scenario for me, or at least that's what they thought in my mindset. It always, has always been, that I see incredible possibilities as you do or technology, it just has to be handled responsibly.   Michael Hingson ** 55:56 Do you think that the companies are getting better and smarter about what they portray about their products than they than they were three and four and five years ago.   Mike Paciello ** 56:08 Okay, look, I sat in and chaired a meeting with the NFB on this whole thing. And without a doubt, they're getting smarter. But it took not just a stick, you know, but, but these large lawsuits to get them to change their thinking, to see, you know, where they where they were wrong, and, yeah, things are much better. There's still some issues out there. I both know it that's going to happen, that happens in every industry,   Michael Hingson ** 56:42 but there are improvements. It is getting better, and people are getting smarter, and that's where an organization like the NFB really does need to become more involved than in a sense, they are. They took some pretty drastic steps with some of the companies, and I think that they cut off their nose, despite their face as well, and that didn't help. So I think there are things that need to be done all the way around, but I do see that progress is being made too. I totally   Mike Paciello ** 57:11 agree, and in fact, I'm working with them right now. We're going to start working on the California Accessibility Act again. I'm really looking forward to working with the NFB, the DRC and Imperato over there and his team in the disability rights consortium, consortium with disability rights. What DRC coalition, coalition in in California. I can't wait to do that. We tried last year. We got stopped short. It got tabled, but I feel very good about where we're going this year. So that's, that's my that's, that is my focus right now. And I'm glad I'm going to be able to work with the NFB to be able to do that. Yeah, well, I, I really do hope that it passes. We've seen other states. We've seen some states pass some good legislation, and hopefully we will continue to see some of that go on. Yeah, Colorado has done a great job. Colorado sent a great job. I think they've done it. I really like what's being done with the EAA, even though it's in Europe, and some of the things that are going there, Susanna, Lauren and I had some great discussions. I think she is has been a leader of a Yeoman effort at that level. So we'll see. Let's, let's, I mean, there's still time out here. I guess I really would like to retire,   Michael Hingson ** 58:28 but I know the feeling well, but I can't afford to yet, so I'll just keep speaking and all that well, Mike, this has been wonderful. I really appreciate you taking an hour and coming on, and at least neither of us is putting up with any kind of snow right now, but later in the year we'll see more of that.   Mike Paciello ** 58:45 Yeah, well, maybe you will. We don't get snow down. I have. We've gotten maybe 25 flakes in North Carolina since I've been here.   Michael Hingson ** 58:53 Yeah, you don't get a lot of snow. We don't hear we don't really get it here, around us, up in the mountains, the ski resorts get it, but I'm out in a valley, so we don't, yeah,   Mike Paciello ** 59:02 yeah, no. I love it. I love this is golfing weather.   Michael Hingson ** 59:05 There you go. If people want to reach out to you, how do they do that?   Mike Paciello ** 59:11 There's a couple of ways. Certainly get in touch with me at AudioEye. It's michael.paciello@audioeye.com   Michael Hingson ** 59:17 B, A, C, I, E, L, L, O,   Mike Paciello ** 59:18 that's correct. Thank you for that. You could send me personal email at Mike paciello@gmail.com and or you can send me email at web able. It's m passielo at web able.com, any one of those ways. And please feel free you get on all the social networks. So feel free to link, connect to me. Anyway, I try to respond. I don't think there's anyone I I've not responded to one form or another.   Michael Hingson ** 59:46 Yeah, I'm I'm the same way. If I get an email, I want to respond to it. Yeah, well, thanks again for being here, and I want to thank all of you for listening. We really appreciate it. Love to hear your thoughts about this episode. Please feel free to email. Me, you can get me the email address I generally use is Michael h i at accessibe, A, C, C, E, S, S, i, b, e.com, or you can go to our podcast page, which is Michael hingson.com/podcast, and there's a contact form there. But love to hear from you. Love to hear your thoughts, and most of all, please give us a five star rating wherever you're listening. We value your ratings and your reviews a whole lot, so we really appreciate you doing that. And if any of you, and Mike, including you, can think of other people that you think ought to be guests on the podcast, we are always looking for more people, so fill us up, help us find more folks. And we would appreciate that a great deal. So again, Mike, thanks very much. This has been a lot of fun, and we'll have to do it again.   Mike Paciello ** 1:00:44 Thanks for the invitation. Mike, I really appreciate it. Don't forget to add 10 Nakata to your list,   Michael Hingson ** 1:00:49 You have been listening to the Unstoppable Mindset podcast. Thanks for dropping by. I hope that you'll join us again next week, and in future weeks for upcoming episodes. To subscribe to our podcast and to learn about upcoming episodes, please visit www dot Michael hingson.com slash podcast. Michael Hingson is spelled m i c h a e l h i n g s o n. While you're on the site., please use the form there to recommend people who we ought to interview in upcoming editions of the show. And also, we ask you and urge you to invite your friends to join us in the future. If you know of any one or any organization needing a speaker for an event, please email me at speaker at Michael hingson.com. I appreciate it very much. To learn more about the concept of blinded by fear, please visit www dot Michael hingson.com forward slash blinded by fear and while you're there, feel free to pick up a copy of my free eBook entitled blinded by fear. The unstoppable mindset podcast is provided by access cast an initiative of accessiBe and is sponsored by accessiBe. Please visit www.accessibe.com . AccessiBe is spelled a c c e s s i b e. There you can learn all about how you can make your website inclusive for all persons with disabilities and how you can help make the internet fully inclusive by 2025. Thanks again for Listening. Please come back and visit us again next week.

Have One Leg Up for the ostomates that you know by helping take action and stop CMS from entering ostomy supplies into competitive bidding market! #MyAccessMatters https://www.ostomy.org/take-ac...

In this episode, Alan Condon, Editor-in-Chief at Becker's Healthcare, shares key takeaways from Tenet's strong Q2 performance, the rise of regional health system mergers, and new hiring initiatives at CMS focused on payment reform. He also previews upcoming earnings reports from other major for-profit systems and trends shaping the healthcare landscape.

In this episode of Talking Drupal Cafe, Stephen and Nic continue Talking Drupal #510's discuss about Drupal Hooks. They discuss the challenges, successes, and the importance of community collaboration in open-source projects. Nic also touches on the personal impact of working on Drupal core and the balancing act between contributing to the project and client work. Along the way, they share personal anecdotes, including a discussion on watches and coffee preferences. Watch this insightful conversation to better understand the evolution of Drupal hooks and the dedication behind core development. For show notes visit: https://www.talkingDrupal.com/cafe007 Topics Stephen Cross Stephen Cross is a seasoned Drupal developer, community advocate and content creator with over a two decades of experience building and optimizing web applications. In 2013 he founded and still hosts the Talking Drupal podcast, a community show where he's published over 500 interviews and deep-dives with core contributors, agency leads and end-users—helping drive best practices and innovation across the ecosystem. Capitalizing on his podcast production expertise, Stephen also offers end-to-end remote video podcast services: he handles all technical planning, multi-camera recording, post-production editing and distribution, so clients can focus solely on their content. He's used this service to help real-estate, fitness, interior-design and other niche shows establish polished, engaging interview- and panel-style programs. Outside of Drupal and media, Stephen is an horology enthusiast, he collects Casio and mechanical watches, and is a Linux and Raspberry Pi enthusiast. Nic Laflin Nic Laflin is an accomplished Drupal architect and the founder of nLightened Development LLC, a web development and design firm established in 2008 that leverages highly extensible CMS frameworks to solve complex business challenges. They've been working with Drupal since late 2008, delivering creative solutions for a diverse roster of clients—from government agencies and e-commerce platforms to higher-education institutions and HIPAA-compliant medical services. Recently, Nic has focused on Native Web Components for platform-agnostic design, and has deep experience integrating AWS and building mobile application back ends. A recognized Drupal guru, Nic speaks regularly at regional Drupal camps and co-hosts the Talking Drupal podcast, where they share best practices and innovations with the community. Outside of technology, Nic enjoys building with LEGO, experimenting in the kitchen, and designing home automation projects. You can learn more at www.nlightened.net. Discussing the Game Blueprints Drupal Hooks and Core Contributions Procedural vs Object-Oriented Hooks Challenges and Project Management Bulk Conversion and Future Steps Scaling Back and Procedural Hooks Challenges and Lessons Learned Balancing Core Contributions and Client Work Documentation and Community Awareness Impact on Client Work Core Committers and Project Management Coffee Preferences and Personal Interests Conclusion and Final Thoughts Guests Nic Laflin - nLighteneddevelopment.com nicxvan Stephen Cross - StephenCross.com

When it comes to HHS, hundreds of thousands of people have either been fired or left on their own volition as the Trump administration has sought to streamline the federal bureaucracy and reimagine the very idea of career civil service.Some companies have tried to take advantage of the brain drain, such as one 2025 MM+M Agency 100 honoree.In April, Avalere Health announced a number of personnel moves – including the appointment of Mark Newsom to its advisory team. Most recently, Newsom served as the deputy group director for the Centers for Medicare and Medicaid Services (CMS) in the Biden administration. Newsom also previously served in leadership posts at CMS under Presidents George W. Bush and Barack Obama.In a conversation with our pharma editor Lecia Bushak, Newsom talks about making the jump to the world of medical marketing and how he plans to utilize his experience leveraging data to improve operational performance, inform business strategy and evaluate policy decisions.For the Trends segment, our summer intern Lola Offenback fills us in on how medical marketing agencies are treating their summer interns ahead of National Intern Day. Step into the future of health media at the MM+M Media Summit on October 30th, 2025 live in NYC! Join top voices in pharma marketing for a full day of forward-thinking discussions on AI, streaming, retail media, and more. Explore the latest in omnichannel strategy, personalization, media trust, and data privacy—all under one roof. Don't wait—use promo code PODCAST for $100 off your individual ticket. Click here to register! AI Deciphered is back—live in New York City this November 13th.Join leaders from brands, agencies, and platforms for a future-focused conversation on how AI is transforming media, marketing, and the retail experience. Ready to future-proof your strategy? Secure your spot now at aidecipheredsummit.com. Use code POD at check out for $100 your ticket! Check us out at: mmm-online.com Follow us: YouTube: @MMM-onlineTikTok: @MMMnewsInstagram: @MMMnewsonlineTwitter/X: @MMMnewsLinkedIn: MM+M To read more of the most timely, balanced and original reporting in medical marketing, subscribe here.

When new technology is introduced, people may not take advantage of the advanced capabilities. The transition to a Zero Trust methodology is causing federal leaders to abandon traditional methods of compliance.  Keith Busby from CMS sums up the problem nicely.  Some of the systems he supports serves the needs of 150 million Americans.  If they don't leverage the capabilities of the cloud, then they will never be able to move to a much more secure Zero Trust Architecture. Shane Barney from USCIS provides even more shocking numbers.  He casually mentions on his log information today is as high as 20TB!  In order to finance this transformation, Sanjay Koyani from the Department of Labor suggests that agencies take advantage of the Technology Modernization Fund. In fact, they got 15 million from the TMF to enable their digital transformation. Today's discussion provides ways to overcome the challenges of massive data sets by leveraging innovation in cloud management tools.

CMS drastic plan for eliminated federal funding; noted civil rights attorney dies

Zach Chahalis, VP of SEO at Apartments.com, joins Ross Hudgens for a deep dive into the high-stakes world of real estate SEO—where listings change daily, pages balloon into the hundreds of thousands, and competition is cutthroat across every SERP. They explore how Zach's team manages SEO at scale, including 75+ site migrations, advanced internal linking via entity modeling, and custom AI agents built to streamline content operations. From avoiding redirect chains to handling rental “orphan pages,” this episode is packed with hard-earned lessons for SEOs working at enterprise scale. Plus: duplicate content, the future of AI search in real estate, and why your site should never go through a migration before Black Friday. Show Notes 0:08 – Zach's role at Apartments.com and SEO in high-competition markets 1:00 – Biggest pitfalls in site migrations: communication and redirect logic 2:00 – Why bad redirect chains are like sending mail to your old address 3:39 – What to expect from traffic drops post-migration 5:06 – The difference between redesigns, CMS moves, and full migrations 7:42 – How entity linking models boost internal linking and relevance 9:55 – The user and SEO value of cross-linking neighborhood/location pages 11:51 – How Zach's team measures and improves internal page authority 13:17 – Their in-house SEO testing program and what they've learned 15:01 – When they ignore positive SEO test results to preserve UX 16:41 – Managing orphaned rental pages and lifecycle SEO logic 19:05 – What they show users when listings go offline 21:24 – When to 404 vs. redirect in real estate or e-commerce 23:37 – Competing in a duplicate content world: data + experience wins 25:56 – Using proprietary data (e.g., 3D tours) to differentiate listings 27:28 – Real estate's slower exposure to AI Overviews 28:19 – AI as productivity booster: writing, research, and landlord tools 30:46 – How internal teams use AI to speed up editorial content creation 33:50 – Why real estate is less impacted by AI than other verticals 35:59 – Indexing the long tail: 250K+ neighborhoods, 40K city pages 37:55 – Agentic workflows: surfacing internal data to speed up content 40:58 – How AI flags Fair Housing violations before content goes live 42:48 – Building secure, proprietary pipelines for real estate data 44:03 – Where to find Zach online Show Links Zach Chahalis on LinkedIn: https://www.linkedin.com/in/zacharychahalis Zach's website: https://www.zacharychahalis.com Hyperlocal Content from a National Lens deck: https://speakerdeck.com/zjchahalis/hyperlocal-content-from-a-national-lens Apartments.com: https://www.apartments.com/Subscribe today for weekly tips: https://bit.ly/3dBM61f Listen on iTunes: https://podcasts.apple.com/us/podcast/content-and-conversation-seo-tips-from-siege-media/id1289467174 Listen on Spotify: https://open.spotify.com/show/1kiaFGXO5UcT2qXVRuXjsM Listen on Google: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9jT3NjUkdLeA Follow Siege on Twitter: http://twitter.com/siegemedia Follow Ross on Twitter: http://twitter.com/rosshudgens Directed by Cara Brown: https://twitter.com/cararbrown Email Ross: ross@siegemedia.com #seo | #contentmarketing

Substance abuse is a pervasive issue with profound implications for hospitals.It has been estimated that up to 25 percent of hospitalized patients have a substance abuse disorder. And up to 44 percent of these patients abuse some substance during hospitalization. The annual estimated hospital cost for treating substance abuse disorders is as high as $13 billion.But it's not limited to patients, according to physician and attorney Dr. John K. Hall, who will be the special guest during the next live edition of Talk Ten Tuesdays.According to Dr. Hall, estimates show that up to 15 percent of physicians and 20 percent of nurses also have a substance abuse disorder. It affects patient outcomes, hospital operations, financial health, and the broader healthcare system. The complexity of substance use disorders requires a nuanced understanding of diagnostic categories, accurate coding, and awareness of the legal and employment ramifications.The popular weekly Internet broadcast will also feature these additional instantly recognizable panelists, who will report more news during their segments:• Social Determinants of Health: Tiffany Ferguson, CEO for Phoenix Medical Management, Inc., will report on the news that is happening at the intersection of medical record auditing and the SDoH;• CDI Report: Cheryl Ericson, Director of clinical documentation integrity (CDI) for the vaunted Brundage Group, will have the latest CDI updates;• The Coding Report: Christine Geiger, Assistant Vice President of Acute and Post-Acute Coding Services for First Class Solutions, will report on the latest coding news;• News Desk: Timothy Powell, ICD10monitor national correspondent, will anchor the Talk Ten Tuesdays News Desk; and• Point of View: Dr. James S. Kennedy, who will be sitting in for Angela Comfort, will report on a topic that has captured his attention.

CMS is rolling out prior authorization for traditional Medicare. This Revenue Cycle Optimized panel breaks down what the WISeR model means for providers, how AI is involved, and what steps to take now—whether you're in a test state or watching for what's next.Brought to you by www.infinx.com

Many current utilization management processes lack the transparency, speed and interoperability needed to meet current requirements — and the stakes for health plans are rising as CMS-0057 deadlines loom.This podcast breaks down new national research on UM practices across payer organizations, offering a clear-eyed view of what's working, what's not and where change is most needed.Leaders will also explore how AI-assisted technologies could help health plans get ahead of future interoperability challenges, including those tied to CMS-0057.Key insights include:Where UM processes are breaking down across health plans and care settingsHow AI-assisted tools could reduce delays and improve alignment now and in the futureReal-world takeaways to improve speed, transparency and readiness ahead of CMS-0057

This week I Talk About The Death & Rebirth Of The HomePage [powerpress]

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Buying another agency sounds like a shortcut to scale — but if you skip the wrong step or miss the wrong promise, you might inherit more problems than profit. But how do you actually approach due diligence to ensure a seamless, profitable acquisition? Today's featured guest learned these lessons the hard way. What started as a promising deal quickly revealed cracks, forcing him and his partner to navigate unexpected challenges to pull the agency through. In the process, he discovered the key questions you must ask before buying another agency and the hidden details that can make or break your investment. If you're an agency owner thinking about using acquisitions as a growth strategy, today's conversation will equip you with real-world insights to avoid costly mistakes and set your agency up for a smoother, successful expansion. Matt Marchetta is an agency owner with two decades of experience who recounts his journey in the industry, from starting his first web design business in high school to pivoting into e-commerce and ultimately becoming a digital nomad. He teamed up with a partner to acquire Growth Labs, a lead generation shop focused on outbound. He goes over some of the challenges and crucial lessons learned during the acquisition process, particularly concerning due diligence, unforeseen client guarantees, and the original owner's significant personal brand influence on the agency's client base. In this episode, we'll discuss: Why buy another agency in the first place? Due diligence traps that cost real money. The ROI guarantee that almost blew up the deal. 4 questions you must ask before your next acquisition Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. From Solo Hustle to Ecom Growth Machine Matt started his agency journey as a kid who just wanted to work for himself and quickly learned the hard way—like many do—that running a business isn't just about being good at the work, it's about learning the business of business. It's a time he remembers fondly as a great foundation for his business education. He pivoted early from generalist design and dev work into e-commerce, riding that wave as it grew. Over time, he layered in Facebook ads, video production, and photography to support product marketing for his clients. And while many were stuck in offices, Matt was ahead of the curve, running remote from day one, carving out a lifestyle business that let him travel, stay flexible, and keep agency life fun. In fact, he never thought seriously about the possibility of selling his agency, since it's something he really enjoys doing and didn't think he'd ever get an offer that would compare to what he thinks it's worth. Why Buy an Agency? So why would a guy who loves the freedom of his own agency buy another one? Simple: leverage and evolution. Matt and his current business partner decided it was time to level up their respective agencies. They were both tired of being generalists and saw an opportunity to specialize, automate, and potentially transition out of day-to-day client grind by acquiring a business with the right foundation. They didn't go hunting for a big fish they couldn't afford. Instead, they targeted a sub-seven-figure agency they could buy at a fair multiple, with the goal of systemizing and growing it. Enter Growth Labs, an outbound lead gen agency specializing in cold email marketing. What They Looked For Before the Purchase Matt and his partner moved fast but smart: Profit and Loss: They dug into five years of P&Ls, noticing the typical COVID spike, post-spike drop, and finally profitability as the owner prepared to sell. Adbacks Reality Check: The books had plenty of “personal expenses” that, once removed, showed a clearer, stronger profit picture. Pipeline and Clients: They signed an NDA to peek at client lists, learning that the agency's lead gen often came from the owner's personal brand and reputation—great for credibility, but also something they'd need to replace with systems. Recurring vs. One-Off: They checked churn, recurring revenue, and how the business handled its leads and delivery so they wouldn't be buying a leaky bucket. Fast Close, Strategic Future In true operator fashion, Matt and his partner put in an offer quickly (about three weeks after initial discussions) and agreed on a 1.3x EBITDA multiple. They wanted the former owner to stick around for a transition period, ensuring continuity while they layered in their own systems and strategic direction. Everything looked clean. The seller had a strong personal brand. The books checked out (after adbacks). The plan was clear: earnout over three years, phased transition, and keep the seller involved for 12 months to ensure smooth client handoff and he agreed to do it. Then the cracks appeared. The ROI Guarantee Bomb While poking around Slack before the official handover, Matt found discussions about an ROI guarantee with a disgruntled client. The seller brushed it off as a “Horoszi-level mistake from years back.” No big deal, right? Wrong. Turns out, most new client contracts still included these ROI guarantees—often unwritten, often unenforceable, and often unrealistic. Combine that with underperforming cold email campaigns, and you have a recipe for churn, complaints, and a legal minefield. What was supposed to be a 2-month campaign turned into 12-month obligations with clients expecting a magical ROI that the agency couldn't verify, let alone control. 4 Lessons Matt Learned (So You Don't Have to) In hindsight, Matt admits they moved too fast. A few weeks wasn't enough because due diligence should take longer than you think. His advice for agency owners is not to feel pressured—take the time to ask uncomfortable questions and look for patterns and keep these 4 aspects in mind: Don't just check contracts. Check promises. Matt discovered clients were sticking around for the wrong reasons—and the wrong terms—due to handshake promises that should've been flagged during due diligence. Thoroughly analyze client data and churn patterns. Analyze the available metrics to determine whether or not clients are actually reaching goals. In his case, Matt found that using AI would've helped him uncover that consistent MRR masked a perfect churn pattern: lose three clients, gain three clients, every month. AI could've shown these patterns in minutes. Expect that when the seller leaves, 80-90% of their lead gen leaves with them. If the agency's pipeline depends on the owner's personal brand, you need a plan to replace that before you wire funds. Dig deeper into why the seller is selling—and why they started. Was the agency a real business solving a real need, or just a personal brand ATM for the founder? That origin story tells you how the business was run and what baggage you're buying. The Silver Lining Was it all doom and gloom? Nope. Matt discovered that despite the outdated “spray and pray” cold email approach, the agency's foundations were solid: a capable team, strong email infrastructure, and processes that could be upgraded with AI personalization and scalable systems. Instead of throwing in the towel, Matt is now rebuilding Growth Labs into a smarter, tech-enabled lead-gen agency aligned with the future, not the past. And despite the headaches, Matt and his business partner are still hungry for more acquisitions, now with clear systems and smarter questions in hand. They're even considering rolling up a group of specialist agencies as their next move. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Health Affairs' Jeff Byers welcomes Ryan Golden, Senior Reporter at HR Dive, to the pod to discuss workforce trends within the health care space pertaining to artificial intelligence, recruitment, overtime eligibility requirements, pay transparency, noncompete agreements, remote work, RTO policies, and more.This week, Health Affairs released their second Insider trend report focusing on the health care workforce, titled "The Health Care Workforce: A Challenge In Sustainability."Become an Insider today to get access to our trend reports, events, and exclusive newsletters. Related Links:What HR pros need to know about AI in the workplace (HR Dive)

CMS instructs principals on what to do it ICE shows up on campus; Congress takes away public broadcasting funding; JCSU football predictions

In this second take on episode host Stacey Richter speaks with Dr. Tom Lee, founder of One Medical and Galileo. The discussion centers on the survival of independent primary care practices in the current healthcare economy, the associated challenges, and the paradox of primary care.  Topics include reducing ER visits, managing downstream specialty spend, and the imbalance between CMS and commercial carrier payments to primary care practices.  Dr. Lee highlights the importance of 'enlightened leadership' and a 'value-focused mindset' in balancing efficient service operations with quality care. He also touches on the complexities of integrating technology and human-centered care, the importance of operational efficiency, and the challenges posed by current reimbursement models. For a bonus sidebar conversation with Dr. Lee, click here. === LINKS ===

You may be vacationing, but the folks at CMS are hard at work getting ready for the next school year. It's just around the corner and before the bell rings, we spend an hour with CMS Superintendent Dr. Crystal Hill to discuss the many concerns the district will face, including the presence of ICE agents, absenteeism, and the issue of frozen federal funds.

We caught up with John Hays, from Queen Mary's University, and John Andrew from Advanced Power Technology.More about both intervieweesJonathan Hays is a Professor of Physics at Queen Mary University of London, where he is the head of the Particle Physics Research Centre. His research interests rest mainly with high energy particle physics, having been involved with research at the Large Hadron Collider for many years on the CMS and ATLAS experiments and at the Fermilab Tevatron before that. His main focus now is on low background experiments measuring neutrinos and searching for dark matter.Alongside this, he has had a strong involvement in large-scale computing for over two decades as a user, developer, provider and now as Science Director of STFCs IRIS Federation - that coordinates and provides access to large-scale compute and data services across the science remit of STFC.He is also Project lead for the National Federated Compute Services NetworkPlus Project that aims to provide a community driven roadmap for the future of a truly national joined up computing and data service serving users across the broad UKRI portfolio. Sustainable computing is a key part of this and he has been involved in multiple projects investigating how to achieve this through measuring, monitoring, and mitigating the impact of our scientific endeavours on the environment.About Queen Mary University of London  Queen Mary University of London, a research-intensive Russell Group university based in East London, is one of the top universities in the world. The University climbed 35 places in two years in the QS World University Rankings and is now ranked 110th in the 2026 rankings. It is also a top 100 global university and top 10 UK university for the second year running in the 2025-26 US News and World Report Best Global Universities rankings, and is ranked 24th in the world for the quality of its research and 11th in the world for international outlook.At Queen Mary University of London, there is a strong belief that a diversity of ideas helps achieve the previously unthinkable. Throughout the University's history, it has fostered social justice and improved lives through academic excellence. It continues to live and breathe this spirit today, not because it's simply ‘the right thing to do' but for what it helps be achieved and the intellectual brilliance it delivers.The University's reformer heritage informs its conviction that great ideas can and should come from anywhere, an approach that has brought results across the globe, from the communities of East London to the favelas of Rio de Janeiro. Queen Mary University of London continues to embrace diversity of thought and opinion in everything it does, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.John Andrew, Technical Sales Manager, APTWith a strong focus on energy efficiency, innovation, modular design, and scalability, John has helped organisations design and implement high-performance, future-ready data centres that meet both operational and environmental goals. Specialising in modular and on-premises data centre solutions, he combines technical knowledge with practical experience to support clients in achieving resilient, efficient, and sustainable IT Deployments.APTEstablished in 1990, Advanced Power Technology is an award-winning provider of Energy Efficient Critical Power and Cooling Systems. We select the best technology from our partners to engineer and implement highly efficient, sustainable solutions, for our customers.We are experts in designing, building and supporting Data Centres, Modular Data Centres, UPS Systems, and Prefabricated Switchgear. We always strive to implement the most resilient, yet energy efficient solution. 

Enrollment in Medicare Advantage plans is projected to reach about 35.7 million, according to a 2025 Senate Finance Committee report. Yet, many startup and midsize organizations face steep technical and regulatory hurdles when launching or scaling operations. As part of the broader healthcare payer enterprise landscape, these plans must manage compliance, claims adjudication, risk adjustment, and reporting. This requires robust software systems that can handle increasing complexity without driving up overhead. How can small and midsize organizations offering Medicare Advantage plans compete and scale effectively in a highly regulated, data-heavy environment?On this episode of I Don't Care, host Dr. Kevin Stevenson welcomes Chris Stanley, CEO and founder of Strategic Healthcare Management Systems (SHMS), for a deep dive into the software and operational needs of the healthcare payer enterprise. They explore how the company helps payer organizations manage everything from enrollment and risk adjustment to claims automation and regulatory reporting through a vertically integrated platform that scales fast.Key HighlightsAutomating Compliance and Operations: SHMS enables 90% reductions in staff needs for adjudication by automating plan operations, CMS risk submissions, and audits.Supporting Startup and Mid‑Sized Organizations: The company specializes in guiding small and midsize organizations within the healthcare payer enterprise from licensure through go-live, often within four months.Future‑Proofing with AI: Stanley outlines plans to integrate AI for fraud detection, contract optimization, and risk adjustment—moving from proof of concept toward scalable innovation.Chris Stanley is the CEO and Founder of Strategic Healthcare Management Systems, where he has spent nearly two decades building scalable software solutions for Medicare Advantage and payer operations. His career spans roles in software engineering, product management, and healthcare IT at organizations including WebMD, RATA Associates, and Informa. He specializes in helping healthcare payer organizations streamline operations and meet compliance standards, with deep expertise in data systems, claims processing, and regulatory reporting.

Follow us on LinkedIn & subscribe to our bi-weekly ecommerce newsletter:https://www.linkedin.com/company/inside-commerce/Podcast summary:This conversation explores the future of Content Management Systems (CMS) in ecommerce, focusing on the evolution of page builders, the impact of headless CMS, and the integration of Gen AI in content generation.The discussion highlights the varying needs of businesses based on their size and type, the constraints of native page builders, and the importance of structured data and business agility. A case study on Jamie Oliver's migration to a headless CMS illustrates the practical benefits and challenges of such transitions. The conversation concludes with insights on the evolving role of Product Information Management (PIM) systems and future trends in the CMS landscape.Key takeaways1. The future of CMS in e-commerce is evolving rapidly.2. Not all brands prioritize content in the same way.3. The role of a CMS varies significantly by business type.4. Native page builders have inherent constraints.5. Headless CMS offers flexibility and scalability.6. Gen AI is transforming content management processes.7. Business agility is essential for adapting to changes.8. PIM systems are evolving beyond just product data management.9. Structured data is crucial for leveraging AI effectively.10. Empowering clients through technology enhances their capabilities.Chapters:[00:00] The Future of CMS in Ecommerce[01:44] Understanding the Role of CMS by Business Type[07:11] Constraints of Native Page Builders[12:35] Evolution of CMS Platforms and Headless Solutions[15:40] Impact of Gen AI on Content Management[21:05] Navigating Ecosystem Choices[24:15] The Speed of Change in Technology[25:52] CMS Evolution and the Role of PIM[29:18] Headless CMS: When and Why?[32:48] Empowering Clients Through Technology[38:05] Future Trends in CMS and Ecommerce

The Department of Health and Human Services resumes layoffs following a recent Supreme Court ruling. Physicians could see a Medicare pay increase in a CMS proposed rule. And, shareholders approve Walgreens go-private deal with a private equity company. Those stories and more coming up on today's episode of the Gist Healthcare podcast. Hosted on Acast. See acast.com/privacy for more information.

Attention, calling all coders!Is your hospital compliantly following all the the steps in the Condition Code W2 process?It's imperative to understand all the details that must be followed, no matter how complex and daunting.Implementation is mandated by the Centers for Medicare & Medicaid Services (CMS). Participation is not optional. So take a moment and ask yourself: are your attending physicians re-billing for Medicare Part B patients?During the next live edition of the popular live Internet broadcast Talk Ten Tuesdays, the Medical Director of Phoenix Medical Management, Inc., Dr. Juliet Ugarte Hopkins, will walk you and your team through the requirements that need to be followed for Medicare Part B re-billing.The popular Internet broadcast will also feature these additional instantly recognizable panelists, who will report more news during their segments:• Social Determinants of Health: Tiffany Ferguson, CEO for Phoenix Medical Management, Inc., will report on the news that is happening at the intersection of medical record auditing and the SDoH;• The Coding Report: Christine Geiger, Assistant Vice President of Acute and Post-Acute Coding Services for First Class Solutions, will report on the latest coding news;• News Desk: Timothy Powell, ICD10monitor national correspondent, will anchor the Talk Ten Tuesdays News Desk; and• MyTalk: Angela Comfort, veteran healthcare subject-matter expert, will co-host the long-running and popular weekly Internet broadcast. Comfort is the Assistant Vice President of Revenue Integrity for Montefiore Health.

In this episode, Suzanne Spradley and Chase Cannon discuss the No Surprises Act (NSA) and its impact on out-of-network (OON) billing, with the independent dispute resolution (IDR) process at its core. Suzanne starts with an outline of the NSA and OON billing, how surprise bills arise, and how the IDR process is meant to help with carrier and provider disputes on bill payment amounts. Suzanne and Chase discuss CMS's involvement and the data gathered, shedding light on how IDR entities are selected, how disputes are handled, who's winning, and the amounts being paid. The two close with a discussion of the fairness of the process and the impact on healthcare costs for employers and their group health plans.

This week I Talk About Having An Affiliate Program [powerpress]

Don't miss the ASG Podcast cheat sheet on keeping in touch with client the old-fashioned way – through mail.

Jump AI has announced a recent partnership with Osaic, and now is the time to get going with introducing artificial intelligence into your financial practice. Our special guest, The Head of Sales Tobin Bennion from Jump AI, dives into multitude of reasons why you should engage with AI in your practice, and how it can benefit your relationship with your clients. Learn more about post client meeting workflows, high quality meeting summaries, and how to identify tasks.  See if you too can save up to 10 hours per week when you introduce ai.   https://jumpapp.com/partners/osaic

In this episode of HIPcast, Brendan Keeler, shares his experience participating in the CMS RFI listening session focused on advancing interoperability, patient access, data exchange, and the digital health product ecosystem. We learn how CMS is leading this effort under the current administration and engaging many agencies and stakeholders to identify priorities. #HIPcast with Shannan and Seth. Follow Brendan Keeler on Social:LI: https://www.linkedin.com/in/brendan-keeler/ Twitter: https://x.com/healthapiguyHIPcast brought to you by Enterprise Social RecordShow Sponsor:MROLearn more at www.mrocorp.com

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Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Is churn currently a problem with your agency clients? Are you aware of the reasons they decide to leave? It may be time to think hard about your onboarding process, client communication, and generally the ways you're ensuring client satisfaction. The difference often comes down to positioning: are you operating as a trusted advisor or simply completing tasks? Today's special guest knows that agencies that prioritize client satisfaction, embrace accountability, and focus on becoming trusted advisors rather than mere task completers are the ones that create truly loyal clients. As our Agency Scale Specialist, Darby Copenhaver, has closely observed the growth trajectories of numerous mastermind members and constantly communicates with them in their journeys. In this conversation, he and Jason get into the importance of strong communication and transparent onboarding processes to combat buyer's remorse and build trust. They also address the strategic use of AI to enhance efficiency and results, stressing that while AI can automate tasks, human connection and understanding clients' evolving needs remain paramount for long-term partnerships. In this episode, we'll discuss: How to prevent your clients' buyer's remorse. Your onboarding might be the problem. Stop ignoring current clients. Your secret retention weapon: ongoing discovery. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Why Your Clients Might Not Love You (Even if You're Getting Results) Ever feel like you're crushing it for clients, but then they ghost you or churn unexpectedly? There are several reasons why this could be happening and ways to stop it before it kills your momentum. Here's the truth: buyers remorse sets in immediately after a client signs. It's your job to kill that remorse with rock-solid communication and a frictionless onboarding experience. Most agencies think they're good communicators because they answer emails. But clients want more than tasks checked off. They want to feel seen, understood, and confident they made the right decision. If you're not proactively communicating wins (and misses), or if you let your PMs control the narrative without your oversight, you're setting yourself up for churn, no matter how “good” your delivery is. Your Onboarding Might Be Pushing Clients Away As Jason knows from recent experiences as a client, most agencies' onboarding is just an exhausting homework dump on clients who already told you their goals in the sales calls you recorded. Why are you making them repeat themselves, fill out giant forms, or wait for your scattered follow-ups? Your clients didn't hire you to do more work. They hired you to get results while saving them time. Break your onboarding into clear, easy phases, Reset expectations, Use the data you already have (like call transcripts and AI sorting) to fill in the blanks yourself. If you set clear timelines, communication rhythms, and how success will be measured in that first meeting, you'll position yourself as a trusted advisor, not another vendor barking for “assets” they've already shared. This is what makes clients relieved to work with you instead of stressed. Communication: Simple, But Rarely Done Right It's so important for any business to show that you're trustworthy, and you'll show that by doing what you say you'll do, when you say you'll do it. Too many agencies fail to communicate delays, let tasks slip, and think a monthly dashboard is enough. It's not. Dashboards alone mean nothing to most clients. Some need a quick Loom, some need Slack check-ins, others need a simple “Here's what we did, what's next, and why it matters.” Customizing your communication style shows your clients you're paying attention to them, not just copy-pasting your agency SOPs onto their business. This is how you become a trusted advisor, the person they call with challenges (not just tasks). That's how you become irreplaceable. So, which measures are you implementing at your agency to ensure - not just assume - that you know your clients are happy, not only with the results presented but also the overall experience? Want Clients to Stick Around? Be Human When was the last time you called a client you didn't personally sell or deliver on, just to check in and say, “Hey, I'm the CEO, here's my number if you need anything”? Most agencies never do this, but it's one of the simplest ways to build relationships that survive budget cuts and economic slowdowns. If clients only see you as a transaction, you're the first thing to get cut. If they see you as a partner, they'll fight to keep you. Want to take it further? Fly out and have dinner with your top clients once a year. Exchange stories, show them you care, and watch how your retention and upsells climb. Stop Leaving Money on the Table by Ignoring Current Clients Agencies love to yell, “We need more leads!” But often, your easiest growth is sitting right in front of you. If your clients trust you, they'll come to you with new problems—many of which you can solve or connect them with someone who can. This positions you as a problem solver, not an order taker. Instances like this are a great opportunity to be strategic, guide them, and reinforce how much you value the relationship. Results are awesome, but that value is what will take from being transactional to being a value relationship they'll fight to keep in times of economic uncertainty. Why Ongoing Discovery Is Your Secret Retention Weapon If you're selling to clients you can't grow with, you're setting yourself up for frustration. Too many agencies say “yes” to clients who aren't ready, don't want help, or can't commit to scaling. It's like hiring a personal trainer while refusing to stop eating cake every night. They might pay you, but they won't get results—and they'll blame you when they don't. And what about after you've found the right clients? Darby believes too many agencies forget that discovery isn't just for the sales process. Every client interaction should be a sort of ongoing discovery. Agencies that retain and grow accounts are constantly in ongoing discovery mode. As you bring success to clients their needs will evolve, their businesses shift, and what worked four months ago might be irrelevant today. If you're not in tune with those shifts, your agency becomes stale, and you'll get replaced. A challenge for agency owners: How are you staying aware of what's changing in your clients' businesses? Are you proactively checking in, asking about priorities, and aligning your services to what's happening right now? Or are you stuck on autopilot, delivering what they hired you for while missing what they actually need today? Stay curious, stay in discovery, and you'll stay essential. Communication Clarity: 411 vs. 911 To prevent the typical disconnect when clients are unsure of who to reach out to and for what, Darby and Jason recommend this simple but powerful tactic brought by Agency Mastery member, Travis. He tells clients exactly who to reach out to for “411” (info & updates) vs. “911” (emergencies). This eliminates confusion, speeds up communication, and prevents small issues from turning into big frustrations. And when you mess up—and you will—own it fast. Clients don't want spin or silence. They want the truth — fast. One agency Jason used messed up an ad so badly it was embarrassing, and instead of calling to own it, they hid behind Slack messages. Don't be that agency. Mistakes happen. What matters is how quickly and humanly you fix them. Be Human. Clients Crave It. At the heart of retention and growth is human connection. If your agency relationships feel like sterile transactions, you're replaceable. Clients want to feel seen and understood. If everything you share sounds like sugarcoated wins while their results lag, they'll start doubting you. Long-term, high-value clients come from humanizing your interactions—having real conversations, admitting mistakes, sharing wins, and being upfront about challenges. Clients don't want perfect robots; they want partners they trust. Don't Fear AI - Use It to Win Do clients want their agencies to use AI? Overwhelmingly, yes. They just don't what you to use it just to write articles and create crappy images, brands want their agencies using AI to get better results. According to a survey conducted by Audience Audit, 77% of brands are more likely to hire an agency seen as an AI expert, yet only 32% think their current agency is. This is a massive opportunity. But here's the key: don't use AI as a crutch to replace human strategy. Use it to collect, analyze, and interpret data faster so you can bring clients valuable insights and make micro-adjustments that drive real results. Clients want done-for-you solutions that leverage AI under the hood while preserving a human relationship on the front end. Just remember that clients don't care about your systems, your dashboards, or your internal processes if they don't lead to results. They want outcomes with as little friction as possible. AI can help you cut busywork, speed up insights, and refine strategy—but it's your human understanding and relationship that keeps clients paying, referring, and expanding their contracts. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Ready for a better commission tracking solution? Don't miss our episode featuring suggestions on tracking your hard-earned commissions.   Register for your FREE RitterIM.com Account   Contact the Agent Survival Guide Podcast! Email us ASGPodcast@Ritterim.com or call 1-717-562-7211 and leave a voicemail.   Resources: AHIP Test Tips and Tricks for Medicare Certification Building the Foundation for Success ft. Roy Snarr Four Reasons Why Ritter Should Be Your FMO Insurance Agency How to Avoid Using Elderspeak Operating From a People-First Mentality ft. Scott Zimmerman The Best Appointment Schedulers for Insurance Agents The Difference Between Medicare & Medicaid: What That Means for Insurance Agents The Ultimate Agent Resource List Pt. 3: Staying Organized What Are Agents Responsible for Under HIPAA?   References: “Agencybloc Commissions Management.” Agencybloc.Com, AgencyBloc, www.agencybloc.com/commissions-management/. Accessed 10 June 2025. “AgencyComp Commissions Tracker.” Agencycomp.Com, AgencyComp, agencycomp.com/. Accessed 10 June 2025. “Commissionly Sales Commission Software.” Commissionly.Io, Commissionly, www.commissionly.io/. Accessed 10 June 2025. “Excel Help & Learning.” Support.Microsoft.Com, Microsoft Support, support.microsoft.com/en-us/excel. Accessed 23 June 2025. “Excel Quick and Simple Charts Tutorial.” YouTube.Com, YouTube, www.youtube.com/watch?v=TfkNkrKMF5c. Accessed 23 June 2025. “How to Create a Chart in Microsoft Excel: Step-by-Step Guide.” wikiHow.Com, wikiHow, 31 Dec. 2024, www.wikihow.com/Create-a-Graph-in-Excel. “How to Create Excel Charts and Graphs.” Blog.Hubspot.Com, HubSpot Blog, blog.hubspot.com/marketing/how-to-build-excel-graph. Accessed 23 June 2025. “Medicare Marketing Guidelines.” CMS.Gov, Centers for Medicare & Medicaid Services, www.cms.gov/medicare/health-drug-plans/managed-care-marketing/medicare-guidelines. Accessed 23 June 2025. “Medicare PRO CRM.” Medicareproapp.Com, Medicare PRO, www.medicareproapp.com/. Accessed 10 June 2025. “Radius Agency Management System.” Radiusbob.Com, Radius, www.radiusbob.com/. Accessed 10 June 2025.   Follow Us on Social! Ritter on Facebook, https://www.facebook.com/RitterIM Instagram, https://www.instagram.com/ritter.insurance.marketing/ LinkedIn, https://www.linkedin.com/company/ritter-insurance-marketing TikTok, https://www.tiktok.com/@ritterim X, https://x.com/RitterIM and YouTube, https://www.youtube.com/user/RitterInsurance       Sarah on LinkedIn, https://www.linkedin.com/in/sjrueppel/ Instagram, https://www.instagram.com/thesarahjrueppel/ and Threads, https://www.threads.net/@thesarahjrueppel    Tina on LinkedIn, https://www.linkedin.com/in/tina-lamoreux-6384b7199/    Not affiliated with or endorsed by Medicare or any government agency. 

(Antevíspera del Día del Padre en Uruguay) «Hasta hace cosa de un siglo... el padre era la autoridad suprema —escribe el columnista colombiano Daniel Samper Pizano en el periódico El Tiempo—. Cuando el padre miraba fijamente a la hija, ésta abandonaba al novio, volvía a vestir falda larga y se metía de monja. A una orden suya, los hijos varones cortaban leña, alzaban bultos o se hacían matar en la guerra.... «Todo empezó a cambiar cuando el padre dejó de ser el padre y se convirtió en el papá —continúa Samper Pizano—. El mero sustantivo era una derrota. Padre es palabra sólida, rocosa; papá es apelativo para oso de felpa o perro faldero. Demasiada confiancita.... Con el uso de “papá” el hijo se sintió autorizado para protestar, cosa que nunca había ocurrido cuando el padre era el padre: »—¡Pero, papá, me parece el colmo que no me prestes el carro...! »A diferencia del padre, el papá era tolerante.... Los hijos empezaron a comer en la sala mirando el televisor, mientras papá y mamá lo hacían solos en la mesa. Y a [hablar por] teléfono sin permiso, y a sustraer billetes de la cartera de papá, y a usar sus mejores camisas. La hija, a salir con pretendientes sin chaperón y a exigirle al papá que no hiciera mala cara al insoportable novio.... »Papá seguía siendo la autoridad de la casa, pero bastante [menoscabada].... Era, en fin, un tipo querido... a quien acudir en busca de consejo o plata prestada. »Y entonces vino papi. »... Descendiente menguado y raquítico de padre y de papá, ya ni siquiera se le consulta o se le solicita, sino que se le notifica. »—Papi, me llevo el carro. Dame para gasolina... »A papi lo sacan de todo. Le ordenan que se vaya al cine con mami cuando los niños tienen fiesta y que entren en silencio por la puerta de atrás.... A papi le quitan todo: la tarjeta de crédito, la ropa, el turno para ducharse, la rasuradora eléctrica, el computador, las llaves... »Lo tutean, pero siempre en plan de regaño: »...—¡Papi, no me vuelvas a llamar “chiquita” delante de Jonathan! »Aquel respeto que inspiraba padre, con papá se transformó en confiancita y se ha vuelto franco abuso con papi.... »No sé qué seguirá de papi hacia abajo. Supongo que la esclavitud o el destierro. Yo estoy aterrado porque, después de haber sido nieto de padre, hijo de papá y papi de hijos, mis nietas han empezado a llamarme “bebé”.»1 Con razón que Samper Pizano suene esta alarma, aunque atenuada, eso sí, con su característico tono jocoso, y aunque se sobreentienda que estas formas de dirigirse al padre y la decadencia del respeto que le muestran sus hijos no se aplican a todos los países ni mucho menos a todas las familias. Es que, antes de 1940 —comenta el periodista colombiano— los hijos obedecían el mandamiento de honrar a los padres como si fuera reglamento de la Federación de Fútbol.2 Lo cierto es que a todos nos conviene tomar a pecho ese mandamiento, respetando y valorando a los maltratados papás y papis que hay en nuestras familias. De hacerlo así, redundará no sólo en beneficio de ellos sino también en beneficio nuestro, ya que es el único mandamiento en las Sagradas Escrituras que nos promete a quienes lo obedecemos que nos irá bien y que disfrutaremos de una larga vida.3 Carlos ReyUn Mensaje a la Concienciawww.conciencia.net 1 Daniel Samper Pizano, «Padre, papá, papi: ¡Cómo era de bueno ser padre!», El Tiempo, Bogotá, 10 junio 2009 En línea 16 agosto 2018. 2 Ibíd. 3 Éx 20:12; Dt 5:16; Pr 1:8; 13:1; Mt 15:4; 19:19; Mr 7:10; 10:19; Lc 18:20; Ef 6:1-3

In this episode, I sat down with Dr. Ronn Berrol to unpack how a single hospital pilot became a 21-site success story—not by replacing Epic, but by solving the one thing it couldn't do well: surfacing the right data, at the right time, for the right patients. We dove deep into how high-risk patients can be flagged before they escalate into crisis, and how real-time data sharing across emergency departments can dramatically reduce admissions and improve flow. And the secret ingredient? A clinician champion who didn't wait for a committee to say yes—he created momentum from the floor up.1.Don't Confuse Your EHR with Strategic Insight Tools Dr. Ronn shared how even the best EMRs like Epic can bury clinicians in data. What made a difference wasn't more information—but surfacing the right information at the right time for high-risk patients.2.Champions Create Change, Not Systems Alone Technology alone didn't earn trust. It was the clinicians—like Ronn—who piloted it, saw value, and advocated upward that drove full-scale adoption across 21 hospitals.3.Pilot First, Scale Fast—But Only When It Works Many hospitals hesitate to adopt new solutions unless a clear ROI is shown early. That's why the original pilot funded by a hospital foundation was a turning point.4.Care Coordination Starts Before the Crisis With tools that flag social risks, housing instability, or medication lapses—this platform helped avoid ER boarding by addressing patients' needs before they spiraled.5.Modern Innovation Means Cross-Hospital Collaboration Emergency departments often operate in silos. But the real breakthrough came from sharing real-time patient data across unaffiliated EDs.6.You Don't Need to Solve Everything—Just What Others Miss What made this solution a win wasn't trying to replace Epic—it filled the critical gap Epic couldn't: surfacing actionable insights, fast.Have you ever been the “first yes” that helped an innovation take off in your org?Episode Timeline: 00:01:56 - How piloting EDO began through visibility gaps in local EDs.00:03:51 - Clinical inefficiencies and the importance of care pathways.00:05:50 - Workflow improvements reduced boarding and increased capacity.00:07:53 - How a charitable foundation funded the pilot despite cost concerns.00:09:37 - Dr. Ron contrasts EDO vs Epic and explains its push-not-pull advantage.00:11:17 - EDO pushes key info in 30-45 seconds vs long EHR chart reviews.00:13:42 - How EDO helps solve new CMS and system-wide goals.00:17:26 - Dr. Ron expands on how lack of access causes overreliance on EDs.00:21:48 - Key takeaway #1: EHR ≠ strategic insight tool.00:22:17 - Key takeaway #2: Clinician champions drive change.00:22:31 - Key takeaway #3: Pilot first, scale fast.00:22:47 - Key takeaway #4: Coordinate care before crisis.00:23:13 - Key takeaway #5: Share data across hospitals.00:23:30 - Key takeaway #6: Fill the gap, don't replace the system.

Send us a textIn this episode, Dr. Eeks sits down with world-renowned cardiologist and nutrition dynamo Dr. Kim Williams to pull the lid off “healthy” plant-based restaurant meals, and a whole lot more.What's on the menu:First-of-its-kind restaurant study – How Dr. Williams scored plant-based dishes for heart health, what shocked him, and the sneaky “health halo” traps you'll now spot a mile away.Plant-based vs. junk-based – Could plant-based be sliding toward the same fate as the Western diet? He breaks down where things are headed and how to dodge the pitfalls.Cardio-nutrition deep dive – The eating plan Dr. Williams follows himself, plus straight talk on saturated fat, carbs, sugar, cholesterol, animal welfare, and factory farming.Big-picture fixes – Population-level policies he believes could actually move the needle on improving nutrition at the public health level.If you eat out, care about your heart, or just want the unvarnished science behind plant-powered plates, this episode is packed with gems you won't want to miss.Dr. Kim Allan Williams, MD, MACC, FAHA, MASNC, FESC is Chair of Medicine at the University of Louisville and a triple-threat in general, preventive, and cardiovascular-imaging cardiology. He's a former President of both the American College of Cardiology and the American Society of Nuclear Cardiology, and he previously led the Association of Black Cardiologists as Board Chair. At Wayne State he launched the Urban Cardiology Initiative, and later created Rush University's H.E.A.R.T. Program (Helping Everyone Assess Risk Today)—community screenings that pair education, nutrition, and lifestyle coaching. A lifelong advocate for nutrition literacy, health-equity, and system-wide reform, Dr. Williams has advised the FDA, CMS, and served more than 25 years as an AMA delegate. Most recently, he sat on the 2022 task force that briefed the White House Conference on Nutrition, Health, and Hunger.You can contact Dr. Eeks at bloomingwellness.com.Follow Eeks on Instagram here.Or Facebook here.Or X.On Youtube.Or TikTok.SUBSCRIBE to her monthly newsletter here! (Now featuring interviews with top experts on health you care about!)Support the show

For this week's episode I'm bringing you something a little different, but of such importance that I had to share it with my Off the Record audience: The massive audit expansion of Medicare Advantage announced by CMS. In case you missed it, CMS in May rocked the mid-revenue cycle industry with the unveiling of a startling mandate. It will hire 2000 medical coders, beef up its audit technology, and expand its current limited auditing scope from 60 Medicare Advantage Plans to some 550 plans nationwide in an attempt to check widespread allegations of HCC upcoding. My colleague Jason Jobes has been closely following the news and presented this topic in June—the most attended webinar Norwood has ever hosted. This is a replay of that very well-received show. It covers: The evolving risk adjustment landscape and the rise of Medicare Advantage CMS broad and bold audit scope and strategy  Best practice techniques to survive in risk adjustment and avoid potential risks Jason refers to several slides during the presentation, which you don't necessarily need, but if you'd like to follow along or see the exact references and data we've posted them to the Norwood website with a link in the show notes. Enjoy the show!  Show notes and resources View the webinar slides here (free; requires registration) Read the full CMS audit announcement. 

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training How are you positioning your services as essential rather than optional, and accurately measuring growth and profitability to sustain long-term success? How are you measuring your agency's growth and profitability? Today's featured guests unpack how they scaled their PR shop past the million-dollar mark in under four years — and their journey offers valuable insights that any agency owner can apply immediately. Learn why they prefer growing the agency as partners, as opposed to sticking to being solopreneurs, how they've been tracking their growth, and how to over-communicate with clients openly so that choosing you is the easiest decision. Caitlin Copple and Holly Conti are the co-partners of Full Swing PR, an agency that offers senior-level PR services to help amplify clients' story or cause and takes pride in creating authentic, lasting relationships with clients. They discuss their unique partnership dynamics, their approach to quarterly planning and KPIs, and their philosophy on "practicing what you preach" in the agency world. They also emphasize the importance of understanding client needs, demonstrating value, and the shift from focusing merely on publicity to generating tangible client pipelines. In this episode, we'll discuss: Breaking the visionary and integrator partner mold. Making sure to walk the walk in your own business. How to make your business a ‘must-have'  Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Breaking the Visionary-Integrator Mold Caitlin started Full Swing solo, but always kept Holly in mind as the ideal partner for her business after they met working at an agency. It took some time, though, since Holly was first pregnant when Caitlin started the agency and then busy being a mom to a newborn. However, her involvement progressed, first as a moonlighter, then the agency's first employee, and eventually becoming the co-pilot Caitlin had always envisioned. Founder duos often get asked about who identifies as the “visionary” or the “integrator.” In their case, Caitlin and Holly both think big and get in the weeds. They take turns in both roles, which makes it complicated, but it works with a dose of brutally clear communication and mutual respect. Why work like this? It all comes from their beginnings as working moms in the business. As they explain, they initially treated it like a job share tagging each other in and out in the early days so they could both keep the wheels turning — and the babies fed. Partner Up or Burn Out Some agency owners do prefer to fly solo, but for the ones stuck doing it all alone — losing sleep over payroll, client churn, or the next contract that might vaporize overnight — Caitlin and Holly are living proof that a solid partner is worth their weight in gold. Having someone to say “we got this” when a contract gets pulled from underneath you is priceless. Sure, partnerships are basically work marriages (with all the ups and downs). But good ones make the tough days survivable — and the big wins that much sweeter. Walk Your Talk or Get Called Out Do you make sure your agency is practicing what you preach? Or are you one of the agencies that just “can't find the time” to work on their own website or marketing? Too many agencies hide behind ‘we're too busy with client work' while their own site looks like it was built in 1997 by a drunk intern. In their specific case as a PR agency, Caitlin and Holly practice the tenacity they teach their clients to have. “PR is about tenacity. It's not enough to do good work. People need to see you doing it.” Just like they tell clients to show up consistently, be visible, and ask for what they want. They make sure to do the same. Furthermore, putting yourself in your clients' shoes as small business owners will help you intimately understand the challenges they face and understand the investment they're making on your agency and how much they're betting on the results you can bring. For Caitlin, this means taking people “from publicity to pipeline,” because she understands as a small business owner how important it is to have four time the sales you need to meet your annual budget. In other words, treat your own agency like your most important client — or watch it slowly bleed opportunities. Quarterly Planning, KPIs, and the Secret Sauce So much can change in just one year (as we all have seen with the last couple of years). In the six years they've been in business, Caitlin and Holly have been through a pandemic, an AI revolution, and the economy doing somersaults. At this point, planning once a year and forgetting about it seems like a rookie move. They still set annual goals, of course. But quarterly check-ins are essential to running the day-to-day behind their million-dollar PR engine. Their leadership team meets every week to ensure that quarterly plan is still reality-proof. Revenue is Cool, But Calls Are King Although they do have a topline revenue goal and a profit margin goals for the agency, their north star isn't revenue — it's discovery calls. After realizing there was much more to building a profitable business than hitting the $1 million mark, Caitlin and Holly have been focusing more on pipeline and conversion rates. They know that if they keep discovery calls flowing, the revenue follows. Right now, if they book 10 calls with good fits, five become paying clients. That's a predictable pipeline. Pro tip: Track leading indicators religiously — site visits, key page hits, opt-ins, booked calls, and conversion rates at each step. If something's off (like calls dropping off, or deals stalling), they fix that exact leak before it kills the next quarter. So, if you're still flying blind, eyeballing topline revenue in your QuickBooks and calling it planning —you're normal… but you're leaving money on the table. How to Make PR (or Any Service) a Must-Have In this economy, how to get clients to see your work more as a must-have than a “nice-to-have”? In down markets, budgets get slashed — but essentials don't. So how do you become an essential? You don't chase anyone who's just looking for a PR vanity headline. You focus on clients who want a pipeline, not just press. If you're having a hard time to get clients to see you as an essential, you may be talking to the wrong people. Think about your ideal clients. What do they believe? What are their challenges? If you define your ideal client and start targeting them, you'll attract people who truly see the value you can bring to their business. Over-Communicate. Then Double It Caitlin and Holly share their process openly with prospects. Step by step. No secrets. Some agencies worry they're giving away the farm. Newsflash: they're not. Clients want to trust you know what you're doing — but they don't want to do it themselves. Everyone loves steak but no one wants to butcher a cow. Their transparency means no confusion, no scope drama, and no “you didn't say that” fights later. It's all upfront. And they even turned this transparency into a smart private podcast: “How to Hire a PR Agency” — a brilliant piece of sales enablement they send to prospects to handle all the FAQs before a call. That way, discovery calls stay focused where they should be: the client's business. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.