Podcasts about digital conversations

In questa puntata Paolo Fabrizio risponde alle domande più frequenti sul suo libro 'The Power of Digital Conversations'. Buon ascolto!03:37 'Qual è l'argomento principale del libro?' Luca08:25 'In cosa può aiutarmi come manager o azienda? Sara12:53 'Perché l'hai scritto in inglese'?' Laura16:15 'Ci sono esempi concreti o solo belle teorie?' Andrea21:11 'Da dove hai iniziato a scriverlo e quanto tempo ci hai messo? Tiziana25:13 'Come hai scelto i due contributi esterni (Shep Hyken e Darko Popovic)? Matteo28:21 'Ho divorato il libro e vorrei sfruttare i contenuti in azienda: cosa mi consigli?' Alessandra31:03 'Farai presentazioni del libro a breve?' Christian33:07 Domanda fantasma: 'in che misura è una lettura interattiva?'

Recent advancements in AI and Large Language Models (LLMs) have caught the world's attention and for good reason. It's a big deal.  Specialty pharmaceuticals are typically costly, sometimes ranging from $10,000 to over $5 million per patient, per year. The onboarding and approval process that come with these drugs are complex, requiring extensive effort from manufacturers and patients to get enrolled. Despite massive investments in people, processes, and systems, engagement remains a struggle for all. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the implications of bringing conversational technology to the specialty pharma industry and how digital assistants use smart, compliant language to interact with patients and guide them along their journeys from prescription moment to program enrollment to first fill, and beyond.  

The full power of conversational AI is being unleashed on the world through a steady stream of technological advancements, such as ChatGPT. It's only a matter of time before language becomes the dominant interface between humans and machines. The healthcare industry will become one of the prime beneficiaries of this technology leap forward. In this episode of Digital Conversations, Greg Kefer was joined by Sonam Shah, Director of Product Management at Lifelink Systems, who is developing advanced conversational AI for large healthcare organizations. Sonam shares her perspectives on what it takes to deliver desired outcomes in the context of high patient satisfaction. She also provides insights on how to overcome the array of complexity and compliance hurdles that are so prevalent in healthcare.

The full power of conversational AI is being unleashed on the world through a steady stream of technological advancements, such as ChatGPT. It's only a matter of time before language becomes the dominant interface between humans and machines. The healthcare industry will become one of the prime beneficiaries of this technology leap forward. In this episode of Digital Conversations, Greg Kefer was joined by Sonam Shah, Director of Product Management at Lifelink Systems, who is developing advanced conversational AI for large healthcare organizations. Sonam shares her perspectives on what it takes to deliver desired outcomes in the context of high patient satisfaction. She also provides insights on how to overcome the array of complexity and compliance hurdles that are so prevalent in healthcare.

A recent study looked into patient perceptions about the administrative side of healthcare and found that tasks such as setting appointments, completing paperwork, and getting prior authorizations have gotten so hard, many patients have chosen to defer care to avoid the hassle. Investments to give patients the tools to manage their own healthcare have not paid off. At the same time, technology is making things easier in other business sectors. In this episode of Digital Conversations, Samir Khanna and Greg Kefer discuss the issues that are driving the collective patient administrative headache that shows no sign of abating. Technology is capable of providing patients with some relief, but all too often, investment priorities are driven by the need to improve processes and productivity within the organization. If patients are saying they would rather go to the DMV than deal with healthcare, maybe the time has come to refocus priorities.

A recent study looked into patient perceptions about the administrative side of healthcare and found that tasks such as setting appointments, completing paperwork, and getting prior authorizations have gotten so hard, many patients have chosen to defer care to avoid the hassle. Investments to give patients the tools to manage their own healthcare have not paid off. At the same time, technology is making things easier in other business sectors. In this episode of Digital Conversations, Samir Khanna and Greg Kefer discuss the issues that are driving the collective patient administrative headache that shows no sign of abating. Technology is capable of providing patients with some relief, but all too often, investment priorities are driven by the need to improve processes and productivity within the organization. If patients are saying they would rather go to the DMV than deal with healthcare, maybe the time has come to refocus priorities.

Well before the COVID-19 pandemic put a new level of pressure on healthcare, the industry was struggling to deliver patient experiences that were on par with retail, banking, or travel. With more consumer companies evolving into healthcare services providers, the pressure to engage patients at scale became intense for hospital systems. Then COVID-19 arrived, which first pushed capacity to the limit, and has since created an environment that has driven a mass exodus of healthcare workers. If ever there was a time for advanced digital engagement, it's now. In this episode of Digital Conversations, Jay Roszhart, President of the Ambulatory Group at Memorial Health, joined us for a deep discussion about how he envisions the future of healthcare — one that is predicated on building loyalty, trust, and long-term relationships. Jay is driving a digital transformation that is designed to make the patient experience as easy as using Google or Facebook. He describes how conversational chatbots were deployed to handle a huge amount of demand, which allowed stretched care teams to focus on the complicated things that only humans can do.   In one example, Jay describes how conversational AI technology allowed Memorial Health to execute more than 70,000 digital conversations with patients about COVID-19 test results over a two month period. The initiative saved 10-15 FTEs worth of time, and resulted in a 96% patient satisfaction rating. 

Well before the COVID-19 pandemic put a new level of pressure on healthcare, the industry was struggling to deliver patient experiences that were on par with retail, banking, or travel. With more consumer companies evolving into healthcare services providers, the pressure to engage patients at scale became intense for hospital systems. Then COVID-19 arrived, which first pushed capacity to the limit, and has since created an environment that has driven a mass exodus of healthcare workers. If ever there was a time for advanced digital engagement, it's now. In this episode of Digital Conversations, Jay Roszhart, President of the Ambulatory Group at Memorial Health, joined us for a deep discussion about how he envisions the future of healthcare — one that is predicated on building loyalty, trust, and long-term relationships. Jay is driving a digital transformation that is designed to make the patient experience as easy as using Google or Facebook. He describes how conversational chatbots were deployed to handle a huge amount of demand, which allowed stretched care teams to focus on the complicated things that only humans can do.   In one example, Jay describes how conversational AI technology allowed Memorial Health to execute more than 70,000 digital conversations with patients about COVID-19 test results over a two month period. The initiative saved 10-15 FTEs worth of time, and resulted in a 96% patient satisfaction rating. 

The healthcare system always operated in a way that depended on providers to do the right thing, to step up and make sure nobody gets left behind. With the COVID-19 pandemic raging through a second year, the strains being placed on doctors, nurses, and other caregivers has been intense. In many ways, the pandemic has exposed the flaws of a system that was never designed for maximum efficiency or optimized patient experiences. In this episode of Digital Conversations, Ara Feinstein, a trauma surgeon and physician executive at Banner Health, discusses the current state of healthcare and COVID-19 in context of the big innovation opportunities that can potentially make a difference. In this wide-ranging discussion, Ara shares perspectives from the physician viewpoint on how technology can lighten the administrative burden that clinical teams face, and how that can result in better patient experiences. Ara envisions a digital future where health data is unlocked from internal systems of record and moved into personal devices that are owned and carried by the patients themselves.

The healthcare system always operated in a way that depended on providers to do the right thing, to step up and make sure nobody gets left behind. With the COVID-19 pandemic raging through a second year, the strains being placed on doctors, nurses, and other caregivers has been intense. In many ways, the pandemic has exposed the flaws of a system that was never designed for maximum efficiency or optimized patient experiences. In this episode of Digital Conversations, Ara Feinstein, a trauma surgeon and physician executive at Banner Health, discusses the current state of healthcare and COVID-19 in context of the big innovation opportunities that can potentially make a difference. In this wide-ranging discussion, Ara shares perspectives from the physician viewpoint on how technology can lighten the administrative burden that clinical teams face, and how that can result in better patient experiences. Ara envisions a digital future where health data is unlocked from internal systems of record and moved into personal devices that are owned and carried by the patients themselves.

Healthcare has dealt with staffing shortages for years, and when COVID-19 arrived, the challenges became acute. Despite significant IT investments, process efficiency benefits have been elusive because staff or patients are still required to do additional work to make the technology perform. Now, as virtual care takes hold with patients, a new “third gear” is beginning to emerge. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss digital patient engagement, and specifically how conversational technology takes on a new role as a digital worker that handles the communications and administrative aspects of delivering and receiving care. As armies of digital assistants become high-scale, efficient solutions that relieve overworked human teams, while simultaneously helping patients navigate to successful outcomes, we will begin to see important new KPIs emerge that measure digital engagement effectiveness. 

Healthcare has dealt with staffing shortages for years, and when COVID-19 arrived, the challenges became acute. Despite significant IT investments, process efficiency benefits have been elusive because staff or patients are still required to do additional work to make the technology perform. Now, as virtual care takes hold with patients, a new “third gear” is beginning to emerge. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss digital patient engagement, and specifically how conversational technology takes on a new role as a digital worker that handles the communications and administrative aspects of delivering and receiving care. As armies of digital assistants become high-scale, efficient solutions that relieve overworked human teams, while simultaneously helping patients navigate to successful outcomes, we will begin to see important new KPIs emerge that measure digital engagement effectiveness. 

When all communication moves online, it changes the way we interact with each other. Randy Herbertson explores ups and downs. See acast.com/privacy for privacy and opt-out information.

The race to develop a COVID-19 vaccine shined a light on an issue that has challenged the pharmaceutical industry for years. Underrepresented minority communities are often disproportionately impacted by diseases, yet those groups are usually underrepresented in the clinical trials that are designed to assess the effectiveness of drugs that they need. As one of the world's largest biotechnology companies, Genentech is tapping advanced mobile technology to help increase the diversity of trial participants and improve the experience. In this episode of Digital Conversations, Nik Kolatkar, VP of Evidence Generation, US Medical Affairs at Genentech, joined Greg Kefer for a discussion about clinical trial innovation.  Genentech runs a portfolio of 500 trials around the world and is using advanced technology to drive trust, education, and convenience for participants. Through smart, language-based interactions, digital navigators eliminate the need for participants to report to ivory tower academic centers and instead, provide the capabilities for anyone to be part of bringing advanced science to their communities, regardless of location, race, gender, income, or age.

The race to develop a COVID-19 vaccine shined a light on an issue that has challenged the pharmaceutical industry for years. Underrepresented minority communities are often disproportionately impacted by diseases, yet those groups are usually underrepresented in the clinical trials that are designed to assess the effectiveness of drugs that they need. As one of the world's largest biotechnology companies, Genentech is tapping advanced mobile technology to help increase the diversity of trial participants and improve the experience. In this episode of Digital Conversations, Nik Kolatkar, VP of Evidence Generation, US Medical Affairs at Genentech, joined Greg Kefer for a discussion about clinical trial innovation.  Genentech runs a portfolio of 500 trials around the world and is using advanced technology to drive trust, education, and convenience for participants. Through smart, language-based interactions, digital navigators eliminate the need for participants to report to ivory tower academic centers and instead, provide the capabilities for anyone to be part of bringing advanced science to their communities, regardless of location, race, gender, income, or age.

Mark Bryson, chatbot expert, goes over best practices with chatbot CTAs (opening messages) in this episode of Digital Conversations with Billy Bateman. They discuss best practices to maximize conversion.

In this episode of Digital Conversations, Mike Lewis chats about marketing attribution, understanding intent, and other principles regarding B2B sales.

In this episode of Digital Conversations with Billy Bateman, Mark Bryson, Consulting Manager at ChatFunnels and chatbot expert, goes over his top strategies and tips for building effective chatbots that can increase sales and help serve customers. Learn how to use live chat, FAQ bots, and data intelligence to customize experiences and maximize sales.

I’m excited to welcome Erinn Taylor as my guest for today’s podcast. Erinn is the Executive Vice President of Product and Platform at Canvs AI. He has had a breadth of experience within the field of market research. Some of Erinn’s background Erinn grew up in market research. He worked his way up at several different organizations. About a year ago, he met the founder of Canvs and was intrigued with what he was doing related to text analytics, so he joined Canvs. A great year Canvs had a great year last year. They have done a lot technology-wise, and they have grown the platform. Canvs Canvs is a text analytics platform, and they think it is the best solution in marketing. They call it an evolution of sentiment analysis because they use more nuanced emotions. They take data and analyze it and provide themes and insights directly from the consumer. The organization is about six or seven years old. They work with companies like Disney and Netflix. Speaking unnaturally With the technology they were using, they could expose what consumers and viewers were seeing. And what they were saying about programs. They utilized that information to learn how people speak unnaturally. They found that in a modern era with a lot of digital text, we tend to talk differently than we might otherwise because we use shorthand and emojis. Learning new things  Things change over time, so we have to keep learning. Many other applications have tried to do text analytics, but it requires a lot of training and data to get and understand a small sample, and Canvs has already done that work. An ontology Canvs has an ontology that they have cultivated through AI and NLP. They also have some social listening tools to see people on YouTube, Facebook, or Instagram. The best bring-your-own-get-a-platform  Erinn thinks that Canvs is the best bring-your-own-get-a-platform in the industry to identify what people are saying. Also, to identify how they are feeling about what they are talking about. Any survey platform The Canvs platform is intelligent and easy to use. It works with any survey platform. It’s quick and easy It only takes a few clicks of the mouse, and most data sets get processed in one to two minutes. Sentiment analysis vs emotions Traditional sentiment analysis is positive/negative/neutral. At Canvs, they have their Canvs proprietary emotional mapping, with which they can identify forty-two core emotions. And they have a data science team who have spent many years getting to understand groupings around the core emotions. Things change over time People and language change over time, so they continue to upgrade. The way people speak Through the way people speak, they can identify and expose how they are feeling. And also the context in which they are feeling it. And they can work out what people are talking about. Use cases Canvs started in the media space. Currently, they work with companies like Disney to find out how well people are speaking about their airings, and to see how their movies are trending. They also do ad testings to see what people are saying about the ads. The goal for the future They would like Canvs to be the core platform for analyzing unstructured data for organizations, brands, research partners, and communities. Links: Email me your thoughts! Sima@Infinity-2.com LinkedIn Twitter Erinn on LinkedIn Sponsors: Paradigm Sample All Member Audio Podcast Spot  

After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries and easily address your customers' most common problems.  In this episode of Digital Conversations, Andrew and Greg Kefer discuss the themes of the book and specifically how those concepts apply to healthcare. As the COVID-19 pandemic applies massive stress on global healthcare systems, can digital assistants help the industry rise to the challenge and provide the conversational scale necessary to engage the billions of people that need care? The discussion touches on how the principles of the book are front and center in the minds of the innovation community.  Creating Virtual Assistants is available at manning.com and Digital Conversations listeners can take advantage of a 35% discount by using the code poddigital21 during checkout.

After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries and easily address your customers' most common problems.  In this episode of Digital Conversations, Andrew and Greg Kefer discuss the themes of the book and specifically how those concepts apply to healthcare. As the COVID-19 pandemic applies massive stress on global healthcare systems, can digital assistants help the industry rise to the challenge and provide the conversational scale necessary to engage the billions of people that need care? The discussion touches on how the principles of the book are front and center in the minds of the innovation community.  Creating Virtual Assistants is available at manning.com and Digital Conversations listeners can take advantage of a 35% discount by using the code poddigital21 during checkout.

Guests: Jon Miller - CPO of DemandBaseJackie Hermes - Founder & CEO of AccelityGarrett Mehrguth - CEO of DirectiveAmanda Stevens - Director of Conversation DesignDavid Lewis - CEO and Founder of DemandGen.comConnect with Billy and ChatFunnels!Billy on LinkedIn and Twitter.ChatFunnels on LinkedIn, Facebook, Twitter, and Instagram.Check out our blog to for some great research on conversational marketing and optimizing the sales funnel!Thanks for an amazing year! Cheers to 2021 and more Digital Conversations! 

Tanya Williams is the Amazon No 1 Best Selling author of A Childfree Happily Ever After and childfree advocate whose key message is around the C-Word: Choice! She believes that all women should make their own rules and do what is right for their life. She is the pink-loving, 4-inch heel wearing sparkly Chief of Everything at Digital Conversations and founder of the Childfree Choices Program.  She wears many hats; entrepreneur, author, speaker, and trainer, and has spent 20+ years in the corporate world before starting Digital Conversations and most recently A Childfree Happily Ever After. Her goal is to change the dialogue around being childfree from judgment, criticism, and having to adhere to different rules, to one of support & acceptance. Her personal mantra is never let anyone dull your sparkle. Find her here: Website: http://childfreehappilyeverafter.com.au/ Direct Book link: https://childfreehappilyeverafter.com.au/a-childfree-happily-ever-after/ Childfree TV: https://www.youtube.com/channel/UCMsbrCpFb55rdw0kDoM1KAw Insta: https://www.instagram.com/childfree_tanya/ Facebook: https://www.facebook.com/achildfreehappilyeverafter/   Fuel that Fire!

What are digital conversations and why is it so important for you to become an expert in them? Co-creators of The Captivate Method share everything you need to know. This talk will cover... -- Digital marketing and vacuum sales -- The role stories play in our online business -- How we navigate the Story Map Visit https://changecreator.com/gobig for more goodies

David is CEO at DemandGen, and which he founded in 2007. He has previously worked for Microsoft and various Silicon Valley companies such as Farallon, Netopia, and Ellie Mae. He is passionate about the people and processes that connect sales with marketing. Connect with David on LinkedIn.Connect with Billy and Chatfunnels!Billy on LinkedIn and Twitter.Chatfunnels on LinkedIn, Facebook, Twitter, and Instagram.Comment on our social media using the #digitalconversations for the chance to win some ChatFunnels Swag!Check out our blog to sign up for a FREE 14 day trail of of bot platform! 

Robert Neff, VP of Digital Solution Development at Jefferson Health, dialed into the Digital Conversations studio to discuss the state of innovation in healthcare. In this wide ranging discussion, we covered the current state of IT, the impacts of COVID-19, and how the pandemic has reset approaches to technology innovation across the healthcare industry. Rob, who was recently recognized by Constellation Research as one of the IT leaders on their annual Business Transformation 150 list, also described how Jefferson Health approaches innovation in order to improve access for patients.   As providers navigate the challenges of providing care during the pandemic, there’s also a long term financial impact that will likely ensure that a lot of the smart, effective technology solutions that got deployed in order to deliver care during COVID-19 will remain in place indefinitely.

Robert Neff, VP of Digital Solution Development at Jefferson Health, dialed into the Digital Conversations studio to discuss the state of innovation in healthcare. In this wide ranging discussion, we covered the current state of IT, the impacts of COVID-19, and how the pandemic has reset approaches to technology innovation across the healthcare industry. Rob, who was recently recognized by Constellation Research as one of the IT leaders on their annual Business Transformation 150 list, also described how Jefferson Health approaches innovation in order to improve access for patients.   As providers navigate the challenges of providing care during the pandemic, there’s also a long term financial impact that will likely ensure that a lot of the smart, effective technology solutions that got deployed in order to deliver care during COVID-19 will remain in place indefinitely.

Many governments are racing to hire tens of thousands of contact tracers to control the spread of Coronavirus infections. Human call center agents would be tasked with tracking down, contacting, and interviewing individuals that were in contact with individuals that test positive. By many estimates this could involve the hiring and training of several hundred thousand people. While there is a need for human resourcefulness to investigate the various cases, the sheer numbers that will be required is an opportunity for technology. Unfortunately, most innovation strategies follow traditional call center models – making agents more efficient and maximize hourly throughput. What’s missing is the notion of driving 100x scale, without hiring 100x agents. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the challenge contact tracing initiatives face. The massive hiring and training required begs for different thinking. Digital agents that can conduct thousands of simultaneous conversations, collect answers, provide answers, and support other basic interactions can replace scripted human agents and deliver unlimited capacity. 

Many governments are racing to hire tens of thousands of contact tracers to control the spread of Coronavirus infections. Human call center agents would be tasked with tracking down, contacting, and interviewing individuals that were in contact with individuals that test positive. By many estimates this could involve the hiring and training of several hundred thousand people. While there is a need for human resourcefulness to investigate the various cases, the sheer numbers that will be required is an opportunity for technology. Unfortunately, most innovation strategies follow traditional call center models – making agents more efficient and maximize hourly throughput. What’s missing is the notion of driving 100x scale, without hiring 100x agents. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the challenge contact tracing initiatives face. The massive hiring and training required begs for different thinking. Digital agents that can conduct thousands of simultaneous conversations, collect answers, provide answers, and support other basic interactions can replace scripted human agents and deliver unlimited capacity. 

One of the most frequent questions we get is this: "I'm great a connecting with prospects and clients. Now what?" In today's world, sales professionals need to become great at driving digital conversations. In this episode, Larry and Darrell get practical, sharing the strategies that they use to drive digital conversations and convert them to appointments.

One of the most frequent questions we get is this: "I'm great a connecting with prospects and clients. Now what?" In today's world, sales professionals need to become great at driving digital conversations. In this episode, Larry and Darrell get practical, sharing the strategies that they use to drive digital conversations and convert them to appointments.

When it comes to next-gen innovation, discussions typically tend to be academic and conceptual. Sometimes, it’s insightful to hear from the client managers who run the implementations and are responsible for ensuring the cool new technology works. This kind of real-world, feet-on-the-street perspective, based on actual experiences, is often eye opening. In this episode of Digital Conversations, Greg Kefer was joined by Kelly How, who shared a dose of interesting chatbot reality with us. Kelly is a client services manager who leads conversational technology projects at several large hospitals and pharmaceutical companies.  As part of the discussion, we touched on a few topics: Conversational chatbots vs. traditional technology project dynamics A new class of A/B testing for optimizing patient engagement Conversation-level behavioral insights and their impact on ROI and NPS

When it comes to next-gen innovation, discussions typically tend to be academic and conceptual. Sometimes, it’s insightful to hear from the client managers who run the implementations and are responsible for ensuring the cool new technology works. This kind of real-world, feet-on-the-street perspective, based on actual experiences, is often eye opening. In this episode of Digital Conversations, Greg Kefer was joined by Kelly How, who shared a dose of interesting chatbot reality with us. Kelly is a client services manager who leads conversational technology projects at several large hospitals and pharmaceutical companies.  As part of the discussion, we touched on a few topics: Conversational chatbots vs. traditional technology project dynamics A new class of A/B testing for optimizing patient engagement Conversation-level behavioral insights and their impact on ROI and NPS

Conversational technology promises to deliver a next level step towards simplicity and engagement for healthcare patients. On the surface, the conversational interfaces perform as simple, smart interfaces between machines and humans. Seamless, intuitive interactions that deliver results are powered by large technology platforms behind the scenes. In this episode of Digital Conversations, Greg Kefer sat down with Gabe Hamilton, a platform engineer, to discuss some of the requirements to power millions of conversations with patients in the complex, regulated healthcare industry. Overall, there could be billions of total conversations, but that number will be made up of countless ‘small’ and specific interactions between providers and patients, and that requires a unique technology stack.

Conversational technology promises to deliver a next level step towards simplicity and engagement for healthcare patients. On the surface, the conversational interfaces perform as simple, smart interfaces between machines and humans. Seamless, intuitive interactions that deliver results are powered by large technology platforms behind the scenes. In this episode of Digital Conversations, Greg Kefer sat down with Gabe Hamilton, a platform engineer, to discuss some of the requirements to power millions of conversations with patients in the complex, regulated healthcare industry. Overall, there could be billions of total conversations, but that number will be made up of countless ‘small’ and specific interactions between providers and patients, and that requires a unique technology stack.

It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new class of conversational technology matures, the healthcare industry value prize is moving beyond the traditional back office and into the patient experience, and that translates into a number of interesting new opportunities. Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to talk about chatbot value.  In what is developing into a win-win-win scenario for healthcare providers, conversational bots are beginning to deliver across a number of promising value areas. From call center optimization, to adherence, to hospital patient experiences, this podcast will describe some of the ways chatbots are expanding the scope of value generation in unexpected new dimensions.

It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new class of conversational technology matures, the healthcare industry value prize is moving beyond the traditional back office and into the patient experience, and that translates into a number of interesting new opportunities. Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to talk about chatbot value.  In what is developing into a win-win-win scenario for healthcare providers, conversational bots are beginning to deliver across a number of promising value areas. From call center optimization, to adherence, to hospital patient experiences, this podcast will describe some of the ways chatbots are expanding the scope of value generation in unexpected new dimensions.

A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder innovation and progress. Despite significant investments in technology, the industry continues to struggle implementing solutions that patients will understand and embrace.    At the same time, more than 10,000 baby boomers turn 65 each day and that is adding tremendous strains on Medicare and Medicaid programs. Innovation will be key, but there are big hurdles in getting elderly patients to engage with modern technology.     Grandmother-friendly IT? How many times have we heard something like this: “It has to be simple and intuitive in order to work. If my grandmother can’t understand it, it will never work.” If the goal is to engage Medicare patients with technology, grandmother MUST be able to figure it out. Banner Health sought to find a solution that its population of medicare seniors could embrace as part of their annual wellness visit -- a CMS program designed to keep patients engaged with their physicians on a regular basis. As part of the program, patients are required to fill out daunting questionnaires about their health. The process is cumbersome, frequently resulting in  high dissatisfaction rates, missed appointments and frustrated clinical teams. The Banner Innovation Group (BIG) had experienced success with LifeLink-powered patient engagement chatbots in their Emergency Departments. They were mobile, simple and intuitive. Would seniors embrace an advanced solution like a conversational chatbot to help streamline the annual wellness visit experience?    Breakthrough Operational Value and Engagement with Medicare Seniors In this episode of Digital Conversations, Greg Kefer was joined by Steve Lindsey, Program Director of Operations at Banner Innovation Group, to discuss how they transitioned their medicare annual wellness visit patients from clunky paper forms to conversational chatbots. Patients interacted with a conversational bot to complete their Health Risk Assessment prior to their annual annual wellness visit. The results were significant.    51% of patients interacted with the bot after cold outreach, with no advanced warning The completion rate was nearly 100% … if they started, they completed the process Providers could enter/review HRA data before appointment Among the patients that used the bot to complete their HRAs, Banner saw a 70% decrease in appointment cancellation rates They were also cancelling appointments less often If they did cancel, they did it 5 days earlier so the slots could be filled Banner is now rolling the HRA bot across more 30,000 medicare patients Steve also describes the Banner Innovation Group vision of anticipating future needs, designing solutions that create that model of healthcare, and how mobile chatbots fit into that picture.

A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder innovation and progress. Despite significant investments in technology, the industry continues to struggle implementing solutions that patients will understand and embrace.    At the same time, more than 10,000 baby boomers turn 65 each day and that is adding tremendous strains on Medicare and Medicaid programs. Innovation will be key, but there are big hurdles in getting elderly patients to engage with modern technology.     Grandmother-friendly IT? How many times have we heard something like this: “It has to be simple and intuitive in order to work. If my grandmother can’t understand it, it will never work.” If the goal is to engage Medicare patients with technology, grandmother MUST be able to figure it out. Banner Health sought to find a solution that its population of medicare seniors could embrace as part of their annual wellness visit -- a CMS program designed to keep patients engaged with their physicians on a regular basis. As part of the program, patients are required to fill out daunting questionnaires about their health. The process is cumbersome, frequently resulting in  high dissatisfaction rates, missed appointments and frustrated clinical teams. The Banner Innovation Group (BIG) had experienced success with LifeLink-powered patient engagement chatbots in their Emergency Departments. They were mobile, simple and intuitive. Would seniors embrace an advanced solution like a conversational chatbot to help streamline the annual wellness visit experience?    Breakthrough Operational Value and Engagement with Medicare Seniors In this episode of Digital Conversations, Greg Kefer was joined by Steve Lindsey, Program Director of Operations at Banner Innovation Group, to discuss how they transitioned their medicare annual wellness visit patients from clunky paper forms to conversational chatbots. Patients interacted with a conversational bot to complete their Health Risk Assessment prior to their annual annual wellness visit. The results were significant.    51% of patients interacted with the bot after cold outreach, with no advanced warning The completion rate was nearly 100% … if they started, they completed the process Providers could enter/review HRA data before appointment Among the patients that used the bot to complete their HRAs, Banner saw a 70% decrease in appointment cancellation rates They were also cancelling appointments less often If they did cancel, they did it 5 days earlier so the slots could be filled Banner is now rolling the HRA bot across more 30,000 medicare patients Steve also describes the Banner Innovation Group vision of anticipating future needs, designing solutions that create that model of healthcare, and how mobile chatbots fit into that picture.

Phillip Hunter Phillip Hunter has been designing digital conversations for 20 years. He started with touch-tone phone applications. More recently, he has worked on Alexa and other voice-based technologies. Phillip and I talked about: how fun it is to "talk about talking" his current work at [24]7 his early work developing touch-tone applications back in the 90s his evolution from developer to product designer and product manager the history of voice interfaces, from trying to mimic the human mind to the current ability to augment human intelligence with massive computing power the evolution for voice technology from simple recognition and basic synthesizing to the convergence of processor power that enabled desktop computers to do speech recognition the origins of voice business applications in the customer-service space how cloud computing enabled the mass adoption of voice technologies the rise of machine learning and its impact on voice how we are now at a point where "machines are about as performant as humans" in terms of speech recognition but still pretty far behind human communication capabilities "the average four-year-old is still learning much faster than any of our machine learning processors" how the combination of voice and cloud technologies and broadband connections that connect them enable systems like Amazon's Alexa service the importance of the emergence of language: "once particular sounds started being associated with one or more particular meanings, then we had a tool that enabled us to do everything that we've done in humanity up to this point" how much of voice tech is still human augmented - there are still checkpoints where a human will evaluate a voice interaction and determine whether the translation or transcription is right or wrong "just-in-time content" the differences between a stable-context-variable-data situtation like reporting a bank balance versus more dynamic situation in which a more robust content strategy is needed the hypothesis that "the machines are teaching us to talk like them" how "part of what we don't have yet in this technology is a deep appreciation and understanding for what conversation really is" - and current approaches to bridging that gap conversational structures and tools the role of signals like gestures and facial expressions in human communication the importance of being able to predict the track of a conversation and check in on its course and how that's the next step in machine conversations an analogy between tech-based conversations and adjusting conversational expectations based on a child's age the difficulties of creating truly personalized conversational content "language as an affordance" as a concept - and its implications for folks who want to get into this field the propensity of experience designers to "use language as a system-centered form filling vehicle" and ensuing limitations the importance of UX designers want to create conversational experiences to really study language some books that he recommends: Designing Voice User Interfaces: Principles of Conversational Experiences, Cathy Pearl How We Talk: The Inner Workings of Conversation, N. J. Enfield his new conference launching in October, Points Made Phillip's Bio A technology product design leader for 20 years, Phillip Hunter works at the edges where new experiences are created. A veteran of small and large companies, he is passionate about what people need and want, how teams work, how to understand and influence complex systems, and the little details of product design that make big differences. Phillip loves living, creating, and working in Seattle. He is an active member of local and international design communities. He also fancies himself a songwriter and photographer, and a contagion of groan-inducing puns. Video Here's the video version of our conversation:

Phillip Hunter Phillip Hunter has been designing digital conversations for 20 years. He started with touch-tone phone applications. More recently, he has worked on Alexa and other voice-based technologies. Phillip and I talked about: how fun it is to "talk about talking" his current work at [24]7 his early work developing touch-tone applications back in the 90s his evolution from developer to product designer and product manager the history of voice interfaces, from trying to mimic the human mind to the current ability to augment human intelligence with massive computing power the evolution for voice technology from simple recognition and basic synthesizing to the convergence of processor power that enabled desktop computers to do speech recognition the origins of voice business applications in the customer-service space how cloud computing enabled the mass adoption of voice technologies the rise of machine learning and its impact on voice how we are now at a point where "machines are about as performant as humans" in terms of speech recognition but still pretty far behind human communication capabilities "the average four-year-old is still learning much faster than any of our machine learning processors" how the combination of voice and cloud technologies and broadband connections that connect them enable systems like Amazon's Alexa service the importance of the emergence of language: "once particular sounds started being associated with one or more particular meanings, then we had a tool that enabled us to do everything that we've done in humanity up to this point" how much of voice tech is still human augmented - there are still checkpoints where a human will evaluate a voice interaction and determine whether the translation or transcription is right or wrong "just-in-time content" the differences between a stable-context-variable-data situtation like reporting a bank balance versus more dynamic situation in which a more robust content strategy is needed the hypothesis that "the machines are teaching us to talk like them" how "part of what we don't have yet in this technology is a deep appreciation and understanding for what conversation really is" - and current approaches to bridging that gap conversational structures and tools the role of signals like gestures and facial expressions in human communication the importance of being able to predict the track of a conversation and check in on its course and how that's the next step in machine conversations an analogy between tech-based conversations and adjusting conversational expectations based on a child's age the difficulties of creating truly personalized conversational content "language as an affordance" as a concept - and its implications for folks who want to get into this field the propensity of experience designers to "use language as a system-centered form filling vehicle" and ensuing limitations the importance of UX designers want to create conversational experiences to really study language some books that he recommends: Designing Voice User Interfaces: Principles of Conversational Experiences, Cathy Pearl How We Talk: The Inner Workings of Conversation, N. J. Enfield his new conference launching in October, Points Made Phillip's Bio A technology product design leader for 20 years, Phillip Hunter works at the edges where new experiences are created. A veteran of small and large companies, he is passionate about what people need and want, how teams work, how to understand and influence complex systems, and the little details of product design that make big differences. Phillip loves living, creating, and working in Seattle. He is an active member of local and international design communities. He also fancies himself a songwriter and photographer, and a contagion of groan-inducing puns. Video Here’s the video version of our conversation:

After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, there’s no way around that, but poor adoption rates indicate that leaders may have overestimated what consumers are willing to put up with. Technology adoption is never easy, but there may be hope. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the rise of conversational technology that engages through language instead of menus and rigid workflows to deliver intuitive, consumer experiences at scale. Leveraging the patient digital information stored in EHR and CRM systems of record puts patients on a personalized, high-value path to high satisfaction and efficiency.

After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, there’s no way around that, but poor adoption rates indicate that leaders may have overestimated what consumers are willing to put up with. Technology adoption is never easy, but there may be hope. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the rise of conversational technology that engages through language instead of menus and rigid workflows to deliver intuitive, consumer experiences at scale. Leveraging the patient digital information stored in EHR and CRM systems of record puts patients on a personalized, high-value path to high satisfaction and efficiency.

Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, email), survey response rates are on the decline. This has introduced an element of non-response bias, according to a study published in the journal Patient Experience. In addition to all of this, the consumer dimension is evolving rapidly in healthcare.   Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to discuss the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties. New mobile technology has the ability to measure sentiment in real time, as care is being delivered. Consumers are becoming fluent in providing peer reviews on platforms like Amazon, Uber, and Yelp, and maybe the time has come to rethink the CHAPS survey model.

Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, email), survey response rates are on the decline. This has introduced an element of non-response bias, according to a study published in the journal Patient Experience. In addition to all of this, the consumer dimension is evolving rapidly in healthcare.   Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to discuss the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties. New mobile technology has the ability to measure sentiment in real time, as care is being delivered. Consumers are becoming fluent in providing peer reviews on platforms like Amazon, Uber, and Yelp, and maybe the time has come to rethink the CHAPS survey model.

Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interact, remind, and collect feedback? In this episode of Digital Conversations, Greg Kefer and Jacob Heitler talk about a different kind of call center — one that uses chatbots to engage patients in the medium they prefer — mobile texting. The combination of high scale and content precision is a win-win, driving call center efficiency while simultaneously delivering a better patient experience.

Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interact, remind, and collect feedback? In this episode of Digital Conversations, Greg Kefer and Jacob Heitler talk about a different kind of call center — one that uses chatbots to engage patients in the medium they prefer — mobile texting. The combination of high scale and content precision is a win-win, driving call center efficiency while simultaneously delivering a better patient experience.

Hospitals are investing heavily in marketing campaigns to attract new patients, yet every day countless “warm leads”  walk out of the front door, never to be heard from again. At the same time, huge investments are being made to improve the patient experience through better communications and engagement. This is why referral management represents a massive value opportunity. Jacob Heitler joined Greg Kefer in the Digital Conversations studio to discuss how innovators are addressing Referral Management. Conversational chatbots that start the engagement process before a patient leaves the building are helping them follow through on their discharge instructions and get proper care. This in turn reduces readmissions and builds a tight, long-term patient-provider relationship.

Hospitals are investing heavily in marketing campaigns to attract new patients, yet every day countless “warm leads”  walk out of the front door, never to be heard from again. At the same time, huge investments are being made to improve the patient experience through better communications and engagement. This is why referral management represents a massive value opportunity. Jacob Heitler joined Greg Kefer in the Digital Conversations studio to discuss how innovators are addressing Referral Management. Conversational chatbots that start the engagement process before a patient leaves the building are helping them follow through on their discharge instructions and get proper care. This in turn reduces readmissions and builds a tight, long-term patient-provider relationship.

We like to talk to people in commercial roles, who spend their days traveling and talking about patient engagement strategies with the teams responsible for change at the country’s biggest hospitals. Blakely Atherton joined Greg Kefer on Digital Conversations to share some field stories about what is being discussed, the challenges, and what internal teams are leading the charge.

We like to talk to people in commercial roles, who spend their days traveling and talking about patient engagement strategies with the teams responsible for change at the country’s biggest hospitals. Blakely Atherton joined Greg Kefer on Digital Conversations to share some field stories about what is being discussed, the challenges, and what internal teams are leading the charge.

It’s no secret that a focus on patient experience leads to value and ROI. Technology investments require a strong ROI case in order to get funded, but as the industry shifts from systems of record (EHR) to systems of engagement, new dimensions of value arise that add up to 7- or 8-figure numbers for the bigger medical centers. Justin Mardjuki sat down in the Digital Conversations studio to discuss some of the value areas that are being explored as hospitals look to invest in new, patient-centric mobile technology.  There are a range of potential investment opportunities, but the strategy of starting in the high value and high volume areas of the hospital has the potential to pay off quickly.

It’s no secret that a focus on patient experience leads to value and ROI. Technology investments require a strong ROI case in order to get funded, but as the industry shifts from systems of record (EHR) to systems of engagement, new dimensions of value arise that add up to 7- or 8-figure numbers for the bigger medical centers. Justin Mardjuki sat down in the Digital Conversations studio to discuss some of the value areas that are being explored as hospitals look to invest in new, patient-centric mobile technology.  There are a range of potential investment opportunities, but the strategy of starting in the high value and high volume areas of the hospital has the potential to pay off quickly.

One of the ways that digital has changed marketing is in how buyers converse with sellers. The experiences we deliver actually facilitate a conversation where they buyer talks him or herself into either buying or engaging with sales.

Modern communication is a far cry from what we experienced even 10 years ago. As my guest, Dr. Deborah Tannen has noted, we’ve gone from a default state of consciousness that was one of solitude, to a default state of consciousness that is one of always-on engagement. Dr. Tannen is doing important work, of which every leader should take note. As communication methods and styles change it’s important to realize that the effectiveness of our leadership will largely depend on how effectively we leaders are able to navigate the new styles and ways of communication. Join me in this conversation with Dr. Tannen to hear how modern communication is working and not working in the 21st century. What conclusions are people making about you by the things you’re saying and the way you’re saying them? Communication has never been a simple matter of stating what you mean, having the other person receive it as you mean it, and moving on in harmony. There are myriad places along the way that the simplest of communications can be misspoken, misunderstood, and misinterpreted. An important thing Dr. Tannen mentioned in our conversation is that people are not only listening to you in order to understand the information coming out of your mouth. They are also assessing you as an individual and making conclusions about you by the way you speak and the things you say. But you’re not doomed to the fickleness of other people’s perceptions. There are tangible things you can do to make yourself better understood and better perceived by others. Be sure you listen to this episode to hear Dr. Tannen’s tips. FOMO and FOBLO impact the ways we communicate - and social media exacerbates the problem Are you familiar with the terms Dr. Tannen has coined: “FOMO” and “FOBLO?” The acronyms stand for “Fear of missing out” and “Fear of being left out.” Both are elements of modern communication that have more to do with the things going on outside a conversation. In this interview, Dr. Tannen provides a handful of very practical examples of how our modern, digital communication makes the fear of being left out and the fear of missing out even worse for some individuals, and more importantly, gives suggestions for how we can better manage our own fears in these areas so that we can communicate more deeply and authentically. The “double bind” women often find themselves in at the workplace A prominent area where Dr. Tannen has spent a great deal of time is in regard to the particular communication needs, styles, and habits of women. She’s discovered that women in the workplace often find themselves in what she refers to as a “double bind.” A double bind is when two things are required of an individual and the successful accomplishment of one of them makes the other impossible. How does this happen to women in the workplace? Dr. Tannen explains with great insight on this episode, so be sure you listen. The 2 dynamics that are happening in every conversation, digital or in person In every conversation, whether it happens in-person or digitally, two things are almost always going on in the minds of those involved. These two things also weigh in at varying levels of importance depending on whether men or women are involved in the conversation. These two things are both questions: “Who is on top in the relationship?” and “How close are we?” Can you guess which of the two is more likely to be the consideration of women and which is more likely to be the consideration for men? On a more practical level, do you know how keeping those questions in mind can help you become a more effective communicator? Dr. Tannen’s work has given her many insights into modern communication issues like these, so be sure you listen to hear her share them. Outline of This Episode [0:45] Who is Dr. Deborah Tannen? [1:49] Why Dr. Tannen was interested enough in the relationships of women to write a book about it [6:12] The unspoken scale women tend to put themselves on when judging the depth of their relationships [12:02] How the world of social media provokes anxiety in new ways [16:10] The way women in the workplace often find themselves in a “double bind” [21:21] How does dominance play out in a digital world? [25:19] Managing apologies, showing gratitude, and doing it in person and from a distance [28:57] Advice for those with bosses who have poor digital communication skills [33:05] The impact of disruption: perceptions and realities [37:15] Authenticity in communication is often motivated by concern for those listening [40:38] What’s next for Dr. Tannen and what new rules do we need to think about? Resources & People Mentioned Dr. Tannen’s Website BOOK: You’re The Only One I Can Tell BOOK: You Just Don’t Understand BOOK: You’re Wearing That? BOOK: You Were Always Mom’s Favorite BOOK: Talking From 9 to 5 The Subtext of Digital Conversations - an article in the Atlantic Connect with Erica Erica@cotentialgroup.com Linkedin.com/in/ericadhawan Twitter.com/edhawan

This episode features COE (Chief of Everything) at Digital Conversations, Tanya Williams. We explore her expertise in tradigital marketing and how businesses need to approach this in the current business climate.

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