Transforming Healthcare Through Digital Innovation: Lessons from Award-Winning Leaders

Presented March 11, 2025

Panelists:

• Mona Baset, Vice President of Digital Services, Intermountain Health
• Andrew Snyder, Senior Vice President of Marketing and Communications, Orlando Health

Moderator:

• Susan Dubuque, Contributing Editor, eHealthcare Strategy & Trends and Co-Chair, 2025 eHealthcare Leadership Awards

What you will learn:

• How to build organizational readiness for digital transformation.
• Strategies to gain and sustain executive support.
• A framework for prioritizing digital initiatives.
• Tactics to enhance engagement through omnichannel communications.
• Tools that improve staff connection and alignment.
• Ways to leverage AI & automation.
• Real-world examples of efficiency and patient impact.
• Essential KPIs to track and optimize digital strategies.
• What’s next in healthcare marketing and digital engagement?

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No More “Healthcare Pass”: Intermountain Health Raises the Bar for Patient Experience

How do you align 34 hospitals, 400 clinics, nearly 5,000 employed physicians and advanced care providers, 68,000 caregivers (employees), and more than one million health plan members? For Intermountain Health, the answer is simple: by focusing everyone’s efforts on a unified mission to help people live the healthiest lives possible.

Revolutionizing Care: How Digital Transformation Shapes Patient Experience at Intermountain Health

// By Susan Dubuque // How do you align 34 hospitals, 400 clinics, nearly 5,000 employed physicians and advanced care providers, 68,000 caregivers (employees), and more than one million health plan members? For Intermountain Health, the answer is simple: by focusing everyone’s efforts on a unified mission to help people live the healthiest lives possible.

Building a Smarter Website: How Vanderbilt Health Scaled Its Online Presence with a Headless CMS

Websites play a crucial role in how consumers access information and make decisions. When designed properly, websites provide convenient, easy access to products, services, and information, and drive engagement and loyalty. Learn how Vanderbilt Health leveraged a comprehensive health library and headless CMS to boost engagement and conversions.

How the Vanderbilt Health Consumer-Focused Website Boosts Engagement and Conversions

// By Althea Fung // Websites play a crucial role in how consumers access information and make decisions. When designed properly, websites provide convenient, easy access to products, services, and information, and drive engagement and loyalty. Learn how Vanderbilt Health leveraged a comprehensive health library and headless CMS to boost engagement and conversions.

A Tale of Two CRMs: How Sharp HealthCare Achieved Success with a Dual Approach to Patient Engagement

CRM lacks a universal definition in healthcare, encompassing everything from patient acquisition to care gap resolution. The fragmented vendor landscape offers solutions ranging from niche tools to comprehensive platforms, challenging organizations to pinpoint their specific needs. Explore how Sharp HealthCare navigated this complexity, crafting a unique two-pronged strategy for optimal results.

How Can Your Digital Marketing Team Stay Ahead of Industry Transformations?

Marketing technology is evolving at warp speed, creating new tools and solutions that require greater resources, expertise, and talent. But how do leaders ensure their digital marketing teams evolve, grow, and adapt to keep up with these new technologies and transformations? Discover expert insights on managing digital teams to ensure long-term success.

Focus on CRM: Success Stories from Leading Healthcare Organizations

In this new report from eHealthcare Strategy & Trends, you’ll get an inside look at the current CRM landscape in healthcare and discover how hospitals and health systems around the country use it to streamline data and drive growth.

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How Many CRMs Do You Need?

// By Jane Weber Brubaker // CRM lacks a universal definition in healthcare, encompassing everything from patient acquisition to care gap resolution. The fragmented vendor landscape offers solutions ranging from niche tools to comprehensive platforms, challenging organizations to pinpoint their specific needs. Explore how Sharp HealthCare navigated this complexity, crafting a unique two-pronged strategy for optimal results.

Building and Leading Digital Marketing Teams for Long-Term Success

// By Daniel Fell // Marketing technology is evolving at warp speed, creating new tools and solutions that require greater resources, expertise, and talent. But how do leaders ensure their digital marketing teams evolve, grow, and adapt to keep up with these new technologies and transformations? Discover expert insights on managing digital teams to ensure long-term success.

Integrating Generative AI Into Your Healthcare Marketing Strategy

AI is a fast-moving train. Innovative health systems are jumping on board, testing new tools, and finding new use cases. Generative AI revolutionizes marketing and communications, offering unprecedented opportunities for customer engagement and personalization. According to a survey from Botco.ai, a generative AI chatbot company, 73 percent of marketing departments use generative AI to produce Read More

How Generative AI Transforms Marketing Operations at Mount Sinai, Banner Health

AI is a fast-moving train. Innovative health systems are jumping on board, testing new tools, and finding new use cases. // By Althea Fung // Generative AI revolutionizes marketing and communications, offering unprecedented opportunities for customer engagement and personalization. According to a survey from Botco.ai, a generative AI chatbot company, 73 percent of marketing departments Read More

Where Does CRM Stand in Addressing Today’s Healthcare Challenges?

The high cost and amount of churn in the healthcare CRM market have had many marketing leaders wondering if the huge investment they made was worth it. And those who still shop for the right solution wonder where to turn. But the need for flexible solutions that meet organizational needs has never been greater, as Read More

Geisinger and Henry Ford Health Leverage Epic Cheers to Fuel Marketing Efforts

Epic is the dominant player in electronic health records, with U.S. hospital market share of 35.9 percent, according to May 2023 research from KLAS, reported by Becker’s. This figure represents 47.6 percent of beds — nearly double that of Epic’s closest competitor, Oracle Cerner (25.8 percent), which gained hospitals but lost beds year over year. Read More

What Is the State of CRM Today, and How Does It Measure Up to Healthcare Industry Needs?

Ask the Expert, with Bob Cummings, Senior Vice President, Healthcare at LeadSquared // By Jane Weber Brubaker // The high cost and amount of churn in the healthcare CRM market have had many marketing leaders wondering if the huge investment they made was worth it. And those who still shop for the right solution wonder Read More

Epic Cheers Update

Two major U.S. health systems share why they like Epic’s CRM. // By Jane Weber Brubaker // Epic is the dominant player in electronic health records, with U.S. hospital market share of 35.9 percent, according to May 2023 research from KLAS, reported by Becker’s. This figure represents 47.6 percent of beds — nearly double that Read More

How to Maximize Clinic Capacity by Leveraging CRM

“What does deep-sea fishing have in common with CRM?” asks Craig Kartchner, AVP of marketing and customer experience at HonorHealth. In a new article, he explores the unexpected parallels between the two and discusses how healthcare marketers can leverage CRM to maximize clinic capacity. He describes the scenario like this: “Years ago, a friend of Read More

How to Create a Boatload of Clinic Capacity — and Quickly Fill It

// By Craig Kartchner // What does deep-sea fishing have in common with CRM? To be successful, both require real-time information and open lines of communication. Years ago, a friend of a friend shocked everyone in his circle when he quit his corporate job and decided to become a helicopter pilot. He eventually landed a Read More

Healthcare CRM is Evolving. Platforms Are Complex and the Stakes Are High. Are You Ready?

Healthcare CRM is evolving as health systems face new challenges and new expectations. Marketers at hospitals and health systems have spent the better part of a decade building the business case to invest in CRM platforms and the talent to run them, but the conversation is shifting due to challenging financial pressures and changes in Read More

Where Healthcare CRM Is Headed in 2023 and Beyond

// By Jared Johnson // As CRM has matured, expectations have changed. Digital leaders at HonorHealth discuss the challenges and opportunities, and the importance of close collaboration between strategy and operations to help internal clients achieve success. Marketers at hospitals and health systems have spent the better part of a decade building the business case Read More

How a CRM Strategy Delivered Cleaner and More Accurate Data for St. Bernards

Without the right tools, it’s hard to meet your strategic goals. With the right tools and partners, it’s as different as night and day. At St. Bernards Healthcare in northeast Arkansas, trying to prospect for new patients among new movers wasn’t working. That changed when the health system adopted a CRM platform, Virgin Pulse, in Read More

CRM Kick-Starts Successful Direct Marketing Campaigns at St. Bernards

// By Jane Weber Brubaker // St. Bernards’ marketing team tried to run direct mail campaigns on their own, but they weren’t working. Today, it’s a different story. Without the right tools, it’s hard to meet your strategic goals. With the right tools and partners, it’s as different as night and day. At St. Bernards Read More

Does Your Health System Need a Primary Care Reactivation Campaign?

Primary care plays a central role in the healthcare delivery system. But the COVID-19 pandemic upended primary care services. As a result, many primary care physicians closed their offices, offered reduced services, or used virtual care services to connect with patients. But when offices began to reopen, patients remained reticent to return. So is a Read More

Franciscan Missionaries of Our Lady Health System Drives Patients Back to Primary Care

// By Althea Fung // Sometimes patients need a nudge to get back to care. A CRM platform and a winning strategy drove positive results for this Louisiana-based health system. Primary care plays a central role in the healthcare delivery system. But the COVID-19 pandemic upended primary care services. As a result, many primary care Read More

Screening Campaign Helps Patients Get Back on Track With Their Care

“This past year was a year of transformation for UCHealth,” says Bill Altorfer of Cured. “Although such transformation during the COVID pandemic was challenging, it also gave rise to opportunities to improve patient experience in ways that weren’t initially on UCHealth’s strategic roadmap.” Here’s an excerpt from Altorfer’s new article: What began in the fall Read More