Q&A with Olivia (Ross) Taylor, Director of CRO at Directive Consulting

MEDIA 7 | June 25, 2019

Olivia Taylor, Director of CRO at Directive Consulting has 10 years of working experience in graphic designing and has expert knowledge in CRO/UX in landing pages and websites designing.

Olivia was recently nominated for the Orange County Business Journal's Top 25 Women in Business Awards.

MEDIA 7: What’s your superpower?
OLIVIA TAYLOR: I would like to think my superpower is empathy. That’s part of what CRO is: figuring out and understanding what’s going on through people’s minds and finding out what people need and want.

M7: Does it point to user intent, a term generally used in Account Based Marketing?
OT: 
Yes, exactly that. Because I’m able to basically understand where the consumer and the buyer is coming from, I can better optimize my clients’ websites, change that language in the headline and the subhead to relate to the customers’ pain points and better describe the benefits of what my client can provide to them.

M7: Your career spans an impressive 8 years from a Graphic Designer to being a Director of CRO at Directive Consulting. What attracted you to this industry, and how does Directive Consulting fit into your story?
OT:
I became a designer because all other subjects in school were boring. 2+2 will always be 4, but with design, there are so many possibilities - so many different solutions to a problem. Plus, I always loved drawing and creating.
While going to school, I worked as a designer at a few different places. Then upon graduating, I worked at a tech company in-house but it just wasn’t for me. I moved on to an agency that was full-service, but that also was not the right fit. After that job, I ended up at a PPC agency where I learned about CRO. I started there as just a designer and left there as the Director of CRO.

Using the skills I learned there, I was able to join the upstanding company that is Directive where I’m learning so much more, and doing so many more awesome things than I did at any other job and it has been amazing. It’s so wonderful to work at a place that is professional and that takes the work so seriously, only striving to be the best at being different. 


"The best way we can convince the customers is that we need to address what our client does, that no other competitor can do."

M7: Could you tell us about your best practices for creating an ideal customer experience?
OT: 
A functioning website that loads quickly
Easy navigation and user experience
Clear offerings and clear unique value propositions (what is it that you do that no competitor does?)
Great social proof (testimonials and case studies from current clients, awards, etc)

Great customer service: prompt support, regular email check-ins to see how your customer is doing, offer deals and promotions - all of these things keep a customer coming back for more.

M7: While creating a unique value proposition, how do you drive in the utility? In other words, how do you convince the customer about the uniqueness of your service?
OT: 
We definitely have to utilize this through the headline and anywhere in the hero section of the landing page or the homepage because that’s where people are landing first and you need to be able to grab their attention in the first five seconds. So, the best way we can convince the customers, is that we need to address what our client does, that no other competitor can do.

If you can say we’re the only platform that does x, y, and z, that is a great unique selling point. Another thing to consider is backing up your clients with data. If you are offering some sort of platform that will save me time on the implementation of a process, then tell me how much time I’m going to save. If you say, “Cut down your execution time by 90% with our platform” that’s a unique value proposition. That shows the benefit to the user there, and that will entice users to click through and complete the form. So, gaining conversions is usually based around giving real data that explains exactly what value the visitors are going to see or how much money is going to be made or saved, and how much time is going to be saved to solve a problem with this solution. The other side of the coin is “we are the only ones that do x y z” and that will basically set a business apart from their competitors.

M7: How does collaboration and communication come into play in your role?
OT: 
It’s the entire job. I oversee a design team and I need to make sure my team is not only communicating with me but communicating with other departments. PPC, SEO, and CRO must all work together to get the job done and we’re stronger together than apart. I have daily follow-ups on different accounts, weekly meetings, client sync ups - whatever it takes to make sure that I and the rest of the team have complete transparency into what is happening with these accounts so that we can assist in whatever way we can. We want our specialists and account managers to own their strategy, but the directors are responsible for approving the strategy and improving it if needed.


"As designers, we need to remember that form follows function, so we must be sure that this information is easily accessible, that the message is clear."

M7: What are the biggest mistakes you see businesses making when attempting to optimize their site to increase conversions?
OT:
These companies spend tens of thousands of dollars on a rebrand which will be done by a branding agency that has no knowledge of designing a site for increased conversions. Too many times we’ve had clients come in that just had a rebrand done and their conversions plummeted. So we will go in and audit the site to find out what is causing the problem. Too often, design takes over function but we must always remember that form follows function. As an example, the white space in the new site may be beautiful, but none of your visitors can even see what you’re offering until they get halfway down the page. Things like this are the biggest issues we see.

Also, with too many changes implemented at once, it makes it harder to pinpoint what caused the drop in conversions. It’s often times all of the things combined together that caused the problem. If a company is going to focus on increasing conversions, the changes need to be based on data and not on whims or best practices. Data doesn’t lie.

M7: What is the most challenging part of doing a conversion optimization project? What type of resource commitment do you require from your team?
OT:
The most challenging part is that the results cannot be guaranteed. Our tests are based on data but they’re just that: a test, a hypothesis. Nothing is written in stone. 9 out of 10 times I will be right in my hypothesis, but there will always be a test that fails. We still celebrate the failure because we still learn from it. We can find out why the test didn’t work and use it to narrow down on what will work.

As far as resources are concerned, we want to make sure that we’re testing at least a few things each week per client. We use Hotjar for qualitative research as well as Google Optimize for on-page testing, and Instapage/Unbounce for landing page testing. Reporting is a big part of our deliverable so a good amount of our time is spent gathering the data and providing insights to the client.

M7: According to you, what prompts a visitor to scroll down to the bottom of a webpage?
OT: 
Usually you would have to have a message that entices them in the hero section of the landing page. Just like we discussed about the UVPs, we need to show the customer right when they land on the page, that this is the solution for your problem. That will entice them to scroll down. You can sometimes kind of coax people to scroll down: I like to use false CTAs to get more information and if they click that CTA, it will scroll down to the benefit section on the page and that will get people to start scrolling. And from that benefit section you could have a CTA linking to the case studies on the landing page and get them to scroll down even further on the page.

The main issue is people think of redesigning their page to look better and they see horrible conversions because it may be beautiful but it’s not functional. The messaging is vague and does not relate to what it is they do as a company that’s better than anybody else. They don’t adjust the benefits, and they’re too stuck on this flowery and technical language that a lot of SaaS companies like to use. So, the biggest thing is being very upfront with what you do in layman’s terms, making it as clear as possible to the lowest common denominator, so that you have a potentially larger pool of leads versus only having that technical jargon that only a few may understand. This usually relates a lot to B2B and SaaS clients. They get really hung up on their own language that’s very technical but the common man that needs their service doesn’t understand that...just tell them what the benefit is.

So, to summarize that long rant: basically, make sure that the messaging is clear about the benefits right away, then use CTAs on your page to entice people to keep scrolling so they continue to learn more. Keep people engaged and reading, section by section.


"Gaining conversions is based around giving real data that explains what value the visitors are going to see or how much money is going to be made or saved, and how much time is going to be saved."

M7: In a world where anyone can start a web-based business, generating trust is more important than ever before. Considering this, what impact does design have on revenue?
OT: 
It has a huge impact. If you land on a site that is poorly designed - it’s ugly, it’s confusing, you have no idea what they sell - do you think you would stay on that site for long? No, you’d go to a site that has a clear hero image showing the product and how it works, and a headline that explains what sets it apart from any other competitor product. The way information is presented is just as important as what information is being said.




One-size-doesn’t-fit-all and I’ve seen pages that - funny enough - looked horrible but converted better than the redesign we did, just because the form was more readily available. All the information was above the fold and it looked really scrunched. However, the customers got whatever they needed right away and that was what was important. So even when you’re seeing this image of bad vs good, we could argue that maybe the option on the right still won’t convert because it’s not quite explaining any unique value composition. It has a lot of beautiful imagery but it’s not getting to the point. Although these full-width websites with huge images is the trend, I think it needs to be taken with a grain of salt and used sparingly; and it needs to be dialed back a bit when it comes to conversions. You have these big beautiful images and people have to scroll very far just to get down to the first paragraph which is not good for conversions even though it’s trendy. As designers, we need to remember that form follows function, so we must be sure that this information is easily accessible, that the message is clear and if it is, then great! The beauty comes after that, but messaging has to be clear, concise, and easily understood.

M7: Directive Consulting ranks #1 on Google for “SEO Agency”. What SEO strategies and tools does the company leverage to channelize its sales campaigns?
OT: 
On page SEO and targeted guest posting with keyword driven anchor text. Then we continually write content around SEO and internally link back to our core SEO page.

M7: As a child what did you want to be when you grew up?
OT:
I wanted to be a speleologist (a cave scientist) for years. I was obsessed with caves, stalactites, and stalagmites. I’ve always been interested in maths and sciences, but there are dangers tied to being a cave scientist so I gave up on that. I still sometimes wonder what would have been if I had gone into the sciences instead of design. Maybe I’ll try it out in a few years!

M7: That sounds interesting! Have you visited caves in your earlier days?
OT: Yes, I did visit just a few caves, nothing big like the Man of the cave or Carlsbad cavern but as a child I was very interested in science – Biology, Zoology, Geology just the world around me and caves are interesting because they��re the dark places that not many people go to. I love history, I love biology so I think caves are kind of that interesting combination of both cause they’re ancient and they have these creatures that are so bizarre you know, like these blind salamanders which is like a different world there. I got very fixated on that for a few years as a child, reading all the books I could about it. I had my mind set, this is what I was going to do and I didn’t take into account the dangers of being a cave scientist. You’ll have to get into tight little spaces and there could be cavemen, you could get lost and stuck. Me being a homebody and kind of a bookworm, I decided, you know, maybe this is not the path for me, but I was also an artistic child. I was drawing all the time and that’s how I ended up in design school instead. So a very different path, but I still love science and history so I might dabble in it later in my life but for now it’s been design.

ABOUT DIRECTIVE CONSULTING

Directive does beautiful search marketing for B2B and enterprise companies that share our values. We redefine the global standard for how marketers work, live, and grow. We are a group of SEO, PPC, and content experts who are passionate about working with the best B2B brands in the world. When we are not executing ROI driven campaigns, you can find us drinking cold brew, volunteering in our community, or playing an intense game of ping-pong.

More THOUGHT LEADERS

Botco.ai's Co-Founder & Executive Chairman, Anu Shukla says, 'Instant' is the new mantra

Media 7 | November 15, 2021

Anu Shukla, Co- Founder & Executive Chairman at Botco.ai explores the latest features on Botco.ai 2.0 and how it helps marketers in health and wellness verticals make more personalized, analytical and actionable insight-driven campaigns. Read on to find out about the biggest challenges in the current COVID-19 influenced product marketing landscape....

Read More

Q&A with Fredrik Sundberg, Global Director Strategic Customer Relations at Cytiva

Media 7 | September 17, 2021

Fredrik Sundberg, Global Director Strategic Customer Relations at Cytiva, is responsible for working with the pharmaceutical industry to improve current workflows with innovative bioanalytical solutions. He also advises on R&D projects and business development activities. Fredrik is the author of several publications on drug discovery and biosimilar strategies. He is also a member of an EMEA Pharmaceutical Industry Expert Panel, and he lectures and discusses regulatory issues with government officials and health authorities....

Read More

Q&A with Cecil Nick, Vice President at Parexel

Media 7 | August 2, 2021

Cecil Nick, Vice President (Biotechnology) at Parexel, is a biochemistry graduate and regulatory professional with over 30 years experience specializing in the clinical development of biological and biotech products. He has supported 7 biosimilar marketing approvals and has over 80 biosimilar Agency interactions in EU, US, Canada and RoW. He offers extensive expertise to clients with respect to biosimilars, comparabilty, clinical development, orphan drugs and training. He is a fellow of TOPRA and has been a guest lecture at Cardiff University for MSc in Clinical Research, and Greenwich University for MSc in Pharmaceutical Sciences, courses and Biotech Module leader for the TOPRA MSc course. He was on the editorial panel of SCRIP Clinical Research and has over 30 publications to his name....

Read More

Botco.ai's Co-Founder & Executive Chairman, Anu Shukla says, 'Instant' is the new mantra

Media 7 | November 15, 2021

Anu Shukla, Co- Founder & Executive Chairman at Botco.ai explores the latest features on Botco.ai 2.0 and how it helps marketers in health and wellness verticals make more personalized, analytical and actionable insight-driven campaigns. Read on to find out about the biggest challenges in the current COVID-19 influenced product marketing landscape....

Read More

Q&A with Fredrik Sundberg, Global Director Strategic Customer Relations at Cytiva

Media 7 | September 17, 2021

Fredrik Sundberg, Global Director Strategic Customer Relations at Cytiva, is responsible for working with the pharmaceutical industry to improve current workflows with innovative bioanalytical solutions. He also advises on R&D projects and business development activities. Fredrik is the author of several publications on drug discovery and biosimilar strategies. He is also a member of an EMEA Pharmaceutical Industry Expert Panel, and he lectures and discusses regulatory issues with government officials and health authorities....

Read More

Q&A with Cecil Nick, Vice President at Parexel

Media 7 | August 2, 2021

Cecil Nick, Vice President (Biotechnology) at Parexel, is a biochemistry graduate and regulatory professional with over 30 years experience specializing in the clinical development of biological and biotech products. He has supported 7 biosimilar marketing approvals and has over 80 biosimilar Agency interactions in EU, US, Canada and RoW. He offers extensive expertise to clients with respect to biosimilars, comparabilty, clinical development, orphan drugs and training. He is a fellow of TOPRA and has been a guest lecture at Cardiff University for MSc in Clinical Research, and Greenwich University for MSc in Pharmaceutical Sciences, courses and Biotech Module leader for the TOPRA MSc course. He was on the editorial panel of SCRIP Clinical Research and has over 30 publications to his name....

Read More

Related News

MEDICAL DEVICES

Carestream Health Unveils New X-ray Detectors, Enhanced X-ray Rooms at World’s Largest Radiology Exhibition

Carestream Health | November 29, 2022

Carestream’s legacy of delivering quality medical imaging technology continues with the launch of new digital X-ray detectors that help improve clinical outcomes, while enhancements to its existing product portfolio reflect the company’s deep understanding of the radiology profession. At the annual meeting of the Radiological Society of North America (RSNA) in Chicago, the company is displaying its expanding portfolio of medical imaging systems that provide quantifiable benefits to healthcare organizations and their patients, including New Carestream Focus HD 35 and Focus HD 43 detectors that offer higher resolution with a 100 micron pixel pitch that allows for image magnification for better visibility of small objects and microstructures. The detectors’ Cesium (CsI) scintillator is ideal for dose-sensitive pediatric patients; and the detectors have an IP56 rating for better protection against dust and fluid ingress. Next generation of long-length imaging, the Carestream DRX-LC Detector (INVESTIGATIONAL – NOT AVAILABLE FOR COMMERCIAL SALE) captures long-bone and spine images with a single exposure, making it ideal for pediatric imaging and long-bone and spine images of people with limited mobility. In contrast, the traditional multi-shot approach requires three to five exposures followed by manipulation and stitching of the images. The new detector is designed to capture the full image in a single exposure to minimize dose and mitigate motion artifact that can appear from patient movement with a multi-shot exam. The DRX-LC Detector is designed with X-Factor so the detector can be shared across different Carestream X-ray systems and is compatible with both rooms and mobile units. Enhancements to the Carestream DRX-Evolution Plus that provide improved patient comfort and a better ergonomic experience along with improved workflow for the radiographer. Its new tabletop design eliminates rails that can cause strain and discomfort for both radiographer and patient, enabling patients to be moved more smoothly and with less effort to the exam table. New features in the Carestream DRX-Excel Plus provide a better staff experience with faster workflow and better diagnostic image quality. Designed specifically for large and mid-size hospitals and medical centers, this innovative system combines fluoroscopy and general radiology capabilities in one compact unit. It delivers accelerated workflow, high-resolution images and a wide range of patient exam options. “Our commitment to quickly respond to the needs of the radiology community with ideas that clearly work is as strong as ever, and we are solidly positioned to continue developing solutions that have quantifiable benefits to our customers and their patients. Organizations can have complete confidence in our ability to provide high-value technology that helps lower costs, and improves imaging workflow for radiology departments, technologists and other healthcare professionals—all with the goal of improving patient care.” David C. Westgate, Chairman, President and CEO of Carestream About Carestream Health Carestream is a worldwide provider of medical imaging systems; X-ray imaging systems for non-destructive testing; and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network.

Read More

FUTURE OF HEALTHCARE,MEDICAL DEVICES

Healthcare Under Cyberattack: Unprotected Medical IoT Devices Threaten Patient Care

Capterra | November 30, 2022

The rising adoption of connected medical devices is accelerating cyberattacks, according to Capterra’s new Medical IoT Survey of healthcare IT professionals. The survey also reveals that 67% of healthcare cyberattacks impact patient data and nearly half impact patient care, an indication that rising security risks in the industry are leading to severe consequences in patient outcomes and privacy. The medical internet of things is helping to make healthcare more convenient, efficient, and patient-centric. However, connected devices with IoT sensors often have unprotected security vulnerabilities that endanger healthcare facilities, and even patients. In fact, medical practices with more than 70% of their devices connected are 24% more likely to experience a cyberattack than practices with 50% or fewer connected devices. “As a healthcare organization connects more medical devices to its network, its attack surface expands. Connected medical devices often go unmonitored for security vulnerabilities, and because they run on a wide array of software and hardware platforms, it’s difficult to monitor with a single tool. This means that many connected medical devices are left wide open to cyberattacks.” Zach Capers, senior security analyst at Capterra More than half of healthcare IT staff rate the cybersecurity threat level in the industry as high or extreme, yet many healthcare organizations are not taking the necessary steps to protect medical IoT devices. Alarmingly, 57% do not always change the default username and password for each new connected medical device that is put into use. Additionally, 82% run connected medical devices on old Windows systems. If a security vulnerability is discovered, organizations should patch the device or update its firmware as soon as possible. Unfortunately, 68% of healthcare organizations don’t always update connected devices when a patch is available. However, vulnerabilities and associated patches aren’t always well publicized, which means healthcare IT staff must stay up-to-date on emerging threats to medical IoT devices. Medical IoT security requires proactive and ongoing vigilance. Healthcare practices should conduct routine vulnerability assessments before connecting medical devices to their IT network. They should also keep an up-to-date and accurate inventory of all connected devices plus associated software and firmware, and use software to monitor these devices. Read the full report on Capterra.com to learn more about best practices for healthcare organizations to strengthen security for their medical IoT devices. About Capterra Capterra is the leading software reviews and selection platform that connects businesses to the right technology. Compare software, read and leave reviews, and access objective insights that empower business growth.

Read More

HEALTHTECH SECURITY

Carenet Health Acquires Stericycle Communication Solutions, Creating Industry’s Most Comprehensive Healthcare Consumer Engagement Company

Carenet Health | December 02, 2022

Carenet Health, a leading provider of 24/7 and on-demand patient engagement solutions announced it has acquired Stericycle Communication Solutions, an industry leader in patient engagement technology and solutions and a service of Stericycle, Inc. as part of its strategic vision to create a cohesive patient experience and provide better healthcare for all. The acquisition strengthens Carenet’s robust capabilities in the payer, healthcare services, and clinical arenas by adding provider-centric technology services including online scheduling platforms, automated messaging solutions, and additional inbound and outbound call center services. The combined entity provides 1 in 3 Americans access to Carenet offerings and works with 14 of the top 20 health systems in the U.S., among 1,000 other leading healthcare companies. “At this critical moment in healthcare, where health systems are working hard to get patients back in the door for needed procedures, we’re pleased to be able to provide 24/7 modernized and elevated technology tools with the overall goals of better access, better experiences, better outcomes, and better profitability. Carenet is now the industry’s most experienced and comprehensive healthcare consumer engagement company, delivering dynamic integrated solutions that support the ongoing shift to value-based care.” John Erwin, Carenet chief executive officer In addition to Carenet’s Intelligent Engagement™ clinical and telehealth services, Carenet’s offerings now include Best-in-class Intelligent Scheduling solution, built on the InQuicker™ scheduling platform, that enables patients to convert at the moment of intent Broadest and deepest EHR/EMR integrated solution in the marketplace Award-winning SaaS digital and automation platforms with natural language processing and multi-language capabilities Partnerships with leading health-tech innovators, including leading search platforms Fully API-enabled enterprise platform Carenet’s Matt Dickson, formerly senior vice president at Stericycle Communication Solutions, said the deal is a great fit for both companies. “The acquisition creates an enhanced and powerful end-to-end clinical solution for payers, providers, and healthcare partners that eliminates costly handoffs and multi-vendor management headaches,” Dickson said. “Additionally, our hospital and health system customers will continue to receive the top-notch service they expect while also benefiting from Carenet’s deep clinical expertise and resources. The strategic marriage of tech-enabled communications and expert human capital is a recipe for success during this time of worker shortages, delayed care, and heightened interest in non-traditional venues of healthcare.” Carenet’s enhanced portfolio brings together a human touch to patient engagement and innovative technology solutions to deliver meaningful improvements to patient experience and health outcomes while strengthening provider, payer, and healthcare partner successes. “We’re excited to build on our more than 30 years of expertise by exponentially improving our ability to modernize and optimize the delivery of the healthcare consumer experience across the entire patient engagement journey,” said Mick Mazour, Carenet president. “It’s an essential moment in time for healthcare, and we’re well-positioned to answer the industry’s call for better healthcare for all.” About Carenet Health Carenet Health is the industry's leading healthcare consumer engagement company, providing member and patient engagement, clinical support, virtual care, online scheduling, and advocacy solutions for providers, payers, and partners. One in three Americans have access to Carenet's services. The global company is headquartered in San Antonio, Texas. About Stericycle Communication Solutions Stericycle Communication Solutions is an industry leading provider of patient engagement solutions, providing online scheduling, automated messaging, and strategic inbound and outbound call center services to drive patient access, action, and adherence. Combining a human touch with innovative technologies, Stericycle Communication Solutions delivers a comprehensive patient engagement platform that helps clients acquire and retain patients, achieve higher customer satisfaction rates, enhance their brands, and grow revenue.

Read More

MEDICAL DEVICES

Carestream Health Unveils New X-ray Detectors, Enhanced X-ray Rooms at World’s Largest Radiology Exhibition

Carestream Health | November 29, 2022

Carestream’s legacy of delivering quality medical imaging technology continues with the launch of new digital X-ray detectors that help improve clinical outcomes, while enhancements to its existing product portfolio reflect the company’s deep understanding of the radiology profession. At the annual meeting of the Radiological Society of North America (RSNA) in Chicago, the company is displaying its expanding portfolio of medical imaging systems that provide quantifiable benefits to healthcare organizations and their patients, including New Carestream Focus HD 35 and Focus HD 43 detectors that offer higher resolution with a 100 micron pixel pitch that allows for image magnification for better visibility of small objects and microstructures. The detectors’ Cesium (CsI) scintillator is ideal for dose-sensitive pediatric patients; and the detectors have an IP56 rating for better protection against dust and fluid ingress. Next generation of long-length imaging, the Carestream DRX-LC Detector (INVESTIGATIONAL – NOT AVAILABLE FOR COMMERCIAL SALE) captures long-bone and spine images with a single exposure, making it ideal for pediatric imaging and long-bone and spine images of people with limited mobility. In contrast, the traditional multi-shot approach requires three to five exposures followed by manipulation and stitching of the images. The new detector is designed to capture the full image in a single exposure to minimize dose and mitigate motion artifact that can appear from patient movement with a multi-shot exam. The DRX-LC Detector is designed with X-Factor so the detector can be shared across different Carestream X-ray systems and is compatible with both rooms and mobile units. Enhancements to the Carestream DRX-Evolution Plus that provide improved patient comfort and a better ergonomic experience along with improved workflow for the radiographer. Its new tabletop design eliminates rails that can cause strain and discomfort for both radiographer and patient, enabling patients to be moved more smoothly and with less effort to the exam table. New features in the Carestream DRX-Excel Plus provide a better staff experience with faster workflow and better diagnostic image quality. Designed specifically for large and mid-size hospitals and medical centers, this innovative system combines fluoroscopy and general radiology capabilities in one compact unit. It delivers accelerated workflow, high-resolution images and a wide range of patient exam options. “Our commitment to quickly respond to the needs of the radiology community with ideas that clearly work is as strong as ever, and we are solidly positioned to continue developing solutions that have quantifiable benefits to our customers and their patients. Organizations can have complete confidence in our ability to provide high-value technology that helps lower costs, and improves imaging workflow for radiology departments, technologists and other healthcare professionals—all with the goal of improving patient care.” David C. Westgate, Chairman, President and CEO of Carestream About Carestream Health Carestream is a worldwide provider of medical imaging systems; X-ray imaging systems for non-destructive testing; and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network.

Read More

FUTURE OF HEALTHCARE,MEDICAL DEVICES

Healthcare Under Cyberattack: Unprotected Medical IoT Devices Threaten Patient Care

Capterra | November 30, 2022

The rising adoption of connected medical devices is accelerating cyberattacks, according to Capterra’s new Medical IoT Survey of healthcare IT professionals. The survey also reveals that 67% of healthcare cyberattacks impact patient data and nearly half impact patient care, an indication that rising security risks in the industry are leading to severe consequences in patient outcomes and privacy. The medical internet of things is helping to make healthcare more convenient, efficient, and patient-centric. However, connected devices with IoT sensors often have unprotected security vulnerabilities that endanger healthcare facilities, and even patients. In fact, medical practices with more than 70% of their devices connected are 24% more likely to experience a cyberattack than practices with 50% or fewer connected devices. “As a healthcare organization connects more medical devices to its network, its attack surface expands. Connected medical devices often go unmonitored for security vulnerabilities, and because they run on a wide array of software and hardware platforms, it’s difficult to monitor with a single tool. This means that many connected medical devices are left wide open to cyberattacks.” Zach Capers, senior security analyst at Capterra More than half of healthcare IT staff rate the cybersecurity threat level in the industry as high or extreme, yet many healthcare organizations are not taking the necessary steps to protect medical IoT devices. Alarmingly, 57% do not always change the default username and password for each new connected medical device that is put into use. Additionally, 82% run connected medical devices on old Windows systems. If a security vulnerability is discovered, organizations should patch the device or update its firmware as soon as possible. Unfortunately, 68% of healthcare organizations don’t always update connected devices when a patch is available. However, vulnerabilities and associated patches aren’t always well publicized, which means healthcare IT staff must stay up-to-date on emerging threats to medical IoT devices. Medical IoT security requires proactive and ongoing vigilance. Healthcare practices should conduct routine vulnerability assessments before connecting medical devices to their IT network. They should also keep an up-to-date and accurate inventory of all connected devices plus associated software and firmware, and use software to monitor these devices. Read the full report on Capterra.com to learn more about best practices for healthcare organizations to strengthen security for their medical IoT devices. About Capterra Capterra is the leading software reviews and selection platform that connects businesses to the right technology. Compare software, read and leave reviews, and access objective insights that empower business growth.

Read More

HEALTHTECH SECURITY

Carenet Health Acquires Stericycle Communication Solutions, Creating Industry’s Most Comprehensive Healthcare Consumer Engagement Company

Carenet Health | December 02, 2022

Carenet Health, a leading provider of 24/7 and on-demand patient engagement solutions announced it has acquired Stericycle Communication Solutions, an industry leader in patient engagement technology and solutions and a service of Stericycle, Inc. as part of its strategic vision to create a cohesive patient experience and provide better healthcare for all. The acquisition strengthens Carenet’s robust capabilities in the payer, healthcare services, and clinical arenas by adding provider-centric technology services including online scheduling platforms, automated messaging solutions, and additional inbound and outbound call center services. The combined entity provides 1 in 3 Americans access to Carenet offerings and works with 14 of the top 20 health systems in the U.S., among 1,000 other leading healthcare companies. “At this critical moment in healthcare, where health systems are working hard to get patients back in the door for needed procedures, we’re pleased to be able to provide 24/7 modernized and elevated technology tools with the overall goals of better access, better experiences, better outcomes, and better profitability. Carenet is now the industry’s most experienced and comprehensive healthcare consumer engagement company, delivering dynamic integrated solutions that support the ongoing shift to value-based care.” John Erwin, Carenet chief executive officer In addition to Carenet’s Intelligent Engagement™ clinical and telehealth services, Carenet’s offerings now include Best-in-class Intelligent Scheduling solution, built on the InQuicker™ scheduling platform, that enables patients to convert at the moment of intent Broadest and deepest EHR/EMR integrated solution in the marketplace Award-winning SaaS digital and automation platforms with natural language processing and multi-language capabilities Partnerships with leading health-tech innovators, including leading search platforms Fully API-enabled enterprise platform Carenet’s Matt Dickson, formerly senior vice president at Stericycle Communication Solutions, said the deal is a great fit for both companies. “The acquisition creates an enhanced and powerful end-to-end clinical solution for payers, providers, and healthcare partners that eliminates costly handoffs and multi-vendor management headaches,” Dickson said. “Additionally, our hospital and health system customers will continue to receive the top-notch service they expect while also benefiting from Carenet’s deep clinical expertise and resources. The strategic marriage of tech-enabled communications and expert human capital is a recipe for success during this time of worker shortages, delayed care, and heightened interest in non-traditional venues of healthcare.” Carenet’s enhanced portfolio brings together a human touch to patient engagement and innovative technology solutions to deliver meaningful improvements to patient experience and health outcomes while strengthening provider, payer, and healthcare partner successes. “We’re excited to build on our more than 30 years of expertise by exponentially improving our ability to modernize and optimize the delivery of the healthcare consumer experience across the entire patient engagement journey,” said Mick Mazour, Carenet president. “It’s an essential moment in time for healthcare, and we’re well-positioned to answer the industry’s call for better healthcare for all.” About Carenet Health Carenet Health is the industry's leading healthcare consumer engagement company, providing member and patient engagement, clinical support, virtual care, online scheduling, and advocacy solutions for providers, payers, and partners. One in three Americans have access to Carenet's services. The global company is headquartered in San Antonio, Texas. About Stericycle Communication Solutions Stericycle Communication Solutions is an industry leading provider of patient engagement solutions, providing online scheduling, automated messaging, and strategic inbound and outbound call center services to drive patient access, action, and adherence. Combining a human touch with innovative technologies, Stericycle Communication Solutions delivers a comprehensive patient engagement platform that helps clients acquire and retain patients, achieve higher customer satisfaction rates, enhance their brands, and grow revenue.

Read More

Spotlight

Directive Consulting

Directive does beautiful search marketing for B2B and enterprise companies that share our values. We redefine the global standard for how marketers work, live, and grow. We are a group of SEO, PPC and content experts who are passionate about working with the best B2B brands in the world. When we are...

Events

Resources