The Patient Experience Blueprint

Intiveo
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Welcome to The Patient Experience Blueprint, the podcast where we dive into the dynamic world of dentistry and technology. Join Intiveo as we have engaging discussions with experts, dental professionals, and industry leaders who share their insights on the latest trends and innovations in the field. Don't miss an episode – subscribe now and stay informed about the future of dental care.

  1. Stop Running Behind: How AI Gives Dental Teams Time Back with Laura Nelson

    FEB 17

    Stop Running Behind: How AI Gives Dental Teams Time Back with Laura Nelson

    AI isn't coming to dentistry – it's already here. And waiting to see if it "sticks" might be the costliest mistake your practice makes this year. In this episode, we sit down with Laura Nelson, VP of AI Training and Development at Mango Voice, founder of Front Office Rocks, and author of Brush Up on AI. With over 20 years of dental industry experience and a track record of training thousands of dental professionals, Laura shares why AI adoption isn't optional anymore – and how practices can stop running behind and start reclaiming time. What we cover: Why AI is moving faster than any technology dentistry has seen beforeThe truth about job security: AI won't replace you, but someone who uses AI willHow to identify where your practice is dropping the ball before implementing AI solutionsPractical, free tools like ChatGPT that can transform daily workflows right nowWhy plugging AI into broken systems only makes things worseHIPAA and privacy concerns every team member needs to understandHow to use AI for role-playing difficult patient conversations and phone skills trainingFraming AI adoption around patient experience, not just profitabilityWhat team members really need to hear: "What's in it for me?"The future of connected AI across scheduling, phones, scribing, and patient careFrom overcoming team resistance to understanding what efficiency actually looks like when you've never had it, this conversation challenges dental professionals to stop crossing their arms and start asking better questions. If you're a dentist, office manager, or team member navigating the tension between staying efficient and staying human, this episode offers honest, practical guidance from someone who's lived in the front office trenches. Connect with Laura Nelson: Website: LaurenNelsonSpeaks.comFront Office Rocks: FrontOfficeRocks.comLaura’s books: Brush Up On AI (2025), Step Away From The Drill (2018) Facebook Group: Brush Up on AIMango Voice (Margo AI): MangoVoice.comLinkedIn: Laura Nelson

    48 min
  2. The Man in the Mirror: Why Practice Culture Defines Patient Experience with Howard Farran

    FEB 11

    The Man in the Mirror: Why Practice Culture Defines Patient Experience with Howard Farran

    Dentistry isn't just another business – and treating it like one can quietly destroy your culture, patient trust, and long-term success. In this episode, we sit down with Howard Farran, CEO and Founder of Dentaltown, Farran Media, and the Dentistry Uncensored Podcast. With over 25 years of clinical experience and a track record of building one of the world's largest dental communities, Howard shares why generic business advice often fails dentists – and what practice owners should focus on instead. What we cover: Why dentistry is fundamentally different from most businessesHow fear – not finances – holds many dentists back from ownershipThe real impact of practice culture and employee turnover on patient experienceLessons from building Dentaltown into a global community of 160,000+ dental professionalsWhy mentorship, ownership, and accountability still matter in modern dentistryFrom overcoming early-career fear to building teams that actually care, this conversation challenges dentists to stop settling and start leading practices rooted in purpose and heart. If you're a dentist, associate, or practice owner navigating the tension between patient care and business pressure, this episode offers unfiltered insight from someone who's lived both sides. Connect with Howard Farran: YouTube: Dentaltown's "Dentistry Uncensored with Howard Farran" podcastLinkedIn: Howard FarranHowardFarran.comUncomplicate Business – Website | Amazon | GoodreadsDentaltown: dentaltown.comTwitter/X: @HowardFarranInstagram: @dentaltown

    52 min

  3. 09/15/2025

    The WOW Factor: How to Create a Practice Patients Can’t Stop Talking About

    What does it really mean to create a "WOW" worthy patient experience in dentistry? In this inspiring episode, we interview Dr. Anissa Broussard — dentist, marketing agency founder, and the first female dentist podcaster — who shares her powerful philosophy around patient care and practice growth. Dr. Broussard’s approach goes far beyond clinical skill, focusing on treating every patient like family, connecting from the heart, and delivering unexpected moments of delight. From the way dental teams can welcome children to how practices can leverage digital marketing, her patient-first mindset shines through. Whether you’re a dentist, office manager, or part of a dental team, this episode is packed with actionable wisdom on transforming both your patient experience and your professional journey. Tune in now and discover how authentic care, bold marketing, and a healing mindset can transform your dental practice. You can find Dr. Anissa Broussard of Digital Floss on LinkedIn and on Instagram at @dranissabroussard.

    44 min
  4. A Patient Experience You Trust: Why SOC 2 Compliance Matters for Healthcare

    08/20/2025

    A Patient Experience You Trust: Why SOC 2 Compliance Matters for Healthcare

    Your security standards shouldn’t stop at a BAA. In this episode of The Patient Experience Blueprint, our CTO Owen Ingraham breaks down what it means to go beyond checkbox compliance. With SOC 2 Type II certification, Intiveo is setting a new standard for trust in the dental industry. “The framework is essentially a whole suite of policies and compliance targets that need to be met, not just at one point in time, but over an extended period of time where a third-party auditor is going to take the time to ensure that you’re meeting those compliance standards.” - Owen Ingraham Learn how Intiveo is leading the charge on patient-first data security, and what this milestone means for large DSOs and every practice striving for a safer, more reliable experience.

    35 min
  5. Macro to Micro: The Future of Communications in Dentistry

    07/16/2025

    Macro to Micro: The Future of Communications in Dentistry

    In this episode of The Patient Experience Blueprint, we speak with John Poli, Industry Principal for Healthcare at RingCentral, about the transformation of patient communications across dental practices — from large DSOs to single offices. John breaks down how AI and UCaaS (Unified Communications as a Service) are helping streamline experiences, improve trust, and address industry-wide issues like burnout, patient retention, and staffing shortages. We also highlight the partnership between RingCentral and Intiveo — a powerful collaboration reshaping how dental providers communicate with their patients.

    50 min

  6. 06/17/2025

    Transformative Power of Holistic Patient Support with Laura Alexis

    In this episode of The Patient Experience Blueprint, we speak with Laura Alexis, the CEO and Founder of POP Recovery Systems, about why recovery shouldn’t stop at the OR doors. Laura shares the deeply personal story that inspired POP, a patient-centered platform designed to provide guidance, safety, and emotional support throughout the surgical journey. What you’ll hear: Why “Patients Over Profits” isn’t just a slogan — it’s the mission  What a truly supportive pre-op and post-op patient journey looks like  How POP blends technology with human care to create powerful outcomes

    49 min

  7. 05/29/2025

    How to Scale a $1-Billion Oral Care Company with Dr. Jon Marashi

    What do Matt Damon, Cher, and Kate Hudson have in common? Their smiles were crafted by Dr. Jon Marashi — but that’s only part of the story. In this episode of The Patient Experience Blueprint, we sit down with the celebrity dentist and co-founder of Byte to talk about transforming dentistry through entrepreneurship. Dr. Marashi walks us through his journey from private practice to building a billion-dollar brand, and how he continues to innovate with products like the M Sonic Luxury Tonic toothbrush.

    45 min
  8. Tracing Humanity Through Isotopes: Project FIND-EM and Forensic Breakthroughs

    05/01/2025

    Tracing Humanity Through Isotopes: Project FIND-EM and Forensic Breakthroughs

    This episode of The Patient Experience Blueprint delves into Project FIND-EM, a groundbreaking initiative by the University of Utah that employs forensic isotope ratio mass spectrometry to help identify unknown human remains. Plus, we examine how Project FIND-EM intersects with the patient experience and discuss how participation can deepen the bond between patients and their dental providers, fostering trust and long-term engagement.

    30 min
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Welcome to The Patient Experience Blueprint, the podcast where we dive into the dynamic world of dentistry and technology. Join Intiveo as we have engaging discussions with experts, dental professionals, and industry leaders who share their insights on the latest trends and innovations in the field. Don't miss an episode – subscribe now and stay informed about the future of dental care.

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