Touch Point Podcast: Recent Episodes
Reed Smith and Chris Boyer
Chris Boyer and Reed Smith, with XSOLIS's Cassandra Skinner, on the patient financial experience and why marketing has never owned the bill.
Patients judge care quality by your website. Chris Boyer and Reed Smith, with Sondra Brown and Chris Pace, on where the ones who give up go.
Chris Boyer and Reed Smith, with HCIC's Kathy Divis and Mike Schneider, on when "we've seen this before" is wisdom about AI and when it's a trap.
Chris Boyer and Reed Smith on the patient feedback gap: why health systems collect the patient voice, score it for CMS, and never close the loop with patients.
Healthcare M&A is active again. Chris Boyer and Reed Smith, with guest Christine Albert, on where a merger's value gets built and how AI fits integration.
ICYMI: Chris Boyer and Reed Smith on why AI became the first stop for care, and what it means now that patients and clinicians lean on one vendor.
Google went AI-first and your search results are getting sloptimized. Chris Boyer and Ed Bennett on buried links, gamed chatbots and AI hype in art, news and science.
Stephanie Wierwille of BPD Healthcare makes the case that most health systems are using AI to optimize, when they should be using it to reimagine.
How is AI changing healthcare marketing? Brian Gresh and Chris Boyer discuss preparing teams, protecting trust, and strengthening the patient experience.
Provider directories are wrong about half the time. Chris Boyer and Reed Smith on ghost networks, and why a plain workflow beat AI at fixing them.
Patient friction is data. Chris Boyer and Reed Smith read inconvenience as a signal of what patients value and what healthcare leaders actually commit to.
Sandra Mackey of Bon Secours Mercy Health talks consumerism in healthcare, what it means to be patient-led, and why failure is a feature of good leadership.
Bridget Duffy, MD explains how AI can ease clinician burnout and bring humanity back to healthcare, from triage to how patients receive hard news.
Pew named the online health seeker in 2000. Healthcare answered with disclaimers. Chris Boyer and Reed Smith walk five dated moments the industry saw and waited on, then build a six-marker test for spotting the next one. Three of four signals running right now score 5 or 6 of 6. touchpoint.health
Chris Boyer and Reed Smith revisit the three most downloaded Touch Point interviews of 2025, featuring insights from WG Content’s Dianne Hammons on custom LLMs and content operations, Loop Agency’s Matt Cyr on AI as a creative partner, and Dean Browell on the shifting influence of online reviews. This Thanksgiving special highlights the themes that shaped healthcare marketing this year, including AI driven content workflows, creative reinvention, and the changing landscape of reputation.
Ed Bennett and Chris Boyer break down the chaos of modern streaming, launch the SNAT Book Club with Cory Doctorow’s “Enshitification,” and test GenAI tools to coin a new word for fear of leaving things behind.
Live from the 2025 HealthCare Internet Conference (HCIC) in Las Vegas, host Chris Boyer talks with Cynthia Newton, Therese Lockemy, and Christine Albert of Solutions Central about the power of outside perspectives in healthcare marketing. The group discusses the trends defining 2025—from cross-department collaboration to leveraging technology for smarter business growth—and closes with a round of Touch Point Hot Takes on what’s next for healthcare digital strategy.
Ohio State’s Skip Hidlay shares how authentic, fact-based storytelling helps healthcare brands cut through sameness and build trust. Recorded live at HMPS25.
CommonSpirit Health’s Nathan Ziegler shares how equity, access, and inclusion can transform care and strengthen communities. Recorded live at HMPS25.
Chris Boyer and Reed Smith explain why velocity, integration, and governance define the next phase of healthcare marketing, followed by an interview with Priyama Barua (Merge) on what high-maturity teams do differently and how to operationalize insights for growth.
Chris Boyer and Reed Smith unpack why healthcare marketing’s obsession with awareness is falling short—and how loyalty and lifetime value (LTV) are redefining success. Learn how health systems can turn campaigns into connections, measure engagement beyond clicks, and build relationships that drive long-term growth.
Ben Seyden of Salesforce explains how AI and data-driven personalization can transform healthcare - improving engagement, privacy, and patient experience.
Tom Lawry explains how AI can transform healthcare - empowering people, personalizing care, and driving smarter, more human-centered health systems.
Chris Boyer and Reed Smith explore why finding a doctor remains one of healthcare’s biggest frustrations, even as AI and digital tools promise convenience. Featuring Morgan Beschle of Kyruus Health, this episode unpacks why data accuracy—not more technology—will determine the future of access and patient trust.
Jake Poore on how healthcare marketers can go beyond brand awareness - using hospitality, compassion, and culture to transform patient and employee experience.
Tech expert Amber Mac joins Live from HMPS25 to explore how AI can amplify — not replace — human intelligence in healthcare. Discover why empathy, mission, and purpose must guide technology adoption. Presented by the Forum for Healthcare Strategists, HealthSight Media, and Touch Point Media.
Chris Boyer and Reed Smith explore what happens when AI begins shaping the very voice of healthcare. In this episode of Touch Point, they unpack three futures—empathic mediators, synthetic overload, and ethical transparency—with insights from Stephanie Wierwille of BPD Healthcare on how AI could transform creativity, communication, and trust.
Ed Bennett & Chris Boyer dissect “chatbait,” test AI with NFL trivia, and discover the simple joy of ultrasonic eyeglass cleaners in this witty SNAT episode.
Hosts Chris Boyer & Reed Smith explore why the era of easy marketing is over, with insights from Laurin Engle Bobo and Craig Blake of Amsive.
Hosts Chris Boyer & Reed Smith explore how privacy laws and AI oversight are rewriting healthcare marketing, with insights from Jennifer Everett and Jen Pike of Alston & Bird.
Ed Bennett and Chris Boyer kick things off with a rant about the subscription economy. From Columbia House...
Chris Boyer & Reed Smith explore how state privacy laws are reshaping healthcare marketing beyond HIPAA, with insights from Jeremy Mittler.
Ed Bennett and Chris Boyer roast vertical video disasters, recommend South Park’s new season, and test GenAI with a quantum-mechanics Taco Tuesday challenge.
Chris Boyer & Reed Smith explore why “do more with less” is the default in healthcare marketing, with insights from Chris Pace, VP Healthcare at SearchStax.
Hosts Chris Boyer & Reed Smith explore how marketing and IT are redefining patient engagement, with insights from Epic’s Sam Seering and Josh Torano.
Ed Bennett and Chris Boyer debate the glory of a giant “Make It Work” button, skim Mary Meeker’s tech tome, and test ChatGPT 5.0’s snarky new personalities.
Chris Boyer and Reed Smith discuss trends reshaping healthcare digital marketing — from human–machine collaboration to scaling challenges — with Kathy Divis and Mike Schneider of Greystone.net, who also preview the upcoming Healthcare Internet Conference (HCIC).
Reed Smith and Chris Boyer share their perceptions and insights on patient access - what it is, what internal and external factors are impacting access.
Ed Bennett and Chris Boyer reflect back on the last 30 episodes and share insights on things we’ve learned, how we’re evolving and predict what we’ll be talking about in the new year.
Reed Smith and Chris Boyer outline five major disruptive trends and discuss how health systems need to prepare to be resilient through this disruption.
Reed Smith and Chris Boyer share two episodes of the newest podcast on the Touch Point Media Network - “Surprise, It’s Not a Toaster.” This show is hosted by Ed Bennett and Chris Boyer and is a lighthearted look at online experiences and their subsequent annoyances, unveiling innovative technology tools, and challenge Gen AI's limits.
Ed Bennett and Chris Boyer discuss the history of the annual “Word of the Year” presented by various sources (including the Oxford English Dictionary). They also share a useful Bluesky plug-in to help curate news, and then test GenAI’s ability to create unique pub trivia facts.
Reed Smith and Chris Boyer celebrate some of the most memorable guest interviews of the year 2024.
In this episode, hosts Reed Smith and Chris Boyer discuss seven technology trends that are innovating healthcare and...
Ed Bennett and Chris Boyer discuss the current state of journalism and the rise of social influencers in becoming primary news sources. They also share their experience with Bluesky as then test GenAI’s ability to create poetry.
Chris Boyer and Reed Smith discuss the interplay between customer behavior and loyalty, habits, and laziness.
Chris Boyer is joined by guests Dean Browell, Martha Van Berkel and Danny Fell as they discuss some of the key themes and issues being discussed at the 28th Annual Healthcare Internet Conference in Austin, TX.
Ed Bennett and Chris Boyer discuss their frustration with the shifting expectations around achieving AGI (Artificial General Intelligence). Ed then shares his personal experience using Apple AirPods as a hearing aid, and Chris conducts an experiment to see if asking GenAI questions politely yields different results compared to using insults.
Chris Boyer and Reed Smith share how healthcare organizations can harness a seven-step data maturity model to transform patient care, streamline operations, and maximize the value of their data assets.
Reed Smith and Chris Boyer discuss essential traits for healthcare leaders facing industry-wide transformation. Jill Austin joins the show to discuss her new book, Transformative Leadership: Self-Mastery for the New Voice of Business Success.
Ed Bennett and Chris Boyer discuss the growing trend of artificial online sales events and delve into the potential impact of AI Agents. They also explore a study commissioned by Apple, highlighting the limitations of GenAI’s logical reasoning abilities.
Reed Smith and Chris Boyer explore the significant disruptions currently transforming the US healthcare system. This episode also features an insightful interview with Mike Schneider from Greystone, where he shares his perspective on the evolving digital expectations within health systems and offers an exclusive sneak peek of what to expect at HCIC this year.
Chris Boyer and Reed Smith explore why consumer-driven healthcare falls short of typical shopping experiences. Learn how insurance, geographic limitations, and poor UX/UI in online appointment systems complicate patient decision-making. Discover ways healthcare systems can improve the digital experience for patients.
d Bennett and Chris Boyer discuss how GenAI is starting to replicate natural human language in a frightening way, and ponder how quickly it will fall from the Trough of Disillusionment to bridging the Uncanny Valley. They also take NotebookLM for a spin and share some surprising results.
Reed and Chris break down the healthcare playbook, discussing key drivers of health, the rise of healthcare consumerism, and the role of marketing in transforming patient experiences. Learn how a consumer-focused strategy can drive meaningful change.
hris Boyer and Reed Smith explore how the concept of ROI in healthcare digital experience extends beyond financial returns to impact patient care, operations, and sustainability. They break down ROI into three key areas: growth, cost savings, and improving experience.
Ed Bennett and Chris Boyer vent about online user agreements and the universal struggle we all face with them. Then they share how ChatGPT 4.01 can be your secret weapon for conquering those pesky Connections puzzles. Finally, they put AI to the test by asking it to summarize complex book and movie plots.
Explore the pros and cons of point solutions vs. integrated platforms in this episode. Learn how to choose the best approach for your organization and the role of AI-powered technologies in improving workflows, scalability, and user experiences.
Chris Boyer and Reed Smith discuss the evolution of SEO, the rise of GenAI and ponder if AIO is the new SEO. Carrie Liken shares her perspective on the future of search.
Ed Bennett and Chris Boyer recap past discussions, and provide a quick update on various annoyances, technology tips and put GenAI to the Turing test.
Chris Boyer and Reed Smith reflect on the last almost eight years of podcasting, and share stories from the early days (how it began and the first few episodes), to how the topics have shifted over the years, and reflect on memorable moments throughout the show lifetime. They also are humbled to share voices messages from fans and former guests of the show.
Reed Smith and Chris Boyer explore the "flat pancake" metaphor as it applies to the evolving role of the Chief Digital Officer and discuss how with conflicting priorities and lacking a clear mandate, CDOs face unique challenges in driving digital transformation within healthcare. Jerry Grady of the Ward Group shares his perspective on how health systems are evolving their approach in recruiting digital talent.
Ed Bennett and Chris Boyer discuss the challenges of gamification and wonders if things have gone too far. They also share a great tool to help develop flowchart visualizations using text prompts and then try to stump GenAI to answer a hypothetical question to determine how much it will hallucinate.
Chris Boyer and Reed Smith share an update on the evolution of patient portals and how healthcare leaders are leveraging them to drive patient experience - sometimes to unintended consequences. They also discuss two recent patient studies illustrating potential biases in the adoption rate of patient portals.
Reed Smith and Chris Boyer discuss the overall need for health systemsto embrace radical digital transformation and discuss how prioritizing patient advocacy can find success. Scott Becker, publisher of Becker’s Healthcare, shares insights and trends of the industry and how they might impact our need for transformation.
Bennett and Chris Boyer dive into the world of infotainment, exploring their love-hate relationship with Apple and Android car apps, and why they believe automakers should steer clear of developing their own. They also geek out over the perks of a brand-new widescreen monitor and put Generative AI to the test with a deceptively simple logic puzzle known as the “Alice in Wonderland problem.”
Chris Boyer and Reed Smith dive deep into the complex world of marketing technology, exploring the essential tools and strategies that power successful marketing teams. From foundational elements like website CMS and analytics to advanced AI-driven solutions, they dissect the marketing tech stack, providing insights into its construction, optimization, and the challenges faced by marketers- specifically for health systems.
Chris Boyer and Ed Bennett discuss the challenges with everything being in the “cloud” and then share free tools to help with tracking your presence on the Dark Web. Then, they test Gen AI’s ability to create humorous ways to insult someone in a hypothetical situation.
eed Smith and Chris Boyer compare market and marketing research, and discuss the various methods - both quantitative and qualitative - that organizations can use to help inform critical strategies in a health system. Steve Koch from Cast and Hue joins to breakdown the differences and strengths of using focus groups and/or 1:1 interviews.
Explore expert insights on mastering Online Reputation Management and social listening for healthcare in this vibrant podcast episode featuring Chris Boyer and Reed Smith.
Chris Boyer and Ed Bennett ask why does everything have to be digital (and if there is still room to have physical copies of music, movies and books). They also share updates on previous tech tips on operating system updates and password protection. Then, they challenge Gen AI by asking a common question that has plagued philosophes and scientists for ages.
Reed Smith and Chris Boyer share their perceptions and insights on patient access - what it is, what internal and external factors are impacting access and then they dive into a recent study by Experian that implies that both patients and providers are feeling optimistic about access improvements in health systems. Lastly, they share some ways to implement a consumer-centric access strategy.
Reed Smith and Chris Boyer explore how various departments—marketing, innovation, operations, and clinical/care management—perceive and utilize data differently. They delve into the distinct value each area finds in data and discuss how organizations can progress from basic data insights to advanced predictive data approaches.
Chris Boyer and Ed Bennett address common digital frustrations like Caps Lock mishaps, Copy/Paste issues, and how iOS handles email address forms. They also share powerful Windows tweak tools and other customization hacks to enhance keyboarding experiences. Finally, they challenge AI with thought-provoking questions about resource efficiency. Tune in to elevate your digital know-how and conquer tech annoyances with ease!
Reed Smith and Chris Boyer discuss how developing a good data strategy is the underpinning of any successful digital transformation, experience or innovation strategy. They also reflect on the changing responsibilities of the Chief Data Officer over the years, and share myths related to data management.
Reed Smith and Chris Boyer share characteristics that distinguish between digital leaders and laggards in healthcare. They are then joined by Ben Dillon, who shares findings and insights from Geonetric’s most recent 2024 Healthcare Digital Marketing Trends Survey.
hris Boyer and Ed Bennett dive into the digital world's quirks and innovations. First, they tackle the frustrations of websites that force users to create name/password accounts, exploring why this outdated practice persists and how it impacts user experience. Then, they share a handy tech tip on using iPhone voice search with ARC Search to streamline your daily digital interactions. Finally, they challenge Gen AI with a stump question: 'What question would I ask you that you would have a hard time answering?'
Chris Boyer and Reed Smith discuss the rising demand for personalized healthcare experiences and explore the challenges health systems face in meeting these expectations. They're joined by Keir Bradshaw of Merge, who offers insights on how Provider Data Management can improve personalization.
Chris Boyer and Reed Smith explore the future of search and SEO. They discuss recent changes to SEO algorithms and the challenge of integrating Gen AI into search experiences. Martha van Berkel shares perspectives on how search is evolving and tactics for the new search landscape.
Join hosts Chris Boyer and Ed Bennett as they hilariously tackle the frustration of inconsistent credit card readers, suggest the Cash App for smooth transactions, and ponder the meaning of life in this fun episode of "Surprise - It's Not a Toaster."
Reed Smith and Chris Boyer discuss the differences between back-office and front-office digital health initiatives in healthcare and share how strategic alignment enhances Return on Experience (ROX) and hear insights from Ram Krishnan, CEO of Valent.io, on digital innovations in mental health.
Chris Boyer and Reed Smith delve into the concept of shared governance, exploring its definition and application across different fields. Sam Seering and Nithin Sathyamoorthy from Epic share insights on the role of shared governance in enabling marketing and technology decisions within healthcare systems.
Chris Boyer and Ed Bennett discuss the pros and cons of the new iPad Pro including the design and content consumption capabilities off the tablet but also the limitations of the closed OS and the limitations of the touchpad to use for other software. Lastly, they challenge GenAI in daring it to define a sandwich.
Chris Boyer and Reed Smith discuss the state of the state of virtual care in 2024. From the repositioning of telehealth away from episodic care, to how state and federal legislation is advancing to support the wide-spread adoption of telemedicine, they share their perspective on how this important technology could be a significant digital health technology to help address the challenges of rural healthcare across the U.S.
Boyer and Reed Smith discuss how consumerism is driving changes in the healthcare industry and how Big Tech to retail healthcare entities are changing the landscape. Then, Danny Fell, Senior Vice President of Healthcare at BVK, joins the show to share his perspective on disruption and the trends shaping our industry.
Reed Smith and Chris Boyer review the “who,” “what,” and “how” of innovation and in health systems and reflect on how consumerism has changed the landscape over the last decade, illustrating ways that consumerism can drive innovation for our industry. This is part one of a special two part episode on the ways in which consumerism is driving change to hospitals and health systems.
Chris Boyer and Ed Bennett discuss how TikTok has changed the landscape of social media (and has secretly made them feel like luddites), how the most life-changing technology also has a potential stigma (hearing aids) and then test GenAI’s ability to pass an IQ test.
Chris Boyer and Reed Smith discuss the role digital advertising plays in supporting online experiences and share ways to leverage UX/Ui to optimize advertising efforts. They are joined by Jeremy Mittler of Veeva who share how to develop a privacy-first advertising segmentation strategy.
Chris Boyer and Ed Bennett share frustrations about a future where personal ownership is minimal, and access to goods and services is facilitated through sharing or leasing. Then, Ed shared how he has optimized video viewing using the Nvidia Shield Pro. Lastly, they test GenAI’s capability to summarize major milestones in human history - in PowerPoint format.
Chris Boyer and Ed Bennett share frustrations about fake AI-generated content and its impact on small things, cool apps to experience the total solar eclipse, and test to see if GenAI is complicit in encouraging children to lie about childhood magic.
Chris Boyer and Ed Bennett share frustrations about surge pricing, share a tool to manage your online footprint and then test GenAI’s ability to create jokes.
Chris Boyer and Ed Bennett share their frustrations about how everything online is becoming a video, and then discuss the upcoming Total Solar Eclipse and then test GenAI’s quiz making capabilities.
Insights from Cleveland Clinic's CMO Paul Matsen on Mastering Global Engagement and AI Integration
It’s been repeated so often, it nearly sounds trite - the last 18 months have seen unprecedented change in the healthcare industry. And with these changes and challenges, a new leadership approach is emerging that is important for every health system leader needs to recognize and embrace. In this episode, hosts Reed Smith and Chris Boyer discuss the four leadership types of our industry, revisit the steps of change. And they also welcome Rodney Reider to the show, who shares his experience and outlines the tenets of healthcare leadership in his new book Grabbing the Next Rung: The Heart of Leadership.
Mentions from the Show: * + Tired of Being Your Hero + Healthleaders CEO Exchange: Four Leadership Types of 2021 + The 8 Step Process for Leading Change + RodneyReider.com + Grabbing the Next Rung: The Heart of Leadership book + Rodney D. Reider on LinkedIn + Rodney D. Reider on Twitter
If you attend any healthcare conference, webinar or read a whitepaper, chances are it’s about AI. And more times than not, it’s about Generative AI and how the industry is starting to consider and adopt these tools. In this episode, hosts Chris Boyer and Reed Smith review the current sentiments of healthcare consumers regarding AI, and the reasons behind the sudden advancement of GenAI solutions in healthcare. They are joined by Alan Shoebridge of Providence, who shares how he is considering the use of GenAI for his communications team. Mentions from the Show:* 60% of Americans Would Be Uncomfortable With Provider Relying on AI in Their Own Health Care * See why AI like ChatGPT has gotten so good, so fast * Alan Shoebridge on LinkedIn * AlanShoebridge.com * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
Data is critical to any organization in order to support decision-making and measuring success. In this episode, hosts Reed Smith and Chris Boyer discuss how developing a good data strategy is the underpinning of any successful digital transformation, experience or innovation strategy. They also reflect on the changing responsibilities of the Chief Data Officer over the years, and share myths related to data management.
Mentions from the Show: * Is Your Healthcare Organization Ready for the Next Step in Digital Transformation? * It's Time for a Third Generation of the Chief Data Officer * Four Myths About Digital Transformation And How To Debunk Them By Modernizing At The Data Layer * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
Healthcare organizations are feeling significant stress with the pressure to transform their organizations, while dealing with an understaffed workforce and financial challenges. To that end, healthcare leaders need to adopt new ways to be strategic, while also being agile and focused. In this episode, Reed Smith and Chris Boyer share how organizations can adopt a strategy-focused agile approach to transformation. They are joined by Erik Qualman, speaker and author of the Focus Project, who shares ways that leaders can remain focused while embracing change.
Mentions from the Show: * Strategy-Focused Agile Transformation: A Case Study * 6 Principles to Build Your Company’s Strategic Agility * Erik Qualman on LinkedIn * equalman.com * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
There are numerous promises associated with adopting technology in healthcare, including cost savings and improved efficiency, just to name a few. However, can technology contribute to humanizing the patient experience? In this episode, hosts Reed Smith and Chris Boyer discuss the significance of infusing AI with a human touch. They are later joined by Aaron Patzer from Vital.io, who sheds light on how his organization employs AI algorithms to humanize the patient experience.
Mentions from the Show: * The importance of humanizing AI: using a behavioral lens to bridge the gaps between humans and machines * Aaron Patzer on LinkedIn * Vital.io * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
Many times, the concept of “digital experience” is reserved to describing patients using websites, portals and social media to interact with health systems. In this episode, hosts Chris Boyer and Reed Smith discuss how to bring digital patient experience to the bedside - virtual nursing, telemedicine, etc. - and the evolution of the hospital smart room. Jeff Fallon of eVideon joins to share his experience working with hospitals on successfully extending the digital experience to the inpatient room and how smart rooms, when done right, not only enhance the patient experience but also the nursing experience.
Mentions from the Show: * Smart Hospitals Making the Future of Patient Experience a Reality * Jeff Fallon on LinkedIn * eVideon.com * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
Reed Smith and Chris Boyer define the term “patient access” and discuss how digital front door solutions are only part of the equation - and how consumer intent and public health outreach offers a greater opportunity to leverage digital to solve access to care issues.
Chris Boyer and Reed Smith discuss the various subfields of AI and how they have been used in healthcare for years. Then, Ed Bennett joins to share his hot take on AI and provides guidance on what healthcare marketing and communication professionals should consider in their AI strategies.
Today, health systems are faced with a myriad of challenges to improving patient satisfaction, outcomes, and delivering more effective and patient-centered healthcare experiences. In this episode, hosts Reed Smith and Chris Boyer discuss how the Jobs to Done framework is important to user-experience design (UXD), and then are joined by hosts Steve Koch and Jonathan Pathuis from Cast and Hue who share how they work with health systems to cut through the data to get to know our consumers as people.
Mentions from the Show: * CastandHue.com * Steve Koch on LinkedIn * Jonathan Pathuis on LinkedIn * Reed Smith on LinkedIn * Chris Boyer on LinkedIn * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
When developing experience and digital strategies for health systems, the value of research is important - but what is the difference between market research, marketing research and consumer insights research? In this episode, hosts Reed Smith and Chris Boyer outline the different types of research that can inform an experience strategy, and share the benefits of consumer insights research that can apply to the entire enterprise - including strategic planning, marketing and operations.
Mentions from the Show: * Consumer Insights - article by Sprinklr * What are consumer insights and how do I use them? An introduction * Reed Smith on Threads * Chris Boyer on Threads * Chris Boyer website
Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” and Ben Dillon shares his expertise, concluding that perhaps instead of defining it as a technology strategy, it should be defined as an experience strategy.
Arguably the most important data for health systems developing Digital Front Door (or Side Door) solutions is standardized provider data - yet, many organizations still struggle in developing a single source of truth. In this episode, hosts Chris Boyer and Reed Smith discuss the various ways that provider data is used within a health system, and the challenges that organizations are facing in standardizing it. They are joined by Cynthia Newton, who shares her experience with not only helping organizations develop a Provider Data Warehouse (PDW) solution, but also the heightened complexity when extending outside the health system and including NPI and other third-party data sources.
Mentions from the Show: * Pledge to Advance Healthcare Operations * Is Your Provider Data Helping or Hurting You? * Cynthia Newton on LinkedIn * CynthiaNewtonConsulting.com * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Reed Smith and Chris Boyer explore when “good enough” is good enough, and share ways individuals and organizations can move away from the desire of perfectionism and embrace the 80/20 rule, while still ensuring they are meeting customer (patient) and business strategies.
Chris Boyer and Reed Smith discuss how AI and Machine Learning could be applied in telemedicine, and then are joined by Svein Willassen of Daily.co who shares his experience with telemedicine adoption in the UK and outlines some significant ways AI could be used to enhance video visits.
Join hosts Chris Boyer and Reed Smith in an engaging episode of the Touch Point podcast as they revamp the format and bring you a curated selection of vital news stories and articles. Tailored specifically for professionals in health systems and hospitals, this episode covers diverse topics, including the AHA letter to the OCA on the HIPAA Privacy Rule, insights on patient experience, and the significance of ratings. Stay informed with this week's news round-up on Touch Point.
Mentions from the Show: * AHA Letter to OCR on HIPAA Privacy Rule, Online Tracking Guidance * Patients Need More in Digital Patient Experience, Patient Access * Healthcare Ratings and Rankings Remain Valuable Tool for Improving Quality as Adverse Events Skyrocket * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Join co-hosts Amy Shepherd and Julie Dye of The Morning Fix by 510k Café podcast for a chat...
Join co-hosts Amy Shepherd and Julie Dye of The Morning Fix by 510k Café podcast for a chat with Scott Nelson, FastWave Co-Founder, President, and CEO. In this episode, the co-hosts and guest discuss medtech, business development, and how he founded his most recent endeavor. Tune in to hear the history of how he got started and the teams’ approach into developing intravascular lithotripsy devices!#Startup #Medtech #BusinessDevelopment
Health systems today are facing ongoing pressure to become more consumeristic and act with speed, in order to be more competitive and stay fiscally solvent in today’s industry. In this episode, hosts Chris Boyer and Reed Smith discuss the how structural and organizational health system strategies may be part of the challenges faced when implementing change management at an organization.
Mentions from the Show: * Organizational Structure of Hospitals * The gathering storm: An opportunity to reorder the healthcare industry * The role of identity in a modern CDP * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Reed Smith and Chris Boyer discuss first-party data efforts, how health systems are realizing they are important to engage (re-engage) patients and employees, and why CDP’s are the key technology platform to support these initiatives.
Reed Smith and Chris Boyer welcome friend of the show, Rob Rosenberg, to share his expertise on branding and share insights every organization should consider to ensure their brand remains relevant to their customers and employees.
Reed Smith and Chris Boyer discuss the concept of being consumer-obsessed, how organizations can begin aligning around the customer to help empower loyalty and growth and the critical role that CX plays in supporting these efforts.
Join co-hosts Amy Shepherd and Julie Dye of The Morning Fix by 510k Café podcast for a chat...
Reed Smith and Chris Boyer discuss how data and analytics strategies are important for healthcare digital marketers, and outline ways to defend and support a website analytics practice.
Chris Boyer and Reed Smith discuss how digital health and digital marketing solutions can help address the “triple aim” - improving patient experience, improving population health and reducing healthcare’s costs. They also share the five main traps healthcare organizations should avoid, to prevent them from falling into “digital myopia.”
Join co-hosts Amy Shepherd and Julie Dye of The Morning Fix by 510k Café podcast for a chat...
Reed Smith sits down with Ben Texter of Digital Health Strategies and Sam Seering of Epic, to discuss the new role of marketing in a health system, and how to leverage marketing’s understanding of patients (existing and new) to better support clinical efforts, and leverage technologies (such as the EMR) to engage the new healthcare consumer.
In this episode, recorded live at SXSW 2023, we catch up with Jonathan Wilson former Navy Seal and...
Reed Smith and Chris Boyer define the different types of “digital” in a provider setting and why the partnership between IT and Digital Marketing is critical. They also discuss the ever-changing role of the Chief Digital Officer.
Join The Morning Fix by 510k Café podcast hosts, Amy Shepherd and Julie Dye, for a lively recap of SXSW2023! Amy and...
Chris Boyer and Reed Smith discuss the challenges CMOs face with managing their MarTech stack and share ways digital marketing professionals can begin strategically assessing their technology investments.
Chris Boyer and Reed Smith discuss how the soon-to-expire COVID-19 public health emergency might harm the long-term adoption of virtual visits, AMA’s predictions on the future of telehealth and share some challenges retail telemedicine companies are facing.
Reed Smith and Chris Boyer welcome Matt Gove for an open and frank discussion on the progress our industry is making towards embracing consumer centricity and why there is a tendency to amplify disruption from outside players in the healthcare space.
Babies and children play, in order to understand this world around them. Why do we stop this curiosity...
Reed Smith and Chris Boyer discuss the public use of health apps and wearables, the concerns that patients have with these devices and how those concerns may extend into other digital applications and devices.
Health system marketers often develop strategies to address online reviews, ratings and even how their organization rank with third-party sites and organizations. In the episode, hosts Reed Smith and Chris Boyer discuss the differences between each, the interrelation between ratings and reviews, and the challenges of bias with ranking methodologies.
For digital marketers, it might be said that Google has a strong influence on the tools and strategies that influence how we do our work - however, will this last? In this episode, hosts Chris Boyer and Reed Smith discuss the current-state of Google’s search engine (and the new conversational search engines being announced), the decline in Google advertising spend and the impact that the HSS.gov ruling might have on the use of Google Analytics. Are we as health systems potentially moving away from Google? Mentions from the Show: * Conversational Computing Changes Everything: Bing vs. Bard Is Just The Beginning * Google still doesn't understand what privacy means * Google search, network, and YouTube revenue all fell in Q4 2022 * Use of Online Tracking Technologies by HIPAA Covered Entities and Business Associates * HHS bulletin clarifies when pixel tracker use may violate HIPAA * Chris Boyer on LinkedIn * Chris Boyer on Twitter * Reed Smith on LinkedIn * Reed Smith on Twitter
Recent news reports of ChatGPT and DAL-E seem to imply that AI and machine learning is on the verge of taking over many functions of the marketing team. In this episode, hosts Chris Boyer and Reed Smith discuss how AI/ML has already started to play a role in copy editing, creative design, digital advertising, CRM and website development. They are then joined by Matt Cohen and Christian Boylston of Loyal Health who share how AI and deep learning has evolved over the years, and share how they work with hospitals and health systems to appropriately leverage these tools for maximum success. Mentions from the Show:* Once the ‘intellectual blood banks’ of the rich and powerful, can speechwriters be replaced with ChatGPT? * Who needs journalists when you can get ChatGPT to do all the work? * How AI Is Transforming The Future Of Digital Marketing * 5 Examples That Show How Machine Learning is Changing Digital Advertising * What is CRM artificial intelligence and what can it do for my business? * Will AI take over Web Design? * Matt Cohen on LinkedIn * LoyalHealth.com * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Healthcare digital marketers are spending more and more time focusing on improving the digital patient experience - but are they leveraging an important tool in the overall digital toolkit? In this episode, hosts Reed Smith and Chris Boyer discuss how patient engagement technologies - and most notable, the EMR - impact the overall patient experience, and share the results of a recent study outlining dramatic differences of patient portal usage in different audiences. They are joined by Sam Seering of Epic who shares ways marketers can embrace robust EMR strategies. Mentions from the Show:* Patient Engagement Technologies Add to Streamlined Patient Experience * Racial Disparities in Patient Portal Use Fueled by Provider Engagement * Sam Seering on LinkedIn * Epic.com
Healthcare professionals realize the importance of focusing on healthcare consumerism. In this episode, hosts Chris Boyer and Reed Smith discuss why health systems and hospitals still struggle with developing experiences that are simple and accessible, including sharing what the modern healthcare consumer wants (and what they complain about the most), the challenges to consumer-driven healthcare and ways we can begin to bridge the gap. Mentions from the Show:* CVS Health’s Health Care Insights Study 2022 * 5 Common Patient Complaints in Healthcare * 8 Challenges to Customer-Driven Health Care * How to Turn Healthcare Consumerism Challenge into an Opportunity * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Healthcare marketers are very familiar with acquisition marketing, but are these strategies enough? In this episode, hosts Chris Boyer and Reed Smith discuss the trifecta of patient-centered marketing strategies: acquisition, retention and leakage. By understanding their roles and align their outreach efforts, marketers can build a comprehensive approach to marketing to patients in their service areas. Mentions from the Show:* Acquisition Marketing: What You Need to Know * 3 Types of Effective Retention Marketing Strategies * Controlling Patient Referral Leakage * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Many health systems have begun to formally develop a customer experience center strategy. But what does that actually entail? In this episode Reed Smith and Chris Boyer discuss the design and technical elements of s customer experience center, the purpose and ways that organizations can find value when adopting this critical strategy.Mentions from the Show:* HOW A CUSTOMER EXPERIENCE STRATEGY HELPS SCALE REVENUE GROWTH (AND ACHIEVE PROFITABILITY) * Customer Experience Centres: Driving Growth Through Better Relationships * Welcome to the Experience Center * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
In the annual “Year in Review” show, hosts Reed Smith and Chris Boyer reflect back on the past year of the Touch Point podcast, sharing some of their most popular topics, favorite shows, including a special shout-out to our Guest of the Year - Stephanie Petrazzi of Nuvance Health. They also share their perspective on “virtue signaling” in our industry and close out the show with their predictions for the upcoming year. Mentions from the Show:* TP285 - The Problem with the Pixel * TP264 - Designing a Voice of Customer Program * TP257 - A Focus on Patient Experience, Marketing and Data * TP262 - The Winds of Change * TP263 - The Purpose of Consumerism * TP253 - Operations Impact on Experience * Best Guest: Stephanie Petrazzi - TP302 - When is a CRM not a CRM * Reed’s favorite episode: TP266 – The Next Wave of Telemedicine and At Home Care * Chris’ favorite episode: TP304 - Social Media is Dead * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
In our annual holiday “butter-board” episode, hosts Reed Smith and Chris Boyer highlight clips from some of the shows on the Touch Point Media Network, including conversations about Apple and Amazon’s healthcare moves, diversity in clinical trial recruitment, the differences in hospital vs. academic marketing, innovation in nursing and child-care. Listen in and enjoy these audio “spreads” from the leading healthcare podcasting network, Touch Point Media. Mentions from the Show:* Digital Health Unfiltered: Apple & Amazon's Healthcare Moves * The Morning Fix: How Abbott is Leading the Industry in Clinical Trials, Diversity, Hiring and Best Practices * Healthcare Insight for Marketers: Cynthia Schmidt on the Differences Between Academic and Healthcare Marketing * Healthcare Soothsayers: Sigi Marmorstein, CEO, Founder BabyLiveAdvice and Telehealth Consulting Services * High Stakes: Navigating the C-Suite: Beyond "Go Back and Write About it" * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Recent news revealed that a number of hospital websites were found to have passed sensitive PII (personal identifiable information) to the Meta company via the use of the Facebook Pixel. In this episode, hosts Chris Boyer and Reed Smith discuss the importance of pixel tracking for digital marketers, how many websites encourage the use of tracking pixels and the legal and privacy concerns that arise from the widespread usage. Jeremy Harrison from Multicare joins to share his perspective on the challenge of the Facebook Pixel for health systems. Mentions from the Show:* Meta hit with class action suit alleging it mined providers’ patient data * What Is A Tracking Pixel—Explained In 800 Words Or Less * Top 11 Pixels To Add To Your Website * Is Facebook Pixel HIPAA compliant? * We’re Living Through A Digital Privacy Catastrophe: It’s Past Time For A Serious Nationwide Privacy Law * Jeremy Harrison on LinkedIn * Jeremy Harrison on Twitter * Touchpoint on Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
In this encore episode, Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken, Head of Healthcare Industry at Yext, who shares her predictions on how health systems and providers will change to meet the needs of consumers today.
Chris Boyer and Reed Smith discuss the various health observances that health systems use as part of their content calendars and ponder if they are useful or not. They also discuss whether Seasonal Marketing can align to the strategic plan as well as tap into consumer emotional states, and if that has an impact on various hospital strategies.
For organizations, the connection between reputation and brand is inextricably linked. This is even more important for hospitals and health systems focused on recruitment and retention efforts. In this episode, hosts Reed Smith and Chris Boyer discuss the relationship between reputation and brand, and share ways in which corporate reputation can be adopted by organizations that sometimes struggle with change. Dean Browell, Chief Behavioral Officer of Feedback, joins to share how he works with health systems to use social listening to provide critical insight into their employees.
Mentions from the show: * 3 patient engagement strategies providers are neglecting * The Relationship Between Reputation and Brand * 2022 Look Ahead: How Corporate Reputation Has Become Currency for Companies to Succeed * www.DiscoverFeedback.com * Dean Browell on LinkedIn
Join the 510k Café Team for a conversation with multi-talented Orange Neurosciences CEO and med tech founder, Dr....
In this episode, hosts Chris Boyer and Reed Smith discuss the top challenges social media companies are facing, and how the recent evolution of social platforms are conducive to health system marketing and communications strategies. From the challenges with content, the movement to paid approaches and the steady loss of importance of social media followers, it’s important to ask: is social media (as we know it) dead?
Mentions from the show: * A Social Media Status Update - New York Times * Social Media Trends for 2022 & Beyond - Sprout Social * Everything You Need to Know about Social Media Algorithms * Removing Certain Ad Targeting Options and Expanding Our Ad Controls * The End of Social Media and the Rise of Recommendation Media * Meta Sued For Violating Patient Privacy, Scraping Health Data From Hospitals
Health systems understand the need to embrace consumerism - and that improving the healthcare consumer experience is a competitive differentiator. But are we ready for it? In this episode, hosts Reed Smith and Chris Boyer discuss the new digital consumer and the challenges their expectations have on health systems. Rob Klein from Klein & Partners joins to share the latest insights from the 2022 Consumer Insights Study his organization recently published.
Mentions from the Show: * Healthcare's newest pivot: consumer identity as the cornerstone of digital health * 2022 US Consumer Trends in Patient Engagement Survey * Poor Personalized Healthcare Limits Healthcare Consumerism * 64% Of Consumers Have Never Tried To Find Healthcare Prices, New Survey Shows * Klein & Partners * Rob Klein on LinkedIn * Touchpoint.health
In the healthcare space, there has always been confusion about the marketing technology stack, and specifically around the role of CRM - and Marketing Automation (for that matter). In this episode, Chris Boyer and Reed Smith discuss the role of technology in the overall “patient engagement system” and how CRM and Marketing Automation are very different strategies that have a different place in the overall techstack. They are joined by Stephanie Petrazzi of Nuvance Health who shares how she works within her organization to bridge gaps in the adoption of CRM.
Mentions from the Show: * Everything You Should Know About Patient Engagement in 2022 * What Is the Difference Between CRM and Marketing Automation? * Stephanie Petrazzi on LinkedIn * Chris Boyer on LinkedIn * Chris Boyer on Twitter * Reed Smith on LinkedIn * Reed Smith on Twitter
Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.
Mentions from the Show: * Prediction: The future of CX * 5 Best Practices For Your Voice of The Customer (VoC) Program * What is Conversational Intelligence? * The Eddy Effect * Customer Voices Report: The Eddy Effect * The Complete Eddy Effect Guide * Amy Brown on LinkedIn * Amy Brown on Twitter * Touchpoint.health * Chris Boyer on LinkedIn * Chris Boyer on Twitter * Reed Smith on LinkedIn * Reed Smith on Twitter
Join us as we chat with Dr. Erica Montes, OB/GYN and founder, The Modern Mujer, a blog in English and Spanish...
Reed Smith and Chris Boyer celebrate their 300th recording by looking back over the nearly six years of weekly podcasts and reflect on how the role of digital and experience has evolved in hospitals and health systems. They share their top 3 episodes, and look forward to the top 3 things they each feel are going to have the most impact on our industry.
Physicians are currently facing a myriad of challenges, yet the importance for hospitals and health systems to involve them in our marketing efforts is increasing. In this episode, hosts Reed Smith and Chris Boyer discuss the challenge of physician burnout, and how this factor can shift their expectations of being involved in an organization’s marketing and outreach efforts. Marketing and communications expert Jean Hitchcock joins as a guest to share her insights and expertise on the best ways to engage with your provider audience, educate them on the market challenges and use data and PRM to ensure your efforts are impactful to your health system.
Mentions from the Show: * Physician Reporting at Least One Burnout Symptom Rises from 38.2% in 2020 to 62.8% in 2021 * Jean Hitchcock on LinkedIn * HitchcockMarkCom.com * Touchpoint podcast Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
In this episode, hosts Chris Boyer and Reed Smith have “the conversation” about AI - and how the last decade (the so-called “Golden Decade of AI”) has radically advanced the capabilities of artificial intelligence and machine learning in all aspects of life and industry. After outlining some of the significant accomplishments of AI, they then discuss the challenges of AI adoption in healthcare and some of the profound ways it will impact the future of healthcare.
Mentions from the Show: * We Need to Talk About How Good A.I. Is Getting * Developing trust in healthcare AI, step by step * How AI And Machine Learning Will Impact The Future Of Healthcare * Touchpoint podcast Twitter * Reed Smith Twitter * Chris Boyer Twitter * Chris Boyer website
Join the co-hosts of The Morning Fix by 510k Café as they welcome a very special guest, Professor...
Live from the National Harbor in Maryland, host Reed Smith passes the baton to Chris Boyer, who shares field reporting from the annual Society for Healthcare Strategy and Market Development 2022.
Join us for a terrific interview with Jason Bellet, co-founder and Chief Strategy Officer of Eko. In this...
Chris Boyer and Reed Smith discuss the concept of the Digital Healthcare Ecosystem (DHE), how it’s defined, how it differs from a Digital Front Door and the benefits that health systems can gain when launching this type of platform. They are joined by Mitch Holdwick of DeliverHealth who shares his perspective on developing an DHE strategy and how he views orchestration as key to its success.
Sudipto and Nick catch up with sleep nerd Drew Copeland. We cover the latest in consumer sleep technology,...
Rahul Mahadevan and Bonnie talk about a new platform dedicated to making it easier for patients to ask...
the rise of health misinformation has become quite a concern. It is only exacerbated by the rise of social media platforms, and the ability to spread and amplify the content online is disturbing. In this episode, hosts Chris Boyer and Reed Smith discuss the challenges of health misinformation
Dr. Andrea Thomaz, talked about how collaborative robots will supplement care teams in order to allow the “humans”...
Medication adherence used to be a significant aspect of digital health – there were always new pitches for...
Chris Boyer and Reed Smith discuss the latest Pew Research study that shows a remarkable shift in how teens are using social media and technology, and discuss how this is a bellwether for how hospitals and health systems need to shift their approaches to reach future generations seeking healthcare.
Chris Boyer and Reed Smith discuss the how digital health and digital marketing solutions can help address the “triple aim” - improving patient experience, improving population health and reducing healthcare’s costs. They also share the five main traps healthcare organizations should avoid, to prevent them from falling into “digital myopia.”
Reed Smith and Chris Boyer discuss how the rise of the recommendation engines in social media is potentially hastening the end of social media as we know it. From discussing the impacts of influencers on the innovation of social media platforms, to the overwhelming need to engage in social media advertising to stay relevant in the sea of social media content, the way hospitals and health systems will be forever changed.
Chris Boyer and Reed Smith discuss how a number of pressures that are impacting the industry today, including very narrow margins, elevated labor costs and shifts in patient patterns are impacting health systems and how marketing and IT are shifting their approach to face these changes. Alan Shoebridge from Providence joins us to share his perspective on these current trends, and explains how his organization is embracing change management as a way to help navigate this “port-pandemic” landscape.
Two of the biggest companies on the planet have made some moves in healthcare this week – Apple...
Four years ago, hosts Chris Boyer and Reed Smith discussed the impacts that the “disruptive healthcare trifecta” - Google, Facebook and Amazon - were predicted to have on the industry. In this episode, they reflect back on how these organizations have evolved and changed their strategies. They cover Google Health’s recent announcement of expanding the AI capabilities to organize patient data, Facebook’s shift to an ad-centric model (and the challenges of misinformation), and Amazon’s recent acquisition of One Medical as a cornerstone in their strategy from more than five years ago.
Reed Smith and Chris Boyer discuss the need for digital marketers to adopt a data first strategy, including prioritizing data security and understanding the various different data security laws being implemented across the United States. They are joined by Jeremy Rogers of IU Health who shares his organizations journey to leveraging data to improve patient experiences.
Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” (again) and really attempt to define it and outline the various technologies and approaches that comprise typical health system front door initiatives. Ben Dillon shares his expertise in the “Ask the Expert” segment of the show. Overall, they conclude that perhaps the challenge with trying to define the “Digital Front Door” is that it perhaps instead of defining it as a technology strategy, it should be defined as an experience strategy.
Deepesh Chandra is Chief Analytics Officer at Bon Secours Mercy Health, and a driving force behind their new...
Reed Smith and Chris Boyer share insight on the seven skills that digital leaders need to have, the importance of embracing a shared governance model and how some digital transformation efforts are potentially impacting provider burnout. They are joined by Tom Kiesau who shares his perspective on how it’s time to move beyond digital investment to actual transformation.
Amy and Julie sit down with Adam Sachs, CEO of Vicarious Surgical to find out how the company...
Chris Boyer and Reed Smith discuss the importance of pixel tracking for digital marketers, how many websites encourage the use of tracking pixels and the legal and privacy concerns that arise from the widespread usage. Jeremy Harrison shares his perspective on the challenge of the Facebook Pixel for health systems.
Dr. Collins and Bonnie discuss the use of technology to mitigate the impact of the nurse staffing issues....
Chris Boyer and Reed Smith discuss the differences (or similarities) between marketing and communications. They are joined by David Shiffrin of Jarrard Inc., who shares insights from their latest National Healthcare Survey.
When we started this podcast Amy and I had no idea where the journey would take us. Nor...
Chris Boyer and Reed Smith discuss different audience segmentations. Justin Wartell from Monigle joins to share the latest findings from their 5th Annual Humanizing Brand Experience study.
Dr. Cheryl McKay and Bonnie discuss how to impact clinical workflows by removing as many non-value added activities...
Reed Smith and Chris Boyer discuss how marketers need to embrace a “disruption mindset”, and the metamorphosis of the modern CMO. Laura Kreofsky joins to share her insights on how Healthcare Retailization is forcing us to embrace transformation.
Reed Smith and Chris Boyer are back to talking about ROI again, and sharing the differences between true ROI, ROMI and ROAS - the three stepbrothers of marketing measurement - and share the basics of Marketing ROI to outlining the activities needed to measure marketing impacting. They are joined by Dan Small, Senior Director of Digital Strategy at Hartford HealthCare, who shares his organization’s journey to ROI.
Duston and Bonnie talk about the impact of the past two years on nursing and how a more...
Join Amy Shepherd and Julie Dye for an insightful conversation about how cloud-based technology is helping the MedTech...
Dr. Vijay Yanamadala is the new CMO of Sword. Nick and Sudipto discuss Sword’s approach to chronic pain...
Chris Boyer and Reed Smith reflect back on the most recent Healthcare Marketing and Physician Strategy Summit, and share insights that were discussed including improving ways teams work together, approaches to digital transformation and content, as well as how to better engage our employees through communication and content. Kirsten Lecky from WriterGirl joins to share her experience working with health systems on building effective and authentic internal communications strategies.
Recorded live in Salt Lake City, UT for the 27th Annual Healthcare Marketing and Physician’s Strategy summit, host Chris Boyer is joined by Vanessa Hill, of Beth Israel Lahey Health, Stephen Moegling from Hailey Sault, J.K. Lloyd of Eruptr and Ahava Leibtag of Aha Media.
Reed Smith and Chris Boyer discuss some of the latest news and articles that impact our industry. They first discuss how marketers are returning to traditional advertising and share their perspective on why this represents a pendulum shift away from digital-only approaches. Next, they share tips on how health systems can begin to build their first-party data to improve their marketing efforts.
One of the people we connected with because of SXSW this year is Afshin Mehin, Founder of Card79,...
Kereeti Pisapati returns to the pod to discuss Oracle’s purchase of Cerner and what that means for the...
Reed Smith and Chris Boyer discuss how necessity is becoming the strongest consumer force, and they also discuss why too much choice might be a bad thing for healthcare consumerism. Steve Leibforth joins to share the results of a recent survey on changes to how patients are searching for new doctors.
Reed Smith and Chris Boyer discuss Yelp and HCAHPS, share their differences, and how health systems should use both in the larger scheme of measuring patient experience. P.G. Porter, formerly with the Studer Group, discusses the impact consumerism is having on how hospitals can measure and solicit input from their customers.
What are the essential ingredients in a successful program for remote patient monitoring? Darryl Hollar joins Nick and...
Chris Boyer and Reed Smith discuss if CRM solutions are keeping pace with our industry needs and share alarming findings on the health of CRM data. They are joined by Justin Rodriguez who shares suggestions for health systems to optimize their CRM strategies.
Jennifer Jones-McMeans PhD joins us for a thoughtful discussion about how medical device companies can make clinical trials...
Reed Smith and Chris Boyer discuss predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman joins to share important steps of the digital transformation journey including topics like change management, governance and key technology considerations.
Join us for a conversation with two special guests: Dr. Lindsey Cassidy of Ms.Medicine and Lauren Thaman of...
Reed Smith and Chris Boyer discuss the biggest opportunity for successful digital transformation and share the latest HMSS study on the state of digital healthcare. Shelli Pavone shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative experts.
Chris Boyer and Reed Smith discuss the latest digital trends to watch for and even ponder if this is a “bubble” that is about to burst. Ann Stadjuhar joins us to discuss her perspective on how the digital health space is changing and what that change means to hospitals and health systems.
Chris Boyer and Reed Smith discuss the state of healthcare content marketing, the rise of the noise and share ideas on how to differentiate your efforts from others. Kristin Faulder from Heurisay joins to share her tips on how to use data as a way to strengthen your content efforts.
Reed Smith and Chris Boyer discuss the elements of a good digital health experience, and are joined by Chris Gervais of Kyruus who shares how patient access solutions are evolving as we move to the post-pandemic normal.
Brian Lockard and Bonnie talk about the impact that products- that are designed by and developed for nurses...
Reed Smith and Chris Boyer discuss the current trends impacting telehealth use in health systems, and how Care At Home trends are setting up long-term opportunities for combining in-person with virtual care. They are joined by Peter Alperin who shares how he has seen health systems, doctors and providers using virtual care to enhance their ability to access care.
Cynthia Schmidt, director of marketing at VCU Health–an academic medical center in Richmond Virginia, shares her experience marketing...
Geoffrey Roche and Bonnie discuss educating the healthcare workforce of the future, in terms of what education may...
Chris Boyer and Reed Smith discuss the importance of local SEO to a hospital’s marketing strategy, and uncover the “myth” of the threat of zero-click searches. Martha van Berkel shares her experience using schema to connect - and wow - online healthcare consumers when they search for care on Google.
Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.
In this episode Amy and Julie connect with Dr. Joseph Ravenell, one of the leading researchers focused on...
Reed Smith and Chris Boyer share how consumerism has shifted in the last two years, how to use these shifts to drive experience, and then Chris Bevolo joins to share his perspective on the future of our industry and other insights from his new book, Joe Public 2030
Cara Lunsford talks with Bonnie about her journey of creating Holliblu and the impact that the platform is...
Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken who shares her predictions on how health systems and providers will change to meet the needs of consumers today.
Sigi Marmorstein and Bonnie talk about the value of virtual maternal and infant education and care models as...
Join us for a special conversation with Dr. Lyssa Ochoa, President and Vascular Surgeon at San Antonio Vascular...
Chris Boyer and Reed Smith share how consumerism and patient experience expectations are also shaping the ways and methods in which they communicate. Dr. Bryan Vartabedian shares his perspective on ways organizations can begin to adopt better approaches to communicating with their patients.
Chris Boyer and Reed Smith discuss the latest Edelman Trust Barometer and opportunities exist for hospitals and health systems, particularly as they align to purpose. They are joined by Rob Rosenberg who shares how now is the time for health systems to “unmask” their marketing and branding efforts to meet the moment.
Part two of our series with Abbott, Amy and Julie sit down with Michael Johnson, Abbott’s Divisional Vice...
Hosts Reed Smith and Chris Boyer discuss the current “state-of-the-state” for our industry, including the public perception of health systems and hospitals in America and what this means for our employees. They are joined by Stephen Moegling who shares how our industry could benefit from a “return to purpose” and how capacity marketing may be the secret tool to guide us to the future.
Chris Boyer and Reed Smith discuss the state of telemedicine, where the industry might be headed and how some studies reveal that telehealth care may be better than care delivered in real life. They are joined by Colin Hung, Health IT leader and expert, who shares how organizations shouldn’t forget that for telemedicine, it’s not just about the technology.
Reed Smith and Chris Boyer share ways leading health systems have implemented “big ideas” in their marketing, and how focusing on patient experience can help healthcare leaders transform their strategies. Chris Hemphill shares their perspective on implementing responsible AI and data strategies.
This conversation with Dr. Philip Adamson kicks off a series of discussions with Abbott leaders from across the...
Hosts Reed Smith and Chris Boyer reflect back on this work-from-home year, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including best episodes topic and best guest expert (Brian Gresh).
Kay Cowling talks about the pressing issue of nurse staffing and the current supply and demand issues. This...