touch point podcast

In this episode, hosts Chris Boyer and Reed Smith discuss the evolution of the social internet, illustrating how as the technology has evolved, the uses of social media by patient seeking care has also changed - yet fundamentally remained the same. Then they are joined by Susannah Fox, author of the new book “Rebel Health - A Field Guide to the Patient-Led Revolution in Medical Care” who shares ho...

The concept of “self-service” is the practice of creating experiences that enable users to complete tasks independently without direct assistance from others. Listen in as Chris Boyer and Reed Smith discuss why it's crucial for today's healthcare experience, but also talk through the risks of leaning too heavily on self-service tech.  Mentions from the Show: Four health IT experts point to impactf...

Health system leaders across the US are facing a number of concerns that are top of mind to them as our industry undergoes significant transformation. Hosts Reed Smith and Chris Boyer discuss the top ten issues that are keeping hospital leaders awake at night and weave these issues into the direct result of healthcare consumerism. Then, Marty Bonick, President & CEO of Ardent Health Services, join...

Over the years, healthcare marketers have seen the way search engines have changed - and how those changes have impacted SEO efforts. But much like everything else, search is dramatically being transformed by the advent of Generative AI. In this episode, hosts Chris Boyer and Reed Smith discuss some of the recent Google changes to the SEO algorithms, the knowledge graph and how user intent is chan...

The US healthcare system is undergoing significate disruption due to innovations that fundamentally alter how services are delivered, how the market operates, or how patients are receiving care. In this episode, hosts Reed Smith and Chris Boyer outline five major disruptive trends and discuss how health systems need to prepare to be resilient through this disruption.   Mentions from the Show: 2024...

One of the most important underlying principles of marketing is to have an extensive knowledge of the customer. Market segmentation is critically important to this understanding. In the episode, hosts Reed Smith and Chris Boyer discuss the challenges ahead for health systems in 2024 and how marketers can use market segmentation to drive ROI. They are joined by Linda MacCracken of Ignite Market Adv...

Encore episode of one of our post popular shows (originally published in July 2019): We live in a data-rich world, and any of us that spend time online already know that our data footprint is being tracked and analyzed for a multiple of reasons…including marketing. But what is the ultimate value of health records that are being kept within health systems? In this episode, hosts Reed Smith and Chri...

In our annual “Best-of” 2023 show, hosts Reed Smith and Chris Boyer reflect back on the past year filled with Generative AI and other trendy technologies, sharing results from the listener choice awards, including favorite episode and favorite guest.   Mentions from the Show: Best Episode: TP317 – Has AI “Jumped the Shark”? Best Guest: Alan Shoebridge, TP347 – Why is AI Suddenly All Over the Place...

In this episode, hosts Reed Smith and Chris Boyer celebrate some of the most memorable guest interviews of the year. First, hear from Steve Koch and Jonathan Pathuis from Cast and Hue, who discuss user-centered design and jobs-to-be-done. Then, Matt Cohen and Christian Boyleston from Loyal share their perspectives on whether AI has “jumped the shark” and also explain the history of AI.   Mentions...

The concept of "white space" generally implies untapped or underutilized areas for innovation or improvement. In this episode, hosts Chris Boyer and Reed Smith explore four potential “white space” opportunities for patient acquisition - for new/potential patients, for existing patients as well as lapsed patients.   Mentions from the Show: How to Maximize the Value of Patient Health Data: Trends fo...

The passing of the Cures Act in 2016 aimed to empower patients to take control of their health information to make more informed decisions on their care. In this episode, hosts Reed Smith and Chris Boyer discuss two recent studies that cast a light on if this has indeed occurred. THen they are joined by Chris Turner, of HealthBookPlus, who shares his insights on the modern healthcare consumer and...

In general, digital transformations can be difficult - particularly in health systems. In this episode, hosts Reed Smith and Chris Boyer discuss the overall need for provider organizations to embrace radical digital transformation, ponder if we are able to do so, and then discuss how prioritizing patient advocacy can yield to more impactful digital transformation. They are joined by Scott Becker,...

In this special Thanksgiving Week episode, hosts Reed Smith and Chris Boyer review three stories that are abuzz in the news, and share their “hot takes” on how they may impact our industry. From getting care from a pod, who owns innovation in health systems, to AI gone bad, listen in as the hosts share their thoughts. Mentions from the Show: Primary care player Forward unveils AI-based, self-serve...

With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discu...

Recorded live at the 2023 Healthcare Internet Conference in Los Angeles, CA, join host Chris Boyer as well as the panel of healthcare experts David Perry, John McKeever and Andrew Rainey as they discuss the importance of content strategy, best practices in measuring patient experience and the transformation of marketing.  Mentions from the Show: David Perry on LinkedIn Bowstring.tv John McKeever o...

Over the years, there have been many experts and analysts that have tried to predict the future of our industry. But are we set up to do this? In this episode, hosts Reed Smith and Chris Boyer discuss why making predictions for the future are hard - not only for our industry, but also for technology. They are joined by industry expert Quint Studer, co-founder of HealthCare Plus Solutions Group, wh...

While there is ample talk of the use of AI (and Generative AI) in healthcare, sometimes there is a lot of confusion as to which solution is better. In this episode, hosts Reed Smith and Chris Boyer discuss the two different “worlds” of AI - open vs. closed systems, outlining use cases in healthcare for both and asking which is better for health systems. Then, Jeremy Rogers of IU Health joins and s...

If you are working at a health system focused on digital transformation, engagement or innovation strategies, the understanding of the customer journey is imperative to your work. In this episode, hosts Reed Smith and Chris Boyer discuss the different ways to analyze a customer-journey and share ways to use this to stay competitive.  Mentions from the Show: https://www.nngroup.com/articles/analyze...

Coming soon from Touch Point Media: discover the realm where digital expertise meets candid conversations on “Surprise – It’s Not a Toaster” – a bi-weekly podcast led by healthcare digital experts Ed Bennett and co-host Chris Boyer. Together, they venture into the fabric of online experiences, dissecting annoyances and irritations about navigating the modern online world. In each episode, they wil...

Over the last year, most healthcare organizations have responded to the guidance from OCR on HIPAA and third-party tracking by either removing all tracking or adopting new analytics and CDP technologies in their MarTech stack. But is this truly a “privacy-first” framework? In this episode, hosts Chris Boyer and Reed Smith discuss how the healthcare industry is being impacted by the recent guidance...

Over the last four decades, the rise of digital healthcare consumerism has evolved - in part based on consumer expectations, but also on technology. In this episode, hosts Chris Boyer and Reed Smith discuss the trends that have been driving this rise of consumerism and outline key milestones over the past 40 years. They are then joined by Kathy Divis and Mike Schneider of Greystone, who discuss ho...

Innovation is not, by nature, easily attainable - but for healthcare providers and health systems, innovation can pose significant challenges. In this episode, hosts Chris Boyer and Reed Smith discuss the classic management book about innovation - The Innovator’s Dilemma - and the ten arguments it poses, reflecting on how they reflect on our current state industry. They are joined by Kamal Jethwan...

Virtually every health system has a digital strategy in their strategic plan. In this episode, hosts Reed Smith and Chris Boyer explore the three pivotal digital strategies in healthcare: Transformation, Experience, and Innovation, offering insights into how these strategies are reshaping organizations and the industry.  Mentions from the Show: The digital transformation of healthcare organization...

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 and revisi...

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 i...