touch point podcast

For many health systems, digital transformation initiatives that began in the pandemic are starting to falter, which begs the question: why is digital transformation so difficult? In this episode, hosts 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...

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 aris...

Marketing and communications are sometimes considered the cornerstone of any business plan. However, for hospitals and health systems, often these disciplines are often treated as separate and distinct. In this episode, hosts 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 insig...

As health systems consider the needs of the modern healthcare consumer and reflect on how their current brand efforts align, it’s always important to understand our audiences. In this episode, hosts 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.  Mentions fr...

The role of the health system CMO is changing - in both responsibilities and their mindset. In this episode, hosts Reed Smith and Chris Boyer discuss how marketers need to embrace a “disruption mindset” (tip of the hat to Stephen Moegling), and the metamorphosis of the modern CMO. Laura Kreofsky from Pivot Point Consulting joins to share her insights on how Healthcare Retailization is forcing us t...

In this encore episode, hosts Reed Smith and Chris Boyer are back to talking about ROI, and sharing the differences between true ROI, ROMI and ROAS - the three stepbrothers of marketing measurement. They share the basics of Marketing ROI to outlining the activities needed to measure marketing impacting and then are joined by Dan Small, Senior Director of Digital Strategy at Hartford HealthCare, wh...

In this episode, hosts Chris Boyer and Reed Smith reflect back on the most recent Healthcare Marketing and Physician Strategy Summit, and share insights and topics 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...

Recorded live in Salt Lake City 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. Llyod of Eruptr and Ahava Leibtag of Aha Media, where they share their reactions of what it’s like to finally attend a conference in person, the biggest challenges health systems f...

In this episode, hosts 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...

The trends in healthcare consumerism are leading organizations to introduce more self-service and choice. But how can health systems know when they are going too far? In this episode, hosts 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 of Everyday...

Today, there are a myriad of ways that patients can share their experiences with hospitals and health systems online. In this episode, hosts Reed Smith and Chris Boyer focus on two systems: Yelp and HCAHPS and discuss their differences, and how organizations should view both in the larger scheme of measuring patient experience. Featuring an expert interview with B.G. Porter of the Studer Group in...

Customer Relationship Management (CRM) systems are one of the most important tools healthcare marketers can adopt to understand the efficacy of their efforts, yet even in 2022 there is still a lot of confusion on how best to leverage this platform. In this episode, hosts Chris Boyer and Reed Smith discuss if CRM solutions are keeping pace with our industry needs and share alarming findings on the...

For hospitals and health systems, digital transformation continues to prove difficult. In this episode, hosts Reed Smith and Chris Boyer discuss Gartner predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman of the Hileman Group joins to share important steps of the digital transformation journey including...

Almost universally, health systems, clinicians, and even patients agree that the health care system needs digital transformation. In this episode, hosts 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, CEO and Co-founder of Inlightened, shares her experience leading in...

The way healthcare is being delivered has significantly shifted over the past few years. The impact is being felt by every segment of the healthcare industry - from providers to payers to digital health. In this episode, hosts 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...

Healthcare organizations face a daunting task with the content marketing and thought-leadership efforts - how can you reduce the signal-to-noise ratio while ensuring your content stands out? In this episode, hosts 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...

As the new digital health consumer continues to familiarize and trust digital health solutions, health systems need to focus on those fundamental digital solutions to improve their overall experience. In this episode, hosts 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 evolv...

The need for virtual health solutions at the onset of the pandemic led to wide-spread adoption of telemedicine by providers and patients alike. However, over the years, this adoption rate has shifted and changed - based both on shifting patient expectations and provider acceptance of these tools. In this episode, hosts Reed Smith and Chris Boyer discuss the current trends impacting telehealth use...

SEO remains an important part of a health system’s digital strategy - but how is it shifting in 2022? In this episode, hosts 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. They are joined by Martha Van Berkel of SchemaApp, who shares her experience using schema to connect - and wow - on...

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 share how truly listening to the “voice of...

Healthcare leaders now understand the transformative effect that consumerism is having on their industry. In this episode, 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: Five Poten...

The healthcare industry is facing extreme pressures to change and transform. In this episode, hosts 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...

The importance of patient-provider communications has always been important, but as health systems adopt more ways to allow patients to connect with their care online, how has this impacted the way patients want to interact with their care team? In this episode, hosts Chris Boyer and Reed Smith share how consumerism and patient experience expectations are also shaping the ways and methods in which...

In this episode, hosts Chris Boyer and Reed Smith discuss the latest Edelman Trust Barometer and some of the disturbing findings on the erosion of trust in typical societal institutions. Despite this, opportunities exist for hospitals and health systems, particularly as they align to purpose with their branding efforts. They are joined by Rob Rosenberg, owner and president of Springboard Brand & C...

Host 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 then share their predictions on what health care marketing needs to meet the current challenges our industry is facing. They are joined by Stephen Moegling of Haley Sault who shares how our...