touch point podcast

Hosts Chris Boyer and Reed Smith delve into the concept of shared governance, exploring its definition and application across different fields. They discuss how shared governance empowers nurses in healthcare by involving them in decision-making to enhance patient care and job satisfaction, and how it functions in higher education by balancing diverse perspectives to improve institutional operatio...

Despite the abrupt disruption in the retail telemedicine industry, the role of telehealth is still strong in our industry. In this episode, hosts 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 s...

In the second of a two episode arc on innovation and disruption, hosts Chris 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.  Men...

In the last ten years, we have seen a rise of consumerism being at the heart of most digital strategies. In this episode, hosts 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...

For health systems, it’s important to leverage all tools in the digital marketing toolkit to support digital patient experience efforts. In this episode, hosts 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 p...

Recorded live from the Expo hall at the 29th annual Healthcare Marketing & Physician Strategies Summit, hosts Reed Smith and Chris Boyer are joined by Kristen Wevers and David Perry, and share some of the key themes and ideas being discussed at the conference. From leadership resiliency, having a seat at the strategy table, to adapting to disruption, the four panelists discuss relevant topics top...

As Bob Dylan put it so eloquently: “the times, they are a changin’” - and for Chief Marketing Officers in health systems, this is true now more than ever. In this episode, hosts Reed Smith and Chris Boyer discuss the evolving role of the CMO, and the new skill sets required of the role. They are joined by Chris Bevolo who discusses his latest blog post “Rome is Burning” and his advice to marketing...

Since the pandemic (and arguably before), health systems are dealing with unprecedented staffing and culture challenges. In this episode, hosts Reed Smith and Chris Boyer discuss the results of a recent study on healthcare employee satisfaction, discuss how to address “quiet quitting” and share high-level thoughts on how organizations could begin changing their own culture. Then they are joined by...

On March 18, 2024, HHS and OCR released updated guidance on how health systems should utilize third-party trackers on their website - but what specifically did they indicate was different? In this episode, hosts Chris Boyer and Reed Smith review the revised guidance, underscore the need to develop a privacy policy, and then Ray Mina from Freshpaint joins to share his perspective and insights on ho...

In health systems, many organizations are rightfully starting to consider the evolution of their website CMS to a Digital Experience Platform (DFP) - but what does that mean? In this episode, hosts Reed Smith and Chris Boyer clarify what a DXP is, including discussing differences between DXPs and CMSs and how websites are begin to evolve to meet the needs of modern digital experiences. John Berndt...

Many health systems realize that to meet the modern digital healthcare consumer, they need to embrace a “digital first” strategy. In this episode, hosts Chris Boyer and Reed Smith discuss the key elements a “digital first” company, how this relates to a Digital Front Door strategy, and then outline the change elements needed to propel organizations to prioritize digital in their operational, clini...

Back by popular demand: 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 stru...

As consumerism and marketing continue to blurs the lines across health systems, in this episode Reed Smith and Chris Boyer discuss the critical role teams have in providing input and sharing our influence across the organization. From cross-departmental collaboration and data-driven insights to enhance patient care and operational efficiency within health systems. Learn more about your ad choices....

AI has seen rapid adoption in health systems, but are we ready for it? In this episode, hosts Reed Smith and Chris Boyer discuss the challenges with adopting federal regulation on AI and how local organizations can begin developing an AI governance framework. Patty Riskind, CEO of Orbita, joins to share her perspectives on responsible AI adoption in health systems.   Mentions from the Show: Health...

The current period of disruptive change in the U.S. health system industry is unlike any other time before due to the simultaneous convergence and magnification of several transformative factors. In this episode, hosts Reed Smith and Chris Boyer outline the unprecedented impacts in our space and share traits of agile organizations to help navigate this transformation. David Perry, of Bowstring Stu...

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...