touch point podcast

In this episode hosts Chris Boyer and Reed Smith visit a popular topic on the podcast: Artificial Intelligence (AI). Specifically, they discuss the rapid adoption of machine learning in clinical and marketing/communications efforts in hospitals and health systems and explore some of the pros and cons of deep learning (including how patients and providers alike potentially view the dilemma of the “...

Understanding the online customer journey is important to how an organization structures their digital marketing and communication efforts. In today’s episode, hosts Reed Smith and Chris Boyer revisit this important topic and discuss the differences between the “path to purchase” and the complete customer lifecycle, and share their thoughts on the role digital (websites, social media, CRM and othe...

Twitter is an established digital platform for hospitals and health systems, but the way it’s actually being used has evolved over the years. In this episode, hosts Chris Boyer and Reed Smith discuss the way the platform has evolved - both in terms of features and functionality, and the strategies that organizations use to support their marketing and communication efforts. Featuring an interview w...

While not typically a focus of digital marketing, it has become increasingly important for health systems to develop formalized approaches to engage physicians - from either a recruitment perspective or to help improve referring patterns. In this episode, hosts Reed Smith and Chris Boyer take an honest look at the role digital plays in referring physician strategies and outline examples and approa...

At a hospital system, the role of the digital strategist is often seen as critical to helping an organization embrace digital tools and technologies. However, at some health systems there are multiple people holding that job title - and often they do not work closely with one another. In this episode, hosts Reed Smith and Chris Boyer discuss the roles and responsibilities of a digital strategist -...

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...

Branding is important for organizations of all sizes because it helps to define their value, gives employees direction and motivation, and makes engaging with customers easier. But how can digital help with your branding efforts? In this episode, Reed Smith and Chris Boyer discuss how hospitals and health systems can use digital tools and techniques to align with their brand, help deliver an onlin...

Recorded at the recent Healthcare Marketing & Physicians Strategy Summit, hosts Reed Smith and Chris Boyer are joined by Scot Singpiel, professional podcaster for University of Utah Health Sciences. In this episode they discuss the current state of podcasting, share tips on how to create a successful podcasting program and learn how Scot has developed The Scope - the prolific podcasting programs f...

From Salt Lake City, hosts Reed Smith and Chris Boyer welcome a panelists of guests from the Healthcare Marketing & Physicians Strategy Summit: Dan Dunlop (Principal at Jennings), JK Lloyd, President and Co-Founder of Eruptr, Andrew Rainey, EVP of Strategy for Binary Fountain, and Travis Moore, SVP, Market Solution Sales at Kyruus. In this episode, the guests discuss the potential fallout of the F...

Clinical healthcare professionals are required to annually engage in ongoing education to maintain their certifications, In this episode, hosts Reed Smith and Chris Boyer share their thoughts on how hospital marketing professionals should do the same, and share ideas on ways we can begin engaging in synchronous and asynchronous learnings. In addition, they both discuss how podcasting has become an...

There has been a significant and evolving change in the work of healthcare professionals, driven be the role digital has had in the way they learn, communicate and practice care. In this episode, hosts Reed Smith and Chris Boyer are joined by the host of the upcoming podcast “The Exam Room” Dr. Bryan Vartabedian, to discuss how doctors can adjust to a system that’s changing faster than many doctor...

For hospital and healthcare professionals, the need for outside expertise and support is important to help navigate our constantly changing industry needs and demands to be competitive. In this episode, hosts Reed Smith and Chris Boyer discuss the evolution (and intersection) of the roles vendors, agencies and consultancies play in supporting their clients. This episode also features an expert int...

Artificial intelligence (AI) is in everything - your phone, your home, your car - yet, to many people, when you talk about AI, its use and application is misunderstood (and sometimes feared). In this episode, hosts Reed Smith and Chris Boyer discuss how this technology has implications across data management, responsible programming and population health management. Brian Gresh, President of Loyal...

To hospitals, health systems and physician practices, the role of marketing research is an important part of development effective brand, engagement and growth strategies. And with the rise and impact of consumerism on healthcare, the methods used in market research are also evolving to include new digital tools and data sets. In this episode, Reed Smith and Chris Boyer discuss the various methods...

In this episode, hosts Chris Boyer and Reed Smith are joined by John Mason, founder of Oakhorn Solutions and upcoming host of The Connected Hospital podcast, to discuss the role of the CIO within hospitals and health systems. Over the last two decades, the concerns CIOs have had about safety and privacy have become more complex, and now the definition of the “connected hospital” has grown to inclu...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Since 2010, SxSW has developed a dedicated Health Track designed to inspire and educate patients, caregivers, providers, payers, policy makers, designers, entrepreneurs, and investors (this year’s topics range from the statistics of how wealth impacts health to the use of psychedelics to treat ment...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Innovation. Everyone’s talking about it, but how do we actually embrace it? For hospitals and health systems - typically saddled with complex, large and siloed organizations - finding ways to innovate and improve the way to deliver care can be notoriously difficult. In this episode, hosts Reed Smit...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Hospitals and health systems understand the importance of understanding and optimizing the customer experience. Whether through customer journey mapping or developing systems to gain a 360 degree voice of the customer, the fact remains - superior customer experiences are the most impactful way to d...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Recent changes to the Facebook News Feed algorithm are forcing hospitals and health systems to rethink their approach to leveraging this popular social platform. In many ways, this will impact the ways we utilize Facebook advertising, as well. In this episode, hosts Reed Smith and Chris Boyer explo...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Disruption in healthcare comes in many forms, but the often when talking about outside threats to the industry, healthcare professionals often focus on technology companies as the most disruptive. And specifically, the three major tech companies looking to disrupt our industry are Google, Facebook...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. For integrated hospitals and health systems, the simple task of managing your online location directories - whether through your website or on third-party listing sites - can be excruciatingly frustrating. From keeping up with manual updates to trying to develop a single source of truth, the proces...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Digital hospital marketers and communicators often struggle to build strong relationships with their audiences. At a time when customer loyalty is impacting the relationship patients have with health systems, the importance of identifying and leverage superfans is becoming more and more imperative....

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. There has been increasing demand for physicians and doctors to play a more active role in digital, but what does that exactly mean? In this episode, hosts Reed Smith and Chris Boyer break down the differences of digital in healthcare - digital marketing, digital health, digital innovation and digit...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Celebrating their 50th episode, hosts Reed Smith and Chris Boyer decide to analyze top-10 lists of digital, social media and technology trends that will impact marketers in 2018. From articles from Forbes, Gartner, Entrepreneur.com and others, the hosts explore these lists to aggregate their own li...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. You don’t determine your digital strategy - your customers do. For hospitals and health systems, what this means is that they have to become aware of the needs, wants and preferences of their patients and potential patients. In this episode, hosts Reed Smith and Chris Boyer discuss how technology h...