touch point podcast

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 rel...

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 t...

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 o...

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 ex...

Health systems realize that the opportunity that digital offers to solve patient access is tremendous. Yet, many still have a narrow definition of what “access” really is. In this episode, hosts 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...

Current news-cycles are filled with a lot of hype around Generative AI, but there are a number of subfields of AI that are not “generative.” In this episode, hosts 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...

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 sh...

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 ca...

In this encore episode (which originally aired in July, 2022), Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” and attempt to define 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 w...

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 stan...

The adage “perfect is the enemy of good” is more than just a saying - it has become a design principle. In this episode, hosts 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. ...

The advancement of AI in healthcare is seemingly moving at a very fast rate. In this episode, hosts 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.  Mentions fr...

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 sign...

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...

Health systems are beginning to realize that developing a first-party data strategy is becoming one of the most critical things to do to support marketing, operations and clinical success. In this episode, hosts 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 tec...

As health systems face the challenges of re-aligning to the current needs of the post-pandemic era, the importance of branding and thought-leadership is often misunderstood. In this episode, hosts 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 th...

For hospitals and health systems, many of us strive to continuously add value to the customer experience. But are we “consumer obsessed?” In this episode, hosts 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.  Mentio...

Web tracking for hospitals and health systems are currently undergoing significant disruption. In some cases, health systems are actively pondering the usefulness of website analytics. In this episode, Reed Smith and Chris Boyer discuss how data and analytics strategies are important for healthcare digital marketers, and outline ways to can defend and support a website analytics practice.  Mention...

In this episode, hosts 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.” Mentions from the Show: The Future of...

In this episode, 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. Mentions from the Show:  Ben Texter on...

Intranets are one of the oldest digital marketing and communications tool in most organizations’ toolkit. But even now, the age-old question persists: who owns the intranet? In this episode, hosts Reed Smith and Chris Boyer discuss the various stakeholders across an organization with a rightful claim to own this important internal communication platform, and they share best practices in intranet g...

For health systems, the partnership between digital marketing and IT is an important one, but sometimes it can be complicated. In this episode, hosts 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.  Mentions from the S...

In health systems, the marketing technology stack is constantly evolving. However, in some ways it could also be seen as regressing. In this episode, hosts 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.  Mentions from the Show:  The evolving...

Adoption of telemedicine for hospitals and health systems has, to a certain effect, followed the Gartner technology hype cycle. In this episode, hosts 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...

In this episode, 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. Learn more about your ad choices. Visit megaphone.fm/adchoices