touch point podcast

In this episode, hosts Chris Boyer and Reed Smith challenge the outdated mindset of the hospital website and explore how health systems can architect unified platforms that drive growth, deliver care, and personalize experiences.  The platform shift – Drawing from other industries, we explore how websites are becoming engines for acquisition, service delivery, and retention. From brochure to busin...

In this episode, hosts Chris Boyer and Reed Smith unpack how the role of the Chief Marketing Officer has evolved—both across industries and within health systems. The expanding CMO playbook – CMOs are now expected to drive growth, lead digital transformation, and influence business-wide decision-making. The impact of AI and analytics – Today’s marketing leaders must be data-fluent and tech-savvy t...

Our digital world is ruled by AI algorithms who are now able to summarize your brand and influence search results. Chris Boyer and Reed Smith explore how these digital forces are reshaping public perception of healthcare organizations—and what can be done to defend and strengthen online reputation before it drifts away into the ocean of algorithms. They discuss How third-party platforms like Googl...

Today’s healthcare consumer is more empowered, more digital-savvy, and more skeptical than ever. Yet many health systems still engage them with outdated approaches and institutional thinking. In this episode, Chris Boyer and Reed Smith explore the growing disconnect between what consumers expect and what health systems deliver—and what it will take to close that gap. They explore: The rise of the...

Forget product pitches and click-through rates - today’s best marketing doesn’t just inform, it evokes. In this episode, Chris Boyer and Reed Smith explore the rising influence of vibe marketing in healthcare and how AI is both accelerating and reshaping this emotionally-driven strategy. They dive into: What Is Vibe Marketing: How brands are shifting from storytelling to emotion-driven engagement,...

Long before hashtags and apps, patient mentoring thrived quietly in community rooms and support circles—offering emotional validation and practical guidance where clinical care left off. In this episode, Chris Boyer and Reed Smith trace the evolution of peer-to-peer support in healthcare, and how digital platforms have transformed it from local to limitless. They dive into: The History of Peer Men...

In 2024, U.S. healthcare and pharma ad spending will top $30 billion—but how much of it actually drives results? In this episode, Chris Boyer and Reed Smith dig into the hidden inefficiencies in health system media budgets and ask a bold question: Are we investing strategically, or just fueling the machine? They dive into: Why Media Waste Persists – From inherited budget models to disconnected tea...

Is AI-generated content in healthcare reckless—or revolutionary? In this episode, hosts Chris Boyer and Reed Smith challenge the fear around using AI in a regulated industry and explore how health systems can use generative AI safely, effectively, and strategically to create better content, faster. They dive into: AI + Content in a Regulated World – Why risk-averse culture and compliance concerns...

Healthcare operates under the mindset that failure is not an option—but what if that’s actually slowing down innovation? While tech companies embrace rapid iteration, health systems often get stuck in pilot purgatory, unable to scale promising initiatives. In this episode, Chris Boyer and Reed Smith explore why failing faster—when done smartly—is key to keeping pace with disruption. They dive into...

Consumers expect personalized experiences in nearly every aspect of their lives—but in healthcare, is personalization truly delivering value, or is it just another marketing buzzword? Chris Boyer and Reed Smith break down the balance between helpful personalization and overreach, exploring how health systems can use data-driven insights to enhance patient engagement without crossing privacy lines....

Hospitals and health systems are facing yet another wave of uncertainty and disruption—financial constraints, shifting regulations, and changing patient expectations are putting immense pressure on leadership. The fact is, traditional leadership models don’t work in this new environment—adaptive change is now a critical skill. In this episode, hosts Chris Boyer and Reed Smith explore how marketing...

When we think about reputation management, our minds often jump to Google reviews and star ratings—but what if we’re thinking too small? In this episode, Chris Boyer and Reed Smith challenge the traditional approach to ORM and explore how health systems can leverage reputation as a strategic asset beyond the review section. They dive into: Reputation as a Business Asset – Why ORM isn’t just a mark...

In this episode, hosts Reed Smith and Chris Boyer explore the evolving role of content in healthcare marketing, diving into content composability, AI’s impact on content creation, and how health systems can maximize their content strategies. They break down how healthcare organizations can move beyond simple content production to a structured, data-driven approach that enhances patient engagement....

In this episode of Touch Point, hosts Chris Boyer and Reed Smith explore how retail healthcare’s retreat, increasing regulations, cybersecurity risks, and private equity consolidation are reshaping industry competition. With Walmart and Walgreens pulling back from healthcare, new state-level regulations tightening mergers, and cybersecurity emerging as a financial risk, traditional health systems...

In this episode, hosts Chris Boyer and Reed Smith explore the evolution of patient experience, from its holistic roots to today’s data-driven strategies. They discuss how healthcare’s focus on patient satisfaction metrics, Chief Experience Officers, and financial incentives has reshaped care—raising the question: are we truly improving experiences or just measuring them better? They also examine h...

In this episode, hosts Chris Boyer and Reed Smith explore the shifting landscape of digital advertising in 2025, from privacy-first strategies and AI-driven targeting to the rise of connected TV (CTV) and retail media networks. They discuss how these trends are reshaping direct-to-consumer healthcare advertising and the critical role of Customer Data Platforms (CDPs) in adapting to Meta’s evolving...

In this episode, hosts Reed Smith and Chris Boyer check in on the state of social media for healthcare, and discuss the various changes to these social platforms - from content moderation, to managing algorithmic changes, a brief touch on paid social strategies and share information for health systems on how to plan for and adapt to future changes in social strategies. They are joined by Jenny Bri...

In this episode, hosts Reed Smith and Chris Boyer discuss the elements of developing an inclusive digital patient experience strategy, why it matters and the impact it has on a healthcare organization. Melissa Fors Shackelford joins to share her insights in the impacts of stigma for certain populations and how inclusivity efforts in marketing and communications are most effective.  Mentions from t...

In our annual “Best-of” 2024 show, hosts Reed Smith and Chris Boyer reflect back on the past year and the various episodes and topics we discussed, and share results from our annual listener choice awards, including favorite episode and favorite guest. Congratulations to all of our winners and thanks for making this show amazing! Mentions from the Show:  Best Episode:  #3: TP375 - What Does 'Digit...

In this week’s episode, hosts Reed Smith and Chris Boyer share their perceptions and insights on patient access - what it is, what internal and external factors are impacting access and then they dive into a recent study by Experian that implies that both patients and providers are feeling optimistic about access improvements in health systems. Lastly, they share some ways to implement a consumer-...

The US healthcare system is undergoing significant 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...

An annual feature of the Touch Point podcast is a retrospective look at other podcasts on our network. In this episode, hosts Reed Smith and Chris Boyer share two episodes of the newest podcast on the Touch Point Media Network - “Surprise, It’s Not a Toaster.” This show is hosted by Ed Bennett and Chris Boyer and is a lighthearted look at online experiences and their subsequent annoyances, unveili...

In this episode, hosts Reed Smith and Chris Boyer celebrate some of the most memorable guest interviews of the year. First, hear from Susannah Fox who discussed insights from her new book about digital innovation, then Jeremy Mittler joins for a good discussion on privacy-first advertising strategies. Lastly, Danny Fell joins to discuss healthcare disruption. These are a few of our best interviews...

In this episode, hosts Reed Smith and Chris Boyer discuss seven technology trends that are innovating healthcare and medicine - some old and some radically new. With an increased focus on solving gaps in rural healthcare and addressing modern consumerism needs. This show is a fun look forward to support future planning.  Mentions From the Show: Consumers rule: Driving healthcare growth with a cons...

Join hosts Chris Boyer and Reed Smith for a special episode that celebrates the season of thankfulness with a unique twist. This week, they share never-before-aired conversations featuring four insightful “Three Questions with Chris” segments with industry leaders Patty Riskind, Dean Browell, Christy Pretzinger, and Matt Gove. These candid discussions reveal a fresh perspective on some of healthca...