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PODCAST

touch point podcast

touch point media

touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians" practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.

business marketing

All Episodes

66:39

TP362 - These Are a Few of our Favorite Interviews

touch point podcast ·

2023/12/20

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 from the Show: TP340 – User Centered Design and Jobs-to-Be-Done TP317 – Has AI “Jumped the

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36:41

TP361 - Finding the White Space in Patient Acquisition

touch point podcast ·

2023/12/13

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 for 2023 Price Transparency: A Boon For Patients, A Bust For Hospitals? Driving innovative health care

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54:50

TP360 - Do Patients Want Access to Their Health Records?

touch point podcast ·

2023/12/06

The passing of the Cures Act in 2016 aimed to empower patients to take control of their health information to make more informed decisions on their care. In this episode, hosts Reed Smith and Chris Boyer discuss two recent studies that cast a light on if this has indeed occurred. THen they are joined by Chris Turner, of HealthBookPlus, who shares his insights on the modern healthcare consumer and why it’s important to empower them with their medical records. Mentions from the Show: Patient Data

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52:59

TP359 - Are We Ready for Radical Digital Transformation?

touch point podcast ·

2023/11/29

In general, digital transformations can be difficult - particularly in health systems. In this episode, hosts Reed Smith and Chris Boyer discuss the overall need for provider organizations to embrace radical digital transformation, ponder if we are able to do so, and then discuss how prioritizing patient advocacy can yield to more impactful digital transformation. They are joined by Scott Becker, publisher of Becker’s Healthcare, who share insights and trends of the industry and how they might

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36:07

TP358 - Three Servings of News Hot Takes

touch point podcast ·

2023/11/22

In this special Thanksgiving Week episode, hosts Reed Smith and Chris Boyer review three stories that are abuzz in the news, and share their “hot takes” on how they may impact our industry. From getting care from a pod, who owns innovation in health systems, to AI gone bad, listen in as the hosts share their thoughts. Mentions from the Show: Primary care player Forward unveils AI-based, self-serve CarePods backed by $100M series E round How many hospital CIOs still own innovation, data analytics,

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68:01

TP357 - Omnichannel PX: How Do you Integrate Offline...

touch point podcast ·

2023/11/15

With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discuss the important role the call center agent has in improving the overall PX. Mentions from the

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44:03

TP356: Live from #HCIC23

touch point podcast ·

2023/11/08

Recorded live at the 2023 Healthcare Internet Conference in Los Angeles, CA, join host Chris Boyer as well as the panel of healthcare experts David Perry, John McKeever and Andrew Rainey as they discuss the importance of content strategy, best practices in measuring patient experience and the transformation of marketing. Mentions from the Show: David Perry on LinkedIn Bowstring.tv John McKeever on LinkedIn Endeavormgmt.com Andrew Rainey on LinkedIn Reputation.com Learn more about your ad

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67:30

TP355 - Are We Too Hardwired To Predict the Future?

touch point podcast ·

2023/11/01

Over the years, there have been many experts and analysts that have tried to predict the future of our industry. But are we set up to do this? In this episode, hosts Reed Smith and Chris Boyer discuss why making predictions for the future are hard - not only for our industry, but also for technology. They are joined by industry expert Quint Studer, co-founder of HealthCare Plus Solutions Group, who discuss how we have to advance from being hard-wired to being re-wired. Mentions from the Show: Why

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54:03

TP354 - Open vs. Closed AI Systems: Which is Better...

touch point podcast ·

2023/10/25

While there is ample talk of the use of AI (and Generative AI) in healthcare, sometimes there is a lot of confusion as to which solution is better. In this episode, hosts Reed Smith and Chris Boyer discuss the two different “worlds” of AI - open vs. closed systems, outlining use cases in healthcare for both and asking which is better for health systems. Then, Jeremy Rogers of IU Health joins and shares the journey he and his organization are taking with the adoption and acceptance fo AI - in both

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44:11

TP353 - Analyzing the Customer Journey

touch point podcast ·

2023/10/18

If you are working at a health system focused on digital transformation, engagement or innovation strategies, the understanding of the customer journey is imperative to your work. In this episode, hosts Reed Smith and Chris Boyer discuss the different ways to analyze a customer-journey and share ways to use this to stay competitive. Mentions from the Show: https://www.nngroup.com/articles/analyze-customer-journey-map/ https://hbr.org/2015/11/competing-on-customer-journeys Learn more about your

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1:50

Coming Soon from Touch Point Media: Surprise – It’s...

touch point podcast ·

2023/10/12

Coming soon from Touch Point Media: discover the realm where digital expertise meets candid conversations on “Surprise – It’s Not a Toaster” – a bi-weekly podcast led by healthcare digital experts Ed Bennett and co-host Chris Boyer. Together, they venture into the fabric of online experiences, dissecting annoyances and irritations about navigating the modern online world. In each episode, they will unveil contemporary tools, technologies, and software solutions, providing a firsthand exploration of

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60:13

TP352 - Enabling a Privacy-First Framework

touch point podcast ·

2023/10/11

Over the last year, most healthcare organizations have responded to the guidance from OCR on HIPAA and third-party tracking by either removing all tracking or adopting new analytics and CDP technologies in their MarTech stack. But is this truly a “privacy-first” framework? In this episode, hosts Chris Boyer and Reed Smith discuss how the healthcare industry is being impacted by the recent guidance and outline a high-level approach to auditing your tech stack for privacy. They are joined by Ray Mina,

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62:33

TP351 - The Evolution of Digital Healthcare Consumerism

touch point podcast ·

2023/10/04

Over the last four decades, the rise of digital healthcare consumerism has evolved - in part based on consumer expectations, but also on technology. In this episode, hosts Chris Boyer and Reed Smith discuss the trends that have been driving this rise of consumerism and outline key milestones over the past 40 years. They are then joined by Kathy Divis and Mike Schneider of Greystone, who discuss how they’ve seen healthcare digital trends change over the years, and how they have developed the

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58:32

TP350 - The Dilemma of Digital Innovation

touch point podcast ·

2023/09/27

Innovation is not, by nature, easily attainable - but for healthcare providers and health systems, innovation can pose significant challenges. In this episode, hosts Chris Boyer and Reed Smith discuss the classic management book about innovation - The Innovator’s Dilemma - and the ten arguments it poses, reflecting on how they reflect on our current state industry. They are joined by Kamal Jethwani, co-founder and CEO of Decimal.Health, who shares his experience with helping provider systems,

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40:34

TP349 - The Three Digital Strategies in Healthcare:...

touch point podcast ·

2023/09/20

Virtually every health system has a digital strategy in their strategic plan. In this episode, hosts Reed Smith and Chris Boyer explore the three pivotal digital strategies in healthcare: Transformation, Experience, and Innovation, offering insights into how these strategies are reshaping organizations and the industry. Mentions from the Show: The digital transformation of healthcare organizations Driving growth through consumer centricity in healthcare The Future of Digital Health Reed Smith

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57:18

TP348 - ICYMI: Leading Through Change

touch point podcast ·

2023/09/13

It’s been repeated so often, it nearly sounds trite - the last 18 months have seen unprecedented change in the healthcare industry. And with these changes and challenges, a new leadership approach is emerging that is important for every health system leader needs to recognize and embrace. In this episode, hosts Reed Smith and Chris Boyer discuss the four leadership types of our industry and revisit the steps of change management. And they welcome Rodney Reider to the show, who shares his experience

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56:06

TP347 - Why is AI Suddenly All Over the Place?

touch point podcast ·

2023/09/06

If you attend any healthcare conference, webinar or read a whitepaper, chances are it’s about AI. And more times than not, it’s about Generative AI and how the industry is starting to consider and adopt these tools. In this episode, hosts Chris Boyer and Reed Smith review the current sentiments of healthcare consumers regarding AI, and the reasons behind the sudden advancement of GenAI solutions in healthcare. They are joined by Alan Shoebridge of Providence, who shares how he is considering the use

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42:45

TP346 - The Evolving Needs of Data in Healthcare

touch point podcast ·

2023/08/30

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 related to data management. Mentions from the Show: Is Your Healthcare Organization Ready for the Next

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62:34

TP345 - Being Strategic, Agile and Focused

touch point podcast ·

2023/08/23

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 to transformation. They are joined by Erik Qualman, speaker and author of the Focus Project, who shares

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56:52

TP344 - Using AI to Humanize the Patient Experience

touch point podcast ·

2023/08/16

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 on how his organization employs AI algorithms to humanize the patient experience. Mentions from the

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524 results

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