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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

59:49

TP343 - Bringing the Digital Patient Experience to...

touch point podcast ·

2023/08/09

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 experience working with hospitals on successfully extending the digital experience to the inpatient room

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39:53

TP342 - When Does “Patient Access” Actually Begin?

touch point podcast ·

2023/08/02

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 opportunity to leverage digital to solve access to care issues. Mentions from the Show: What is

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54:19

TP341 - There is More to AI than Just Generative

touch point podcast ·

2023/07/26

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 professionals should consider in their AI strategies. Mentions from the

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47:41

TP340 - User Centered Design and Jobs-to-Be-Done

touch point podcast ·

2023/07/19

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 share how they work with health systems to cut through the data to get to know our consumers as

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38:27

TP339 - Why Consumer Insights Are Critical for...

touch point podcast ·

2023/07/12

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 can apply to the entire enterprise - including strategic planning, marketing and operations. Mentions

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63:08

TP338 – ICYMI: The Digital Front Door is an...

touch point podcast ·

2023/07/05

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 with trying to define the “Digital Front Door” is that perhaps instead of defining it as a technology

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56:43

TP337 - Provider Data is Still a Challenge for Health...

touch point podcast ·

2023/06/28

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 standardizing it. They are joined by Cynthia Newton, who shares her experience with not only helping

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37:51

TP336 - When is “Good Enough” Good Enough

touch point podcast ·

2023/06/21

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. Mentions from the Show: Good Enough is Good Enough: Let Go of Perfectionism to Get Things Done How to

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46:37

TP335 - AI in Telemedicine

touch point podcast ·

2023/06/14

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 from the Show: Svein Willassen on LinkedIn Daily.Co Reed Smith Twitter Chris Boyer Twitter Chris

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32:15

TP334 - A News Round-up

touch point podcast ·

2023/06/07

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 significance of ratings. Stay informed with this week's news round-up on Touch Point. Mentions from the

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38:46

TP333 - Why It’s Hard for Health Systems to Act Like...

touch point podcast ·

2023/05/31

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 from the Show: Organizational Structure of Hospitals The gathering storm: An opportunity to reorder

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43:03

TP332 - Why First-Party Data Needs to Come First

touch point podcast ·

2023/05/24

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 technology platform to support these initiatives. Mentions from the Show: First-Party Data Strategy:

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37:17

TP331 - The Importance of Branding and Thought...

touch point podcast ·

2023/05/17

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 their customers and employees. Mentions from the Show: Rob Rosenberg on LinkedIn Springboard Brand &

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35:58

TP330 - What Does It Mean to be “Consumer Obsessed?”

touch point podcast ·

2023/05/10

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. Mentions from the Show: What does it mean to be customer-obsessed? Align Around Your Customers To Power

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38:49

TP329 - Why We Can’t Move Away from Analytics

touch point podcast ·

2023/05/03

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. Mentions from the Show: HHS Offers HIPAA Guidance on Online Tracking Technologies Data Strategy vs

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45:29

TP328 - ICYMI: Is Digital Really the Future of...

touch point podcast ·

2023/04/26

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 Care Delivery Is Your Company Squandering Digital Opportunities? Touchpoint podcast Twitter Reed

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37:01

TP327 - Live from HMPS23 in Austin, TX

touch point podcast ·

2023/04/19

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 LinkedIn Sam Seering on LinkedIn Chris Boyer on LinkedIn Reed Smith on LinkedIn Learn more about

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41:00

TP326 - Who Owns the Intranet?

touch point podcast ·

2023/04/12

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 governance. Mentions from the Show: Who owns your intranet in 2023? Intranet governance: Best

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35:24

TP325 - The Digital Marketing and IT Partnership

touch point podcast ·

2023/04/05

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 Show: Information Technology and Digital Marketing: Where Business Owners Get Confused The pivotal

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39:57

TP324 - The Evolving Healthcare Marketing Tech Stack

touch point podcast ·

2023/03/29

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 marketing technology stack The Unique Challenges Of Health Care Marketing Strategic Evaluation Of

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