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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

42:17

TP323 - Is the Telemedicine Bubble About to Burst?

touch point podcast ·

2023/03/22

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 facing. Mentions from the Show: The end of the Covid-19 public health emergency: impacts for

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47:11

TP322 - A Frank Conversation about Consumer Centricity

touch point podcast ·

2023/03/15

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

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37:05

TP321 - Patients Want Digital Health...or Do They?

touch point podcast ·

2023/03/08

Digital health is here to stay: nearly half of the US population actively use wearables and connected health devices. However, many still express concern and doubt, which is impacting overall adoption. In this episode, hosts Reed Smith and Chris Boyer discuss the public use of health apps and wearables, the concerns that patients have with these devices and how those concerns may extend into other digital applications and devices. Mentions from the Show: The Public’s Use of Health Apps and

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40:05

TP320 - Making Sense of Reviews, Ratings and Rankings

touch point podcast ·

2023/03/01

Health system marketers often develop strategies to address online reviews, ratings and even how their organization rank with third-party sites and organizations. In the episode, hosts Reed Smith and Chris Boyer discuss the differences between each, the interrelation between ratings and reviews, and the challenges of bias with ranking methodologies. Mentions from the Show: Wave of leading medical schools pull out of U.S. News' annual rankings Online Reviews Statistics and Trends: A 2022 Report

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41:34

TP319 - Are We Ready to Un-Google?

touch point podcast ·

2023/02/22

For digital marketers, it might be said that Google has a strong influence on the tools and strategies that influence how we do our work - however, will this last? In this episode, hosts Chris Boyer and Reed Smith discuss the current-state of Google’s search engine (and the new conversational search engines being announced), the decline in Google advertising spend and the impact that the HSS.gov ruling might have on the use of Google Analytics. Are we as health systems potentially moving away from

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50:18

TP318 - ICYMI: The Next Wave of Telemedicine and At...

touch point podcast ·

2023/02/15

The need for virtual health solutions at the onset of the pandemic led to wide-spread adoption of telemedicine by providers and patients alike. However, over the years, this adoption rate has shifted and changed - based both on shifting patient expectations and provider acceptance of these tools. In this episode, hosts Reed Smith and Chris Boyer discuss the current trends impacting telehealth use in health systems, and how Care At Home trends are setting up long-term opportunities for combining

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59:06

TP317 - Has AI “Jumped the Shark”?

touch point podcast ·

2023/02/08

Recent news reports of ChatGPT and DAL-E seem to imply that AI and machine learning is on the verge of taking over many functions of the marketing team. In this episode, hosts Chris Boyer and Reed Smith discuss how AI/ML has already started to play a role in copy editing, creative design, digital advertising, CRM and website development. They are then joined by Matt Cohen and Christian Boylston of Loyal Health who share how AI and deep learning has evolved over the years, and share how they work

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49:04

TP316 - How Does the EMR Impact Patient Experience?

touch point podcast ·

2023/02/01

Healthcare digital marketers are spending more and more time focusing on improving the digital patient experience - but are they leveraging an important tool in the overall digital toolkit? In this episode, hosts Reed Smith and Chris Boyer discuss how patient engagement technologies - and most notable, the EMR - impact the overall patient experience, and share the results of a recent study outlining dramatic differences of patient portal usage in different audiences. They are joined by Sam Seering

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43:02

TP315 - Why Do We Make Things So Hard for Patients?

touch point podcast ·

2023/01/25

Healthcare professionals realize the importance of focusing on healthcare consumerism. In this episode, hosts Chris Boyer and Reed Smith discuss why health systems and hospitals still struggle with developing experiences that are simple and accessible, including sharing what the modern healthcare consumer wants (and what they complain about the most), the challenges to consumer-driven healthcare and ways we can begin to bridge the gap. Mentions from the Show: CVS Health’s Health Care Insights

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47:29

TP314 - Marketing’s Impact on Acquisition, Retention...

touch point podcast ·

2023/01/18

Healthcare marketers are very familiar with acquisition marketing, but are these strategies enough? In this episode, hosts Chris Boyer and Reed Smith discuss the trifecta of patient-centered marketing strategies: acquisition, retention and leakage. By understanding their roles and align their outreach efforts, marketers can build a comprehensive approach to marketing to patients in their service areas. Mentions from the Show: Acquisition Marketing: What You Need to Know 3 Types of Effective

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41:43

TP313 - Building a Business Case for Healthcare...

touch point podcast ·

2023/01/11

Building a marketing plan and strategy is important, but the evolution of health system marketing is creating a demand for something bigger - the development of a business case. In this episode, hosts Chris Boyer and Reed Smith discuss the challenges that healthcare marketing is facing and how by moving outside of simply patient acquisition and branding requires us to build partnerships with the CFO and CIO. Mentions from the Show: Financial Challenges for Health Systems Will Likely Persist in

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41:58

TP312 - Everything is the Experience

touch point podcast ·

2023/01/04

Many health systems have begun to formally develop a customer experience center strategy. But what does that actually entail? In this episode Reed Smith and Chris Boyer discuss the design and technical elements of s customer experience center, the purpose and ways that organizations can find value when adopting this critical strategy. Mentions from the Show: HOW A CUSTOMER EXPERIENCE STRATEGY HELPS SCALE REVENUE GROWTH (AND ACHIEVE PROFITABILITY) Customer Experience Centres: Driving Growth Through

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50:47

TP311 - Touch Point Podcast Annual Year in Review - 2022

touch point podcast ·

2022/12/28

In the annual “Year in Review” show, hosts Reed Smith and Chris Boyer reflect back on the past year of the Touch Point podcast, sharing some of their most popular topics, favorite shows, including a special shout-out to our Guest of the Year - Stephanie Petrazzi of Nuvance Health. They also share their perspective on “virtue signaling” in our industry and close out the show with their predictions for the upcoming year. Mentions from the Show: TP285 - The Problem with the Pixel TP264 - Designing

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63:34

TP310 - Best of the Touch Point Media Network 2022

touch point podcast ·

2022/12/21

In our annual holiday “butter-board” episode, hosts Reed Smith and Chris Boyer highlight clips from some of the shows on the Touch Point Media Network, including conversations about Apple and Amazon’s healthcare moves, diversity in clinical trial recruitment, the differences in hospital vs. academic marketing, innovation in nursing and child-care. Listen in and enjoy these audio “spreads” from the leading healthcare podcasting network, Touch Point Media. Mentions from the Show: Digital Health

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57:43

TP309 - ICYMI: The Problem with the Pixel

touch point podcast ·

2022/12/14

Recent news revealed that a number of hospital websites were found to have passed sensitive PII (personal identifiable information) to the Meta company via the use of the Facebook Pixel. In this episode, hosts Chris Boyer and Reed Smith discuss the importance of pixel tracking for digital marketers, how many websites encourage the use of tracking pixels and the legal and privacy concerns that arise from the widespread usage. Jeremy Harrison from Multicare joins to share his perspective on the

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59:48

TP308 - ICYMI: A Focus on Patient Experience,...

touch point podcast ·

2022/12/07

Healthcare organizations face incredible industry challenges in 2022, they also must rethink their patient experience, marketing and data strategies. In this episode, hosts Reed Smith and Chris Boyer share ways leading health systems have implemented “big ideas” in their marketing, and how focusing on patient experience can help healthcare leaders transform their strategies. They are joined by Chris Hemphill who shares their perspective on implementing responsible AI and data strategies. Mentions

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60:22

T307 - ICYMI: The Winds of Change

touch point podcast ·

2022/11/30

The healthcare industry is facing extreme pressures to change and transform. In this episode, hosts Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken, Head of Healthcare Industry at Yext, who shares her predictions on how health systems and providers will change to meet the needs of consumers today. Mentions from the Show: Deloitte:

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31:31

TP306 - Stop Telling Everyone It’s Christmas

touch point podcast ·

2022/11/23

In this special episode, hosts Chris Boyer and Reed Smith discuss the various health observances that health systems use as part of their content calendars and ponder if they are useful or not. They also discuss whether Seasonal Marketing can align to the strategic plan as well as tap into consumer emotional states, and if that has an impact on various hospital strategies. Mentions from the show: 2022 Health Observances Calendar How To Tap Into Emotions Via Seasonal Marketing (And Why It

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56:06

TP305 - You’re Only as Good as Your Reputation

touch point podcast ·

2022/11/16

For organizations, the connection between reputation and brand is inextricably linked. This is even more important for hospitals and health systems focused on recruitment and retention efforts. In this episode, hosts Reed Smith and Chris Boyer discuss the relationship between reputation and brand, and share ways in which corporate reputation can be adopted by organizations that sometimes struggle with change. Dean Browell, Chief Behavioral Officer of Feedback, joins to share how he works with health

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45:20

TP304 - Social Media is Dead

touch point podcast ·

2022/11/09

In this episode, hosts Chris Boyer and Reed Smith discuss the top challenges social media companies are facing, and how the recent evolution of social platforms are conducive to health system marketing and communications strategies. From the challenges with content, the movement to paid approaches and the steady loss of importance of social media followers, it’s important to ask: is social media (as we know it) dead? Mentions from the show: A Social Media Status Update - New York Times Social

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