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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

55:50

TP422 - Rethinking Competition in Healthcare

touch point podcast ·

2025/02/12

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 remain dominant—but must adapt fast. Chris and Reed break down key strategies to stay agile,

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61:26

TP421 - The Evolution of Patient Experience

touch point podcast ·

2025/02/05

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 how digital engagement has transformed patient interactions, from search-driven healthcare decisions and

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57:09

TP420 - The 2025 State of Digital Advertising for...

touch point podcast ·

2025/01/29

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 ad ecosystem. Joining them is Adam Putterman of OursPrivacy, who shares expert insights on leveraging

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69:52

TP419 - The 2025 State of Social Media for Healthcare

touch point podcast ·

2025/01/22

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 Bristow of Hedy & Hopp who shares her insights on how healthcare clients can navigate the various changes

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57:35

TP418 - Inclusivity Marketing, Design and the Impacts...

touch point podcast ·

2025/01/15

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 the Show: People with disabilities appear in 1% of TV ads The Simone Biles Effect: Destigmatizing

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43:34

TP417 - The 2024 Listener Choice Awards

touch point podcast ·

2025/01/08

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 'Digital First' Really Mean? #2: TP368 - How Consumerism Is Challenging Healthcare Leadership #1: TP367

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34:14

TP416: ICYMI - Is Patient Access Improving?

touch point podcast ·

2025/01/01

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-centric access strategy. Mentions from the Show: Experian Health Report: The State of Patient Access –

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39:02

TP415: ICYMI - Do you Feel Disrupted?

touch point podcast ·

2024/12/26

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 healthcare services outlook: Challenges and opportunities The healthcare disruptors expected to make

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62:49

TP414 - Surprise - This is a Touch Point Podcast...

touch point podcast ·

2024/12/18

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, unveiling innovative technology tools, and challenge Gen AI's limits. Give this a listen, and if you enjoy - be

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83:40

TP413 - A Few of Our Favorite Interviews (2024 Edition)

touch point podcast ·

2024/12/11

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 of the year. Be sure to vote for your most favorite episode and favorite guest in our annual 2024 Touch

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37:03

TP412 - Technology Innovations that Are Set to...

touch point podcast ·

2024/12/04

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 consumer-led strategy - McKinsey Bracing for impact: Navigating the surge in healthcare costs - WTW The

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68:58

TP411 - A Friendsgiving Episode

touch point podcast ·

2024/11/27

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 healthcare’s brightest minds. As a bonus, enjoy an encore interview with digital expert John Berndt, who dives

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42:42

TP410 - Loyalty, Habits, and Laziness in Customer...

touch point podcast ·

2024/11/20

In this episode, Chris Boyer and Reed Smith - inspired by insights from Matt Gove and Andy Chang at HCIC - discuss the interplay between customer behavior and loyalty, habits, and laziness. They explore how healthcare organizations can build lasting connections by fostering familiarity and ease, forming patient habits through consistent cues and reinforcements, and simplifying the patient journey to reduce friction. Together, they paint a high-level picture of how these psychological drivers work

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38:07

TP409 - Live from Austin, TX at #HCIC24

touch point podcast ·

2024/11/13

In this episode, Chris Boyer is joined by guests Dean Browell, Martha Van Berkel and Danny Fell as they discuss some of the key themes and issues being discussed at the 28th Annual Healthcare Internet Conference in Austin, TX. From the changing role of the marketing leader, to the challenges of measurement and the complexity of technology and disruption, they share ideas and insights on how modern healthcare leaders need to adapt to meet the needs of the moment.Mentions from the Show: Dean

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40:57

TP408 - Unlocking Healthcare Data Value

touch point podcast ·

2024/11/06

In this episode of Touch Point, hosts Chris Boyer and Reed Smith discuss how healthcare organizations can maximize the value of their data through a seven-step data maturity model. They explore the challenges and opportunities in managing healthcare data—from initial modeling to data marketplaces—using real-world examples from healthcare projects. Chris and Reed highlight how structured data management can turn data into a strategic asset, enabling predictive insights that improve patient

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55:05

TP407 - Leadership and Change in Healthcare

touch point podcast ·

2024/10/30

In this episode, hosts Reed Smith and Chris Boyer discuss essential traits for healthcare leaders facing industry-wide transformation. They explore adaptive leadership styles, including transformational leadership, which fosters loyalty, creativity, and resilience. The episode also discusses the four C’s of Leading Through Change and offers practical insights for navigating healthcare's unique challenges. Jill Austin joins the show to discuss her new book, Transformative Leadership: Self-Mastery for

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61:21

TP406 - Digital Disruption and Changing Expectations...

touch point podcast ·

2024/10/23

In this episode, hosts Reed Smith and Chris Boyer explore the significant disruptions currently transforming the US healthcare system, from innovations reshaping service delivery to changes in how the market operates and how patients receive care. They outline five major disruptive trends and discuss how health systems can build resilience in the face of these changes. This episode also features an insightful interview with Mike Schneider from Greystone, where he shares his perspective on the

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44:37

TP405 - Do Healthcare Consumers Actually “Shop”?

touch point podcast ·

2024/10/16

In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumer-driven healthcare and why it often falls short of true "shopping" experiences, discussing how factors like insurance coverage, geographic limitations, and health drivers complicate decision-making for patients. From the pitfalls of online appointment scheduling to the limitations of "reserve your spot" features in emergency departments, they break down how healthcare systems must improve UX/UI design to better serve

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36:11

TP404 - The New Health Playbook: Drivers,...

touch point podcast ·

2024/10/09

In this episode, Reed Smith and Chris Boyer the "drivers of health," healthcare consumerism, and the role of marketing in shaping patient experiences. They explore how social, economic, and environmental factors impact health, how consumers are increasingly empowered in their care decisions, and how a strategic, consumer-focused approach can drive meaningful change.Mentions from the Show: Kaiser Permanente: Housing for health Ten Years Later, Flint Still Doesn't Have Clean Water Boston Medical

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42:01

TP403 - The Three Axis of ROI in Healthcare Digital...

touch point podcast ·

2024/10/02

In this episode, Chris Boyer and Reed Smith explore how the concept of ROI in healthcare digital experience extends beyond financial returns to impact patient care, operations, and sustainability. They break down ROI into three key areas: growth, cost savings, and improving experience and highlight how digital tools like telemedicine, patient portals, and automation drive patient acquisition, streamline operations, and improve both patient and provider experiences.Mentions from the show: Finding

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