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    Technology

    touch point podcast

    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.

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    Latest Episodes:
    TP366 - Do you Feel Disrupted? Jan 17, 2024
    Show notes

    The US healthcare system is undergoing significate 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 an impact in 2024
    • Driving growth through consumer centricity in healthcare
    • 2024 Outlook: 'Blurring of the lines' as providers, retailers and payers plotting primary care plays
    • Moody's upgrades healthcare outlook from negative to stable for 2024
    • Healthcare’s next chapter: What’s ahead for the US healthcare industry
    • A tough 2024 is on the horizon. Here's how Deloitte says healthcare leaders should prepare

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP365 - Why Segmentation is Critical in 2024 Jan 10, 2024
    Show notes

    One of the most important underlying principles of marketing is to have an extensive knowledge of the customer. Market segmentation is critically important to this understanding. In the episode, hosts Reed Smith and Chris Boyer discuss the challenges ahead for health systems in 2024 and how marketers can use market segmentation to drive ROI. They are joined by Linda MacCracken of Ignite Market Advantage to discuss the concert of quantifiable market segmentation and impacts this could have on building market resilience.

    Mentions from the Show:

    • 2024 health systems outlook: A host of challenges ahead
    • The Top 6 Segmented Marketing Trends to Maximize ROI
    • Linda MacCracken on LinkedIn

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP364 - ICYMI: The Value of a Health Record Jan 03, 2024
    Show notes

    Encore episode of one of our post popular shows (originally published in July 2019): We live in a data-rich world, and any of us that spend time online already know that our data footprint is being tracked and analyzed for a multiple of reasons…including marketing. But what is the ultimate value of health records that are being kept within health systems? In this episode, hosts Reed Smith and Chris Boyer discuss why health records command such a high price on the dark web, how data is de-identified (and if it can be reversed). They are joined by Jeremy Mittler from Crossix in which he shares how de-identified data can be leveraged for marketing effectiveness.

    Mentions from the Show:

    • Sutter Health sued for allegedly sharing patients’ health data with Facebook, Google
    • Patient medical records sell for $1K on dark web
    • Guidance Regarding Methods for De-identification of Protected Health Information in Accordance with the Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule
    • The Outlook for Data 2019: A Snapshot Into the Evolving Role of Audience Insight
    • AI can re-identify de-identified health data, study finds
    • Jeremy Mittler on LinkedIn
    • Crossix website
    • Crossix blog

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP363 - The 2023 Listener Choice Awards Dec 27, 2023
    Show notes

    In our annual “Best-of” 2023 show, hosts Reed Smith and Chris Boyer reflect back on the past year filled with Generative AI and other trendy technologies, sharing results from the listener choice awards, including favorite episode and favorite guest.

    Mentions from the Show:

    • Best Episode: TP317 – Has AI “Jumped the Shark”?
    • Best Guest: Alan Shoebridge, TP347 – Why is AI Suddenly All Over the Place?
    • Alan Shoebridge on LinkedIn
    • You Can’t Listen To Podcasts On Facebook, But Don’t Tell That To Lots Of Listeners.

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP362 - These Are a Few of our Favorite Interviews Dec 20, 2023
    Show notes

    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 Shark”?
    • Steve Koch on LinkedIn
    • Jonathan Pathuis on LinkedIn
    • Matt Cohen on LinkedIn

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP361 - Finding the White Space in Patient Acquisition Dec 13, 2023
    Show notes

    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 solutions for underserved populations
    • 34 hospital and health system innovation programs to know | 2023

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP360 - Do Patients Want Access to Their Health Records? Dec 06, 2023
    Show notes

    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 Access, Mobile Patient Portals Reach Unprecedented Use
    • Patient Data Access is Insufficient for 60% of Healthcare Consumers
    • Chris Turner on LinkedIn
    • HealthBookPlus

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP359 - Are We Ready for Radical Digital Transformation? Nov 29, 2023
    Show notes

    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 impact our need for transformation.


    Mentions from the Show:

    • Healthcare needs a digital transformation. Is it ready?
    • Expanding Patient Agency in Healthcare Interactions
    • Scott Becker on LinkedIn
    • Becker’s Hospital Review

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP358 - Three Servings of News Hot Takes Nov 22, 2023
    Show notes

    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, cybersecurity
    • Denied by AI: How Medicare Advantage plans use algorithms to cut off care for seniors in need

    Learn more about your ad choices. Visit megaphone.fm/adchoices

    TP357 - Omnichannel PX: How Do you Integrate Offline and Online Experiences? Nov 15, 2023
    Show notes

    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 Show:

    • Hybrid CX: Integrating Offline and Online Experiences Seamlessly
    • Customer Experience in the Age of AI
    • CereCore brings a healthcare operator heritage to IT services, serving healthcare organizations across the nation and abroad. Learn more at cerecore.net
    • ebook Diagnosing Your Health System’s IT Support Desk - explaining how to use service level metrics to uncover hidden costs, increase user satisfaction and efficiency
    • CereCore support assessment (at no cost and no commitment) to discover where to begin gaining greater efficiency in IT support
    • Ian Lindsey on LinkedIn

    Learn more about your ad choices. Visit megaphone.fm/adchoices

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