touch point podcast

Latest Episodes:

TP347 - Why is AI Suddenly All Over the Place? Sep 06, 2023

Show notes

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 of GenAI for his communications team.

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TP346 - The Evolving Needs of Data in Healthcare Aug 30, 2023

Show notes

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.

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TP345 - Being Strategic, Agile and Focused Aug 23, 2023

Show notes

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 ways that leaders can remain focused while embracing change.

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TP344 - Using AI to Humanize the Patient Experience Aug 16, 2023

Show notes

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.

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TP343 - Bringing the Digital Patient Experience to the Bedside Aug 09, 2023

Show notes

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 and how smart rooms, when done right, not only enhance the patient experience but also the nursing experience.

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TP342 - When Does “Patient Access” Actually Begin? Aug 02, 2023

Show notes

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.

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TP341 - There is More to AI than Just Generative Jul 26, 2023

Show notes

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.

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TP340 - User Centered Design and Jobs-to-Be-Done Jul 19, 2023

Show notes

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 people.

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TP339 - Why Consumer Insights Are Critical for Experience Strategies Jul 12, 2023

Show notes

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 from the Show:

Consumer Insights - article by Sprinklr
What are consumer insights and how do I use them? An introduction
Reed Smith on Threads
Chris Boyer on Threads
Chris Boyer website

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TP338 – ICYMI: The Digital Front Door is an Experience Strategy, Not a Technology One Jul 05, 2023

Show notes

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 strategy, it should be defined as an experience strategy.

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