touch point podcast

Latest Episodes:

TP317 - Has AI “Jumped the Shark”? Feb 08, 2023

Show notes

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 with hospitals and health systems to appropriately leverage these tools for maximum success.

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TP316 - How Does the EMR Impact Patient Experience? Feb 01, 2023

Show notes

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 of Epic who shares ways marketers can embrace robust EMR strategies

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TP315 - Why Do We Make Things So Hard for Patients? Jan 25, 2023

Show notes

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.

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TP314 - Marketing’s Impact on Acquisition, Retention and Leakage Jan 18, 2023

Show notes

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.

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TP313 - Building a Business Case for Healthcare Marketing Jan 11, 2023

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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.

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TP312 - Everything is the Experience Jan 04, 2023

Show notes

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.

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TP311 - Touch Point Podcast Annual Year in Review - 2022 Dec 28, 2022

Show notes

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 a Voice of Customer Program
TP257 - A Focus on Patient Experience, Marketing and Data
TP262 - The Winds of Change
TP263 - The Purpose of Consumerism
TP253 - Operations Impact on Experience
Best Guest: Stephanie Petrazzi - TP302 - When is a CRM not a CRM
Reed’s favorite episode: TP266 – The Next Wave of Telemedicine and At Home Care
Chris’ favorite episode: TP304 - Social Media is Dead
Touchpoint on Twitter
Reed Smith Twitter
Chris Boyer Twitter
Chris Boyer website

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TP310 - Best of the Touch Point Media Network 2022 Dec 21, 2022

Show notes

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.

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TP309 - ICYMI: The Problem with the Pixel Dec 14, 2022

Show notes

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 challenge of the Facebook Pixel for health systems.

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TP308 - ICYMI: A Focus on Patient Experience, Marketing and Data Dec 07, 2022

Show notes

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.

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