touch point podcast

Latest Episodes:

T307 - ICYMI: The Winds of Change Nov 30, 2022

Show notes

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: 2022 Global Health Care Outlook
Health Affairs: For Health Care Providers, Five Trends To Watch In 2022
5 Predictions For Healthcare in 2022
Carrie Liken on LinkedIn
Carrie Liken on Twitter
Yext.com

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TP306 - Stop Telling Everyone It’s Christmas Nov 23, 2022

Show notes

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.

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TP305 - You’re Only as Good as Your Reputation Nov 16, 2022

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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 systems to use social listening to provide critical insight into their employees.

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TP304 - Social Media is Dead Nov 09, 2022

Show notes

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?

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TP303 - Are Health Systems Really Ready for Consumerism? Nov 02, 2022

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Health systems understand the need to embrace consumerism - and that improving the healthcare consumer experience is a competitive differentiator. But are we ready for it? In this episode, hosts Reed Smith and Chris Boyer discuss the new digital consumer and the challenges their expectations have on health systems. Rob Klein from Klein & Partners joins to share the latest insights from the 2022 Consumer Insights Study his organization recently published.

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TP302 - When is a CRM not a CRM? Oct 26, 2022

Show notes

In the healthcare space, there has always been confusion about the marketing technology stack, and specifically around the role of CRM - and Marketing Automation (for that matter). In this episode, Chris Boyer and Reed Smith discuss the role of technology in the overall “patient engagement system” and how CRM and Marketing Automation are very different strategies that have a different place in the overall techstack. They are joined by Stephanie Petrazzi of Nuvance Health who shares how she works within her organization to bridge gaps in the adoption of CRM.

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TP301 - ICYMI: Designing a Voice of Customer Program Oct 19, 2022

Show notes

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who shares how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.

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TP300 - A Perfect Score in Bowling Oct 12, 2022

Show notes

In this triangular milestone, hosts Reed Smith and Chris Boyer celebrate their 300th recording by looking back over the nearly six years of weekly podcasts and reflect on how the role of digital and experience has evolved in hospitals and health systems. They share their top 3 episodes, and look forward to the top 3 things they each feel are going to have the most impact on our industry. They also introduce a new segment: “Three Questions with Chris Boyer” where Kristin Faulder, Steve Leibforth and Tom Hileman share three things about themselves they’ve never shared on the show before. Give the episode a listen, and tune into the show notes for important links!

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TP299 - Revisiting How to Involve Physicians in your Marketing Efforts Oct 05, 2022

Show notes

Physicians are currently facing a myriad of challenges, yet the importance for hospitals and health systems to involve them in our marketing efforts is increasing. In this episode, hosts Reed Smith and Chris Boyer discuss the challenge of physician burnout, and how this factor can shift their expectations of being involved in an organization’s marketing and outreach efforts. Marketing and communications expert Jean Hitchcock joins as a guest to share her insights in expertise on the best ways to engage with your provider audience, educate them on the market challenges and use data and PRM to ensure your efforts are impactful to your health system.

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TP298 - We Need to Have a Talk About AI Sep 28, 2022

Show notes

In this episode, hosts Chris Boyer and Reed Smith have “the conversation” about AI - and how the last decade (the so-called “Golden Decade of AI”) has radically advanced the capabilities of artificial intelligence and machine learning in all aspects of life and industry. After outlining some of the significant accomplishments of AI, they then discuss the challenges of AI adoption in healthcare and some of the profound ways it will impact the future of healthcare.

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