touch point podcast

Latest Episodes:

TP264 - Designing a Voice of Customer Program Feb 23, 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 share 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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TP263 - The Purpose of Consumerism Feb 16, 2022

Show notes

Healthcare leaders now understand the transformative effect that consumerism is having on their industry. In this episode, Reed Smith and Chris Boyer share how consumerism has shifted in the last two years, how to use these shifts to drive experience, and then Chris Bevolo joins to share his perspective on the future of our industry and other insights from his new book, Joe Public 2030: Five Potent Predictions Reshaping How Consumers Engage Healthcare.

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TP262 - The Winds of Change Feb 09, 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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TP261 - The New Dynamic of Patient-Provider Communication Feb 02, 2022

Show notes

The importance of patient-provider communications has always been important, but as health systems adopt more ways to allow patients to connect with their care online, how has this impacted the way patients want to interact with their care team? In this episode, hosts Chris Boyer and Reed Smith share how consumerism and patient experience expectations are also shaping the ways and methods in which they communicate. They are joined by Dr. Bryan Vartabedian, who shares his perspective on ways organizations can begin to adopt better approaches to communicating with their patients.

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TP260 - Aligning to Our Purpose Jan 26, 2022

Show notes

In this episode, hosts Chris Boyer and Reed Smith discuss the latest Edelman Trust Barometer and some of the disturbing findings on the erosion of trust in typical societal institutions. Despite this, opportunities exist for hospitals and health systems, particularly as they align to purpose with their branding efforts. They are joined by Rob Rosenberg, owner and president of Springboard Brand & Creative Strategy, who shares how now is the time for health systems to “unmask” their marketing and branding efforts to meet the moment.

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TP259 - Where Are We Headed (and What Can We Do)? Jan 19, 2022

Show notes

Host Reed Smith and Chris Boyer discuss the current “state-of-the-state” for our industry, including the public perception of health systems and hospitals in America and what this means for our employees. They then share their predictions on what health care marketing needs to meet the current challenges our industry is facing. They are joined by Stephen Moegling of Haley Sault who shares how our industry could benefit from a “return to purpose” and how capacity marketing may be the secret tool to guide us to the future.

Mentions from the Show:

New Jarrard Research Study: Dark Suits & White Coats: Healthcare’s Acute Divide
Telemedicine as Good as In-Person for Many Health Conditions: Review
Stephen Moegling on LinkedIn
HaileySault.com
Hailey Sault on Twitter

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TP258 - Has the Telehealth Bubble Really Burst? Jan 12, 2022

Show notes

Throughout the pandemic, health systems across the country quickly enabled telehealth and telemedicine solutions to continue to serve their patients. But as we enter 2022, some signs are indicating that the virtual solutions are losing adoption and use. In this episode, hosts Chris Boyer and Reed Smith discuss the state of telemedicine, where the industry might be headed and how some studies reveal that telehealth care may be better than care delivered in real life. They are joined by Colin Hung, Health IT leader and expert, who shares how organizations shouldn’t forget that for telemedicine, it’s not just about the technology.

Mentions from the Show:

The telehealth bubble has burst. Time to figure out what’s next
Telemedicine as Good as In-Person for Many Health Conditions: Review
Colin Hung on LinkedIn
Colin Hung on Twitter
HealthcareITToday.com
Healthcare IT Today Podcast

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TP257 - A Focus on Patient Experience, Marketing and Data Jan 05, 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 from Actium who shares their perspective on implementing responsible AI and data strategies.

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TP256 - The 2021 Listener Choice Awards Dec 29, 2021

Show notes

In our annual “Best-of” 2021 show, hosts Reed Smith and Chris Boyer reflect back on this work-from-home year, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including best episodes topic and best guest expert (Brian Gresh).

Best Cold Open:

Peeps Flavored Pepsi from TP217 – Meeting the New Digital Consumer’s Expectations

Most Popular State (by Downloads):

Texas

Best Use of the Term “Work From Home”:

TP229 – Do You Really Need an Intranet?

Strangest Way We Located a Guest Expert Interview:

Anthony Matyjaszewski of the Network Advertising Initiative (NAI) in episode TP212 – Going After the Click: the State of Digital Advertising in 2021

Most Downloaded Episode:

TP210 – Build vs. Buy – What’s the Right Approach for Healthcare?

Best Episode (as voted on by our listeners) - tie:

Best Episode Topic We Didn’t Record:

How to optimize the patient portal

Weirdest Technology From Which Our Podcast Was Played:

Amazon Alexa

Who Would You Like to be Stranded on an Island With?

Anyone but Reed and Chris

Best Guest Expert:

Brian Gresh from TP206 – A Conversation About Conversational Marketing

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TP255 - Best of Touch Point Media Network 2021 Dec 22, 2021

Show notes

In our annual holiday charcuterie episode, hosts Reed Smith and Chris Boyer highlight clips from some of the most-downloaded shows on the Touch Point Media Network, including conversations about digital mental health, using data to conquer cancer, relieving anxiety and cultivating stability in healthcare, and healthcare innovation and transformation in nursing. Listen in and enjoy these multiple courses from the leading healthcare podcasting network, Touch Point Media.

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