touch point podcast

In this week’s episode, hosts Reed Smith and Chris Boyer discuss the future of search and search optimization by exploring the recent changes to SEO algorithms and the challenge of integrating Gen AI into search experiences. They even provide a high-level overview of the most recent Google SEO leaks and what it means to healthcare marketers. They are then joined by Martha van Berkel of SchemaApp who shares her perspectives on how search is changing and the tactics needed to meet the new search experience.  Mentions from the show:  Google just updated its algorithm. The Internet will never be the same  Google's AI Overviews Will Always Be Broken. That's How AI Works Google SEO Leak Martha van Berkel on LinkedIn SchemaApp.com Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Chris Boyer and Reed Smith delve into the contrasting worlds of back-office and front-office digital initiatives in healthcare, exploring how back-office applications like productivity tools, connectivity solutions, and data interoperability are revolutionizing administrative efficiency, while front-office innovations such as patient-facing care protocols, self-service options, and digital health solutions enhance patient engagement. They also discuss how strategic alignment of these digital initiatives can maximize Return on Experience (ROX), leading to improved outcomes for patients and providers. Additionally, Ram Krishnan, CEO of Valant.io, shares insights on leveraging digital applications to address complex challenges in the mental health industry.  Mentions from the show:  Front Office vs. Back Office: What’s the Difference?  Return On Experience: How To Align Front And Back Office Transformation Ram Krishnan on LinkedIn Valant.io Learn more about your ad choices. Visit megaphone.fm/adchoices

Hosts Chris Boyer and Reed Smith delve into the concept of shared governance, exploring its definition and application across different fields. They discuss how shared governance empowers nurses in healthcare by involving them in decision-making to enhance patient care and job satisfaction, and how it functions in higher education by balancing diverse perspectives to improve institutional operations. The episode also features an interview with Sam Seering and Nithin Sathyamoorthy from Epic, who share insights on the role of shared governance in enabling marketing and technology decisions within healthcare systems. Mentions from the show:  Corporate Governance  EpicShare story on Austin Regional Clinic EpicShare  Sam Seering on LinkedIn Nithin Sathyamoorthy on LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

Despite the abrupt disruption in the retail telemedicine industry, the role of telehealth is still strong in our industry. In this episode, hosts Chris Boyer and Reed Smith discuss the state of the state of virtual care in 2024. From the repositioning of telehealth away from episodic care, to how state and federal legislation is advancing to support the wide-spread adoption of telemedicine, they share their perspective on how this important technology could be a significant digital health technology to help address the challenges of rural healthcare across the U.S. Mentions from the show:  How the virtual care market is shaking out in 2024 as Walmart, Optum exit the telehealth business  No, Telehealth Isn't Dead—but It Has Some Adjusting to Do 50-State Survey of Telehealth Insurance Laws Ways and Means passes bill to preserve telehealth, hospital at home Learn more about your ad choices. Visit megaphone.fm/adchoices

In the second of a two episode arc on innovation and disruption, hosts Chris Boyer and Reed Smith discuss how consumerism is driving changes in the healthcare industry and how Big Tech to retail healthcare entities are changing the landscape. Then, Danny Fell, Senior Vice President of Healthcare at BVK, joins the show to share his perspective on disruption and the trends shaping our industry.  Mentions from the show:  Why Walmart’s exit from healthcare is a wake-up call to provider  Special Report: How Health Care Disruptors will Transform the Field in 2024 BIG TECH IN HEALTHCARE: Here’s who wins and loses as Alphabet, Amazon, Apple, and Microsoft target niche sectors of healthcare Retail giants can’t figure out health care Danny Fell on LinkedIn  BVK.com Learn more about your ad choices. Visit megaphone.fm/adchoices

In the last ten years, we have seen a rise of consumerism being at the heart of most digital strategies. In this episode, hosts Reed Smith and Chris Boyer review the “who,” “what,” and “how” of innovation and in health systems and reflect on how consumerism has changed the landscape over the last decade, illustrating ways that consumerism can drive innovation for our industry. This is part one of a special two part episode on the ways in which consumerism is driving change to hospitals and health systems.  Mentions from the show:  What is innovation?  Consumerism has reshaped healthcare—just not how it was expected to Learn more about your ad choices. Visit megaphone.fm/adchoices

For health systems, it’s important to leverage all tools in the digital marketing toolkit to support digital patient experience efforts. In this episode, hosts Chris Boyer and Reed Smith discuss the role digital advertising plays in supporting online experiences and share ways to leverage UX/Ui to optimize advertising efforts. They are joined by Jeremy Mittler of Veeva who share how to develop a privacy-first advertising segmentation strategy.  Mentions from the show:  Digital Customer Experience: A Marketing Game Changer The Art of Patient-Targeted Advertising in Healthcare The Role of UI/UX in Advertising: Creating User-Centric Ad Campaigns Jeremy Mittler on LinkedIn Veeva.com Learn more about your ad choices. Visit megaphone.fm/adchoices

Recorded live from the Expo hall at the 29th annual Healthcare Marketing & Physician Strategies Summit, hosts Reed Smith and Chris Boyer are joined by Kristen Wevers and David Perry, and share some of the key themes and ideas being discussed at the conference. From leadership resiliency, having a seat at the strategy table, to adapting to disruption, the four panelists discuss relevant topics top of mind to healthcare marketing and communication leaders across the industry.  Mentions from the show:  Kristen Wevers on LinkedIn David Perry on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn The Forum for Healthcare Strategists Learn more about your ad choices. Visit megaphone.fm/adchoices

As Bob Dylan put it so eloquently: “the times, they are a changin’” - and for Chief Marketing Officers in health systems, this is true now more than ever. In this episode, hosts Reed Smith and Chris Boyer discuss the evolving role of the CMO, and the new skill sets required of the role. They are joined by Chris Bevolo who discusses his latest blog post “Rome is Burning” and his advice to marketing leaders weathering the challenges of our industry today.  Mentions from the show:  The Evolving Role of the Chief Marketing Officer in 2024 5 Predictions for the Marketing Jobs in 2024: Easier or Harder to Find a Job?  Blog post: Rome Is Burning: CMOs in Healthcare Chris Bevolo on LinkedIn BPD Healthcare agency Learn more about your ad choices. Visit megaphone.fm/adchoices

Since the pandemic (and arguably before), health systems are dealing with unprecedented staffing and culture challenges. In this episode, hosts Reed Smith and Chris Boyer discuss the results of a recent study on healthcare employee satisfaction, discuss how to address “quiet quitting” and share high-level thoughts on how organizations could begin changing their own culture. Then they are joined by Christy Pretzinger, CEO of WG Content, how shares her concept of the Cultural Balance Sheet and the results she’s seen by adopting a life-work balance at her organization.  Mentions from the show:  TP251 – ICYMI: The High Stakes of Digital Marketing In Healthcare My Language of Love Presentation from HITMC 2022  Press Ganey insight report: Employee experience in healthcare 2024 The Rise of Quiet Quitting: The Hidden Epidemic of Employee Disengagement  How To Improve Your Company's Culture: Four Steps Christy Pretzinger on LinkedIn WG Content website Learn more about your ad choices. Visit megaphone.fm/adchoices

On March 18, 2024, HHS and OCR released updated guidance on how health systems should utilize third-party trackers on their website - but what specifically did they indicate was different? In this episode, hosts Chris Boyer and Reed Smith review the revised guidance, underscore the need to develop a privacy policy, and then Ray Mina from Freshpaint joins to share his perspective and insights on how health systems should adopt a 1st party data strategy.  Mentions from the show:  OCR Updates Guidance Regarding Compliance with HIPAA in Use of Online Tracking Technologies: Questions Remain OCR UPDATE ON TRACKING TECHNOLOGIES PROVIDES LITTLE RELIEF FOR HIPAA-REGULATED ENTITIES 18 HIPAA Identifiers for PHI Ray Mina on LinkedIn https://www.freshpaint.io/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In health systems, many organizations are rightfully starting to consider the evolution of their website CMS to a Digital Experience Platform (DFP) - but what does that mean? In this episode, hosts Reed Smith and Chris Boyer clarify what a DXP is, including discussing differences between DXPs and CMSs and how websites are begin to evolve to meet the needs of modern digital experiences. John Berndt from Valtech joins to discuss his perspective on DXPs and how adopting a composability framework, while more complicated, can provide significant value to an organization.  Mentions from the show:  What is a Digital Experience Platform? The difference between a CMS and a DXP The Evolution of Content Management Systems (CMSs) to Digital Experience Platforms (DXPs) John Berndt on LinkedIn Valtech.com Learn more about your ad choices. Visit megaphone.fm/adchoices

Many health systems realize that to meet the modern digital healthcare consumer, they need to embrace a “digital first” strategy. In this episode, hosts Chris Boyer and Reed Smith discuss the key elements a “digital first” company, how this relates to a Digital Front Door strategy, and then outline the change elements needed to propel organizations to prioritize digital in their operational, clinical and experience efforts. Learn more about your ad choices. Visit megaphone.fm/adchoices

Back by popular demand: 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.  Mentions from the show:  3 patient engagement strategies providers are neglecting The Relationship Between Reputation and Brand 2022 Look Ahead: How Corporate Reputation Has Become Currency for Companies to Succeed www.DiscoverFeedback.com Dean Browell on LinkedIn Chris Boyer on LinkedIn Chris Boyer on Twitter Reed Smith on LinkedIn Reed Smith on Twitter Learn more about your ad choices. Visit megaphone.fm/adchoices

As consumerism and marketing continue to blurs the lines across health systems, in this episode Reed Smith and Chris Boyer discuss the critical role teams have in providing input and sharing our influence across the organization. From cross-departmental collaboration and data-driven insights to enhance patient care and operational efficiency within health systems. Learn more about your ad choices. Visit megaphone.fm/adchoices

AI has seen rapid adoption in health systems, but are we ready for it? In this episode, hosts Reed Smith and Chris Boyer discuss the challenges with adopting federal regulation on AI and how local organizations can begin developing an AI governance framework. Patty Riskind, CEO of Orbita, joins to share her perspectives on responsible AI adoption in health systems.   Mentions from the Show: Healthcare startups are rushing to sell AI to hospital systems. But a new survey suggests many simply aren't ready for it. Artificial intelligence is making critical health care decisions. The sheriff is MIA. 5 best practices for AI governance: Building a culture for responsible - Fast Company Building an AI Governance Framework Patty Riskind on LinkedIn https://orbita.ai/ Learn more about your ad choices. Visit megaphone.fm/adchoices

The current period of disruptive change in the U.S. health system industry is unlike any other time before due to the simultaneous convergence and magnification of several transformative factors. In this episode, hosts Reed Smith and Chris Boyer outline the unprecedented impacts in our space and share traits of agile organizations to help navigate this transformation. David Perry, of Bowstring Studios, joins to share his perspective on ways healthcare leaders could advance and thrive in our current-state.   Mentions from the Show: Disruption by design: 6 traits of agile organizations David Perry on LinkedIn Bowstring.tv Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Chris Boyer and Reed Smith discuss the evolution of the social internet, illustrating how as the technology has evolved, the uses of social media by patient seeking care has also changed - yet fundamentally remained the same. Then they are joined by Susannah Fox, author of the new book “Rebel Health - A Field Guide to the Patient-Led Revolution in Medical Care” who shares how the next wave of health innovation will come from the front lines of the patient-led revolution.   Mentions from the Show: Pew Research: Americans’ Social Media Use Rebel Health book SuannahFox.com Susannah Fox on LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

The concept of “self-service” is the practice of creating experiences that enable users to complete tasks independently without direct assistance from others. Listen in as Chris Boyer and Reed Smith discuss why it's crucial for today's healthcare experience, but also talk through the risks of leaning too heavily on self-service tech.  Mentions from the Show: Four health IT experts point to impactful trends in 2024 Does Self-Checkout Impact Grocery Store Loyalty? Patients are drowning in appointment reminders Learn more about your ad choices. Visit megaphone.fm/adchoices

Health system leaders across the US are facing a number of concerns that are top of mind to them as our industry undergoes significant transformation. Hosts Reed Smith and Chris Boyer discuss the top ten issues that are keeping hospital leaders awake at night and weave these issues into the direct result of healthcare consumerism. Then, Marty Bonick, President & CEO of Ardent Health Services, joins to discuss his perspective on how organizations can evolve a consumer-first approach, adapt to change, and the role innovation and technology plays in the modern health system.   Mentions from the Show: Top 10 Issues Keeping Hospital Leaders Awake at Night Marty Bonick on LinkedIn Ardent Health Services Learn more about your ad choices. Visit megaphone.fm/adchoices