In this episode, Chris Boyer and Reed Smith explore how the concept of ROI in healthcare digital experience extends beyond financial returns to impact patient care, operations, and sustainability. They break down ROI into three key areas: growth, cost savings, and improving experience and highlight how digital tools like telemedicine, patient portals, and automation drive patient acquisition, streamline operations, and improve both patient and provider experiences. Mentions from the show:  Finding the ROI in Patient Engagement Programs Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, Reed Smith and Chris Boyer explore the critical decision organizations face between adopting point-based solutions vs. integrated platforms. They delve into the pros and cons of each approach, highlighting the importance of aligning these choices with organizational needs - and share how holistic frameworks and AI-powered technologies can elevate user experiences in healthcare, improving efficiency, patient satisfaction, and operational outcomes. Mentions from the show:  Point Solutions Or An Integrated Platform: A Business-Critical Decision The platform play: How to operate like a tech company Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Reed Smith and Chris Boyer explore the evolution of search engine optimization and the growing impact of generative AI, exploring how large language models (LLMs) and their capabilities in natural language processing (NLP) can impact SEO efforts. They also touch on the benefits and challenges of AIO (Artificial Intelligence Optimization), highlighting how it automates content generation, data analysis, and task efficiency. Their conversation with Carrie Liken also offers insight into how businesses can optimize their strategies for AI-driven search environments. Mentions from the Show: Unleashing the Power of Large Language Models for SEO Move Over SEO, It's Time For AIO Is the AI Revolution Overhyped? Maybe… Carrie Liken on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this milestone 400th episode of the Touch Point podcast, hosts Chris Boyer and Reed Smith reflect on the last almost eight years of podcasting, and share stories from the early days (how it began and the first few episodes), to how the topics have shifted over the years, and reflect on memorable moments throughout the show lifetime. They also are humbled to share voices messages from fans and former guests of the show: Steve Koch, Alan Shoebride, Drew Diskin, Joe Doyle, Chris Morris, Jeremy Harrison, James Gardner, Dave Dolton (of Optum), Aaron Watkins, Aaron Clifford, Cynthia Newton, Rob Rosenberg, Danny Fell and Jeremy Mittler. Thanks to all of our listeners - and here’s to 400 more! Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Reed Smith and Chris Boyer explore the "flat pancake" metaphor as it applies to the evolving role of the Chief Digital Officer (CDO) in healthcare and discuss how with conflicting priorities and lacking a clear mandate, CDOs face unique challenges in driving digital transformation within complex healthcare systems. They are joined by Jerry Grady of the Ward Group, who shares his perspective on how health systems are evolving their approach in recruiting digital talent.  Mentions from the Show: Jerry Grady on LinkedIn The Ward Group Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Chris Boyer and Reed Smith share an update on the evolution of patient portals and how healthcare leaders are leveraging them to drive patient experience - sometimes to unintended consequences. They also discuss two recent patient studies illustrating potential biases in the adoption rate of patient portals.  Mentions from the Show: How Leaders Are Using Patient Portals To Drive Patient Experience, Improve Collections Online Portals Deliver Scary Health News Before Doctors Can Weigh In Minorities and Non-English Speakers With Hypertension Not as Likely to Use Patient Portals  Racial Bias Might Be Infecting Patient Portals. Can AI Help? Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In general, digital transformations can be difficult – particularly in health systems. In this episode, hosts Reed Smith and Chris Boyer discuss the overall need for provider organizations to embrace radical digital transformation, ponder if we are able to do so, and then discuss how prioritizing patient advocacy can yield to more impactful digital transformation. They are joined by Scott Becker, publisher of Becker’s Healthcare, who share insights and trends of the industry and how they might impact our need for transformation.  Mentions from the Show: Healthcare needs a digital transformation. Is it ready?  Expanding Patient Agency in Healthcare Interactions  Scott Becker on LinkedIn Becker’s Hospital Review Learn more about your ad choices. Visit megaphone.fm/adchoices

The latest Gartner Hype Cycle indicates that the use of marketing Generative AI is about to slip into the Trough of Disillusionment. In this week’s episode, hosts Chris Boyer and Reed Smith discuss some of Gartner’s findings and the impact it has on digital marketing, review a story that opines on whether AI is in a bubble and share the current adoption rate in the healthcare industry.  Mentions from the Show: 3 Impending Technology Shifts Rule the Gartner Hype Cycle™ for Digital Marketing Three reasons we’re in an AI bubble (and four reasons we’re not) Generative AI in healthcare: Adoption trends and what’s next  Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Chris Boyer and Reed Smith dive deep into the complex world of marketing technology, exploring the essential tools and strategies that power successful marketing teams. From foundational elements like website CMS and analytics to advanced AI-driven solutions, they dissect the marketing tech stack, providing insights into its construction, optimization, and the challenges faced by marketers- specifically for health systems.  Also - please be sure to leave your comments to be featured in episode 400 - you can do it here: https://www.speakpipe.com/TouchPoint400 Mentions from the Show: Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Reed Smith and Chris Boyer compare market and marketing research, and discuss the various methods - both quantitative and qualitative - that organizations can use to help inform critical strategies in a health system. Steve Koch from Cast and Hue joins to breakdown the differences and strengths of using focus groups and/or 1:1 interviews.  Mentions from the Show: Market Research: An Important Investment For Long-Term Viability Cast & Hue Focus Groups Vs. Interviews: Which Approach Provides Richer Insights? Steve Koch on LinkedIn  Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, hosts Chris Boyer and Reed Smith dive into the world of Online Reputation Management (ORM) and its significance for healthcare systems. They explore the essential activities marketing teams must undertake to manage ORM effectively, including monitoring social media, responding to reviews, and engaging with the community. They also discuss the nuanced aspects of ORM, such as sentiment analysis, influencer engagement, and competitor benchmarking. Additionally, the episode covers recent industry updates, including key findings from the 2024 Healthcare Rankings Report by Reputation.com, and offers practical tips on optimizing your approach to healthcare reputation management in 2024. Tune in to learn how to maintain patient trust, enhance your brand image, and drive patient acquisition through strategic ORM practices. Mentions from the Show: 2024 Healthcare Rankings Report - Reputation.com Mastering Healthcare Reputation Management In 2024: A Strategic Handbook Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

In this week’s episode, hosts Reed Smith and Chris Boyer share their perceptions and insights on patient access - what it is, what internal and external factors are impacting access and then they dive into a recent study by Experian that implies that both patients and providers are feeling optimistic about access improvements in health systems. Lastly, they share some ways to implement a consumer-centric access strategy.  Mentions from the Show: Experian Health Report: The State of Patient Access – 2024 Consumer-Centric Patient Access: Insights from Top Providers Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

Data is crucial for uniting digital strategies across a health system, yet it often presents significant challenges. In this episode, hosts Reed Smith and Chris Boyer explore how various departments—marketing, innovation, operations, and clinical/care management—perceive and utilize data differently. They delve into the distinct value each area finds in data and discuss how organizations can progress from basic data insights to advanced predictive data approaches. Mentions from the Show: Reed Smith on LinkedIn Chris Boyer on LinkedIn Reed Smith on Threads Chris Boyer on Threads Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

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.  Mentions from the Show: Is Your Healthcare Organization Ready for the Next Step in Digital Transformation? It's Time for a Third Generation of the Chief Data Officer  Four Myths About Digital Transformation And How To Debunk Them By Modernizing At The Data Layer Reed Smith on LinkedIn Chris Boyer on LinkedIn Reed Smith on Threads Chris Boyer on Threads Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

As health systems increasingly adopt digital technologies, the gap between leading innovators and lagging adopters is becoming more pronounced. In this episode, hosts Reed Smith and Chris Boyer share characteristics that distinguish the two. They are then joined by Ben Dillon, who shares findings and insights from Geonetric’s most recent 2024 Healthcare Digital Marketing Trends Survey. Mentions from the show:  The Great Digital Divide: Leaders vs. Laggards 3 differences between digital leaders and laggards Rewired and running ahead: Digital and AI leaders are leaving the rest behind Ben Dillon on LinkedIn Geonetric.com 2024 Healthcare Digital Marketing Trends Survey Learn more about your ad choices. Visit megaphone.fm/adchoices

The modern healthcare consumer expects a personalized experience, but many health systems struggle to meet these expectations. In this week's episode, Chris Boyer and Reed Smith discuss the current state of personalization in healthcare and explore why these strategies often fall short. They are joined by Keir Bradshaw of Merge, who shares his insights on how health systems can enhance personalization through a Provider Data Management solution Mentions from the show:  What is personalization? - Sitecore Guide to marketing personalization — benefits, examples, and more - Adobe Experience Cloud Personalizing Healthcare Marketing Personalization in healthcare is broken: Introducing the ‘user-forward’ paradigm Keir Bradshaw on LinkedIn Merge Marketing Agency Learn more about your ad choices. Visit megaphone.fm/adchoices

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