touch point podcast

In this special Thanksgiving Week episode, hosts Reed Smith and Chris Boyer review three stories that are abuzz in the news, and share their “hot takes” on how they may impact our industry. From getting care from a pod, who owns innovation in health systems, to AI gone bad, listen in as the hosts share their thoughts.

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discuss the important role the call center agent has in improving the overall PX.

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

Recorded live at the 2023 Healthcare Internet Conference in Los Angeles, CA, join host Chris Boyer as well as the panel of healthcare experts David Perry, John McKeever and Andrew Rainey as they discuss the importance of content strategy, best practices in measuring patient experience and the transformation of marketing. 

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

Over the years, there have been many experts and analysts that have tried to predict the future of our industry. But are we set up to do this? In this episode, hosts Reed Smith and Chris Boyer discuss why making predictions for the future are hard - not only for our industry, but also for technology. They are joined by industry expert Quint Studer, co-founder of HealthCare Plus Solutions Group, who discuss how we have to advance from being hard-wired to being re-wired.

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

While there is ample talk of the use of AI (and Generative AI) in healthcare, sometimes there is a lot of confusion as to which solution is better. In this episode, hosts Reed Smith and Chris Boyer discuss the two different “worlds” of AI - open vs. closed systems, outlining use cases in healthcare for both and asking which is better for health systems. Then, Jeremy Rogers of IU Health joins and shares the journey he and his organization are taking with the adoption and acceptance fo AI - in both front and back of house applications. 

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

If you are working at a health system focused on digital transformation, engagement or innovation strategies, the understanding of the customer journey is imperative to your work. In this episode, hosts Reed Smith and Chris Boyer discuss the different ways to analyze a customer-journey and share ways to use this to stay competitive. 

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

Coming soon from Touch Point Media: discover the realm where digital expertise meets candid conversations on “Surprise – It’s Not a Toaster” – a bi-weekly podcast led by healthcare digital experts Ed Bennett and co-host Chris Boyer. Together, they venture into the fabric of online experiences, dissecting annoyances and irritations about navigating the modern online world.

In each episode, they will unveil contemporary tools, technologies, and software solutions, providing a firsthand exploration of what’s shaping the digital landscape and the hosts challenge the limits of Open Generative AI with a “stump ChatGPT” segment, where questions are posed to the AI language model, illuminating the interplay between human expertise and machine-generated insights. Tune in to navigate the digital maze, equip yourself with valuable insights, and engage in compelling discussions that bridge the gap between the human and digital worlds.

Subscribe on your favorite podcast platform, or by visiting our website: Surprise - It's Not a Toaster, from Touch Point Media

Learn more about your ad choices. Visit megaphone.fm/adchoices

Over the last year, most healthcare organizations have responded to the guidance from OCR on HIPAA and third-party tracking by either removing all tracking or adopting new analytics and CDP technologies in their MarTech stack. But is this truly a “privacy-first” framework? In this episode, hosts Chris Boyer and Reed Smith discuss how the healthcare industry is being impacted by the recent guidance and outline a high-level approach to auditing your tech stack for privacy. They are joined by Ray Mina, of Freshpaint.io, who shares his experience working with organizations on ensuring their entire tech stack is not only PHI-safe, but still provides meaningful (and actionable) data to digital healthcare marketers. 

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

Over the last four decades, the rise of digital healthcare consumerism has evolved - in part based on consumer expectations, but also on technology. In this episode, hosts Chris Boyer and Reed Smith discuss the trends that have been driving this rise of consumerism and outline key milestones over the past 40 years. They are then joined by Kathy Divis and Mike Schneider of Greystone, who discuss how they’ve seen healthcare digital trends change over the years, and how they have developed the Healthcare Internet Conference (HCIC) to reflect these changes. 

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices

Innovation is not, by nature, easily attainable - but for healthcare providers and health systems, innovation can pose significant challenges. In this episode, hosts Chris Boyer and Reed Smith discuss the classic management book about innovation - The Innovator’s Dilemma - and the ten arguments it poses, reflecting on how they reflect on our current state industry. They are joined by Kamal Jethwani, co-founder and CEO of Decimal.Health, who shares his experience with helping provider systems, digital health companies, and even pharma and medical device organizations embrace and adopt innovation and the long-lasting impacts it can provide our industry.

Mentions from the Show:

Learn more about your ad choices. Visit megaphone.fm/adchoices