touch point podcast

When developing experience and digital strategies for health systems, the value of research is important - but what is the difference between market research, marketing research and consumer insights research? In this episode, hosts Reed Smith and Chris Boyer outline the different types of research that can inform an experience strategy, and share the benefits of consumer insights research that can apply to the entire enterprise - including strategic planning, marketing and operations. 

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In this encore episode (which originally aired in July, 2022), Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” and attempt to define and outline the various technologies and approaches that comprise typical health system front door initiatives. Ben Dillon shares his expertise in the “Ask the Expert” segment of the show. Overall, they conclude that perhaps the challenge with trying to define the “Digital Front Door” is that perhaps instead of defining it as a technology strategy, it should be defined as an experience strategy. 

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Arguably the most important data for health systems developing Digital Front Door (or Side Door) solutions is standardized provider data - yet, many organizations still struggle in developing a single source of truth. In this episode, hosts Chris Boyer and Reed Smith discuss the various ways that provider data is used within a health system, and the challenges that organizations are facing in standardizing it. They are joined by Cynthia Newton, who shares her experience with not only helping organizations develop a Provider Data Warehouse (PDW) solution, but also the heightened complexity when extending outside the health system and including NPI and other third-party data sources. 

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The adage “perfect is the enemy of good” is more than just a saying - it has become a design principle. In this episode, hosts Reed Smith and Chris Boyer explore when “good enough” is good enough, and share ways individuals and organizations can move away from the desire of perfectionism and embrace the 80/20 rule, while still ensuring they are meeting customer (patient) and business strategies. 

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The advancement of AI in healthcare is seemingly moving at a very fast rate. In this episode, hosts Chris Boyer and Reed Smith discuss how AI and Machine Learning could be applied in telemedicine, and then are joined by Svein Willassen of Daily.co who shares his experience with telemedicine adoption in the UK and outlines some significant ways AI could be used to enhance video visits. 

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Join hosts Chris Boyer and Reed Smith in an engaging episode of the Touch Point podcast as they revamp the format and bring you a curated selection of vital news stories and articles. Tailored specifically for professionals in health systems and hospitals, this episode covers diverse topics, including the AHA letter to the OCA on the HIPAA Privacy Rule, insights on patient experience, and the significance of ratings. Stay informed with this week's news round-up on Touch Point.

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Health systems today are facing ongoing pressure to become more consumeristic and act with speed, in order to be more competitive and stay fiscally solvent in today’s industry. In this episode, hosts Chris Boyer and Reed Smith discuss the how structural and organizational health system strategies may be part of the challenges faced when implementing change management at an organization. 

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Health systems are beginning to realize that developing a first-party data strategy is becoming one of the most critical things to do to support marketing, operations and clinical success. In this episode, hosts Reed Smith and Chris Boyer discuss first-party data efforts, how health systems are realizing they are important to engage (re-engage) patients and employees, and why CDP’s are the key technology platform to support these initiatives. 

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As health systems face the challenges of re-aligning to the current needs of the post-pandemic era, the importance of branding and thought-leadership is often misunderstood. In this episode, hosts Reed Smith and Chris Boyer welcome friend of the show, Rob Rosenberg, to share his expertise on branding and share insights every organization should consider to ensure their brand remains relevant to their customers and employees. 

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For hospitals and health systems, many of us strive to continuously add value to the customer experience. But are we “consumer obsessed?” In this episode, hosts Reed Smith and Chris Boyer discuss the concept of being consumer-obsessed, how organizations can begin aligning around the customer to help empower loyalty and growth and the critical role that CX plays in supporting these efforts. 

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