touch point podcast

Recorded live in Salt Lake City for the 27th Annual Healthcare Marketing and Physician’s Strategy summit, host Chris Boyer is joined by Vanessa Hill, of Beth Israel Lahey Health, Stephen Moegling from Hailey Sault, J.K. Llyod of Eruptr and Ahava Leibtag of Aha Media, where they share their reactions of what it’s like to finally attend a conference in person, the biggest challenges health systems face in the current state, and other big takeaways from this year’s summit. 

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In this episode, hosts Reed Smith and Chris Boyer discuss some of the latest news and articles that impact our industry. They first discuss how marketers are returning to traditional advertising and share their perspective on why this represents a pendulum shift away from digital-only approaches. Next, they share tips on how health systems can begin to build their first-party data to improve their marketing efforts. Lastly, they ruminate on how digital health literacy should be first and foremost in any Digital Health strategy. 

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The trends in healthcare consumerism are leading organizations to introduce more self-service and choice. But how can health systems know when they are going too far? In this episode, hosts Reed Smith and Chris Boyer discuss how necessity is becoming the strongest consumer force, and they also discuss why too much choice might be a bad thing for healthcare consumerism. Steve Leibforth of Everyday Health Group joins to share the results of a recent survey on changes to how patients are searching for new doctors.

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Today, there are a myriad of ways that patients can share their experiences with hospitals and health systems online. In this episode, hosts Reed Smith and Chris Boyer focus on two systems: Yelp and HCAHPS and discuss their differences, and how organizations should view both in the larger scheme of measuring patient experience. Featuring an expert interview with B.G. Porter of the Studer Group in which he discusses the impact consumerism is having on how hospitals can measure and solicit input from their customers.

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Customer Relationship Management (CRM) systems are one of the most important tools healthcare marketers can adopt to understand the efficacy of their efforts, yet even in 2022 there is still a lot of confusion on how best to leverage this platform. In this episode, hosts Chris Boyer and Reed Smith discuss if CRM solutions are keeping pace with our industry needs and share alarming findings on the health of CRM data. They are joined by Justin Rodriguez who shares suggestions for health systems to optimize their CRM strategies. 

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For hospitals and health systems, digital transformation continues to prove difficult. In this episode, hosts Reed Smith and Chris Boyer discuss Gartner predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman of the Hileman Group joins to share important steps of the digital transformation journey including topics like change management, governance and key technology considerations.

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Almost universally, health systems, clinicians, and even patients agree that the health care system needs digital transformation. In this episode, hosts Reed Smith and Chris Boyer discuss the biggest opportunity for successful digital transformation and share the latest HMSS study on the state of digital healthcare. Shelli Pavone, CEO and Co-founder of Inlightened, shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative experts. 

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The way healthcare is being delivered has significantly shifted over the past few years. The impact is being felt by every segment of the healthcare industry - from providers to payers to digital health. In this episode, hosts Chris Boyer and Reed Smith discuss the latest digital trends to watch for and even ponder if this is a “bubble” that is about to burst. Ann Stadjuhar joins us to discuss her perspective on how the digital health space is changing and what that change means to hospitals and health systems. 

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Healthcare organizations face a daunting task with the content marketing and thought-leadership efforts - how can you reduce the signal-to-noise ratio while ensuring your content stands out? In this episode, hosts Chris Boyer and Reed Smith discuss the state of healthcare content marketing, the rise of the noise and share ideas on how to differentiate your efforts from others. Kristin Faulder from Heurisay joins to share her tips on how to use data as a way to strengthen your content efforts. 

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As the new digital health consumer continues to familiarize and trust digital health solutions, health systems need to focus on those fundamental digital solutions to improve their overall experience. In this episode, hosts Reed Smith and Chris Boyer discuss the elements of a good digital health experience, and are joined by Chris Gervais of Kyruus who shares how patient access solutions are evolving as we move to the post-pandemic normal. 

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