In this episode of Touch Point, hosts Chris Boyer and Reed Smith explore how retail healthcare’s retreat, increasing regulations, cybersecurity risks, and private equity consolidation are reshaping industry competition. With Walmart and Walgreens pulling back from healthcare, new state-level regulations tightening mergers, and cybersecurity emerging as a financial risk, traditional health systems remain dominant—but must adapt fast. Chris and Reed break down key strategies to stay agile, consumer-focused, and competitive. Jonathan Pathuis, Managing Partner at Cast & Hue, joins to discuss how User-Centered Design and Jobs to Be Done help health systems identify both direct and indirect competition. He explains why patient decision-making is shifting, how strategic planning and marketing must collaborate, and how human-centered insights uncover hidden threats and opportunities. Whether you're rethinking market strategy or trying to understand evolving patient behavior, this episode provides practical takeaways for navigating healthcare’s changing competitive landscape.

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In this episode, hosts Chris Boyer and Reed Smith explore the evolution of patient experience, from its holistic roots to today’s data-driven strategies. They discuss how healthcare’s focus on patient satisfaction metrics, Chief Experience Officers, and financial incentives has reshaped care—raising the question: are we truly improving experiences or just measuring them better?

They also examine how digital engagement has transformed patient interactions, from search-driven healthcare decisions and AI-powered personalization to telehealth and omnichannel experiences. 

Joining them is John Berndt of Valtech, who shares insights from the 2025 Emerging Experiences in Consumer Healthcare Report, including the shift toward vertical integration, the role of call centers in digital efforts, and how LLMs are shaping content supply chains for health systems.

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In this episode, hosts Chris Boyer and Reed Smith explore the shifting landscape of digital advertising in 2025, from privacy-first strategies and AI-driven targeting to the rise of connected TV (CTV) and retail media networks. They discuss how these trends are reshaping direct-to-consumer healthcare advertising and the critical role of Customer Data Platforms (CDPs) in adapting to Meta’s evolving ad ecosystem. Joining them is Adam Putterman of OursPrivacy, who shares expert insights on leveraging CDPs, navigating Meta’s changes, and future-proofing digital marketing strategies for health systems.

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In this episode, hosts Reed Smith and Chris Boyer check in on the state of social media for healthcare, and discuss the various changes to these social platforms - from content moderation, to managing algorithmic changes, a brief touch on paid social strategies and share information for health systems on how to plan for and adapt to future changes in social strategies. They are joined by Jenny Bristow of Hedy & Hopp who shares her insights on how healthcare clients can navigate the various changes in social today. 

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In this episode, hosts Reed Smith and Chris Boyer discuss the elements of developing an inclusive digital patient experience strategy, why it matters and the impact it has on a healthcare organization. Melissa Fors Shackelford joins to share her insights in the impacts of stigma for certain populations and how inclusivity efforts in marketing and communications are most effective. 

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In our annual “Best-of” 2024 show, hosts Reed Smith and Chris Boyer reflect back on the past year and the various episodes and topics we discussed, and share results from our annual listener choice awards, including favorite episode and favorite guest. Congratulations to all of our winners and thanks for making this show amazing!

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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. 

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The US healthcare system is undergoing significant disruption due to innovations that fundamentally alter how services are delivered, how the market operates, or how patients are receiving care. In this episode, hosts Reed Smith and Chris Boyer outline five major disruptive trends and discuss how health systems need to prepare to be resilient through this disruption. 

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An annual feature of the Touch Point podcast is a retrospective look at other podcasts on our network. In this episode, hosts Reed Smith and Chris Boyer share two episodes of the newest podcast on the Touch Point Media Network - “Surprise, It’s Not a Toaster.” This show is hosted by Ed Bennett and Chris Boyer and is a lighthearted look at online experiences and their subsequent annoyances, unveiling innovative technology tools, and challenge Gen AI's limits. Give this a listen, and if you enjoy - be sure to like and subscribe. 

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In this episode, hosts Reed Smith and Chris Boyer celebrate some of the most memorable guest interviews of the year. First, hear from Susannah Fox who discussed insights from her new book about digital innovation, then Jeremy Mittler joins for a good discussion on privacy-first advertising strategies. Lastly, Danny Fell joins to discuss healthcare disruption. These are a few of our best interviews of the year. Be sure to vote for your most favorite episode and favorite guest in our annual 2024 Touch Point Podcast Listener Survey. 

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