touch point podcast

The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators, yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels to build a 1:1 connection with their audiences. In this episode, hosts Chris Boyer and Reed Smith discuss the current landscape of personalization and address some of the challenges that hospitals could face. Personalization expert John Berndt, of the Berndt Group shares his first-hand insights into adopting a successful personalization strategy. Plus, Reed wonders what it would be like to get a tailored suit.

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For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT departments are adapting their tools and processes to adopt a safe digital environment while meeting the pressing demand by consumers for more open and transparent digital communications. They welcome data security expert Mark Burnette from LBMC Information Security to discuss current trends and approaches hospitals are taking.

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Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in online reputation management and how best hospitals can leverage their outside vendors for greater success. They also debate on who is actually driving the digital transformation, along with input from the audience. Another lively and spirited episode!

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With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies, hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in which computers are becoming smarter than humans (with Natural Language Processing and image identification). This episode features an expert interview with Nathan David of the Cleveland Clinic, in which he discusses how they are using machine learning to help improve their digital advertising to support patient acquisition.

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For hospitals and health systems, education is an important way to not only train new entrants into the field (through residencies and fellowships), but also hone existing talent (through CMEs and CNEs). In this episode, hosts Reed Smith and Chris Boyer discuss how healthcare organizations are using education and the growing role of digital in evolving and reshaping the way this training is delivered. Featuring an interview with Michael Mackert and Erin Donovan of the University of Texas - Austin’s Moody College of Communication.

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Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year.

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According to Wikipedia, the term crisis management is defined as "a set of factors designed to combat crises and to lessen the actual damages inflicted.” While every hospital and health system has had to face a crisis at some point in time, the use of digital tools have often not been properly leveraged to assist with crisis communication. In this episode, hosts Reed Smith and Chris Boyer discuss ways in which organizations can begin applying the online tools, systems and processes to support crisis communication, and provide first-hand advice on how best to assess and respond to certain crisis. Featuring an interview with Lance Lunsford, Chief Marketing and Business Development Officer for the Texas Hospital Association, in which he shares how crisis response has evolved over the last 30 years, and how social media has dramatically impacted this discipline.

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The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting quality outcomes. They define a framework on how hospitals can map their digital tools and tactics to the patient journey, and share examples and case studies to help illustrate how a good digital patient experience can impact quality. Featuring an expert interview with David Dolton from DocASAP.

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Live from Cleveland, this week’s episode features audio captured at the Content Marketing World Cleveland Clinic Health Summit 2017. Hosts Reed Smith and Chris Boyer kickoff the podcast sharing high-level takeaways from the CMWorld 2017 conference before “rolling the tape” on a panel session that included Brian Gresh (Executive Director, Digital & Content Marketing at Cleveland Clinic), Aaron Watkins (Senior Director of Internet Strategy at Johns Hopkins Medicine) and Matt Schwabel (Senior Director, Integrated Marketing at Duke University Health). The panel session discussed current and future challenges of digital in healthcare.

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Advocacy is an activity by an individual or group which aims to influence decisions within political, economic, and social systems and institutions. For healthcare, online advocacy could take many forms including generating interest around a particular disease or condition, fundraising/giving for non-profit health systems or organizations and even health advocacy efforts. This week, hosts Reed Smith and Chris Boyer discuss the various digital tools organizations can use to help with advocacy efforts and share tips and concerns many of us face when embracing these efforts. Featuring an expert interview with Doug Ulman, president and CEO of Pelotonia, in which he shares his experience using digital in his current and previous role at LiveStrong.

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