Patient experience strategy in healthcare often outpaces operational reality. Chris Boyer and Reed Smith on the gap between the journey you promise and the one you deliver.

Healthcare automation is eroding patient trust in ways dashboards don't capture. Chris Boyer and Reed Smith on the hidden cost of scaling the wrong things.

Health systems built digital front doors for humans. Agentic AI doesn't use doors — it uses machine-readable logic. Chris Boyer and Reed Smith on why good enough for people is no longer good enough for the machines now routing patients to care.

Hosts Ed Bennett and Chris Boyer examine why finding trustworthy news feels harder than ever, unpack Part 4 of their Enshitification book series on monopoly and regulatory capture, and test whether AI can deliver real-world advice when it actually matters.

Hosts Chris Boyer and Reed Smith examine whether “AI productivity savings” in healthcare reflect true innovation or cost-cutting in disguise. Joined by Danny Fell and Dean Browell, they explore how to measure AI success across growth, efficiency, experience, and trust.

Chris Boyer and Reed Smith explore the rise of the “dark funnel” in healthcare marketing, where patient decisions are shaped by AI summaries, private communities, reputation signals, and access constraints long before analytics can capture them.

Ed Bennett and Chris Boyer explore how opaque algorithms shape identity, continue the Enshitification Book Club, and test whether AI really understands who we are.

Chris Boyer and Reed Smith revisit reputation management in healthcare, exploring declining trust, the rise of unsolicited reviews, and why online reputation now signals future loyalty, experience, and brand credibility.

Chris Boyer and Reed Smith examine how access has evolved over the past year and why health systems need a route-first access strategy that aligns capacity, digital tools, and patient expectations.

Hosts Chris Boyer and Reed Smith explore how ChatGPT Health is reshaping patient expectations and digital healthcare journeys, with insights from Brandon Scott on AI, marketing, and experience.