touch point podcast

TP456 – When AI Speaks for the Patient

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As AI becomes more fluent, empathetic, and embedded in communication workflows, healthcare’s relationship with voice, empathy, and trust is being redefined. In this episode, hosts Chris Boyer and Reed Smith explore the coming shift where technology mediates the patient experience itself, interpreting emotions, intent, and tone.They discuss:

  • The Signals – Why early pilots in AI-driven communication are signaling a shift from automation to authorship, and what it means when AI can shape the tone of care.
  • The Scenarios – Three futures for healthcare: The Empathic Mediator, where AI bridges patients and systems; The Voice Overload, where empathy fatigue sets in; and The Ethical Frontier, where transparency becomes healthcare’s new trust currency.
  • The Brand Voice Paradox – How AI as both author and amplifier challenges traditional notions of authenticity, and why marketers must move from managing tone consistency to ensuring voice integrity.

    • In the expert interview, Stephanie Wierwille, EVP of Engagement at BPD Healthcare, shares her perspective on how AI will reshape creativity, communication, and the psychology of trust, and why healthcare marketers must lead this next transformation.


    Mentions from the Show:

    • Stephanie Wierwille on LinkedIn

    • BPD Insights

    • The Einstein Divide blog post

    • Laurin Engle Bobo on LinkedIn

    • Reed Smith on LinkedIn

    • Chris Boyer on LinkedIn

    • Chris Boyer website

    • Chris Boyer on BlueSky

    • Reed Smith on BlueSky


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