touch point

TP349 – The Three Digital Strategies in Healthcare: Transformation, Experience and Innovation

Sep 20, 2023

TP348 – ICYMI: Leading Through Change

Sep 13, 2023

TP347 – Why is AI Suddenly All Over the Place?

Sep 6, 2023

Aug 30, 2023

TP346 – The Evolving Needs of Data in Healthcare

Reed Smith and Chris Boyer discuss how developing a good data strategy is the underpinning of any successful digital transformation, experience or innovation strategy. They also reflect on the changing responsibilities of the Chief Data Officer over the years, and share myths related to data management.

Aug 23, 2023

TP345 – Being Strategic, Agile and Focused

Reed Smith and Chris Boyer share how organizations can adopt a strategy-focused agile approach to transformation. They are joined by Erik Qualman, speaker and author of the Focus Project, who shares ways that leaders can remain focused while embracing change.

Aug 16, 2023

TP344 – Using AI to Humanize the Patient Experience

Reed Smith and Chris Boyer discuss the significance of infusing AI with a human touch. They are later joined by Aaron Patzer from Vital.io, who sheds light on how his organization employs AI algorithms to humanize the patient experience.

Aug 9, 2023

TP343 – Bringing the Digital Patient Experience to the Bedside

Chris Boyer and Reed Smith discuss how to bring digital patient experience to the bedside - virtual nursing, telemedicine, etc. - and the evolution of the hospital smart room. Jeff Fallon of eVideon joins to share his experience working with hospitals on successfully extending the digital experience to the inpatient room and how smart rooms, when done right, not only enhance the patient experience but also the nursing experience.

Aug 2, 2023

TP342 – When Does “Patient Access” Actually Begin?

Reed Smith and Chris Boyer define the term “patient access” and discuss how digital front door solutions are only part of the equation - and how consumer intent and public health outreach offers a greater opportunity to leverage digital to solve access to care issues.

Jul 26, 2023

TP341 – There is More to AI than Just Generative

Chris Boyer and Reed Smith discuss the various subfields of AI and how they have been used in healthcare for years. Then, Ed Bennett joins to share his hot take on AI and provides guidance on what healthcare marketing and communication professionals should consider in their AI strategies.

Jul 19, 2023

TP340 – User Centered Design and Jobs-to-Be-Done

Reed Smith and Chris Boyer discuss how the Jobs to Done framework is important to user-experience design (UXD), and then are joined by hosts Steve Koch and Jonathan Pathuis from Cast and Hue who share how they work with health systems to cut through the data to get to know our consumers as people.

Jul 12, 2023

TP339 – Why Consumer Insights Are Critical for Experience Strategies

Reed Smith and Chris Boyer outline the different types of research that can inform an experience strategy, and share the benefits of consumer insights research that can apply to the entire enterprise - including strategic planning, marketing and operations.

Jul 5, 2023

TP338 – ICYMI: The Digital Front Door is an Experience Strategy, Not a Technology One

Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” and Ben Dillon shares his expertise, concluding that perhaps instead of defining it as a technology strategy, it should be defined as an experience strategy.