touch point

TP489: The Advocate – Marketing as the Voice in the Room

May 27, 2026

TP488: What If Marketing Owned Patient Activation?

May 20, 2026

TP487: ICYMI – “When Does ‘Patient Access’ Actually Begin?”

May 13, 2026

Mar 4, 2026

TP477: The Trust Debt: The Hidden Cost of Automating the Wrong Things

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.

Feb 25, 2026

TP476: Good Enough for People Is Not Good Enough for Machines

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.

Feb 18, 2026

TP475: Is AI Making Us Better… or Just Cheaper?

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.

Feb 11, 2026

TP474: Who Turned the Lights Off? The Dark Funnel of Healthcare

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.

Feb 4, 2026

TP473: When Demand Outruns Supply (And Marketing Gets Stuck in the Middle)

Chris Boyer and Reed Smith examine the growing disconnect between digital demand generation and real-world access in healthcare. As marketing gets better at driving patient demand, supply-side constraints like provider schedules, EMR logic, and access workflows are breaking the experience. A candid conversation about supply and demand, access strategy, and what healthcare consumerism actually requires.

Jan 28, 2026

TP472: Reputation as a Signal, Not a Score

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.

Jan 21, 2026

TP471 – Developing a “Route-First” Access Strategy

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.

Jan 14, 2026

TP470 – When AI Becomes the First Stop for Care

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.

Jan 7, 2026

TP469 – 2026 Is the Tipping Point (Healthcare, Digital, and the New Consumer)

As healthcare enters 2026, financial pressure, digital transformation, and rising consumer expectations are colliding. Chris Boyer and Reed Smith explore the trends health systems must understand to adapt and grow.