Apr 20, 2022
TP272 – The State of CRM in 2022
Chris Boyer and Reed Smith discuss if CRM solutions are keeping pace with our industry needs and share alarming findings on the health of CRM data. They are joined by Justin Rodriguez who shares suggestions for health systems to optimize their CRM strategies.
Apr 13, 2022
TP271 – The Ups and Downs of Digital Transformation
Reed Smith and Chris Boyer discuss predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman joins to share important steps of the digital transformation journey including topics like change management, governance and key technology considerations.
Jan 26, 2022
TP260 – Aligning to Our Purpose
Chris Boyer and Reed Smith discuss the latest Edelman Trust Barometer and opportunities exist for hospitals and health systems, particularly as they align to purpose. They are joined by Rob Rosenberg who shares how now is the time for health systems to “unmask” their marketing and branding efforts to meet the moment.
Jan 5, 2022
TP257 – A Focus on Patient Experience, Marketing and Data
Reed Smith and Chris Boyer share ways leading health systems have implemented “big ideas” in their marketing, and how focusing on patient experience can help healthcare leaders transform their strategies. Chris Hemphill shares their perspective on implementing responsible AI and data strategies.
Dec 29, 2021
TP256 – The 2021 Listener Choice Awards
Hosts Reed Smith and Chris Boyer reflect back on this work-from-home year, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including best episodes topic and best guest expert (Brian Gresh).
Nov 10, 2021
TP249 – What is ROMI (and Does it Differ from ROI)?
Reed Smith and Chris Boyer are back to talking about ROI again, and sharing the differences between true ROI, ROMI and ROAS and share the basics of Marketing ROI to outlining the activities needed to measure marketing impacting. They are joined by Dan Small at Hartford HealthCare, who shares his organization’s journey to ROI.
Oct 27, 2021
TP247 – The Digital “Revolving” Door
Chris Boyer and Reed Smith discuss the concept or a “digital revolving door” - in which patients (both new and existing) are beginning to turn to the internet before, during and after their care and share research on how health care leaders are starting to look at digitizing all elements of the patient journey. They are joined by Dave Dolton of DocASAP who shares his view on the opportunity healthcare has to turn patients into digital patents.
Sep 29, 2021
TP243 – A Bias Against Generational Bias in Healthcare
Reed Smith and Chris Boyer discuss essential tips managing these differences in the workplace, how bias can impact employee trust and even how generational stereotypes are finding their way into marketing and communications. Meagan Johnson shares her perspective on how to overcome false perceptions on how generations work together.
Sep 22, 2021
TP242 – Leading Through Change
Reed Smith and Chris Boyer discuss the four leadership types of our industry and revisit the steps of change. They also welcome Rodney D. Reider to the show, who shares his experience and outlines the tenets of healthcare leadership in his new book Grabbing the Next Rung: The Heart of Leadership.
Sep 15, 2021
TP241 – Moving from Personalization to Individualization
Chris Boyer and Reed Smith share how an effective personalization strategy is more than just technology, walk through common pitfalls and then are joined by Justin Wartrell of Monigle, who shares findings from their most recent study that shares how personalization is important to a health system’s brand, and how healthcare consumers’ behaviors prefer these strategies.
Sep 8, 2021
TP240 – (ICYMI) The New Role of the Digital Marketer
Chris Boyer and Reed Smith discuss the changes to marketing and branding and how digital marketing has allowed us to accelerate to meet the new digital patient customer. They are joined by Chris Pace from Banner Health who shares first-hand how his digital team is supporting his health system in these abnormal times.
Sep 1, 2021
TP239 – How Can We Be More Efficient?
Reed Smith and Chris Boyer discuss the factors that are leading to current staffing challenges for health systems and how we are being forced to do more with less. They share tips on how to market more efficiently and bring back an encore interview with Alyssa Kleinman, who shares her marketing team’s experience adopting agile and breaks down some of the myths that many people have about agile marketing.