TP359 - Are We Ready for Radical Digital Transformation?
touch point podcast
by touch point media
2d ago
In general, digital transformations can be difficult - particularly in health systems. In this episode, hosts Reed Smith and Chris Boyer discuss the overall need for provider organizations to embrace radical digital transformation, ponder if we are able to do so, and then discuss how prioritizing patient advocacy can yield to more impactful digital transformation. They are joined by Scott Becker, publisher of Becker’s Healthcare, who share insights and trends of the industry and how they might impact our need for transformation.  Mentions from the Show: Healthcare needs a digital transf ..read more
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TP357 - Omnichannel PX: How Do you Integrate Offline and Online Experiences?
touch point podcast
by touch point media
2w ago
With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discuss the important role the call center agent has in improving the overall PX. Mentions from the Show: Hybrid CX: Integrating Offline and Online Experiences Seamlessly Customer Experience in the Age o ..read more
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TP357 - Omnichannel PX: How Do you Integrate Offline and Online Experiences?
touch point podcast
by touch point media
2w ago
With all of the emphasis lately on developing digital experiences, it’s often overlooked that the customer experience transcends online and offline touchpoints. In this episode, hosts Chris Boyer and Reed Smith discuss the concept of a hybrid CX approach, integrating offline and online experiences, and the role AI has in supporting the new customer journey. Ian Lindsey from CereCore joins to discuss the important role the call center agent has in improving the overall PX. Mentions from the Show: Hybrid CX: Integrating Offline and Online Experiences SeamlesslyBowstring.tv Customer Experience ..read more
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TP355 - Are We Too Hardwired To Predict the Future?
touch point podcast
by touch point media
1M ago
Over the years, there have been many experts and analysts that have tried to predict the future of our industry. But are we set up to do this? In this episode, hosts Reed Smith and Chris Boyer discuss why making predictions for the future are hard - not only for our industry, but also for technology. They are joined by industry expert Quint Studer, co-founder of HealthCare Plus Solutions Group, who discuss how we have to advance from being hard-wired to being re-wired. Mentions from the Show: Why the Future of Technology Is So Hard to Predict Ten 10-Year Trends for the Future of Healthcare: I ..read more
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TP354 - Open vs. Closed AI Systems: Which is Better for Healthcare?
touch point podcast
by touch point media
1M ago
While there is ample talk of the use of AI (and Generative AI) in healthcare, sometimes there is a lot of confusion as to which solution is better. In this episode, hosts Reed Smith and Chris Boyer discuss the two different “worlds” of AI - open vs. closed systems, outlining use cases in healthcare for both and asking which is better for health systems. Then, Jeremy Rogers of IU Health joins and shares the journey he and his organization are taking with the adoption and acceptance fo AI - in both front and back of house applications.  Mentions from the Show: Should You Be Blocking ChatGP ..read more
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TP353 - Analyzing the Customer Journey
touch point podcast
by touch point media
1M ago
If you are working at a health system focused on digital transformation, engagement or innovation strategies, the understanding of the customer journey is imperative to your work. In this episode, hosts Reed Smith and Chris Boyer discuss the different ways to analyze a customer-journey and share ways to use this to stay competitive.  Mentions from the Show: https://www.nngroup.com/articles/analyze-customer-journey-map/ https://hbr.org/2015/11/competing-on-customer-journeys Learn more about your ad choices. Visit megaphone.fm/adchoices ..read more
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TP352 - Enabling a Privacy-First Framework
touch point podcast
by touch point media
1M ago
Over the last year, most healthcare organizations have responded to the guidance from OCR on HIPAA and third-party tracking by either removing all tracking or adopting new analytics and CDP technologies in their MarTech stack. But is this truly a “privacy-first” framework? In this episode, hosts Chris Boyer and Reed Smith discuss how the healthcare industry is being impacted by the recent guidance and outline a high-level approach to auditing your tech stack for privacy. They are joined by Ray Mina, of Freshpaint.io, who shares his experience working with organizations on ensuring their entire ..read more
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TP351 - The Evolution of Digital Healthcare Consumerism
touch point podcast
by touch point media
2M ago
Over the last four decades, the rise of digital healthcare consumerism has evolved - in part based on consumer expectations, but also on technology. In this episode, hosts Chris Boyer and Reed Smith discuss the trends that have been driving this rise of consumerism and outline key milestones over the past 40 years. They are then joined by Kathy Divis and Mike Schneider of Greystone, who discuss how they’ve seen healthcare digital trends change over the years, and how they have developed the Healthcare Internet Conference (HCIC) to reflect these changes.  Mentions from the Show: Consumer ..read more
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TP349 - The Three Digital Strategies in Healthcare: Transformation, Experience and Innovation
touch point podcast
by touch point media
2M ago
Virtually every health system has a digital strategy in their strategic plan. In this episode, hosts Reed Smith and Chris Boyer explore the three pivotal digital strategies in healthcare: Transformation, Experience, and Innovation, offering insights into how these strategies are reshaping organizations and the industry.  Mentions from the Show: The digital transformation of healthcare organizations Driving growth through consumer centricity in healthcare  The Future of Digital Health Reed Smith on LinkedIn Chris Boyer on LinkedIn Reed Smith on Threads Chris Boyer on Threads Chris Bo ..read more
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TP348 - ICYMI: Leading Through Change
touch point podcast
by touch point media
2M ago
It’s been repeated so often, it nearly sounds trite - the last 18 months have seen unprecedented change in the healthcare industry. And with these changes and challenges, a new leadership approach is emerging that is important for every health system leader needs to recognize and embrace. In this episode, hosts Reed Smith and Chris Boyer discuss the four leadership types of our industry and revisit the steps of change management. And they welcome Rodney Reider to the show, who shares his experience and outlines the tenets of healthcare leadership in his new book Grabbing the Next Rung: The Hea ..read more
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