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TP48 - Data: The Dangerous Currency of Ransomware

There are multiple ways we use the internet to track our health and interact with care providers. This digital footprint has proven to be a pro and con to those working in the industry. CIOs and those in IT at hospitals and health systems have long been concerned with HIPAA and PHI data security. In this episode, hosts Chris Boyer and Reed Smith discuss how “ransomware” - one of the most pressing threats to the healthcare industry - has evolved over the years and how health systems today...


TP47 - 2017 Year in Review

In this very special episode, hosts Reed Smith and Chris Boyer recap the past year, sharing the high (and low) moments from the show, including awarding the first annual “touchies” award in the following categories: Best “Cold Open,” Best Episode, Best Alternate Name for TouchPoint/TouchCounterPoint, Best Guest and Biggest Fan. Special thanks to all of our listeners, guests and sponsors for making 2017 a transformative year for our podcast - and we look forward to much more in 2018! Happy...


TP46 - The How and Why of ROI

Measuring ROI is not for the faint of heart. However for hospital and healthcare marketers, it is one of the most important KPIs that they can track. In this episode, hosts Chris Boyer and Reed Smith discuss the difficulty many in the industry face when trying to track the financial return of their efforts. With tips on how to use CRM, marketing automation, websites and other digital tactics to measure ROI, the hosts discuss the pros and cons of how we’re currently using these tools to...


TP45 - Marketing and Communications: Two Sides of the Same Coin

What’s the difference between marketing and communications? In this episode, hosts Reed Smith and Chris Boyer discuss the definitions of each, and how in hospitals these definitions have often become muddled and intertwined, and how digital has forced these traditionally siloed departments to begin rethinking and retooling the way they work together. From trying to define who owns social media, to highlighting the differences between content marketing and brand journalism, are digital...


TP44 - Is marketing quality quality marketing?

Traditionally, marketing and quality departments operate separately within a hospital. However, much like other areas in a health system (patient experience, IT, clinical care), we are starting to see marketing departments play an active role is quality initiatives. In this episode, hosts Reed Smith and Chris Boyer discuss how certain quality measures play an important role in healthcare consumerism and share ways in which marketing can successfully promote quality to various stakeholders....


TP43 - The Rise of the, Chatbots

Chatbots are not a new concept - they have been around since 1994. But with recent advances in artificial intelligence (AI) and machine learning - along with major platform providers like Facebook, Google and Microsoft providing access to their technologies to conversational UI developers - the expansion of chatbots is dramatically expanding in many industries - including healthcare. In this episode, hosts Reed Smith and Chris Boyer discuss the rise of the chatbots in hospitals and health...


TP42 - Healthcare Internet of Things: It’s Getting HIoT in Here

We’ve all heard the buzz-term - “the Internet of Things” (or IoT). But for healthcare, what does that really mean? In this episode, hosts Chris Boyer and Reed Smith dive into a newly formed buzz-term: HIoT (or Healthcare Internet of Things). From health and wellness trackers to medical devices that are always-on and connected, they dive deep into the ways hospitals and health systems are developing internet connected device offerings for patients and physicians. What are the impacts and...


TP41 - Defining Consumerism in Healthcare

It’s clear that marketing and patient experience efforts in hospitals are trying to address an unparalleled shift to consumerism. But is the concept of “consumerism” the same for the healthcare industry as it is for other industries? Can hospitals ever become as “consumer-first” as Amazon, Uber or Disney? In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumerism and address trends that are impacting how hospitals and health systems are transforming their...


TP40 - The Problem with Personalization

The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators, yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels to build a 1:1 connection with their audiences. In this episode, hosts Chris Boyer and Reed...


TP39 - Cyber Security Risks for Hospitals

For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT departments are adapting their tools and processes to adopt a safe digital environment while...


TP38 - LIVE from HCIC 2017

Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in online reputation management and how best hospitals can leverage their outside vendors for...


TP37 - Are Machines Taking Over Healthcare?

With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies, hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in which computers are becoming smarter than humans (with Natural Language Processing and image...


TP35 - Digital Planning for 2018

Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year. Special thanks to our sponsors - Transparently - Binary Fountain - Influence Health


TP33 - Can a Good Digital Patient Experience Impact Quality?

The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting quality outcomes. They define a framework on how hospitals can map their digital tools and tactics...


TP32 - Live from Content Marketing World Cleveland Clinic Health Summit 2017

Live from Cleveland, this week’s episode features audio captured at the Content Marketing World Cleveland Clinic Health Summit 2017. Hosts Reed Smith and Chris Boyer kickoff the podcast sharing high-level takeaways from the CMWorld 2017 conference before “rolling the tape” on a panel session that included Brian Gresh (Executive Director, Digital & Content Marketing at Cleveland Clinic), Aaron Watkins (Senior Director of Internet Strategy at Johns Hopkins Medicine) and Matt Schwabel (Senior...


TP31 - Advocating for Digital Online Advocacy

Advocacy is an activity by an individual or group which aims to influence decisions within political, economic, and social systems and institutions. For healthcares, online advocacy could take many forms including generating interest around a particular disease or condition, fundraising/giving for non-profit health systems or organizations and even health advocacy efforts. This week, hosts Reed Smith and Chris Boyer discuss the various digital tools organizations can use to help with...


TP30 - Online Patient Communities

The fundamental principle of the internet was to allow people across the world to find and connect with one another across topics of interest. For hospitals and health systems, this means providing ways for patients to connect and discuss their care. In this episode, hosts Reed Smith and Chris Boyer discuss the ways patients have started to use the internet and social media to connect, and how organizations can begin to embrace and develop online patient communities. Featuring an expert...


TP29 - Improving the Online Transaction

People don’t come to hospital websites for fun - they are there for a purpose. More times than not, that purpose is to engage and interact with the health system - finding a doctor, paying a bill, signing up for classes...even applying for a job. In this episode, hosts Reed Smith and Chris Boyer discuss how organizations can begin improving the online transaction. From understanding and defining users needs to diving deep into some of the principles of usability, this episode outlines...


TP28 - 88 to 1: Undertaking a Website Consolidation Project

Unlike other industries, hospitals and health systems often find that the number of websites they have to manage are too numerous to manage efficiently. This can negatively impact not only the web user experience, but has significant business and process implications. Hosts Chris Boyer and Reed Smith discuss how best to begin evaluating and planning for a website consolidation effort, including the appropriate planning, evaluation, auditing and communication strategies required to...


TP27 - Is SEM Really "SEO-Now"?

Hosts Reed Smith and Chris Boyer tackle the topic of Search Engine Marketing (SEM) in this week’s episode, focusing their discussion on paid tactics. They briefly cover the various types of SEM, and then discuss effective ways organizations are ensuring their online marketing approaches produce results. They also discuss some of the current trends and challenges with SEM. This episode features and expert interview with Kevin Minnelli, CEO of Eruptr (a paid search marketing firm) in which...


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