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AI and digital expert Suchi Srinivasan and fintech practice leader Kamila Rakhimova from Boston Consulting Group (BCG) talk to the women at the vanguard of business, digital, and technology. They’re digging into how these powerhouse leaders got where they are—everything from the joy of projects gone right to the realities of family responsibilities. And crucially, asking: what was that moment you knew you weren't merely getting there...you had arrived? That's when you know you're in your element.
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touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.
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touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.
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1 TP427 - The Case for Failing Faster to Address Disruption 1:00:44
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LikedHealthcare operates under the mindset that failure is not an option—but what if that’s actually slowing down innovation? While tech companies embrace rapid iteration, health systems often get stuck in pilot purgatory, unable to scale promising initiatives. In this episode, Chris Boyer and Reed Smith explore why failing faster—when done smartly—is key to keeping pace with disruption. They dive into: Why Healthcare Resists "Fail Fast" Thinking – How risk aversion, compliance hurdles, and leadership discomfort prevent innovation. Lessons from Other Industries – How Google, Amazon, and pharma companies use structured experimentation to accelerate growth. How Tech Enables Smart Experimentation – Using AI, predictive modeling, and digital sandboxes to minimize risk while maximizing learning. Making the Case for Leadership Buy-In – How framing failing fast as an ROI strategy can help organizations embrace iterative improvements. Later in the episode, they are joined by Alan Shoebridge, who shares his insights on industry disruption, external threats, and why health systems must rethink their approach to change. In 2025, standing still isn’t safe—healthcare must learn to fail fast, fail smart, and fail forward. Mentions from the show: Failing Fast: Does It Apply to Health Care? Why Failing Fast Means Failing Forward AI, Data, and the Art of Failing Fast in Healthcare Innovation Amazon, CVS Health Follow Their Learn-Fast, Fail-Fast Models Alan Shoebridge on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP426 - Addressing the P Word (Personalization) in Health Care 58:33
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Play Later Play Later Lists Like LikedConsumers expect personalized experiences in nearly every aspect of their lives—but in healthcare, is personalization truly delivering value, or is it just another marketing buzzword? Chris Boyer and Reed Smith break down the balance between helpful personalization and overreach, exploring how health systems can use data-driven insights to enhance patient engagement without crossing privacy lines. They dive into: The Need for Personalization – How shifting patient expectations, rising out-of-pocket costs, and digital health trends are fueling demand for tailored healthcare experiences. Personalization That Solves Problems – Why consumers prioritize guidance over recognition, and how health systems can simplify care navigation and reduce decision anxiety. The Role of AI & Data in Personalization – How predictive analytics, CRM systems, and psychographic segmentation can drive smarter, more effective patient engagement. Hyper-Personalization in Healthcare – How organizations are integrating real-time behavioral insights to create meaningful, omnichannel experiences. Later in the episode, they are joined by Teri Sun of White Rhino, who shares insights on how AI can add a human touch to personalization—ensuring patients feel understood, not just targeted. In 2025, healthcare personalization isn’t about knowing more—it’s about helping better. Mentions from the show: The Consumerization of Healthcare and How Providers Can Adapt Maximize the Impact of Personalization - Gartner The Future of Digital Products with AI — Peter Smart • MIT EmTech Digital 2024 What if you knew exactly what patients wanted from your website? Clicking with Patients - White Rhino newsletter Teri Sun on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices…
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Hospitals and health systems are facing yet another wave of uncertainty and disruption—financial constraints, shifting regulations, and changing patient expectations are putting immense pressure on leadership. The fact is, traditional leadership models don’t work in this new environment—adaptive change is now a critical skill. In this episode, hosts Chris Boyer and Reed Smith explore how marketing, communications, experience, and digital leaders can navigate this rapidly evolving landscape by embracing adaptive leadership strategies, diving into: Navigating Uncertainty – How financial pressures, policy shifts (like Medicare Advantage rate changes), and cybersecurity threats are reshaping healthcare leadership. Understanding Adaptive Leadership – Why healthcare organizations need cultural shifts, experimentation, and continuous learning rather than quick-fix solutions. Marketing & Digital’s Role in Change Management – How marketing, communications, and digital teams can drive transformation by fostering customer-centricity, collaboration, and data-driven decision-making. Doing More with Less – Strategies for optimizing marketing and digital budgets, shifting from large-scale campaigns to high-ROI micro-targeted initiatives. Later in the episode, they are joined by Amy Comeau, author of Every Storm Runs Out of Rain, who shares insights from her front-line leadership experience in healthcare marketing during the COVID-19 pandemic. Her reflections offer a compelling perspective on resilience, change, and moving forward. In 2025, adaptive leadership isn’t just about responding to change—it’s about shaping the future of healthcare. Mentions from the show: 2025 US health care outlook Healthcare finance trends for 2025: accelerating change Top Marketing Strategies for Healthcare Organizations in 2025 Adaptive Change vs. Technical Change: Definitions and Differences Amy Comeau on LinkedIn Every Storm Runs Out of Rain website Every Storm Runs Out of Rain book on Amazon Amy Comeau on BlueSky Amy Comea Substack Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP424 - Rethinking Reputation Management (Moving Beyond Google Reviews) 1:04:02
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Play Later Play Later Lists Like LikedWhen we think about reputation management, our minds often jump to Google reviews and star ratings—but what if we’re thinking too small? In this episode, Chris Boyer and Reed Smith challenge the traditional approach to ORM and explore how health systems can leverage reputation as a strategic asset beyond the review section.They dive into: Reputation as a Business Asset – Why ORM isn’t just a marketing metric but a driver of partnerships, hiring, and regulatory trust. The Expanding Digital Footprint – How social media, AI-driven search, and misinformation shape brand perception. Operationalizing ORM – Moving reputation management beyond marketing to HR, legal, and corporate strategy. AI’s Role in Reputation – How algorithms curate (and sometimes distort) what people see about your brand. Plus, they sit down with Dean Browell to discuss the declining influence of Google Reviews in assessing a health system’s online reputation and what hospitals should focus on instead. Don’t miss this deep dive into the future of reputation management in healthcare—because in 2025, your brand’s trustworthiness isn’t just about reviews, it’s about strategy. Mentions from the show: Reputation Management Statistics By Customer Reviews Impact, Revenue, Importance and Fake Review The Future of Online Reputation Management Services in 2025: What Businesses Must Know AI And Online Reputation Management: Five Trends For Brands To Keep Top Of Mind In 2025 Dean Browell on LinkedIn DiscoverFeedback.com Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP423 - Healthcare Content in 2025: AI, Composability, and the Content Stack 1:07:10
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Play Later Play Later Lists Like LikedIn this episode, hosts Reed Smith and Chris Boyer explore the evolving role of content in healthcare marketing, diving into content composability, AI’s impact on content creation, and how health systems can maximize their content strategies. They break down how healthcare organizations can move beyond simple content production to a structured, data-driven approach that enhances patient engagement. Later in the show, they are joined by Ahava Leibtag, who introduces the concept of a Content Stack, offering a framework for building, managing, and distributing healthcare content efficiently. Tune in for insights on how to future-proof your content strategy in an AI-driven world. Mentions from the show: What is Content Composability? How AI is reshaping the content creator industry 16 Predictions About AI, Content Creation And Its Effect On Business Ahava Leibtag on LinkedIn Aha Media Group Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP422 - Rethinking Competition in Healthcare 55:50
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Play Later Play Later Lists Like LikedIn this episode of Touch Point, hosts Chris Boyer and Reed Smith explore how retail healthcare’s retreat, increasing regulations, cybersecurity risks, and private equity consolidation are reshaping industry competition. With Walmart and Walgreens pulling back from healthcare, new state-level regulations tightening mergers, and cybersecurity emerging as a financial risk, traditional health systems remain dominant—but must adapt fast. Chris and Reed break down key strategies to stay agile, consumer-focused, and competitive. Jonathan Pathuis, Managing Partner at Cast & Hue, joins to discuss how User-Centered Design and Jobs to Be Done help health systems identify both direct and indirect competition. He explains why patient decision-making is shifting, how strategic planning and marketing must collaborate, and how human-centered insights uncover hidden threats and opportunities. Whether you're rethinking market strategy or trying to understand evolving patient behavior, this episode provides practical takeaways for navigating healthcare’s changing competitive landscape. Mentions from the show: Becker’s Hospital Review, What Big Retailers Did in Healthcare in 2024 Politico, Retail Giants Can’t Figure Out Health Care National Conference of State Legislatures (NCSL), 2024 Legislative Recap: Health Care Consolidation and Competition National Center for Biotechnology Information (NCBI), The Impact of Marketing Strategies in Healthcare Systems Invoca, How to Create a Healthcare Marketing Strategy: A Step-by-Step Guide ClearPoint Strategy, The 7 Most Effective Strategic Planning Models Used in Healthcare Kendall Hunt Publishing, Strategic Planning and Marketing in Healthcare Organizations National Center for Biotechnology Information (NCBI), Integrated Marketing Communications: A Strategic Priority in Health Strata Decision Technology, Why Strategic Planning is Important in Healthcare Prezentium, Marketing Strategies, Tips to Create a Healthcare Marketing Plan Cascade, How To Implement Effective Strategic Planning In Healthcare Jonathan Pathuis on LinkedIn CastandHue.com How to Identify Competitors Through Jobs-to-be-Done Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP421 - The Evolution of Patient Experience 1:01:26
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Play Later Play Later Lists Like LikedIn this episode, hosts Chris Boyer and Reed Smith explore the evolution of patient experience, from its holistic roots to today’s data-driven strategies. They discuss how healthcare’s focus on patient satisfaction metrics, Chief Experience Officers, and financial incentives has reshaped care—raising the question: are we truly improving experiences or just measuring them better? They also examine how digital engagement has transformed patient interactions, from search-driven healthcare decisions and AI-powered personalization to telehealth and omnichannel experiences. Joining them is John Berndt of Valtech, who shares insights from the 2025 Emerging Experiences in Consumer Healthcare Report, including the shift toward vertical integration, the role of call centers in digital efforts, and how LLMs are shaping content supply chains for health systems. Mentions from the Show: “ The Evolution of Patient Experience: From Holistic Care to Human Experience ” - Patient Experience Journal The growing disconnect between virtual health availability and consumer demand Integrating digital health tools to help improve the whole consumer experience Patients have more patience, comfort with digital healthcare tools Digital transformation in healthcare Virtual health care and fitness find their rhythm The Role of Digital Marketing in the Future of Healthcare The impact and challenges of digital marketing in the health care industry during the digital era and the COVID-19 pandemic The Evolution of Healthcare Marketing: From Medicine 1.0 to Medicine 3.0 What is Marketing’s Role in the Digital Patient Journey? John Berndt on LinkedIn Valtech website The 2025 Emerging Experience in Consumer Healthcare report Learn more about your ad choices. Visit megaphone.fm/adchoices…
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1 TP420 - The 2025 State of Digital Advertising for Healthcare 57:09
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Play Later Play Later Lists Like LikedIn this episode, hosts Chris Boyer and Reed Smith explore the shifting landscape of digital advertising in 2025, from privacy-first strategies and AI-driven targeting to the rise of connected TV (CTV) and retail media networks. They discuss how these trends are reshaping direct-to-consumer healthcare advertising and the critical role of Customer Data Platforms (CDPs) in adapting to Meta’s evolving ad ecosystem. Joining them is Adam Putterman of OursPrivacy, who shares expert insights on leveraging CDPs, navigating Meta’s changes, and future-proofing digital marketing strategies for health systems. Mentions from the Show: Looking Ahead: 2025 Predictions and End-of-Year Outlook in Digital Advertising 2025 Digital Ad Trends and Predictions: Time to Turn the Page The State of Digital Marketing in 2025: What the Data Shows Harnessing AI to reshape consumer experiences in healthcare Tackling healthcare’s biggest burdens with generative AI Healthcare Marketing: 2024 Benchmarks for CMOs Health media: How consumer content informs the future of healthcare Meta’s Free-Speech Shift Made It Clear to Advertisers: ‘Brand Safety’ Is Out of Vogue Social Media: a HIPAA Danger Zone A healthcare team’s guide to HIPAA compliance on social media OursPrivacy.com Adam Putterman on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
1 TP419 - The 2025 State of Social Media for Healthcare 1:09:52
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Play Later Play Later Lists Like LikedIn this episode, hosts Reed Smith and Chris Boyer check in on the state of social media for healthcare, and discuss the various changes to these social platforms - from content moderation, to managing algorithmic changes, a brief touch on paid social strategies and share information for health systems on how to plan for and adapt to future changes in social strategies. They are joined by Jenny Bristow of Hedy & Hopp who shares her insights on how healthcare clients can navigate the various changes in social today. Mentions from the show: Meta’s shift to ‘community notes’ risks hurting online health info providers more than ever Meta’s New Content Policy Will Harm Vulnerable Users. If It Really Valued Free Speech, It Would Make These Changes How Will AI, Social Media, and Partnerships Shape Healthcare Marketing? Jenny Bristow on LinkedIn Hedy & Hopp Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
1 TP418 - Inclusivity Marketing, Design and the Impacts of Stigma 57:35
57:35 Play Later Play Later Lists Like Liked57:35
Play Later Play Later Lists Like LikedIn this episode, hosts Reed Smith and Chris Boyer discuss the elements of developing an inclusive digital patient experience strategy, why it matters and the impact it has on a healthcare organization. Melissa Fors Shackelford joins to share her insights in the impacts of stigma for certain populations and how inclusivity efforts in marketing and communications are most effective. Mentions from the Show: People with disabilities appear in 1% of TV ads The Simone Biles Effect: Destigmatizing Mental Health Breaks In Athletics And Beyond Why ADA Compliance Matters in Health Care Marketing Inclusive Marketing - Disabilities The Business Case for Inclusive Advertising Melissa Fors Shackelford on LinkedIn Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
In our annual “Best-of” 2024 show, hosts Reed Smith and Chris Boyer reflect back on the past year and the various episodes and topics we discussed, and share results from our annual listener choice awards, including favorite episode and favorite guest. Congratulations to all of our winners and thanks for making this show amazing! Mentions from the Show: Best Episode: #3: TP375 - What Does 'Digital First' Really Mean? #2: TP368 - How Consumerism Is Challenging Healthcare Leadership #1: TP367 - It's the End of Search as We Know It (and I Feel Fine) Best Guest: #3: Chris Bevolo #2: Ben Dillon #1: Carrie Liken Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
1 TP416: ICYMI - Is Patient Access Improving? 34:14
34:14 Play Later Play Later Lists Like Liked34:14
Play Later Play Later Lists Like LikedIn this week’s episode, hosts Reed Smith and Chris Boyer share their perceptions and insights on patient access - what it is, what internal and external factors are impacting access and then they dive into a recent study by Experian that implies that both patients and providers are feeling optimistic about access improvements in health systems. Lastly, they share some ways to implement a consumer-centric access strategy. Mentions from the Show: Experian Health Report: The State of Patient Access – 2024 Consumer-Centric Patient Access: Insights from Top Providers Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices…
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The US healthcare system is undergoing significant disruption due to innovations that fundamentally alter how services are delivered, how the market operates, or how patients are receiving care. In this episode, hosts Reed Smith and Chris Boyer outline five major disruptive trends and discuss how health systems need to prepare to be resilient through this disruption. Mentions from the Show: 2024 healthcare services outlook: Challenges and opportunities The healthcare disruptors expected to make an impact in 2024 Driving growth through consumer centricity in healthcare 2024 Outlook: 'Blurring of the lines' as providers, retailers and payers plotting primary care plays Moody's upgrades healthcare outlook from negative to stable for 2024 Healthcare’s next chapter: What’s ahead for the US healthcare industry A tough 2024 is on the horizon. Here's how Deloitte says healthcare leaders should prepare Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
1 TP414 - Surprise - This is a Touch Point Podcast About Toasters (Kinda) 1:02:49
1:02:49 Play Later Play Later Lists Like Liked1:02:49
Play Later Play Later Lists Like LikedAn annual feature of the Touch Point podcast is a retrospective look at other podcasts on our network. In this episode, hosts Reed Smith and Chris Boyer share two episodes of the newest podcast on the Touch Point Media Network - “Surprise, It’s Not a Toaster.” This show is hosted by Ed Bennett and Chris Boyer and is a lighthearted look at online experiences and their subsequent annoyances, unveiling innovative technology tools, and challenge Gen AI's limits. Give this a listen, and if you enjoy - be sure to like and subscribe. Mentions From the Show: Surprise - It’s Not a Toaster: Episode 22: CarPlay, Computer Monitors and Caterpillars Surprise - It’s Not a Toaster: Episode 29 – It’s All About the Algorithm TouchPoint 2024 Listener Survey Reed Smith on LinkedIn Chris Boyer on LinkedIn Ed Bennett on LinkedIn Chris Boyer website Ed Bennett of BlueSky Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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touch point podcast
1 TP413 - A Few of Our Favorite Interviews (2024 Edition) 1:23:40
1:23:40 Play Later Play Later Lists Like Liked1:23:40
Play Later Play Later Lists Like LikedIn this episode, hosts Reed Smith and Chris Boyer celebrate some of the most memorable guest interviews of the year. First, hear from Susannah Fox who discussed insights from her new book about digital innovation, then Jeremy Mittler joins for a good discussion on privacy-first advertising strategies. Lastly, Danny Fell joins to discuss healthcare disruption. These are a few of our best interviews of the year. Be sure to vote for your most favorite episode and favorite guest in our annual 2024 Touch Point Podcast Listener Survey . Mentions From the Show: TP370 – Has the Social Internet Democratized Patient Empowerment? Rebel Health book SusannahFox.com Susannah Fox on LinkedIn TP381 – Digital Advertising’s Role in Patient Experience Jeremy Mittler on LinkedIn TP383 – Does Consumerism Drive Disruption? Danny Fell on LinkedIn BVK.com TouchPoint 2024 Listener Survey Reed Smith on LinkedIn Chris Boyer on LinkedIn Chris Boyer website Chris Boyer on BlueSky Reed Smith on BlueSky Learn more about your ad choices. Visit megaphone.fm/adchoices…
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Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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