touch point podcast

touch point media
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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.

  1. 11h ago

    TP496 - The Loop Was Never Built to be Closed

    Ninety-eight percent of patients say feedback is easy to give. Half of them ever see anything come of it. Chris and Reed spend this episode on the half that goes quiet. The prompt came from the Alchemer 2026 Healthcare Experience Report, a vendor study Reed flagged in the TPS report. Its numbers do the setup work. Patients can speak, and about half watch nothing come back. The most useful finding is the one about the people who never responded at all. Roughly half of them said nobody asked. Only about ten percent said they figured it would not matter. The industry has been building campaigns to re-engage patients it never invited. Chris and Reed then push past the vendor data into the instrument the whole industry runs on. HCAHPS launched in 2006 as a standardized public accountability measure, and it does that job. It is also a payment mechanism. A quarter of a hospital's value-based purchasing score comes from it, and CMS withholds two percent of base operating DRG payments into the pool it feeds. When the score moves money, the organization manages the score. Saving one upset patient earns nothing on that scoreboard. Reed draws the line between a rating and a review, then finds the hole underneath both. A system can act on feedback, fix the process for the next patient, and the person who raised it never learns a thing. Healthcare is not built to be visible about its own quality improvement. He also names the unglamorous version of the problem, the intake screen where somebody keys in a fake phone number to advance to the next field, which quietly guarantees nobody can ever reach that patient again. In this episode, Chris and Reed cover: Why the silence after a bad experience is an invitation problem, not an apathy problem The 22-point gap between patients who feel acknowledged and patients who see action How a survey tied to reimbursement ends up managing a score instead of a relationship What Schwab and Apple settled fifteen years ago that healthcare still argues about Why a real-time feedback tool on a short-staffed unit can make things worse Feedback as an early safety signal, and why marketing usually owns the platform it arrives on Acknowledgment is not action. If the only thing that ever comes back to a patient is thanks for your feedback, you closed the ticket and left the loop open. Mentions from the Show: Alchemer, 2026 Healthcare Experience Report (vendor study, disclosed on air): https://www.alchemer.com/resources/e-guide/2026-healthcare-experience-report/ Penn LDI, Surveys of Hospital Patients Evolve to Use Email, Phone and Mail, 2025 (HCAHPS response rates, survey timing): https://ldi.upenn.edu/our-work/research-updates/surveys-of-hospital-patients-evolve-to-use-email-phone-and-mail-and-even-narratives/ Susan Edgman-Levitan, AHRQ CAHPS principal investigator, on response bias, 2025: https://www.patientguidesolutions.com/beyond-the-new-hcahps CMS Hospital Value-Based Purchasing, HCAHPS weighting and the 2% DRG withhold: https://www.cms.gov/medicare/quality/value-based-programs/hospital-value-based-purchasing Becker's Hospital Review, A New HCAHPS Survey for a New Year (Rick Evans, NewYork-Presbyterian e-survey pilot), 2024: https://www.beckershospitalreview.com/patient-experience/a-new-hcahps-survey-for-a-new-year/ The Beryl Institute, Closing the Loop: Using Real-Time Feedback to Improve Patient Experience (Providence Holy Cross): https://theberylinstitute.org/product/closing-the-loop-using-real-time-feedback-to-improve-patient-experience/ Bain & Company, Closing the Loop (Net Promoter System, Charles Schwab and Apple, inner and outer loop): https://www.bain.com/insights/closing-the-loop/ Press Ganey, patient safety and likelihood to recommend (measurement vendor): https://www.pressganey.com/resources/blog/patient-experience-2025-new-trends/ CMS Patient Safety Structural Measures, 2025 (patient and family involvement as one of five components): CONFIRM URL before publish Baldrige Performance Excellence Program, voice of the customer criteria: https://www.nist.gov/baldrige TP68, Yelp or HCAHPS: Which is Better to Measure Patient Experience? (May 2018): https://touchpoint.health/podcast/tp68-yelp-or-hcahps-which-is-better-to-measure-patient-experience/ Unbound Snacks, Chris's recommendation (flavored walnuts): https://www.unboundsnacks.com/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  2. Jul 8

    TP495 - Marketing Through the Messy Middle

    Reed Smith and Chris Boyer walk through why systems pursue scale, what the deal model captures well and the parts it tends to leave out, the patient experience, brand and digital continuity that rarely get their own line in the financial plan. McKinsey's early-2026 read has healthcare M&A shifting from buying new markets toward integrating what systems already own, with roughly 70 to 80% of provider deals now like-for-like consolidation, so the integration work is getting more attention than it used to. Then they are joined by their guest expert, Christine Albert. She has led marketing and experience through multiple integrations as a chief marketing and experience officer, and she calls this stretch the messy middle. She is practical about it. How to get marketing and digital into the deal conversation early. Why brand architecture is more than a logo lockup. Why the internal team should be the first audience you communicate with. And what the leaders who integrate well tend to do differently, starting sooner and treating the acquired team as an asset. In this episode, Chris, Reed and Christine cover: What a merger's financial model captures and what the integration work adds Where AI helps in an integration and where the work still runs on people How marketing, digital and experience earn a seat in the deal conversation early Why brand and internal communication shape how an integration lands What leaders who integrate well do differently from the first planning meeting If your system is in a deal, or headed toward one, this is a practical look at the work that shapes how it feels to patients and staff on the other side. touchpoint.health Mentions from the Show: Kaufman Hall, M&A Quarterly Activity Report Q1 2026 (22 transactions, strongest Q1 since 2020; Sutter and Allina 39-hospital, $26B): https://www.kaufmanhall.com/insights/research-report/ma-quarterly-activity-report-q1-2026 Kaufman Hall, 2025 Hospital and Health System M&A in Review (46 transactions, the quieter 2025 baseline): https://www.kaufmanhall.com/insights/research-report/hospital-and-health-system-2025-ma-review-uncertainty-transitions-continue McKinsey, US healthcare M&A: value through diversification, Feb 2026 (shift toward integration; 70 to 80% like-for-like): https://www.mckinsey.com/capabilities/m-and-a/our-insights/us-healthcare-companies-continue-to-create-value-through-diversification McKinsey, Healthcare private equity outlook, HPE Miami 2026 (operational execution ranked over financial engineering): https://www.mckinsey.com/industries/healthcare/our-insights/healthcare-blog/healthcare-private-equity-outlook-takeaways-from-hpe-miami-2026 PwC 2026 healthcare M&A outlook, via Fierce Healthcare, Dec 2025 (AI as a driver of margin and growth): https://www.fiercehealthcare.com/finance/key-trends-will-shape-healthcare-ma-activity-2026-pwc Christine Albert on LinkedIn: https://www.linkedin.com/in/christineyalbert/  Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  3. Jul 1

    TP494 - ICYMI: When AI Becomes the First Stop for Care

    This week's Touch Point is an encore. We are replaying TP470, "When AI Becomes the First Stop for Care." It aired in January, the same week OpenAI launched ChatGPT Health. Chris and Reed sat down with Brandon Scott of TenAdams and made a plain argument. For a growing number of patients, the health journey now starts inside an AI chat, before any health system enters the picture. Five months later the premise is no longer up for debate. By OpenAI's count, more than 230 million people ask health questions on ChatGPT every week, and roughly 40 million do it daily. The patient who shows up already holding an AI explanation of their lab results is now routine. What the original episode left open is the reason to replay it. TP470 asked how health systems would respond. The most visible answer so far is that they bought from the same company. OpenAI for Healthcare rolled out inside AdventHealth, Cedars-Sinai, HCA, Boston Children's, Stanford and other systems within a day of the consumer launch. In April, OpenAI put a free tool directly on clinicians' desks. The vendor that became the patient's first stop is now also the clinician's workspace and the enterprise platform. The front door, the exam room and the back office increasingly run through one synthesis layer. In this encore, Chris and Reed cover: Why AI became the first stop for care before most health systems had a strategy for it What ChatGPT Health actually does, and the line between "support" and "diagnosis" that OpenAI keeps drawing Where AI fills the gaps left by short appointments, fragmented records and limited access Why walled garden thinking is out of step with how patients now manage their health What changes when the tool patients trust and the tool clinicians use come from the same vendor If your digital strategy still treats the website as the first interaction, this episode was early to the problem and the problem only got bigger. Mentions from the Show: Original episode: TP470, When AI Becomes the First Stop for Care. https://touchpoint.health/podcast/tp470-when-ai-becomes-the-first-stop-for-care/ OpenAI, Introducing ChatGPT Health (Jan 7, 2026): https://openai.com/index/introducing-chatgpt-health/ OpenAI, Introducing OpenAI for Healthcare (Jan 8, 2026): https://openai.com/index/openai-for-healthcare/ Fierce Healthcare, OpenAI launches ChatGPT for Clinicians (Apr 30, 2026): https://www.fiercehealthcare.com/ai-and-machine-learning/openai-launches-chatgpt-clinicians-free-ai-tool-physicians-nps-and Advisory Board, Ty Aderhold on ChatGPT Health: https://www.advisory.com/daily-briefing/2026/01/12/chatgpt-health-ab-oi-ec TP476, Good Enough for People Is Not Good Enough for Machines: https://touchpoint.health/podcast/tp476-good-enough-for-people-is-not-good-enough-for-machines/ Brandon Scott on LinkedIn: https://www.linkedin.com/in/brandontascott/ TenAdams: http://tenadams.com Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  4. Jun 24

    TP493: Ghost Networks and the Reflex to Automate

    Chris Boyer and Reed Smith bring in two people who worked the problem from the inside. Chris Hemphill of Modular Feedback, who builds AI for a living, and Heather Nairn, a healthcare economist who reads this as an access problem first. The reflex across the industry is to point AI at the mess. Standardize the data, set some agents loose, let the model sort it out. Hemphill and Nairn tested that reflex against a plain deterministic workflow on exactly this job. The workflow won on accuracy, on speed and on cost. Their point is not that AI is useless here. It is that the most useful skill in this work is knowing when not to reach for it. The deeper problem is structural. Provider data is a commodity. Every payer and every health system chases the same handful of fields, guards its copy as proprietary, and rebuilds the same record in parallel. Every cycle spent on that is a cycle not spent on the access work that moves outcomes. Transportation, care coordination, the patient in crisis who just needs a number that connects. Mentions from the Show: U.S. Senate Finance Committee, Ghost Network Secret Shopper Study, May 2023: https://www.finance.senate.gov/imo/media/doc/050323%20Ghost%20Network%20Hearing%20-%20Secret%20Shopper%20Study%20Report.pdf HHS Office of Inspector General, behavioral health network issue brief, October 2025 (72% of listed clinicians non-participating) New York Attorney General, "Inaccurate and Inadequate: Health Plans' Mental Health Provider Directories" (EmblemHealth investigation) American Psychiatric Association class-action complaint against EmblemHealth, January 2026: https://psychiatryonline.org/doi/full/10.1176/appi.pn.2026.03.3.15 CMS Final Rule CMS-4208-F2, finalized September 2025 (MA directory data to Medicare Plan Finder by plan year 2027; 85% accuracy threshold) Ideon, CMS Provider Directory Requirements compliance guide, March 2026 (48.74% of MA provider locations carry at least one inaccuracy): https://ideonapi.com/resources/blog/cms-provider-directory-requirements-a-complete-compliance-guide-for-2026-2027/ JAMA, AI-assisted directory inconsistency study, University of Colorado researchers (81% of physicians show inconsistencies), via Healthcare Dive: https://www.healthcaredive.com/news/inconsistent-physician-directories-no-surprises-act/645307/ Modular Feedback (Chris Hemphill), deployment write-up: https://modularfeedback.com/blog Chris Hemphill on LinkedIn: https://www.linkedin.com/in/chrishemphill/ CONFIRM handle Heather Nairn on LinkedIn: CONFIRM URL Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  5. Jun 17

    TP492: The Inconvenience Threshold

    We have spent years pulling friction out of healthcare. That work is right and it should keep going. This week Reed Smith and Chris Boyer come at it from the other side and ask what the friction that remains is trying to tell us. The frame comes from Jon Acuff, who argues that the size of the inconvenience a person will tolerate points to what they actually value. Aim that at patients and the data gets more honest than any survey. A patient who drives forty minutes past three closer hospitals for a specific surgeon is showing you a commitment you could never manufacture. A patient who hits a wall of hold music and no-shows rather than fight through it is showing you something too. The first is loyalty. The second is a system breaking in a way the industry keeps logging as patient disengagement. One thing complicates the read. Tolerance only counts as a signal when the patient had a choice. The drive past closer options can be a referral lock, a narrow network, a single in-network plan or rural geography with no second door. Read that patient as loyal and you let an access failure pass as a win. Then Reed and Chris flip the lens onto the organization. The initiatives that survive a budget cycle or a leadership change tend to be the ones where someone absorbed real organizational pain on purpose. Most good ideas in healthcare don't fail because they were wrong. They stall because the inconvenience of doing them outran the conviction behind them. In this episode, Chris and Reed cover: Why a patient's tolerance for friction reads more honestly than a satisfaction score The line between the friction tax you impose and the friction patients accept on purpose When loyalty is really a captured patient with no alternative The four inconveniences that quietly kill good initiatives inside a health system How to score an initiative's inconvenience against the commitment behind it If purpose shows up in what you're willing to put up with, your roadmap already knows which bets you believe in. Mentions from the Show: Accenture, patient loyalty and provider selection research (access as a top factor when choosing a provider): https://www.accenture.com/us-en/insightsnew/health/difference-between-loyalty-leaving TP483, The Market That Competition Forgot: https://touchpoint.health/podcast/ CONFIRM slug TP485, Digital Equity Is Health Equity: https://touchpoint.health/podcast/ CONFIRM slug Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  6. Jun 10

    TP491: The Five Signals: How Healthcare Keeps Missing What's Already Visible

    Chris Boyer and Reed Smith run a forensic walk through five dated, citable moments where the future of healthcare consumerism was sitting in published research before the industry moved. The Pew health-seeker data in 2000. ePatient Dave's "Gimme My Damn Data" keynote in 2009, which took twelve years to reach the Information Blocking Rule. Mobile crossing into everyday health behavior by 2012. Apple, Amazon and Haven all declaring healthcare a priority inside twelve months in 2018 and 2019. Peer-reviewed AI matching dermatologists in 2017, three years before most people had heard of ChatGPT. The signals were never really about the technology. Each one was a permission a consumer gave themselves. Permission to research without asking. Permission to demand their data. Permission to expect everywhere and anytime. Permission to compare a hospital to Apple. Permission to skip the front door. Name the permission and you have found the signal. Five artifacts, each with a date and a source, and the same defensive industry response to all of them A six-marker test that tells you whether you are inside a signal while it is still a signal, not after Why the permission shift is the marker most teams miss, and the permission patients are taking right now The scoreboard for today: agentic AI as the new front door, the death of click-through, the restructuring of primary care, and voice The one current signal that breaks the pattern, and why ambient documentation moved fast when nothing else did The honest finding is uncomfortable. Three of today's four signals score 5 or 6 out of 6 on the same markers that flagged every past miss. The fourth, voice, scores about 3, and it shows what breaks the pattern. Ambient documentation moved quickly because it helps clinicians and patients in the same motion, so the internal politics line up instead of fighting. If you can name the permission your patients are taking right now, you have found the signal. The only question left is whether you act inside the window or wait for the deadline. Mentions from the Show: Pew Research Center, The Online Health Care Revolution, Rainie and Fox, November 2000: https://www.pewresearch.org/internet/2000/11/26/the-online-health-care-revolution/ Pew Research Center, Health Online 2013, Fox and Duggan, January 2013: https://www.pewresearch.org/internet/2013/01/15/health-online-2013-2/ deBronkart and Eysenbach, Gimme My Damn Data (and Let Patients Help!): The #GimmeMyDamnData Manifesto, JMIR, November 2019: https://www.jmir.org/2019/11/e17045/ Esteva et al., Dermatologist-level classification of skin cancer with deep neural networks, Nature, January 2017: https://www.nature.com/articles/nature21056 Tom Ferguson and the e-Patient Scholars Working Group, e-Patients: How They Can Help Us Heal Healthcare, Robert Wood Johnson Foundation, 2007: https://participatorymedicine.org/e-Patient_White_Paper_with_Afterword.pdf Tim Cook on CNBC's Mad Money, full transcript, January 8 2019: https://www.cnbc.com/2019/01/08/apple-ceo-tim-cook-interview-cnbc-jim-cramer-transcript.html Kyndryl, Healthcare Readiness Report, March 2026 (76% report more AI pilots than they can scale): https://www.kyndryl.com/in/en/about-us/news/2026/03/healthcare-readiness-report-findings Dave deBronkart, Meet e-Patient Dave, TED: https://www.ted.com/talks/dave_debronkart_meet_e_patient_dave Eric Topol, Deep Medicine, Basic Books, 2019: https://www.hachettebookgroup.com/titles/eric-topol/deep-medicine/9781541644649/ Eric Topol, The Patient Will See You Now, Basic Books, 2015 Clayton Christensen, Jerome Grossman, Jason Hwang, The Innovator's Prescription, McGraw-Hill, 2009 Dave deBronkart, Let Patients Help!, 2013 Society for Participatory Medicine: https://participatorymedicine.org/ TP483, The Market That Competition Forgot: https://touchpoint.health/podcast/tp483-the-market-that-competition-forgot/ TP478, The Journey Nobody Told Operations About: https://touchpoint.health/podcast/tp478-the-journey-nobody-told-operations-about/ TP457, The Patient Maze: Smarter Tools, Same Old Problems: https://touchpoint.health/podcast/tp457-the-patient-maze-smarter-tools-same-old-problems/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  7. Jun 3

    TP490: Built for Visits, Not Relationships

    Chris Boyer and Reed Smith walk through why the gap is structural rather than a marketing problem, then close with David Middendorf at Monigle on what Volume 9 actually says about where consumers are right now. Why engagement in health and engagement with healthcare have decoupled, and what the avoidance number among the most engaged segment actually means The structural reasons the operating model can't win this space, from P&L logic to service-line measurement to where wellness programs sit on the org chart The DTC and subscription brands that took categories that used to be referrals inside a health system, and built continuous relationships around them Why a majority of consumers now believe a technology company is more likely to revolutionize healthcare than a traditional system or provider Trust, local knowledge, the provider relationship, the clinical record, and what it would take to actually deploy those as competitive advantages David Middendorf on the "window not a wave" framing, AI as connective tissue for what Monigle calls a Living System of Experiences, and the three keys to the future: listening, personalization, wellness David Middendorf leads the Humanizing Brand Experience research at Monigle. Volume 9 is the ninth annual installment of the firm's flagship study of healthcare consumer behavior. He joins the show to walk through what the new data is saying and what health system brand and experience leaders should do about it. If your strategy deck still treats the space between sick visits as future state, the disruption has already happened and you missed it. Mentions from the Show: Monigle, Humanizing Brand Experience Vol. 9: Healthcare Edition, 2026: https://www.monigle.com/insights/humanizing-brand-experience-volume-9-healthcare-edition David Middendorf on LinkedIn: https://www.linkedin.com/in/dave-middendorf-195b924/ Monigle: https://www.monigle.com/ Global Wellness Institute, Global Wellness Economy Monitor 2025, November 2025: https://globalwellnessinstitute.org/industry-research/2025-global-wellness-economy-monitor/ Global Wellness Institute, US Wellness Economy Reaches $2 Trillion, March 2025: https://globalwellnessinstitute.org/press-room/press-releases/gow-us-econ-valued-at-2trillion/ Kaufman Hall, National Hospital Flash Report, December 2025 data, February 2026: https://www.kaufmanhall.com/insights/research-report/national-hospital-flash-report-december-2025-data HealthLeaders, Hospital Margins Stabilize as 'New Normal' Takes Hold, February 2026: https://www.healthleadersmedia.com/ceo/hospital-margins-stabilize-new-normal-takes-hold Hims & Hers Health, Q4 and Full Year 2025 Financial Results, February 2026: https://investors.hims.com/news/news-details/2026/Hims--Hers-Health-Inc--Reports-Fourth-Quarter-and-Full-Year-2025-Financial-Results/default.aspx TP481, Building the Schema App With Martha Van Berkel: https://touchpoint.health/podcast/tp481-building-the-schema-app-with-martha-van-berkel/ TP488, A Marketing-Led Approach to Patient Reactivation: https://touchpoint.health/podcast/tp488-a-marketing-led-approach-to-patient-reactivation/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

  8. May 27

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

    For twenty years, hearing the patient meant owning a Voice of Customer program. A survey, a tool, a dashboard you showed the board. On May 18, Qualtrics closed its 6.75 billion dollar acquisition of Press Ganey Forsta. The instrument the majority of U.S. hospitals use to hear their patients is now part of a cross-industry experience platform with its own roadmap. Chris Boyer and Reed Smith take that deal apart and ask who, inside the building, still works for the patient once the listening tool belongs to someone else. This is the third Touch Point in a row circling the same observation. TP485 argued digital equity is a clinical operations problem the health system can no longer outsource. TP487 argued the front door moved off the property. TP489 closes the pattern. The listening apparatus moved too. The episode argues marketing should stop being the collector of patient voice and become its advocate. Owning a program means making the signal presentable. Advocacy means being the named person accountable for the patient's voice surviving contact with a budget meeting. That role has a cost, and the episode names it plainly. If your health system would not fund a single internal advocate to carry the patient's voice into the room, you have already priced what that voice is worth to you. Mentions and links: Qualtrics, Qualtrics Acquires Healthcare Experience Leader Press Ganey Forsta for $6.75 Billion, PR Newswire, May 2026: https://www.prnewswire.com/news-releases/qualtrics-acquires-healthcare-experience-leader-press-ganey-forsta-for-6-75-billion-302774876.html Becker's Hospital Review, Qualtrics completes $6.75B deal for Press Ganey, May 2026: https://www.beckershospitalreview.com/digital-health/qualtrics-completes-6-75b-deal-for-press-ganey/ CMSWire, After Uncertainty, Qualtrics Closes Deal on $6.75B Press Ganey Forsta Acquisition, May 2026: https://www.cmswire.com/customer-experience/after-uncertainty-qualtrics-finalizes-6-75-billion-acquisition-of-press-ganey-forsta/ Healthcare IT News, Qualtrics eyes a data engine to predict the experiences patients want, May 2026: https://www.healthcareitnews.com/news/qualtrics-eyes-data-engine-predict-experiences-patients-want AHA Center for Health Innovation, What the Qualtrics Acquisition of Press Ganey Forsta Will Mean for Health Care, October 2025: https://www.aha.org/aha-center-health-innovation-market-scan/2025-10-14-what-qualtrics-acquisition-press-ganey-forsta-will-mean-health-care Qualtrics, Synthetic Data for Market Research FAQ, February 2026: https://www.qualtrics.com/articles/strategy-research/synthetic-data-market-research/ b2b International, AI in Market Research: The Limitations of Synthetic Data, August 2025: https://www.b2binternational.com/publications/ai-in-market-research-the-limitations-of-synthetic-data/ Customer Experience Dive, How synthetic data might shape consumer research, November 2024: https://www.customerexperiencedive.com/news/synthetic-data-consumer-research-customer-journey-qualtrics/732408/ Bain & Company, How Synthetic Customers Bring Companies Closer to the Real Ones, June 2025: https://www.bain.com/insights/how-synthetic-customers-bring-companies-closer-to-the-real-ones/ CMS, HCAHPS: Patients' Perspectives of Care Survey, 2025: https://www.cms.gov/medicare/quality/initiatives/hospital-quality-initiative/hcahps-patients-perspectives-care-survey Learn more about your ad choices. Visit megaphone.fm/adchoices

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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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  • Creator
    touch point media
  • Years Active
    2017 - 2026
  • Episodes
    558
  • Rating
    Clean
  • Copyright
    touch point media © 2023. All rights reserved.
  • Show Website
    touch point podcast

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