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Senior-Level Digital Health Strategist with 10+ years of experience driving change and…
Articles by Chris
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Chris Boyer shared thisCarrie Liken said this on our show in 2019. Years before AI hit mainstream, but she clearly saw something disrupting coming. Your website was no longer where people decided about you. The search results were. We built a whole chapter of the book around that shift, because she saw it early and she was right. Grab the free book here: https://lnkd.in/gAW2v5BHChris Boyer shared thisBack in 2019, Carrie Liken told us the search box had quietly become the front door to healthcare. Patients were typing in symptoms and insurance and star ratings, and whoever answered best got the visit. Years later that is just how it works. Her conversation opens our new book, and it holds up better than most predictions from that era. Read the new book from the hosts of the Touch Point Podcast: Healthcare's Long Walk to the Patient, available as a free download here: https://lnkd.in/gAwZcN6c
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Chris Boyer shared thisLinkedIn added a "Seems like AI slop" button at the end of July and more than a million people have clicked it since. I find that genuinely funny and also a signal. Five days before Reed Smith and I recorded this week's episode, Pew put out a report indicating about one in ten web pages now shows signs of AI authorship. That's more than a third of everything published since ChatGPT launched. Reed and I went back and forth on this and wondered if your response to all of this is to run your pages through a detector and edit until the score drops, you're still writing toward (and for) the machine. Then Lacey Reichwald from Aha Media Group joins and reframes the whole thing: content creation is the most popular place people point AI bit it's not where the efficiency actually is. Episode linked below.Chris Boyer shared thisNew #TouchPoint #podcast: Pew Research Center just counted how much of the internet is written with AI since ChatGPT launched. Roughly one page in ten online shows signs of AI writing. Chris Boyer and Reed Smith work through the four markers Pew measured and the structural tells they did not count. Ironically, those very measures are ones that Google Search Central actually rewards, illustrating areas in which AI writing can earns its place in content production. Then Lacey Reichwald of Aha Media Group joins for Ask the Expert with the finding that reframes it. Content creation is the most popular use of AI in marketing departments but it is not where the efficiency lives. Link here or wherever you get your podcasts: https://lnkd.in/g7KKR6uc #HealthcareMarketing #HealthcareAI #ContentStrategy #DigitalHealth #HealthcareLeadership #SEO #HealthSystems
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Chris Boyer shared thisLast September, OptimizeRx and Lamar announced a partnership that maps national billboard inventory against disease prevalence data at the neighborhood level. It got almost no attention outside the trade press. Pharma has been moving serious money into out of home at the same time. More than sixfold since 2016. And the pitch being sold to healthcare marketers' is that OOH is stable, trusted and brand safe. But trusted and unexamined are not the same thing. Reed Smith and I got into all of it on our latest episode, including a piece of advertising history from the 1970s. Plus, it's important to note that health systems don't have pharma's regulatory problem. But we do have a long habit of borrowing pharma's lead. Listen to the podcast (linked below or in your favorite podcast streaming platform). And for those of you buying out of home right now: has anyone on your team asked the vendor what data informs placement, and did you get a straight answer?Chris Boyer shared thisNew on #TouchPoint: Pharma investment in out of home advertising rose more than sixfold between 2016 and 2024, per OAAA data shared with Fierce Pharma, while the FDA tightened the rules on broadcast drug ads and told sponsors that deceptive advertising had become the norm on social. Chris Boyer and Reed Smith take apart the pitch behind that move. Out of home is being sold to healthcare marketers as stable, trusted and brand safe. The episode tests whether trusted is doing the work in that sentence or whether unexamined is. Then the conversation goes back to 1971, when cigarette ads left television and the money went somewhere else instead of going away. What happened after that took decades to catch up with, and the parallel to right now is closer than it should be. The last stretch is for health system marketers, who carry none of pharma's drug claims exposure and every temptation to copy pharma's response to it anyway. Listen at https://lnkd.in/gR76rKXD or wherever you get your podcasts. #HealthcareMarketing #DigitalHealth #OutOfHome #HealthcareStrategy #MediaBuying #HealthcareLeadership #PatientPrivacy
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Chris Boyer shared thisThere are 4.7 million podcasts registered worldwide. About 527,000 have published anything in the last 90 days. A small fraction of those reach 500 episodes. Reed Smith and I hit 500 this week and to celebrate, we wrote a book about why, then recorded an episode arguing with it. We used AI to help us with our archive and it was genuinely good at that. But when it started deciding what our own arguments meant, the writing got smoother and less true at the same time. That part is in the book too. Our new eBook: "Healthcare's Long Walk Toward the Patient" is free. 10 chapters, 26 guests. Grab it here: https://lnkd.in/gC_AVMjK And for those of you inside health systems: what is the thing your organization agrees is a problem, has agreed for years but still has not funded? Might make for a good future episode topic! Listen and download!Chris Boyer shared thisNew #touchpoint #podcast: Five hundred episodes in, the honest finding is that being right early changed almost nothing. For episode 500, Chris Boyer and Reed Smith wrote a book about why nine years of correct diagnosis produced so little movement, then spent the episode arguing with it. They cover how AI helped build it and exactly where it failed, the calls they got wrong, and the access admission they say plainly on air. The new eBook "Healthcare's Long Walk Toward the Patient" is free. Ten chapters, 26 guests. Get the book here: https://lnkd.in/gipHWWsB Listen to our podcast here: https://lnkd.in/gw3V4dM5 #HealthcareMarketing #DigitalHealth #PatientExperience #HealthcareAI #PatientAccess #HealthSystems #HealthcareLeadership
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Chris Boyer shared thisI actually believe that when it comes to patient-facing AI, our industry should not move at Silicon Valley speed. We need to move at the speed of accountability. Watch the clip below and then watch the entire debate in the link below to hear how John Berndt and I frame this argument. Where do you land?Chris Boyer shared thisIs patient-facing AI the fastest path to more human-centered care? Not everyone agrees and that's the point. Chris Boyer Digital Health Engagement Expert, touch point media and John Berndt, SVP Health Americas at Valtech go head-to-head on one of healthcare's most debated questions. Drawing on real use cases, they challenge each other's assumptions at every turn. Two experienced voices, two very different takes, captured live at HMPS26 in Salt Lake City. 👇 This is just the preview.
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Chris Boyer shared thisOn July 1, the House Ways and Means Committee advanced a bill that would require nonprofit hospitals to report the number of financial assistance applications they granted and denied, and their advertising spend, on the same IRS form. Those two numbers have never been printed next to each other. If it becomes law, every health system's acquisition budget will sit a few lines from how many patients it turned down for help paying a bill. Federal law has required hospitals to publicize financial assistance for over a decade, in specific channels, in plain language, aimed at the people most likely to need it. The requirement reads like a creative brief. But it lives in the compliance. On this week's #podcast, Reed and I dig into who owns the patient's financial experience. Then Cassandra S. of Xsolis joins us from inside revenue cycle, where the bill actually gets produced. A question for those of you in health system marketing. Has anyone on your team ever been asked to review a billing statement or rewrite the financial assistance page? I want to know how many have, and what happened when you tried. Listen to the podcast below and let me know your thoughts.Chris Boyer shared thisNew #TouchPoint #podcast: HCAHPS produces 11 publicly reported measures of patient experience and not one of them asks about a bill. The survey goes out between 48 hours and six weeks after discharge, so a patient can rate your hospital before their billing statement arrives. I Chris Boyer and Reed Smith work through what that gap costs, and what federal law has already assigned to marketing without anyone in marketing reading it. Section 501(r)(4) requires nonprofit hospitals to reach the people most likely to need financial assistance, in their language, in plain words. That sounds like a marketing brief (targeting, communications, translation and even good online CTAs). Then Cassandra S. of Xsolis joins to discuss what revenue cycle sees about a patient that marketing never does, and where accountability has to sit once part of the decision is automated in this great conversation. Listen here or on your favorite podcast listening platform: https://lnkd.in/gJPJcH5m #HealthcareMarketing #PatientExperience #RevenueCycle #HealthcareLeadership #PriceTransparency #DigitalHealth #HealthcareStrategy
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Chris Boyer shared thisIn 2022, more than 30% of US adults had no usual source of care, the highest level in a decade. That was a year of historically high insurance coverage. The federal government counts these people. In the same year's National Health Interview Survey, 21.7% of adults delayed or skipped care for a nonfinancial reason. Not cost. About one in ten simply could not find an available appointment. But our own health systems typically don't track this. Conversion rate counts people who booked. Satisfaction scores survey people who got care. Market share counts patients who landed somewhere. Everything we trust describes people who finished something, so the person who tried and quit leaves no trace at all. On this week's #podcast, Reed and I argue that an abandoned provider search is the earliest visible moment of someone falling out of care, and that it happens to sit inside a tool marketing already owns. Then Sondra Brown and Chris Pace share research on the digital front door, and what happens to people who cannot find a new primary care doctor online. Most of them are not choosing a competitor. Does anyone in your organization own a number for the people who came looking and left?Chris Boyer shared thisNew #TouchPoint #podcast: No healthcare consumer can properly evaluate the clinical efficacy of their encounter prior to receiving care. So potential patients judge what they can see - the website, the search results and whether they could get an appointment. Chris Boyer and Reed Smith make the case that this judgment is rational rather than unfair. More than 30% of US adults lacked a usual source of care in 2022, the highest in a decade, and nothing inside a health system counts the ones who tried and quit. Then Sondra Brown of MDRG, Inc. and Chris Pace of SearchStax bring their research on the digital front door, including what happens to people who cannot find a new primary care doctor online. Listen in here: https://lnkd.in/gJnNAPv4 #HealthcareMarketing #PatientExperience #DigitalHealth #HealthcareLeadership #PatientAccess #HealthcareStrategy #HealthTech
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Chris Boyer shared thisOne of the biggest questions in healthcare right now isn't whether patients will use AI. It's whether health systems will give them AI they can actually trust. Patients are already asking ChatGPT and other AI tools questions about symptoms, medications, diagnoses, and treatment options. That behavior isn't coming. It's already here. The real challenge for healthcare organizations is figuring out how to meet patients where they are without sacrificing safety, transparency or clinical responsibility. That's why I enjoyed my conversation with Aaron Patzer, CEO and Co-Founder of Vital.io. We talked about what responsible patient-facing AI actually looks like. Not the hype, but the practical work of building tools that patients can trust and health systems can confidently stand behind. This is what we talked about: • Why "safe AI" requires more than a good large language model • The responsibility health systems have when introducing AI directly to patients • How transparency and clinical oversight build trust • Whether industry standards can move faster than regulation • Practical questions every organization should ask before deploying patient-facing AI If your organization is exploring AI for patient engagement, digital experience, or consumer health, I think you'll find this conversation worthwhile. And I'd also love to hear your perspective: What do you think is the biggest barrier to deploying patient-facing AI responsibly today?Chris Boyer shared thisOur CEO Aaron Patzer joined Chris Boyer for a conversation recorded at the Healthcare Marketing & Physician Strategies Summit in Salt Lake City, discussing the safe and responsible use of AI in patient communications. It's an insight packed discussion with practical takeaways for healthcare marketing and strategy leaders navigating AI adoption. 🎧 Watch the full interview here: https://lnkd.in/gpzrrvUT #Patientexperience #Patientcommunication #Vital #HMPS26Live from HMPS26 | Aaron Patzer: Safe AI Starts with Better StandardsLive from HMPS26 | Aaron Patzer: Safe AI Starts with Better Standards
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Chris Boyer shared thisChatGPT reached 100 million users in about two months. When the web arrived, it took most of a decade for a majority of American adults to start looking up health information online. Same trajectory, wildly different clock. That gap is why I get nervous when someone says we've seen this before about AI. The sentence is usually right. The internet was called a fad and it won, so doubting new technology is a bad bet. But being right about the last wave is not the same as being right about this one. The analogy breaks in a specific place. The web moved information you could still judge by its source. An AI answer arrives with no source to check in the same confident tone whether it is right or wrong. On this week's #touchpoint episode, Reed Smith and I test when "we've seen this before" is wisdom and when it is a way to stop innovating. Then Kathy Divis and Michael Schneider of Greystone mark 30 years of HCIC and the pattern they have watched repeat since they began this conference. Here is my question for those of you who lived through digital transitions in healthcare: what is the one lesson from it you think actually carries over to AI, and the one you think does not? Link to the podcast below.Chris Boyer shared thisNew #touchpoint #podcast: For thirty years, healthcare has addressed every new technology with the same four words: we've seen this before. The question this episode asks is whether being right about previous healthcare technology tells you anything about AI. Chris Boyer and Reed Smith build the strongest version of that reflex and then find where it breaks down. Then Kathy Divis and Michael Schneider of Greystone.Net mark 30 years of HCIC and the pattern they have watched repeat from the internet to CRM to AI. They also share a sneak peek at this fall's conference. Listen in: https://lnkd.in/gBm93rhD #HealthcareMarketing #AIinHealthcare #DigitalHealth #HealthcareLeadership #HealthTech #HealthcareStrategy #HCIC
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Chris Boyer liked thisChris Boyer liked thisThat’s a wrap on House Call Laguna Beach! The conversations were deep, the demos were sweet, and the views were unbeatable. For me, the cherry on top was getting to reunite with Opeyemi Oluwole, who’s played a major role in my professional and personal development as a healthcare leader. In case you haven’t heard: the future belongs to healthcare organizations who embed privacy in every corner of their marketing, workflows, and systems, and I am honored to be on that journey with Freshpaint and our incredible customers and partners!
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Chris Boyer liked thisThis was a timely chat with Chris Boyer. As you probably know, LinkedIn recently added a "Seems Like AI Slop" button. First, they prompted us to rewrite all of our posts with AI. Now they are asking us to flag it for them. Why? Because we, as a collective, are sick of it. And content writing was never AI's best use case anyway. It's actually the worst one (IMO). The whole game in marketing is standing out, and AI writing does the opposite. If we're prompting the same models, models trained on all the same content, our outputs will be largely the same. The least common denominator. Boring. How can you stand out in that environment? How can you expect anyone to keep reading when they have read it somewhere else before? So how should marketing teams be using AI? I share some ideas in the touch point media podcast below. For more on the topic of AI-slop-backlash, I also highly recommend this article and video podcast from Joe Lazer and Shane Snow: https://lnkd.in/eAEiYPmC cc: Aha Media GroupChris Boyer liked thisNew #TouchPoint #podcast: Pew Research Center just counted how much of the internet is written with AI since ChatGPT launched. Roughly one page in ten online shows signs of AI writing. Chris Boyer and Reed Smith work through the four markers Pew measured and the structural tells they did not count. Ironically, those very measures are ones that Google Search Central actually rewards, illustrating areas in which AI writing can earns its place in content production. Then Lacey Reichwald of Aha Media Group joins for Ask the Expert with the finding that reframes it. Content creation is the most popular use of AI in marketing departments but it is not where the efficiency lives. Link here or wherever you get your podcasts: https://lnkd.in/g7KKR6uc #HealthcareMarketing #HealthcareAI #ContentStrategy #DigitalHealth #HealthcareLeadership #SEO #HealthSystems
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Chris Boyer liked thisChris Boyer liked thisIn our latest HMPS Conversation Podcast, recorded live at #HMPS26, Chris Pace and Stewart Gandolf discuss the findings from a national survey of 1,000 consumers focused on the connection between digital experience and trust. Their conversation looks at how consumers judge healthcare organizations through their digital experiences, why search and website interactions can influence perceptions long before a patient walks through the door, and where marketing and digital leaders should focus as expectations continue to rise. One of the important takeaways: digital experience isn’t simply a technology issue. It’s increasingly a trust issue. Do you have a session that you'd like to share with your colleagues on this issue? If so, please let us know! https://lnkd.in/gjwYh_rZ But, first, I encourage you to watch this podcast! https://lnkd.in/g32nHkYz SearchStax Healthcare Success Forum for Healthcare Strategists HealthSight Media
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Chris Boyer liked thisChris Boyer liked thisIf you’re a woman in healthcare and looking to build a meaningful network, I get it. It can feel overwhelming. Over my career, I’ve been really intentional about building mine, and a few organizations have made a real difference that I can't recommend enough: The Women's Health Leadership TRUST (whltrust.org), if you’re in Minnesota/Wisconsin. It’s been a huge part of my journey and a community I’ve been proud to serve as a board member for the last 5+ years. WBL (Women Business Leaders of the US Health Care Industry Foundation) (wbl.org), a national organization that walks the walk and shows up for women in healthcare. You can feel the support in every interaction. This year I'm serving on their board program faculty and am honored to be able to give back to an organization that has given so much to me! And finally, the American Hospital Association's Society for Health Care Strategy & Market Development (SHSMD) (shsmd.org) . Not just for women, but an incredible space for anyone in healthcare marketing, communications, or strategy. I’ve recently joined their advisory board, and the level of collaboration and learning is something special. Building a network takes time. But when you find the right communities, it starts to feel a lot more like belonging. As always, I love to talk about these organizations so please reach out if you'd like to learn more! #wbl #whltrust #shsmd #americanhospitalassociation #networking #womeninhealthcare
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Chris Boyer liked thisChris Boyer liked thisWhat does it really take to deliver on your brand promise? Elizabeth Daugherty explored that question during her session with Douwe Bergsma at #HMPS26 ... and now continues the conversation with Chris Boyer in Episode 9 of our Live from HMPS26 podcast series. Drawing on her experience at Delta Air Lines, Elizabeth shares what she’s learned about translating customer experience principles to healthcare ... and why it always begins with "listening." Hear: • Why experience is how you bring your mission and brand promise to life. • Why listening to patients, families, and employees has to come before designing solutions. • How to turn feedback and data into meaningful, actionable improvements. • Why the employee experience and patient experience are so closely connected. • Why healthcare organizations should focus less on what everyone else is doing, and more on what their own customers and employees are telling them. Brand, experience, and trust were important themes at #HMPS26 ... and they’ll be at the heart of many conversations at #HMPS27 as well! Listen: https://lnkd.in/eBNEyerK touch point media HealthSight Media Judy NeimanLive from HMPS26 | Elizabeth Daugherty: From Brand Promise to Patient ExperienceLive from HMPS26 | Elizabeth Daugherty: From Brand Promise to Patient Experience
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Chris Boyer liked thisChris Boyer liked thisTwo things I love most... talking about healthcare data privacy and living out my millennial dreams. Can't wait to join Freshpaint in Laguna Beach this week.
Experience & Education
Publications
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Bring the Social Media Revolution to Healthcare
Mayo Clinic Center for Social Media
A century ago, the medical establishment considered Dr. Will and Dr. Charlie Mayo radicals because of their integrated approach to health care. Today, Mayo Clinic Center for Social Media continues that legacy by inviting practitioners, patients, and caregivers to become actively engaged with one another for the sake of health and wellness. Social media makes this possible.
Bringing the Social Media Revolution to Health Care goes beyond “how to” and presents strategic reasons to…A century ago, the medical establishment considered Dr. Will and Dr. Charlie Mayo radicals because of their integrated approach to health care. Today, Mayo Clinic Center for Social Media continues that legacy by inviting practitioners, patients, and caregivers to become actively engaged with one another for the sake of health and wellness. Social media makes this possible.
Bringing the Social Media Revolution to Health Care goes beyond “how to” and presents strategic reasons to integrate social media into healthcare marketing and communications. Essays by thought-leaders and hands-on participants in health care social media bring the strategy and practice of social media to lifeOther authorsSee publication -
Frontiers of Health Services Management
Health Administration Press
Health Administration Press is a division of the Foundation of the American College of Healthcare Executives (ACHE). Founded in 1972 with support from the W. K. Kellogg Foundation, Health Administration Press has grown from a small office on the campus of the University of Michigan to one of the largest publishers of books and journals on all aspects of health services management, including textbooks for use in undergraduate and graduate courses.
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THE THOUGHT LEADERS PROJECT: HOSPITAL MARKETING
The Thought Leaders Project
Written for the marketer in the field using everyday language, examples, and case studies that will help all members of a hospital marketing department do their jobs better while spending marketing dollars wisely.
The Thought Leaders Project: Hospital Marketing, is co-written by a team of marketing thought leaders in the healthcare industry. The book is a compilation of healthcare marketing insights, tips, and best practices written by leading hospital marketers. The book itself covers a…Written for the marketer in the field using everyday language, examples, and case studies that will help all members of a hospital marketing department do their jobs better while spending marketing dollars wisely.
The Thought Leaders Project: Hospital Marketing, is co-written by a team of marketing thought leaders in the healthcare industry. The book is a compilation of healthcare marketing insights, tips, and best practices written by leading hospital marketers. The book itself covers a variety of topics such as the application of digital marketing strategies to patient acquisition, patient experience, patient retention, and service line marketing. With articles from the likes of Lee Aase, Chris Boyer, Dan Dunlop we are empowered with the tools and inspired to take action to impact the very lives of the patients we serve.Other authorsSee publication
Honors & Awards
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2018 Healthcare Internet Hall of Fame Inductee - "Most Innovative Individual
Healthcare Internet Hall of Fame
"Chris Boyer is known to healthcare marketers as a digital strategist and creator who understands the full spectrum of online tools available. He has been an enthusiastic, consistent and tireless promoter of digital media in healthcare. From websites and social media to CRM and marketing automation, he seeks to find the right solutions for the companies he advises. He shares his knowledge for the good of the community and not only embraces change - he helps others successfully navigate through…
"Chris Boyer is known to healthcare marketers as a digital strategist and creator who understands the full spectrum of online tools available. He has been an enthusiastic, consistent and tireless promoter of digital media in healthcare. From websites and social media to CRM and marketing automation, he seeks to find the right solutions for the companies he advises. He shares his knowledge for the good of the community and not only embraces change - he helps others successfully navigate through it. Chris currently serves as Director, Digital Strategy & Analytics, at Fairview Health Services, Minneapolis, Minnesota. He also co-hosts podcasts for touch-point media, which produces podcasts dedicated to discussions on all things healthcare, including digital marketing and online patient engagement strategies, CIO and technology strategies, the challenges of the online physician, and the power of the e-patient. Prior to Fairview, he held positions in digital marketing and strategy at ReviveHealth, Northwell Health, Inova Health Systems and Healthgrades." http://hihof.com/hall-of-fame-inductees/innovative-individuals/2018-innovative-individuals
Languages
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German
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