TP426 - Addressing the P Word (Personalization) in Health Care

Consumers 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

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