The Future of Service: Using Technology to Bolster Customer Engagement

By Steven Eisner and Kevin Chlopecki

The COVID-19 pandemic has changed the way people work, live, and communicate. In healthcare, hospitals and outpatient facilities have leaned heavily on telemedicine and connected technologies—for socially distant or at-home care—to sustain patient care and keep their own businesses physically and fiscally healthy.

Consider that during the height of the COVID-19 pandemic from March to December 2020, hospital and health systems had total losses exceeding $323 billion, according to the American Hospital Association. On top of that, healthcare traditionally delivered at brick-and-mortar hospitals shifted—and continues to shift—to outpatient care sites or hospital-at-home services.