Through many years of working with healthcare companies on technology and service decision making, I routinely run into an either/or mentality around technology and human interaction. A transaction is either automated or assisted. An interaction is either technical (i.e. cold, inhuman) or connected (i.e. touchy-feely). This belief is hugely limiting – human connection can greatly extend the impact of a technology-based solution, and technology can be a powerful tool to mitigate the limitations of human interaction.
Let me be clear – technology can’t replace the warmth of a human touch or the reassuring empathy of a kind voice. But human-to-human interactions have limitations – of time, space, duration, and even perceived connection – that technology can help offset. Here are a few of my favorite examples:
Tech to remove limits of distance. My best friend lives in Paris. When we Skype it’s not quite as good as being there…
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