Mar 22

‘Robot Doctor’ Shows Why Customer Experience Shouldn’t Always Lean on Tech

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In early March, a Kaiser Permanente hospital in Fremont, Calif., provided a 78-year-old male patient with a robotic live video feed where a doctor told him he only had a short time to live. The patient’s family, upset by what they thought was a cold-hearted delivery of terrible news, recorded the exchange on a smartphone…

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