“Some health systems are experimenting with drone delivery... even if there's no clinical utility, consumers will expect it and lack of it creates friction”

“We had to just put up a sign that said… if you're a Blue Cross Blue Shield member, you'll have to take your prescriptions elsewhere. We'll walk you through how to transfer your scripts out”

“She also ... pushing takeout and even experimenting with delivery in certain markets.”

“Those expectations can be summed up in three main categories. Meet expectations, earn approval, or stay in control.”

“CIOs… want that personal assistant experience for their company… if we have a consumer-grade experience we’ll win”