Man walking on path into cell phone screen Just as cloud-native digital platforms can unify the member journey, they can also transform the ability of payers to proactively engage members. (Photo illustration by Chris Nicholls)

The cascading effects of the COVID-19 pandemic have caused employers and health care organizations to innovate and adapt in response to evolving market needs spurred by increasing consumerism. The modern health care consumer wants it all: virtual care, telehealth services, and convenient customer support from both providers and payers through the channels of their choice.

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