In health care settings, as in educational institutions, we like to think of our customers as different to the usual definition. They are called “patients”, “clients”, “partners” or “students”. These names denote the special and particular relationship we have with them. There are very solid traditional and cultural reasons for that difference. Nonetheless, in all these settings, technology is an investment which can deliver better outcomes if it is used properly, is culturally appropriate and if we don’t make the mistake of thinking that machines can always replace people. In this article, taken from a ServiceNow conference I recently attended, I was on a panel with technology in Health Care specialists who are delivering results for their organisations, and patients. but there is a lot more to do in this space to breakdown the notions (and accounting cost codes) to see tehcnology as delivering the results it does.