Healthcare, financial services, and public sector embrace digital

Highly-regulated industries (HRIs) became first-adopters, and lead with a consumer-centric approach

Trend illustration

Healthcare providers embraced multichannel tools to deliver care virtually. Banks leaned into customer-facing digital services, using mobile apps, messaging, and chatbots as the primary interaction with customers. Governments used communications software to build contact tracing solutions and keep residents safe. Even courts held hearings via videoconference. These regulated industries are embracing digital at a rapid pace, cracking open new opportunities that normalize consumer-centered experiences.


report COVID-19 spurred their company to explore new strategies to serve customers


increase in digital customer engagement in HRIs due to COVID-19


report digital engagement will be critically or very important to their success going forward


businesses in HRIs plan to maintain or increase their current investment in customer engagement

Highly-regulated industries increased their digital engagement on Twilio more than 2x (104%) YoY. *

HRI Digital Engagement on Twilio

Public SectorFinancial ServiceHealthcarePoliticalQ1 2019Q2 2019Q3 2019Q4 2019Q1 2020Q2 2020Q3 2020Q4 2020Q1 2021

* Digital engagement defined as messages, voice minutes, video by public sector, healthcare, financial services, and political organizations.

Healthcare, finance, education, and government will be at the forefront of adoption in CY20/CY21 because of growing pressure to deliver services to their remote customers, users, and employees under the COVID-19 constraints.

Omdia Collaborative Meeting Services Market Tracker 2H20 Analysis

What's next

Leading healthcare providers will differentiate themselves by leveraging technology to connect and support patients as they go about their daily lives, a critical step in improving population health and lowering costs. Banks no longer view online banking as a secondary channel. Great online experiences being built will attract new generations of customers and create opportunities to serve the unbanked and underbanked. In the public sector, digital communications will connect government agencies with more constituents more directly, enabling new avenues for dialogue.

We expect as much as 35% of healthcare will be delivered virtually post pandemic. This represents a huge opportunity to shift away from the traditional transactional model — “sick care” — to a proactive and consumer-centric approach, true “healthcare.”

Susan Collins Global Head of Healthcare, Twilio
Line Japan

The Twilio Engagement Builder Spotlight recognizes what innovative organizations have built to stay connected to their customers and communities.

When Japan faced an influx of travelers returning to Japan due to the global pandemic, the Ministry of Health, Labor and Welfare quickly realized that they would need a better way to monitor people’s health and help prevent the spread of new COVID-19 cases. They turned to LINE AiCall for support. Utilizing Twilio, LINE built an AI-powered, dedicated line in just 10 days for telephone consultations, health status confirmations of returnees, and emergency responses. “The number of daily returnees from designated countries shot up, and 60% of them were covered by LINE AiCall and the dedicated line prepared by Twilio,” LINE Corporation Kenji Kanehiro says. The Ministry plans to continue using the solution to engage residents after the pandemic is over.

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