21st Century Engineering by Anirudh Dhebar
March 2025
Are we optimizing for operational efficiency or customer experience?
On Dec. 4, Brian Thompson, chief executive of UnitedHealth
Group’s insurance division, was fatally shot in midtown
Manhattan. Two days later, MIT Technology Review quoted,
Matthew Holt, a healthcare commentator, remarking, “I think
the leaders of the industry should look at this and ask ‘Why
does everybody hate us so much that when one of us gets
killed in an assassination. ... We’re not hearing sympathy
from the general public, we’re hearing scorn?’”
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