When connection breaks, even the best intentions fall apart Healthcare should be the ultimate model for coordinated experience. Lives literally depend on it. Yet it’s often the industry most haunted by silos. The specialist doesn’t know what the primary doctor prescribed. The pharmacist sees only half the story. The patient, already anxious, becomes the project manager for their own care. That’s where this week’s guest, Silvi Haldipur, brings real perspective. Her view of healthcare isn’t...

Sometimes the smartest move isn’t to add... We all know the math. It costs less to keep a customer than to find a new one. Every CX leader can quote that line in their sleep. Yet time after time, companies spend their energy... and budgets... chasing new customers while ignoring the ones they already have. I saw this firsthand recently. A product I’ve used for years... one that’s been part of my weekly CX Passport workflow... decided to roll out a bunch of new "premium" features. I didn’t ask...

When I think “customer experience,” I don’t immediately picture steel-toed boots and scaffolding. Yet talking with Alyssa Staats reminded me that CX isn’t reserved for hospitality, retail, or tech. It’s just as relevant... maybe more so... in places where the work itself looks interchangeable. In the world of architecture, engineering, and construction, every project follows strict codes, specs, and materials. On paper, one firm’s output looks just like another’s. But Alyssa pointed out...