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 academic. It’s personal. Silvi and her family found a byzantine healthcare experience in the hospital when really what they needed was peace and support. That experience changed her path and inspired her to bring customer experience principles into pharma.

In Episode 238 of CX Passport, Silvi said something that captures what both patients and customers truly need:

“If more of the physicians were much more connected with one another... the right hand knew what the left hand was doing... greater transparency with regards to what's taking place and for the whole family to be in the loop.”

She was talking about hospitals, but it could just as easily describe your contact center, your onboarding flow, or your product launch team.

Coordination isn’t glamorous. It doesn’t make headlines. But when people are connected, everything else starts to work. The doctor’s plan aligns with the pharmacist’s follow-up. The family understands what’s next. Anxiety lowers. Trust builds. Healing happens.

In the same way, when a company’s teams are aligned, customers stop feeling like they’re bouncing between strangers. They feel cared for. They relax into the experience because the system itself feels human.

If you’ve ever tried to navigate the healthcare maze, or helped someone you love do it, you know how exhausting disconnection can be. So why let customers feel that same fatigue. Connection isn’t a luxury in CX. It’s compassion in action.

Your Turn:
Where in your organization are customers forced to play the role of coordinator. What would it take to let them just be cared for instead?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

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What’s on tap this week?…