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Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexist to truly save lives.
5 Insights from This Episode
• CX in pharma isn’t impossible… it’s essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes.
• Beyond ads and emails… why support, not slogans, is what patients really need.
• What pharma can learn from design thinking, ethnography, and on-the-ground empathy.
• How “wraparound programs” simplify post-prescription chaos and actually improve outcomes.
• The rise of the Chief Customer Experience Officer in pharma… and why it’s long overdue.
🕒 CHAPTERS
00:00 Welcome and Silvi’s path from advertising to pharma
03:00 A personal story that reshaped her view of healthcare
06:00 Seeing patients, providers, and payers as customers
09:00 Ethnography and field visits to get inside the experience
12:00 Fixing the “after the prescription” experience
16:00 Brand promise meets patient promise
19:30 First Class Lounge
23:00 Data vs. insight and the pit bull story
26:00 Why pharma needs CXOs
28:30 What Silvi would change about her healthcare experience
31:00 Closing thoughts
Guest Link
LinkedIn: https://www.linkedin.com/in/silvihaldipur/
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I'm Rick Denton and I believe the best meals are served outside and require a passport.
Disclaimer:
This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).
