September 29, 2025
Strong, collaborative client relationships are a non-negotiable in today’s dynamic healthcare landscape — they are an essential catalyst for agency growth and building a brand reputation. This philosophy was at the heart of GCI Health’s recent Inspired Exchanges session, where four of the agency’s global client leaders shared their perspectives and strategies for cultivating vital, decades-long partnerships.
The exchange was illuminating and invaluable — moderated by Kristin Cahill, Global CEO, it featured a panel that included Annalise Coady, President, Europe; Alex Canale, Managing Director; Kirsten Whipple, Executive Vice President, Chicago Market Lead; and Christina Bello, Managing Director, New York Market Lead.
Through a blend of best practices and real-world examples, the global leadership team underscored a crucial truth: a good rapport with a client can be as valuable as a flawless deliverable, leading to more impactful work and mutual success.
The Evolving Role of the Global Client Leader
Kristin Cahill began by setting the tone for the agency’s client-centric approach. “We pride ourselves at GCI Health in being client obsessed. Our clients are at the center of everything we do.” The agency’s global client leaders are on the frontlines of client relationship management. Not only do they perform the critical function of identifying opportunities, ensuring consistent service across markets and building the agency’s global business, but they are also charged with developing and leading account teams.
Each panelist was asked to reflect on what they strive to embody in their position. Kirsten Whipple emphasized a foundational mindset: “For me, it’s starting out with a growth mindset and constantly looking for those opportunities to grow the business. Even more importantly, it’s about looking to see where we can be helpful and of use to our clients.” She underscored that this proactive approach, centered on understanding client needs, is key to forging meaningful partnerships.
Annalise Coady shared that being a global leader means much more than just managing an account. “It’s about building a partnership between you and the client team where your success and their success are inextricably linked.” She noted that this symbiotic relationship helps drive growth through global expansion, new capabilities and increased efficiency, often leveraging advancements like AI.
Christina Bello highlighted how her position as a global leader lets her tap into the power of internal and external connections. “What I really love about this role is being able to connect with colleagues in all of our other markets … and I’m able to bring that back to my clients,” she said. This cross-pollination of knowledge and experience deeply enriches client engagements.
Alex Canale aligned with a growth mindset and added the crucial element of being a “dot connector.” She explained, “It means being someone who can break down silos for clients to share ideas and programs that they might otherwise never be exposed to.” This ability to share information and insights from across global markets adds immense value.
Building Trust Through a Human Touch
A core theme of the session was the importance of building genuine human connections. Clients come with their own lives, challenges and aspirations. As a result, moments of shared humanity can go a long way in fostering deep trust and a lasting partnership.
The conversation also delved into GCI Health’s Client Engagement Tenets, a framework that guides client interactions. Each leader shared their favorite tenet and how it translates into tangible action.
For Whipple, Accountability is paramount. “You could be the most brilliant, the most creative, the most everything … If you’re not accountable and you’re not going to be there when there’s a crisis or when they need it, then none of the other stuff matters.” This unwavering reliability forms the bedrock of trust.
Canale championed Empathy, especially in today’s demanding environment: “It’s about understanding the client’s underlying pressures that allows us to respond with compassion and support.”
Proactivity, as Bello notes, is both a scalable and impactful tenet. She explained how it ranges from easing the day-to-day client work burden to bringing forward innovative ideas during planning sessions. This constant forward-thinking keeps GCI Health ahead of client needs.
Coady underscored the client tenet of Curiosity, emphasizing the need to know a client’s business inside and out. “Thoroughly knowing my client’s business ensures I can see around the corners and be that partner.” This deep understanding allows GCI Health to anticipate challenges and co-create solutions.
Transparency and Honesty: Essential to Successful Relationships
The discussion also touched on the art of having difficult conversations, a crucial aspect of any strong partnership. Whether it is owning a mistake or addressing a misalignment, honesty and transparency are key. A commitment to achieving the best outcome, even when challenging, strengthens the client-agency bond.
GCI Health’s leaders also reflected on the evolving needs of clients. They noted a significant shift towards clients being evaluated on tangible results and KPIs, a trend that GCI Health is uniquely positioned to address as a “health impact” agency. The rise of AI, the increasing pressure on in-house teams and the need for agility in a volatile geopolitical landscape were also identified as key client priorities.
The Secret to Cultivating Strong Relationships
The session concluded with valuable advice for employees at all levels on how to build strong client relationships. The consensus was clear: engage, listen and be human.
Canale offered this strategy for client engagement: “Suspend what you think you want to get out of the call and make it about the client … make every question you ask in that conversation directly related to the last thing the client said.” This deep listening fosters genuine connection and uncovers invaluable insights.
The Inspired Exchanges session served as a powerful reminder that for GCI Health, relationships are the greatest asset. By embodying the agency’s Client Engagement Tenets — from accountability and empathy to proactivity and curiosity — GCI Health’s global account leads continue to build trust, drive innovation and achieve mutual success with its clients.