Vaishali Dialani - Senior Customer Experience Strategist
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Customer Experience is a detailed understanding of a customer's holistic experience with a brand/service at every touchpoint. CX professionals play many roles, although as a CX Analyst myself, I believe this is an interesting role as it involves day to day tasks of a business analyst with a strong customer-focused lens - now that’s rare. After all, a business is nothing without its customers!
A CX Analyst works on understanding business and IT requirements to solve problems for diverse personas through journey mapping, requirements gathering, improved processes and so much more. But they are incomplete without their Solution Architect (SA), who plays a crucial role in evaluating and designing the architecture of the business systems involved to support customer needs based on the requirements gathered.
While both roles are very different personalities emerging from completely diverse backgrounds and mindsets, I realized that there are still a lot of similarities in their thinking processes - to begin with, both love to make complex things simple just like Composable Digital Experience Platforms (DXPs).
In the world of Composable DXPs (the future of digital experiences), similarities between CX and SA help design experiences brands want to offer to their customers online and offline at every touch point. Based on my experiences, below are a few similarities I have identified. If you resonate with them or have more points to discuss, we would love to hear from you. Feel free to tag Vaishali and this post on LinkedIn.
Having a Customer Experience Analyst and a Solution Architect work on any project is like getting the best of both worlds. Clear customer and business requirements, gap identification, design mapping, process improvements, and curated documents are tasks worked on together to establish long-lasting communication processes between humans and systems. As we are transitioning from a silo-driven workplace (monolith DXPs) to a more collaborative one (composable DXPs), the new era of change is allowing companies to achieve the ultimate business goal of delivering exceptional customer experiences.
Strategy driven customer experience professional for 5+ years, recognized for creating human centered design systems for complex digital products and leading marketing initiatives across diverse industries from advertising, education and fintech.
With a collaborative mindset to make a difference, Vaishali loves to understand customer needs, map out across the board customer journeys, be the voice of customer and develop effective operational processes to drive customer adoption and business success.
Recognized as CXPA’s emerging leader 2022, she is believes in the power of making customer experiences simple and seamless.