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.
With over 8 years of experience as a data-savvy experience designer, research specialist, and strategic change-maker, she passionately advocates for integrating emotions and efficiency through customer experience research, product insights, and communications.
Recognized as a CXPA Emerging leader, CX Leader of The Year 2023 Finalist, and ranked among the top 11 CXMStars worldwide, she believes in the power of knowledge sharing to foster growth and awareness within the CX community.
Vaishali’s commitment to knowledge sharing extends to podcasts, blogs, guest lectures, speaking engagements, and training programs. Simultaneously, conducting leadership training workshops for low-literacy level professionals, making a positive impact through collaborative efforts across diverse spheres.