Navigating the Unfamiliar Waters of CX in New Industries

Vaishali Dialani - Senior Customer Experience Strategist

2 Oct 2023

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Navigating the Unfamiliar Waters of CX in New Industries

It's interesting how, throughout my journey in the CX landscape, a common question often surfaces during multiple conversations: How does one learn the art of navigating unfamiliar territories? How does one operate effectively in an industry they've not dabbled in before?

Being tasked with understanding and strategizing for an industry you've barely brushed shoulders with has been my reality on several occasions. Whether I'm helping a customer from an advanced manufacturing industry or tapping into the financial sector, there have been instances where I felt out of my depth. Yet, these situations present fascinating challenges to navigate. I'll share two key strategies I rely on to navigate these unfamiliar waters.

The Research: My North Star

The beauty of being in the digital age is the sheer volume of information available at our fingertips. When faced with the unknown, I've often found solace in research. It becomes imperative to understand the intricacies of the domain I'm venturing into. What are the typical challenges that customers in this industry encounter? Are there any distinct issues unique to this sector? What are the current business processes? How can I analyze analytics to uncover unspoken and unresolved customer issues? Who are the key competitors in this industry, and what are their CX strengths and weaknesses?

These questions can help you delve deeper into the specific nuances of the industry you're exploring and uncover valuable insights to inform your CX strategy. Armed with a comprehensive understanding of the industry's intricacies and insights from research, a robust CX strategy can be crafted. By dissecting customer challenges, industry uniqueness, and competitor dynamics, and leveraging data analytics, we can create a customer-centric approach that stands out in the marketplace and drives lasting customer satisfaction and loyalty.

The Universal Human Experience

At the end of the day, it's vital to remember that beyond the lingo and technicalities, the core of every industry remains the same: the human experience. While I might be an expert in the world of CX, I'm also an ordinary human being who interacts with various industries in my daily life, albeit without the 'CX lens' I put on professionally.

This duality in perspective is my secret weapon. It allows me to put myself in the shoes of an ordinary customer while simultaneously leveraging my professional expertise. I channel my day-to-day experiences, becoming more observant of the world around me. How does a particular service make me feel? What are the pain points I, as a regular individual, face? Answering these questions often offers invaluable insights.

Concluding Thoughts

Being thrust into unfamiliar territory can be daunting for anyone, even for seasoned professionals. But the key lies in leaning into the unfamiliarity, using research as a compass, and never losing sight of the universal human experience at the heart of it all. As we continue our journey through the ever-evolving landscape of customer experience, it's these experiences, both professional and personal, that shape and refine our approach.

We Are Here to Help!

Navigating the intricate terrains of Customer Experience might sometimes feel overwhelming. Remember, you're not alone on this journey. At Konabos, we deeply believe in empowering and guiding businesses towards creating unforgettable experiences. Let's collaborate and craft the perfect CX strategy, tailored just for you. Success is a path we'll walk together.

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Vaishali Dialani

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.

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