The Road to Integrating CX Strategy Across the Board

Vaishali Dialani - Senior Customer Experience Strategist

11 Jan 2024

Share on social media

The Road to Integrating CX Strategy Across the Board

In the vast and evolving domain of customer experience (CX), every project I undertake offers a unique landscape, filled with its own set of challenges and learning curves. Crafting a CX strategy isn't just about bringing in a one-size-fits-all solution; it's about the meticulous act of weaving the customer's narrative into the tapestry of an organization's operations. As I navigate and enjoy the diverse landscapes of CX, here are three takeaways for crafting a roadmap to seamless integration:

No Two Projects Are the Same 

While the idea might seem straightforward, every CX project I embark on is distinctly different. There's an undercurrent of commonality, a foundational framework that we often rely on. But just like every customer is unique, so is every project. Adapting and modifying your framework to suit the requirements of the project at hand is essential. Embracing project diversity requires dynamic collaboration, and adapting your working style to the strengths and preferences of each team prepares you for success.

CX: Beyond the Conventional Silos

One of the most significant revelations, and something I keep reiterating, is the importance of viewing CX beyond the conventional silos. It isn't an isolated department or a one-off initiative. Instead, think of CX as a pervasive mindset that needs to be infused across every department, every individual, and every function in an organization. It's an organizational culture in itself. When we begin by asking, "What experience are we aiming to offer our customer?" and work our way backwards from there, the strategy's framework becomes more transparent and objective. This approach minimizes biases, especially when communicating with stakeholders who might not always see eye to eye with the intricacies of CX.

Collaborating with Technologists

One of the challenges I frequently encounter is bridging the gap between CX strategy and technology. When discussing strategies with technologists, there's often a gap in understanding. They might not fully grasp the intricacies of the CX world, and I don't The Road to Integrating CX Strategy Across the Board 2 expect them to. But what's essential is understanding their expectations and tailoring the strategy to align with those. It's about achieving a synergy where both worlds can coexist and collaborate effectively.

In Conclusion

The journey of embedding CX strategy across an organization isn't without its set of challenges. From adapting frameworks to suit individual projects, ensuring that CX isn't confined to silos, to fostering collaboration with technologists, the road might be winding. However, with a clear focus on the experience we wish to offer and working collaboratively across teams, it's a journey that promises immense value and rewarding outcomes.

Sign up to our newsletter

Share on social media

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.

Subscribe to newsletter