Demystifying Customer Experience: An Insightful Session with Vaishali Dialani | Konabos

Vaishali Dialani - Senior Customer Experience Strategist

20 Sep 2023

Hey, Vaishali, thank you for jumping on and helping me understand a few things about CX and strategy. So help me understand a little bit. What is CX? What does it entail? Which parts of the project lifecycle are you involved in? So as a customer experience professional, the main focus your focus is on being able to look at things more holistically. And when it comes to identifying what the customer's pain points are, who those customers are in general, how we help them discover and know themselves better at a very surface level. And we deep dive into them specifically by categorizing them. That's where strategy aspect of things come in. So as an analyst, I focus on being able to, you know, I understand personas, develop frameworks, be able to say, okay, if an organization is facing a problem, for example, because, you know, the operations are not doing well. It is affecting the end users retention. And so it is a part of their customer experience. Any problem that the business has, unfortunately, fortunately falls under the customer experience category.

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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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