Customer Success Talks Customer Experience vs Customer Success: How to Design a Journey That Drives Loyalty |Vaishali Dialani
Sep 17, 2025
Vaishali Dialani, a seasoned customer experience strategist and co-author of CX5, shares insights on the vital differences between Customer Experience (CX) and Customer Success (CS). She outlines the three pillars of a successful customer journey: onboarding, proactive engagement, and advocacy. Vaishali emphasizes the importance of active customer listening and utilizing AI for a personalized experience. She also stresses the need for dedicated CX roles to break down silos and genuinely represent customer perspectives.
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CX Sets Experience, CS Delivers Outcomes
- CX defines the brand experience and sets customer expectations while CS ensures those expectations are achieved quickly.
- Together they convert defined experiences into loyalty and expansion through execution.
Wide Cross-Industry CX Experience
- Vaishali has worked across startups, enterprises, healthcare, education, fintech, and manufacturing.
- She argues CX must be tailored to each organization's maturity and resources.
Start Small, Prove ROI, Then Scale
- Start CX with a small project or external consultant to demonstrate ROI before building an in-house team.
- Use quick wins to create momentum and expand CX investment over time.
