Vaishali Dialani

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.