Getting to the core of CX w/Vaishali Dialani

Amas Talks Podcast

In this episode, Amas sits down with Vaishali to discuss the evolving world of Customer Experience (CX). The conversation kicks off with Amas asking Vaishali to define CX and explain its importance in a business landscape where companies are increasingly cutting back on their CX departments. Vaishali describes CX as a "fuss-free" process that focuses on creating positive emotional experiences for customers, emphasizing that a good CX strategy is essential for maintaining customer loyalty and satisfaction. The discussion then moves to the overlap between CX, marketing, and customer service. Vaishali uses a creative analogy, likening CX to the ingredients of a delicious burger, where each component (marketing, customer service, and CX design) plays a crucial role in creating a satisfying experience. Amas appreciates this unique perspective and prompts Vaishali to share real-world examples from her experience in the manufacturing industry, where understanding customer personas and journeys led to more effective website design and user experiences. Amas and Vaishali also touch on the challenges facing CX professionals today, such as the overuse and misunderstanding of the term "CX" and the overwhelming amount of technology and opinions in the field. Vaishali expresses optimism about the growing awareness and investment in CX but also acknowledges the challenges of differentiating valuable insights from the noise. The episode wraps up with a discussion about the future of CX, the role of AI as a "co-pilot" in enhancing customer experiences, and the importance of maintaining balance across all business functions. Both Amas and Vaishali share personal anecdotes and thoughts on life, leaving listeners with reflective quotes and a reminder to make the most of every moment. Vaishali ends the show on a poignant note, urging listeners to find happiness in what they do, as life is unpredictable and precious. Amas thanks Vaishali for joining and invites listeners to connect with her on LinkedIn. **Key Takeaways:** - CX is about creating seamless, emotion-driven customer experiences. - Effective CX requires collaboration between marketing, customer service, and CX teams. - The future of CX is promising, with growing awareness and technological advancements. - AI is seen as a supportive tool in enhancing customer experiences, not a replacement for human empathy and creativity. - Balance and a holistic approach to CX, customer service, and marketing are crucial for business success. Vaishali: https://ae.linkedin.com/in/vaishalidialani