Customer Experience vs Customer Success: How to Design a Journey That Drives Loyalty |Vaishali Dialani

Episode notes

What’s the real difference between Customer Experience (CX) and Customer Success (CS) and how can they work together to build loyalty, drive measurable results, and create seamless customer journeys? Sponsored by Vitally – the modern Customer Success Platform. Book a qualified demo and get a FREE pair of AirPods Pro! In this episode, we’re joined by Vaishali Dilani – CX strategist, award-winning mentor, speaker, and co-author of CX5. With over 9 years of experience designing impactful customer experiences across industries from SaaS and fintech to healthcare and education, Vaishali shares exactly: - The 3 pillars of a world-class customer experience - How CX and CS roles complement (and differ from) each other - What a well-designed customer journey really looks like- How to start a CX project when no one owns it yet - Ways to align teams internally and use AI for smarter CX - Tangible steps to elevate proactive customer success Whether you're a CSM, CX leader, or just getting started in customer-centric roles, this episode is packed with strategic insight and actionable advice.