Vaishali Dialani

Vaishali Dialani

Senior CX Strategist

Vaishali Dialani

What has been your business/work highlight of 2024 so far?

While I’m grateful for being the only Sitecore Strategy MVP from UAE and for achieving recognition as the Top 10 by CXMStars worldwide and among the Top 50 CX influencers, if I were to choose just one standout moment from 2024 – it would be the humbling honour of becoming one of the youngest co-authors of the bestselling book “Customer Experience 5” on Amazon

It’s a milestone that exceeded my wildest expectations, and I’m genuinely grateful for such an opportunity in my twenties. This experience has been incredibly humbling and fulfilling in its own right.

Who is your business hero and why?

Throughout my career, I’ve been fortunate to have had exceptional mentors, including Katherine Budd, co-founder of NOW Money, and Akshay Sura, co-founder of Konabos. Learning from such remarkable individuals has been invaluable, shaping not only my professional journey but also my personal growth. While I don’t have a single “business hero,” if I were to identify one, it would be the collective embodiment of resilience and a people-first mindset that shines through in the mentorship I’ve received. These qualities are foundational to success and are principles I strive to embody in my own endeavours.

What’s the biggest business mistake you’ve made and what did you learn from it?

Personally, I’ve realized that one of the biggest learning experiences I’ve had so far is the lack of a complete understanding of IT stack and architecture. As CX professionals, we are so focused on designing the right journeys and evaluating touchpoints that we didn’t even realize how these would translate from our Miro boards to the hands of customers on the site.

Once I recognized this gap, I dedicated time to gaining knowledge in the overlapping areas between CX and technology—how they support each other, and the importance of IT requirements from a CX perspective. Honestly, this has been one of the best learning experiences of my life, and I’m enjoying the results.

What’s the most inspirational book you’ve ever read and why?

“Mindset” by Carol Dweck has been one of the most inspirational books in my personal journey. Its impact lies in its ability to redefine my understanding of success and personal development. Through the concept of fixed versus growth mindsets, Dweck illuminates how beliefs about intelligence and abilities shape behaviour and ultimately determine outcomes. By advocating for the cultivation of a growth mindset, where challenges are embraced and failures are seen as opportunities for growth, Dweck has provided me with a transformative framework for achieving my goals with the right mindset.

What’s the biggest challenge you face in your role in 2024?

So far in 2024, my biggest challenge has been managing the diverse range of responsibilities and touchpoints as a CX strategist with experience across various verticals. Wearing multiple hats means I need to constantly keep an eye on every aspect of the customer experience, from design to analytics. While having a broad skill set is advantageous, it can also be overwhelming at times to juggle the demands of each vertical and ensure that I am delivering consistently high-quality touchpoints. Moreover, as a recognised award-winning CX professional, constantly creating authentic content with so much going on can also be challenging. Thus, the key to growth lies in finding the right balance between projects and knowledge-sharing activities, maintaining authenticity at every step.

What technology will have the greatest impact on your business this year and why?

The technology poised to have the greatest impact on our business this year is headless architecture products, exemplified by platforms like Kontent.ai and Sitecore XM Cloud. As a CX strategist, crafting experiences is a strategic undertaking, but as a digital transformation partner, possessing the technological resources and capabilities to implement these strategic decisions is paramount.

Headless architecture facilitates greater flexibility and agility in disseminating content across diverse channels, independent of a specific frontend presentation layer. This enables CX professionals to collaborate seamlessly with marketers, content editors, IT teams, and other stakeholders to deliver memorable experiences. By selecting the appropriate technology and leveraging a range of partners offering exceptional tools, we can ensure both our business and clients remain at the forefront of delivering exceptional customer experiences.

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