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?

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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.

Connect with Us:

Vaishali Dialani - https://www.linkedin.com/in/vaishalidialani/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

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We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA