SESSION DESCRIPTION

This Roundtable uncovers where operational inefficiencies are quietly destroying your customer experience — and what it’s costing you in loyalty, revenue, and internal time. We’ll explore real-world friction points in digital processes, VOC loops, and service delivery, and help you identify where to focus improvement for the biggest impact within operations management.The session includes an interactive mapping exercise to surface process gaps that degrade CX and drive up cost.

Key takeaways include:

- Discover where process and experience are misaligned in your customer journey.

- Learn how poor digital process design leads to cost and satisfaction loss.

- Identify how to use data and VOC to drive focused CX operations management

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SESSION FACILITATOR

Vaishali Dialani is a bold leader reshaping global CX with a deep commitment to inclusivity, authenticity, and collaboration. A multi-award-winning strategist and human-centered design advocate, she’s revolutionizing complex digital products and services across education, healthcare, manufacturing, and fintech. Her work creates lasting business transformations, combining innovation with strategy to drive measurable impact. Beyond her expertise, she is a passionate mentor, shaping the future of CX by inspiring and empowering the next generation of professionals to lead with purpose.