SESSION DESCRIPTION

Fix the Flow: Turning Process Friction into Customer-Centric Growth

This follow-up session to the September Roundtable will give you tools to improve operational flow while keeping the customer at the center. We'll share a practical framework for identifying, prioritizing, and addressing broken processes using VOC, internal insights, and cross-functional collaboration.You’ll walk away with strategies to improve digital adoption, reduce service costs, and create measurable CX wins — fastKey Takeaways Include: - Apply a VOC-driven method to prioritize process improvements.- Learn how to balance cost-efficiency with human-centered design.- Gain practical tools for breaking silos and co-owning CX across functions.

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.