 |
| Ranjeet Reddy Paladugu |
A resident of Irvine, California, Ranjeet Reddy Paladugu is a veteran executive and the CEO of Specialty Holdings. At the investment firm, Ranjeet Reddy Paladugu helps companies provide an outstanding customer experience by driving operational efficiencies. Improving the customer experience has become a central topic in many company meetings. However, many tend to limit the scope of factors affecting it. In fact, executives often assume that only customer-facing operations are relevant when discussing customer experience. These are the customer service departments and the front-ends of digital platforms. However, customer experience goes deeper than that, down to the entire company’s architecture. Therefore, fundamental improvements in customer experience must start with an inward look at operational excellence. Operational excellence is where good leadership, teamwork, and problem solving inside a company combine to enhance the organization as a whole. It’s a process that involves making current activities and systems better to optimize employees’ impact and meet customer needs. Operational excellence is the building block for effective service delivery, which is an essential component of user experience. Hence, customer experience cannot be significantly improved without starting with the basics. That is the company’s internal operations. In fact, companies that frontload customer experience rather than seeing the whole picture, fail at it. A 2018 Forrester report showed that customer experience quality declined or plateaued in many companies because they chose to clock points by tackling easy-to-achieve goals that were not supported by strong underlying structural change. Ultimately, as consumer demands shift and competitive landscapes change, companies that can deliver a meaningful customer experience through operational efficiencies will be uniquely positioned to excel.
