In an exclusive interview with CXO Lanes, Praveen Sridhar, Chief Delivery & Experience Officer at Netcore Cloud, delves into his remarkable career journey and shares insights on how his past experiences have shaped his approach to delivering exceptional customer experiences. With a diverse background that includes key leadership roles at Freshworks, co-founding a startup, and managing high-impact projects, Praveen discusses how these milestones have honed his focus on customer delight and operational excellence. He also sheds light on his vision for Netcore Cloud and how innovation and AI will play a crucial role in transforming customer engagement strategies moving forward.
Could you share some key milestones from your career journey prior to joining Netcore Cloud that have played a pivotal role in shaping your approach to customer delivery and experience?
Praveen Sridhar: I’d highlight four key milestones that have truly shaped my career journey:
- Delivering India’s largest online examination, a project of national importance—definitely one of the most impactful experiences in my career!
- Joining Freshworks back when it was still called Freshdesk (until 2017) and being part of their incredible growth story.
- Being a founding member of a startup, donut.cx, and experiencing the thrill of seeing our first customer pay for a product we built from scratch—nothing beats that feeling!
- Now, taking over the global implementation and delivery team at Netcore Cloud, where I’m excited to drive customer success and operational excellence. These milestones have been pivotal in shaping my approach to leadership, customer experience, and delivery.
What attracted you to the role of Chief Delivery & Experience Officer at Netcore Cloud, and how do you see the company’s vision aligning with your personal and professional goals?
Praveen Sridhar: I initially joined Netcore to handle special projects and drive growth from the CEO’s office. One thing I love about Netcore is how it identifies your core strengths and aligns you with challenges that play to those strengths. That’s how the customer advocacy and delivery teams came my way. What really attracted me to this role is that Netcore Cloud’s vision of revolutionizing customer engagement through innovation and technology aligns perfectly with my own passion for driving customer delight and growth.
As you transition into this role, what are your top priorities for enhancing the customer experience and delivery functions at Netcore Cloud?
Praveen Sridhar: As I step into this role, my top priorities are clear:
- Customer delight—from the very first communication a customer receives to the real value they experience with our products and consultation. It’s all about creating that ‘wow’ factor at every touchpoint!
- Customer advocacy—how do we start building advocates right from the implementation phase? My focus is on making customers emotionally invested in their journey with Netcore. When they feel connected to us, they naturally become our biggest champions.
How do you plan to leverage your previous experience to drive operational excellence and improve customer satisfaction in this new capacity?
Praveen Sridhar: My previous experience has always been about how we can delight our customers and keep them looking forward to more of those ‘wow’ moments from our organization. Now, the real game is in scaling that experience. Customer satisfaction has become table stakes—what sets us apart is going beyond that. My focus on customer delight is what’s helping Netcore build a moat around being the best in the market, with delight as our key differentiator.
In what ways do you envision introducing innovations or improvements to further strengthen Netcore Cloud’s delivery and customer experience strategies?
Praveen Sridhar: By integrating AI into our processes, we’ll anticipate customer needs and deliver value faster, driving both satisfaction and advocacy from the start. This innovation positions Netcore to lead with delight as our key differentiator in the market.