My Curious Colleague ~ CPG CX

DeniseVenneri: 00:01

Welcome to the My Curious Colleague podcast with your host, me, Denise Denyer. We'll be talking all things consumer relations with a focus on consumer product goods organizations and the brand specialist and analyst roles and responsibilities. So if you like CPGs, like I like CPGs, marketing, insights, and caring deeply for your consumers, well, take a listen. Hello, my curious colleagues. This week, I'm curious about working effectively and successfully with product developers in the contact center.

DeniseVenneri: 00:42

And to do just that is my new colleague, Ramanna Remesh. Hi, Chimana, and welcome to the podcast.

Ramenna Remesh: 00:51

Hi, Denise. Thank you so much for having me. I am super excited to be your curious colleague here today and to explore this, you know, combined space together.

DeniseVenneri: 01:02

Oh, love that. I'm I'm honored to have you on. I know that we had met through a mutual friend, and then I've just you know, I've been following some of the cool stuff you've been doing, on LinkedIn, and and we'll get into all that. So let's let's start. Why don't you, share with us how you got to this point in your career?

Ramenna Remesh: 01:23

Oh, great question. So I started off as a food scientist. My education background is in a combination of food processing as well as food science. And then I entered the industry about 8 years ago in a food scientist slash product development role in a small family owned business. From there, I went to Kraft Heinz Company, got to work on a lot of fun products, cheeses, condiments, and everything you can think of that's Kraft Heinz.

Ramenna Remesh: 01:51

And from, from a product development role, I pivoted to a process engineering role and eventually switched out of, r and d to commercial and program managing roles. So I'm still within the food and beverage world. I work at the Coca Cola Company as a director of global innovation programs. So I work closely with the technical team now, but I just don't do the technical work.

DeniseVenneri: 02:17

Got it.

Ramenna Remesh: 02:19

Yeah.

DeniseVenneri: 02:20

Anything else?

Ramenna Remesh: 02:21

I also, my passion project is being a career coach. I empower women and minorities in STEM profession, within the food industry, but also broadly within the CPG world, advance their career, close pay gaps. So I help them coach different techniques so they can help themselves in advancing their careers.

DeniseVenneri: 02:45

That sounds great. I love that. I have a sister. Well, I believe in STEM. I did not go that path, but my goddaughter and my sister, are in that field, and I'm just very proud of them.

DeniseVenneri: 02:59

All right. So anyone who has followed me, to manage, should know that one of the basic tenets I believe in, like being a worker, be like I am in contact center leadership or leading the whole thing, anyway, is that importance of relationships. The consumer affairs function is often, you know, not always understood. So I think the onus really is on people in the contact center to understand their cross functional partners, what they're up against, what they do, what keeps them up at NICE so that then they can effectively match processes or services or analytics to those needs, and hence, have a more successful mutual collaboration. And I thought we would go right there and ask for you to share maybe a product development 101 of sorts.

DeniseVenneri: 03:53

So, I like the details here on the My Curious Colleague podcast. You know, where does the idea, the germ of the idea, even come from? That, you know, that's question number 1. And, sort of, what are the things that take that idea and, you know, taking it from that bench top, that imaginary bench top I hear about, through prototyping and eventually all the way to commercialization?

Ramenna Remesh: 04:16

That is such a great question. So great ideas come from almost everywhere, but most time they get funneled through the marketing team, which looks at not just, you know, the product itself, but what consumer needs are, where the company is trying to grow its business in, and align some of the strategy to the ideas. But a lot of times, ideas also come from r and d because r and d is so much closer to the product and the package and the process than anybody else. So great ideas come from a lot of different ways but get funneled very traditionally through marketing or a combination of marketing and r and d function, into what's called a stage gate process. So the process essentially describes exactly what you said, right, taking the idea to a prototype stage or a development benchtop development stage, and from there and for those who are not as familiar, you can think of it as you have this recipe idea, right, for your cooking and you start going into the kitchen, gathering some ingredients, and you'd make like that first version, which may not be the best, but you still have a stab at it to see how it comes out.

Ramenna Remesh: 05:24

And then you start, like, improving it, trying to, like, make it taste better, look better, make it more appealing to your kids if those are your target, you know, end users. So similarly, product development is focused on, like, taking that idea, going to the lab, developing a bench prototype, experimenting a little bit to understand first if it's feasible, viable, desirable, and then taking it to improve and make it to a product that we can put across the country in all the shelves for consumers to taste and enjoy.

DeniseVenneri: 06:01

So that's that's a pretty brief description. I know there's so many details in there. You know, who are you in the in a kitchen? You know, like a commercialized kitchen, like, back in the day when you were doing I know you're doing a lot of different aspects of of, this process and product development. You know, is there, like, granulated garlic on the shelf and, you know, acerbic acid?

DeniseVenneri: 06:27

That's all I know. And, you know, how do you know where to even begin?

Ramenna Remesh: 06:33

Great. I mean, I love your question. I love how curious you are. So, I'll tell you 2 scenarios. 1 was when I worked with a small family owned company.

Ramenna Remesh: 06:44

It was a kitchen setup. It was literally like like a kitchen in a home, kind of setup. So we had all the equipment, like, just the stovetop, the oven, the microwave, everything. And, in the cabinets, we would have all the ingredients. But the only difference being we would name the we label the ingredients not just with their names, but with a code.

Ramenna Remesh: 07:07

And each code goes back to a particular supplier and a particular type of even for example, garlic powder. Because every supplier's ingredient is going to taste different, and we don't want the ultimate product to taste different every day.

DeniseVenneri: 07:22

Okay.

Ramenna Remesh: 07:22

Because we want it to be standardized, we try to control all the variables in the best way possible. And all the recipes and formulation are typically done with the software, so we can go back and predict how much of nutritional fats is coming out of it. Right? So it's it's very similar, but also just more structured, and the experimentation is done a little bit more structured manner. So we would test, like, 3 different variations of a color ingredient to see which color is best suitable for what we are trying to develop.

Ramenna Remesh: 07:55

Rather than a 100 prototypes, we would go and, like, try to see which colors, you know, fit well with the product recipe and then try to optimize from there.

DeniseVenneri: 08:07

Okay. One of the things I always warn people about CPG, consumer product goods, like any organization, is the number of acronyms. That's one, which just kind of cracks me up. But, you know, you all are scientists at the end of the day, food scientists. Can maybe you help educate us layman business folks, you know, because we want to ramp up quickly in understanding what you're doing, reports you might share with us.

DeniseVenneri: 08:38

So could you maybe give us 5 tips or keywords or buzzwords or acronyms that we should be or could be familiar with?

Ramenna Remesh: 08:52

Okay. Another great question. So I can think of a couple on top of my head. 1 would be sensory. I'm sure on, you know, on your end of the world, you're listening consumers complain about, oh my god.

Ramenna Remesh: 09:06

My product all came crumbled, or it does not look the way it's supposed to. So those are all sensory attributes. So the top sensory attributes are going to be taste, flavor, color, texture, and the overall appearance, sometimes odor as well depending on the product. So that's the first keyword that comes to my mind. Second1 I could think of is line extension.

Ramenna Remesh: 09:33

So a lot of times, product development is not always about bringing something new to the world. A lot of times, in fact, it is about renovating existing formulas in the event of supply chain issues, especially, for example, during the pandemic, you couldn't get a certain ingredients like you used to before, but you want the product to taste the same and have the same ingredient line, so you don't create a bunch of new packaging. So line extensions are ways where you can, like, take a product and make a variety of product in a similar line. For example, Oreo, has a variety of flavors to it. A marshmallow flavored Oreo or a KitKat flavored Oreo even, like, whatever flavored Oreos.

Ramenna Remesh: 10:16

Trying to come up with a variety of the same foundational product is called line extension. One more would be analytical. I think a lot of times on, on the specifications of a product, we have a specific, like, range of metrics that the product should meet. For example, a sauce should have a certain amount of viscosity. That helps kind of go back to the sensory to say if it's beyond a certain viscosity, it's not going to have the same texture.

Ramenna Remesh: 10:48

So some of those attributes can be controlled with subjective as well as objective measurements. Objective being the analytical side and subjective usually is the sensory side. Sensory side.

DeniseVenneri: 11:00

But the, interesting thing is I know in my experience over the many years is we actually, in consumer affairs and consumer engagement, we have a lot of different names. We actually build the reason code hierarchy. We call it, you know, why consumers, you know, what's the bucket when consumers contact us? What what are what are they saying? Bucket does that go into?

DeniseVenneri: 11:22

And so for complaints, we actually build it under using that that one phrase sensory. So that one I did know. So I'm gonna ask you for another one later, but we do have those reason codes. So it, you know, maybe it's taste appear at a high level, but in order to share that feedback with you all who who made the product and the marketers, you know, you got to get lower. Is it bitter?

DeniseVenneri: 11:48

Is it sour? Is it you know, there's a lot of different methods. And, and so we do have, though, at a high level, sensory and then exactly the things you're talking about, color, taste, texture, odor. Sometimes that's, you know, taste or smell is kind of blended together, maybe. But, oh, yeah.

DeniseVenneri: 12:09

So we try to talk your language. We try. But, no, that's a great that's a great start. Could you give me some you said specs, specifications. Now who owns setting those up?

DeniseVenneri: 12:26

So viscosity, again, that I know is, you know, how thick or thin it is, the product is. So is it a sauce, let's say, or a condensed soup? So who owns figuring out the range that that one attribute of viscosity needs to be in? Is that

Ramenna Remesh: 12:45

Awesome question. So it will be trendy. Yeah. I know. Right?

Ramenna Remesh: 12:50

They're all going to be, r and d, and I think that's where the phases of product development comes into, picture. So when we develop it in a bench scale, the variability is so low that it's going to be easy to replicate and get the same as long as we add the same ingredients and cook it at the same temperature. However, when you take a product from a benchtop and go to, like, a factory, you're going to have a lot of other variables, like when do they wash the equipment. If they start the batch right after washing the equipment, there could be some residual water from there increasing, you know, the water content in the sauce, making it, fluid than, like, thick. So there are different variables that contribute to it.

Ramenna Remesh: 13:36

That's one of the examples that's more, like, understandable. But depending on the temperature variation, time of the day, month of the year, there's a lot of variability. So what happens when we take from benchtop to, scale up setup is when we optimize the range, what is the acceptable range, what is the not acceptable range, and set the specs. And typically, we would do, like, at least 5 to 10 runs before we finalize the spec to a range that is usually, like, plus or minus 5 to 20% variation depending on what that metric is.

DeniseVenneri: 14:10

Okay. Thank you. Yeah. Let's get back to live examples. I think you started mentioning the family company.

DeniseVenneri: 14:20

I know you were working with a vendor to scout some new equipment, and you linked in with consumer affairs, and you might even have another one. Give us as many as you can and give us some lot of examples of product development, process engineering, working with Consumer Affairs, please.

Ramenna Remesh: 14:38

Absolutely. I think I have one example of a project where I was scouting for a novel technology that helps the entire portfolio at, one of the companies that I worked on focusing on sauces and condiments.

DeniseVenneri: 14:54

Mhmm.

Ramenna Remesh: 14:55

The consumer affairs team was a great partner for that project because what I discussed and tried to, like, collaborate with them was based off of, hey. Where are we getting consumer complaints on? Especially with respect to and product quality because those are what the technology can help unlock. So painting that case and this building that business case based off of real consumer complaints about our existing amazing products and using that to build a base for the business and say, hey. We know we are the best in this business, but we still get complaints about x x x attributes, and our consumer affairs team has a record of all this.

Ramenna Remesh: 15:39

And we see that this has not been able to, this has not been able to resolve based on just quality optimization or renovation. So maybe a technology unlock is what this subject needs. You know? So there were a couple of things. Of course, I cannot tell too much of the details, but on a high level, our consumer affairs team partnered with us to help us understand and define the problem.

Ramenna Remesh: 16:06

And then the r and d team that I was part of, we would take that problem and try to solve it with technology interventions. I think there are ways you can, you know, come up with creative ways to use, the the data that you guys are already collecting and take it back to the front end where we are trying to innovate because innovation is all about solving problems creatively. And only when we know what the problem is, we can actually, like, put the pen to the paper and solve it. So I think there are different ways, you know, consumer affairs and r and d could collaborate, but this is one example from my career that stands out.

DeniseVenneri: 16:44

Perfect. I know we had talked offline that, you know, well, you actually just said it right now front end innovation really consumer affairs often is on the back end where something's in market and, we're kind of helping folks to assess it at that point. And understandably, you all and people in product development or process development, you know, works with consumer insights or the old market research folks. They've got a lot of certain types of methodologies that, you know, most products go through. Understandably, you're working close with them.

DeniseVenneri: 17:23

Is that maybe an opportunity as soon as you get a handle on, you know, all this research coming back, the consumer profile or the consumer, yeah, consumer profile. You know, is that something that consumer affairs and product development, you could share that with consumer affairs so that they also understand who that consumer is that's calling or emailing us.

Ramenna Remesh: 17:49

Absolutely. And I think it goes back to the question that you asked earlier about where do ideas come from. I think there is value in even having, like, 1 or 2 one off brainstorming sessions where consumer affairs is involved because you guys have, an edge over other functions in terms of being directly involved with the consumers. None of these other functions like r and d, marketing, none of these other function is directly talking to consumers. So when we define okay.

Ramenna Remesh: 18:22

This product is for a mom of you know, kids with under 10 years old or multiple kids in the household or a multicultural family. We are imagining as based off of what we understand and see in our lives, not who the consumers are who are coming the company to buy the products there. Right? So I think there's value that you bring in knowing the consumers, even if it's, like, minor conversations or or quick fixes that you guys are doing or an elaborate issue that you're trying to solve for them. And I also wonder if elaborate issue that you're trying to solve for them.

Ramenna Remesh: 18:52

Mhmm. And I also wonder if there's a way to map back and involve these consumers who are very engaged from a standpoint of bringing up the issues or sharing, like, phrases or sharing things and trying to actually engage with the company to be part of, like, even an ideation. Actually engage with the company to be part of, like, even an ideation process or a product development process. Because consumer insights focuses on going and finding people who buy our products. And on the other side, we already know who is buying our product because they're reaching back to us.

Ramenna Remesh: 19:24

So I almost wonder if there's a bridge that needs to be, like, you know, connecting these 2 worlds and bringing a little bit of a holistic approach to product development.

DeniseVenneri: 19:35

Yeah. You are talking my language, friend. You really are. I think there's a lot more leveraging to be done. Now there are some of those legal implications where right now you can contact a consumer on the topic that they initially out to you on.

DeniseVenneri: 19:52

So, of course, you consult your legal and compliance organizations. But, you know, there's definitely some things I think that we can go deeper on, you know, going back to the consumer and and learning more, or showing them a potential solve and get their reaction. Again, please talk to your legal and compliance teams to ensure that that's all, you know, that's all done appropriately. Yeah. That's a great conversation.

DeniseVenneri: 20:23

Yep. We we we'll have to brainstorm more later. I do always like to support our guests, and you talked about your passion project at the top of the of the interview. Let's talk about what goodies you might have for our listeners.

Ramenna Remesh: 20:39

I would love for the first five listeners, who reach out to me on LinkedIn, and Denise will be sharing the LinkedIn information in the in the podcast posting, to have an opportunity to consult with me for 15 to 20 minutes, discuss perhaps 1 or 2 of their pressing career problems, and get some strategic advice and counseling on that front, and continue to also, like, be open to supporting as needed. But that would be something I would love to offer to listeners because that's something I enjoy the most. People in our industry who have different career and everybody has something or the other. Some things you can solve with the help of your mentors, your internal colleagues, and managers. But some things you need somebody external who is not involved in your day to day career to help, like, just brainstorm, open up about.

Ramenna Remesh: 21:35

So I would love for the first five listeners who reach out to me to have that opportunity.

DeniseVenneri: 21:43

That's very generous of you. Very generous. Is is it, your

Ramenna Remesh: 21:45

your personal name, or do you

DeniseVenneri: 21:45

have the company page for the business yet? Or Great question. My company's name is Spark

Ramenna Remesh: 21:55

Career Services. Mhmm. And the website is www.sparkcareerservices.com. But my LinkedIn page, my personal LinkedIn page, Tamanna Ramesh, is something also you can reach me out, reach out to me at, and I will be happy to connect in either platforms.

DeniseVenneri: 22:15

Perfect. Perfect. Perfect. Again, thank you for that. And also, thanks so much for your time.

DeniseVenneri: 22:22

I really I really appreciate getting to know you a little bit more and, listening to your thoughts thoughts today.

Ramenna Remesh: 22:29

Thank you so much, Denise. I really enjoyed this, and I wish you good luck with your, you know, podcasting passion. I know this is your personal passion project. Right? I absolutely love what you're doing and continue to continue to expand and bring bring these worlds together, which are all supposed to be together, but it's kind of fragmented in ways that, the corporate demands it to be in.

Ramenna Remesh: 22:53

So

DeniseVenneri: 22:54

We're trying. We're

Ramenna Remesh: 22:56

trying. Thank you.

DeniseVenneri: 22:57

Thank you. If you've learned even a kernel of an idea or was inspired by this episode, please consider rating and reviewing the podcast on Apple Podcasts. Be sure to share out the hashtag CPGCX because CPGCX really and truly rocks.

Ramenna Remesh: 23:18

You have been listening to the My Curious Holly podcast with Denise. Thank you for your time.