Amb. Dr. Deepa Chhagan Lalloo Examines the Link Between Customer Experience and Business Operations.

The customer experience is not only defined by what a business sells, but the people and processes that deliver it. Amb. Dr. Deepa Chhagan Lalloo - aka Sunaina - offers insight through her experience in business advisory, human capital leadership and entrepreneurship into how customer expectations and operational efficiency must align.

In her entrepreneurial career, she started her business Bakeology Studio in 2019, which began its operations in 2020. It was a practical food, beverage and hospitality work and skills-driven business and diversified into several other concepts with four retail outlets.

Working in both retail and hospitality conditions will focus on service standards, staff competence, operational processes and customer requirements. These can all impact on the consistency of the delivery of the product/service and how well a business can adapt to shifting demands. Growth means establishing the right operational procedures to meet commercial demands and customer satisfaction.

In addition to her role as Founder and Managing Director of Altius Global Advisory, Deepa advises on organisational design, human capability and business performance. Her work history illustrates the impact that people and process can have on business outcomes.

She oversaw the development and centralisation of human capital functions in 18 subsidiaries in 12 African nations, the UAE, India and Kazakhstan at the Ava Care Health Group Global. Her role ranged from shared services to organisation design, governance and workforce transformation.

She studied MSc – Organisational Psychology, University of London, BA – University of the Witwatersrand, Johannesburg and has completed management training in managerial finance and business sustainability management.

In 2026, she was honoured by Kennedy University with a Peace Ambassadorship and an honorary doctorate with specialisations in Organisational Psychology, Strategic Management and Leadership.

Deepa, with through GlobalX Publications is sharing her journey of building a bridge between organisational leadership and business practice.

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