Bengaluru, 17th September 2025: Marketing and customer experience aren’t just functions—they are human, values-driven pursuits shaped by empathy, intention, and a deep sense of purpose. In this conversation, we explore the beliefs, turning points, and personal motivations of a seasoned CX and marketing leader who brings heart into every strategy and decision. From finding strength in family and drawing inspiration from loved ones to championing human-first leadership, their journey is a powerful reminder that the most lasting impact comes not just from what we build—but how we make people feel along the way.
Join Ms. Riveena Kaur, Deputy General Manager- Head Customer Experience at Landmark Group in an interesting conversation with Mr. Marquis Fernandes who spearhead the India Business at Quantic India as they explore the experience, values, key turning point and mind-set that has played a pivotal role in Riveena’s achievement.
What’s one belief or value that has guided you in every major decision?
Whether I’m leading a CX transformation, helping resolve a tough situation, or mentoring someone on the team, I’ve always believed that empathy, clarity, and intention make all the difference. They build trust, keep teams grounded through change, and turn customer experience into something people actually remember—not just something that works.
That’s why I care so much about creating thoughtful journeys, building a team culture where people feel safe and supported, and making sure every strategy has a human touch. For me, it’s never just about fixing problems—it’s about making people feel seen, heard, and genuinely valued.
How do you balance family life with your demanding professional role?
Balancing a demanding career with family life hasn’t always been easy, but I’ve been incredibly fortunate to have the unwavering support of my mother and family. They’ve been my backbone through every phase—cheering me on during long workdays, helping me stay grounded, and reminding me of what truly matters.
For me, it’s all about being fully present—at work and at home. Whether I’m leading a team or spending quiet time with family, I try to bring the same intention, empathy, and focus. I’ve learned to set boundaries, prioritize what’s most important, and let go of perfection. And honestly, having a strong support system makes all the difference—it allows me to give my best to both my worlds without losing myself in the process.
Was there a turning point in your career that defined everything that followed?
Absolutely—there was a clear turning point in my career that shaped everything that followed. It was when my mother encouraged me to truly do what I love. Her belief in me gave me the courage to pursue a path to pursue my career.
Early on, my husband became a huge inspiration. Watching the way he led teams with confidence, integrity, and clarity motivated me to bring those same qualities into my own leadership style. He was, and still is, someone I quietly learned from every day.
And when I became a mother myself, everything took on a deeper meaning. My son has been my greatest motivation—to keep growing, to never settle, and to create a life where I could give him the very best, without compromise. That balance between personal purpose and professional passion has kept me focused, driven, and deeply fulfilled in the journey so far.
What advice would you give to your 25-year-old self-starting out in marketing or CX?
If I could go back and talk to my 25-year-old self just starting out in CX and marketing, I’d say:
Trust your instincts—but back them with data. You’ll often feel what’s right for the customer before the numbers show it. Don’t ignore that, but also learn how to measure and prove your ideas.
Don’t rush to be perfect. Instead, focus on learning fast, listening deeply, and staying adaptable. Every challenge you face will make you better—so embrace the messy parts of the journey too.
Relationships matter. Whether it’s a frontline team member or a C-level stakeholder, how you treat people will define your reputation more than any single achievement. Empathy, consistency, and kindness go a long way.
Speak up early. Your ideas have value, even when you’re just starting out. Don’t wait to be asked—contribute, question, and share what you see.
And finally: never lose the human lens. CX isn’t just about systems or metrics—it’s about making people feel seen, supported, and understood. The more you care about that, the more impact you’ll create.
If you could describe your life philosophy in one sentence, what would it be?
“Lead with empathy, stay curious, and always choose progress over perfection.”
This reflects how you approach both life and leadership—with heart, a learner’s mind-set, and a drive to keep moving forward, no matter the challenge.
