Bengaluru, 16th September 2025: In a world that often chases speed over substance, this candid conversation with a CX leader reveals the values that truly endure—empathy, intentionality, and purpose. From navigating high-pressure moments with calm clarity to balancing boardrooms and bedtime stories, they share the life lessons that shaped their leadership journey. At the heart of it all is a simple, powerful belief: put people first, always.
Join Ms. Chaitra VN, Director- Customer Support/ Success & Experience at Practo in an engaging conversation with Mr. Marquis Fernandes, who spearheads the India Business for Quantic India as they explore the beliefs, values, key turning points, and mind-set that have shaped Chaitra’s remarkable career in marketing and customer experience.
What’s one belief or value that has guided you in every major decision?
Put people first, always. Whether it’s resolving a customer issue, navigating a team decision, designing a process or a stakeholder empathy has been my compass. When people feel heard and valued, trust grows and trust is the real driver of both loyalty and business outcomes.
How do you balance family life with your demanding professional role?
Work-life balance isn’t a destination, it’s a rhythm I create through mindful choices. I bring the same intentionality to my family as I do to my team: being fully present, setting healthy boundaries, and knowing that quality always outweighs quantity. It’s not perfect, but it’s purposeful.
Was there a turning point in your career that defined everything that followed?
A high-stakes customer escalation early in my career changed everything. I stepped in with little preparation, but led with calm, care, and clarity. That moment taught me that leadership isn’t about control, it’s about courage, communication, and compassion under pressure.
What advice would you give to your 25-year-old self starting out in marketing or CX?
Listen more than you speak, and observe more than you respond. The customer is constantly giving you clues about what they value, fear, and need. If you learn to decode those insights and act on them authentically, you’ll never have to chase loyalty, it’ll come to you.
If you could describe your life philosophy in one sentence, what would it be?
Lead with purpose, act with empathy, and let consistency shape your legacy. Great CX and Great Leadership isn’t about grand gestures, but about how you show up every single day. Live Life To The Fullest – Every second counts.
