In the high-velocity world of customer service, the spotlight often falls on the frontline, on the voices that greet, guide, and resolve. Yet beyond that immediate glow lies an intricate, indispensable layer: the support roles, powering operations with clarity, discipline, and relentless momentum. They are the architects of operational stability, the minds behind every seamless transition, the ones who ensure that what appears effortless is, in fact, expertly engineered. And this is where Prachi Srivastava stands out.
Based in Kolkata, India, and part of the Fusion CX Support team, Prachi is an operations enabler, escalation handler, and process transition expert rolled into one. Crafting stable launches and seamless transitions, she is not just part of the structure; she builds it while quietly earning client trust.
Join us as we uncover the journey of a young professional who brings structure to complexity and confidence to every transition.
A Day Built for Outcomes
Prachi’s day starts with intentional structure. At 10 AM, she checks on updates, reviews her inbox, and lays out a plan built around client deliverables, cross-functional huddles, and ongoing projects. Her workday often stretches to 10 PM; sometimes even longer, depending on the global overlaps or transition timelines.
She explains, “I begin the day by tackling high-priority or time-sensitive work”. I use calendar blocking to ensure focused time and team syncs are well-balanced.”
Her role demands excellent precision. From driving end-to-end transitions to tracking risk, analyzing feedback, and managing customer interactions, Prachi handles the layered responsibilities while ensuring CX runs smoothly across different time zones and stakeholders.
Her digital workplace remains highly organized and tidy as she works with support documents, Outlook, and Teams, and collaborates through weekly connects and real-time group chats that span departments.
Seamless in Execution, Strategic by Design
The true test of transition is when change happens but no one feels the shift. Prachi Srivastava shares, “I successfully managed a site closure and process migration with zero impact on performance.” She describes an incident where the client appreciated the seamless execution, and it was so smooth that they did not even realize the migration was underway. She carried out a full-scale transition without a single disruption. An example of fusion CX efficiency, often invisible to the end user but deeply effective.
What are her methods to ensure such impeccable deliveries? Clear SLAs, proactive stakeholder communication, and unified dashboards that ensure feedback loops and knowledge flows stay intact, regardless of which channel or region a customer uses.
Customer Experience, Adapted and Evolved
Prachi knows customer experience is not one size fits all, and she adapts. She adapts to regional preferences, festive seasons, and communication tones, because she knows trust is built in the details. She explains more, “a little cultural awareness makes a big difference and in a price-sensitive, multilingual market like ours, you need to stay adaptable.” Moreover, Prachi Srivastava can quickly spot trends such as instant resolution expectations, mobile-first service, and vernacular support. Rather than treating these as challenges, she sees them as opportunities to future-proof the CX model.
She stays current. She says, “I enroll in L&D programs and attend internal knowledge sessions where we share updates on trends and technologies. You have to keep learning if you want to keep leading.”
What Drives Her is the Human Side of Support
It is her mindset that sets Prachi apart from most of her peers. She sees every interaction as a chance to build and strengthen a relationship. She knows, “customer trust is hard-earned.” Listen as she elaborates more, “When someone comes back or refers us, it means something. It proves we did more than resolve a ticket; we delivered an experience.” She firmly believes every positive customer interaction reinforces the purpose behind her work. She is a sharp analyst and process owner. Also, she is someone who understands what makes customers loyal. And she brings that insight to every deliverable. “Always keep the customer’s perspective at the center of every decision and customer satisfaction,” her advice to anyone eyeing a career in customer experience.
Learning, Listening, and Leading
Prachi’s journey at Fusion CX has been one of constant learning and leading, and a living example of how Fusion CX’s culture of collaboration and innovation has empowered her to grow beyond traditional support boundaries. She stays current by enrolling in L&D programs and participating in team learning sessions to stay up-to-date on the latest in CX tech and global trends.
Improving her analytical thinking to engaging with international markets, her thirst to stay relevant is also what makes her stand out in a market that’s fast-shifting toward instant, vernacular, mobile-first expectations. She confidently declares, “Whether it’s using local languages or ensuring mobile-first approaches, we tailor our CX accordingly.”
Beyond the Desk: Who is Prachi Srivastava?
Outside of work, Prachi Srivastava is an avid traveler and food enthusiast. She shares gleefully, “Spending time with loved ones helps me reset.” Whether discovering new cuisines or spending quiet time with her mother and younger sister, she values the clarity, balance, and pure joy that recharging brings to her.
Purpose, Perspective, and the People Behind Processes
Prachi’s work does not chase headlines but enables them. She excels in a space where seamless execution and structured transition can make or break a customer journey. She shapes, strengthens, and sustains customer experiences from behind the scenes. Her story is a reminder that real impacts and excellence are always revealed in outcomes. Thank you, Prachi, for redefining what it means to lead from the core.
Stay tuned as we uncover more stories that power the pulse of Fusion CX.