Fusion CX is proud to share a major milestone: at the 6th Edition of the Silver Feather Awards, held on 20th December 2025 at Ginger Hotel, Mumbai Airport, our leadership and delivery excellence were recognized with two big wins:
- CEO of the Year — Mr. Pankaj Dhanuka, CEO, Fusion CX
- Outsourcing Organization of the Year — Fusion CX
Putting Leadership First: Why This “CEO of the Year” Win Matters
In the outsourcing industry, results don’t happen by accident—they’re built through clarity, discipline, and a culture that executes consistently. Mr. Pankaj Dhanuka’s “CEO of the Year” recognition is a reflection of a leadership approach that has steadily shaped Fusion CX into an organization known for reliability, accountability, and customer-first delivery.
Over the years, his leadership has emphasized something simple—but difficult to sustain at scale: doing the fundamentals exceptionally well, every day. That means:
- Outcome-led delivery: keeping teams focused on measurable impact—not activity for activity’s sake.
- Operational rigor: strengthening governance, performance management, and process discipline so quality doesn’t fluctuate.
- People-first execution: investing in training, coaching, and leadership development to reduce inconsistency and improve retention.
- Client trust as a KPI: treating brand protection, data handling discipline, and experience consistency as non-negotiables.
- Future-ready thinking: pushing the organization to evolve with changing CX expectations—without losing execution stability.
This award recognizes a leader who understands that in CX, the “strategy” customers feel most is the one that shows up in every interaction: how well teams listen, respond, resolve, and represent the brand.
Outsourcing Organization of the Year: A Win Built by Teams
Winning Outsourcing Organization of the Year reinforces what our clients experience daily: Fusion CX is built to run complex operations with consistency—across channels, markets, and customer expectations.
This recognition reflects the work of teams across Fusion CX who continue to deliver on the capabilities that matter most in modern outsourcing partnerships, including:
- Omnichannel CX delivery that stays consistent across voice and digital
- Multilingual support to help brands serve diverse customers at scale
- Strong QA and coaching models that reduce variability and improve customer outcomes
- Process discipline and governance that keep performance reliable and brand-safe
- Continuous improvement mindset that focuses on long-term, sustainable gains—not short-term fixes
A Thank You to Our Clients, Partners, and Teams
These awards are more than trophies—they’re a reminder of what’s possible when trust, process discipline, and people-powered execution come together.
To our clients and partners: thank you for trusting Fusion CX with your customer experience.
To our teams: thank you for showing up every day with consistency, ownership, and pride.
Looking Ahead
This moment strengthens our resolve to keep building what the market needs most: scalable, accountable, high-performing CX operations that protect brand trust and improve customer outcomes—at every stage of growth.
