Management Perspectives

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Strategy

Smooth run

by Bill Price and David Jaffe
Indian Management September 2022

Imagine dealing with a business that offers products that always work, deliveries that arrive as promised, instructions that are clear and understandable, and self-service that’s easy to use. Their customers never have to contact them for the wrong reasons. They’ve created a frictionless customer experience.

Bill Price is founder and President, Driva Solutions. He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.

David Jaffe is founder and co-owner, LimeBridge Australia, He is also founder, Chief Customer Officer Forum (Australia). He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort

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Organisations often forget that their earliest successes were built on curiosity, creativity, and constant reinvention. As AI reshapes the nature of work, these qualities become essential for survival. Reinvention cannot be delegated to innovation teams or episodic transformation initiatives.
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Indian Management March 2026

Designing work, not decorating it

Myth Busters

"Myth 1: Employee experience is about ping pong, perks, and parties—not profit.
Myth 2: HR is in the Employee Experience driver’s seat.
Myth 3: We handled this a few years ago.
Myth 4: An annual engagement survey is enough.
Myth 5: Technology will make work less human."
by Dean E Carter
Indian Management February 2026
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Unconscious competence

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India’s pursuit of digital sovereignty is advancing at an encouraging pace, with foundational initiatives like DPI and DPDP Rules setting a robust trajectory. Yet, the extent of progress—how far India can extend its influence in the global AI landscape—depends on sustained momentum.
by MP Sukumaran Nair
Indian Management February 2026
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