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The right direction

by Brad Cleveland
Indian Management August 2021

The principles that guide effortless customer experiences seem basic. But the truth is, it is difficult to get customer service basics right, and many organisations don’t. Here are five universal frustrations that can point you in the right direction.

Brad Cleveland is an expert in customer strategy and management. He is author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results.

Latest Articles

Building cultures of adaptability

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.

by Dr Helmut Schuster and Dr David Oxley
Indian Management March 2026

Designing work, not decorating it

"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

Leadership development takes place in a particular context. Context includes the corporate culture, the structure of the organisation, human relations, the opportunities for growth as well as the beliefs and unwritten rules regarding promotion.

by Fay Niewiadomski
Indian Management February 2026

Digital Independence

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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