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Great customer exprience

by Alan Williams
Indian Management June 2024

Busting the following myths-

MYTH 1: Customer experience is the same as customer service.

MYTH 2: Customer experience is the responsibility of the CX function.

MYTH 3: Customer experience is only relevant for B2C companies.

MYTH 4: Investment in customer experience is an optional extra.

MYTH 5: AI and data are the future of customer experience.

Alan Williams is the author of Great customer exprience.

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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."

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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

Resilience is not optional

Busting the following myths:
MYTH 1: Resilience is a personal trait.
TRUTH: Resilience is a collective strength.
MYTH 2: Resilience is optional, something we build only when times get tough.
TRUTH: Resilience is the foundation for lasting success.
MYTH 3: Resilience means pushing through no matter what.
TRUTH: Real resilience requires pause, reflection, and recalibration.
MYTH 4: Resilience and vulnerability do not belong in the same conversation.
TRUTH: Vulnerability is a catalyst for resilience.
MYTH 5: Resilience is about returning to normal.
TRUTH: True resilience transforms what comes next.

by Dr Lamell McMorris
Indian Management December 2025
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