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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

Nurturing tomorrow’s unicorns

The next decade must build on the last. With the policy architecture now in place, the focus shifts to execution excellence, collaborative governance, and relentless iteration. By aligning incentives, removing residual friction, and fostering a culture that celebrates calculated risk, India can transform its startup ecosystem from a national success story into a global benchmark.

by ULLHAS PAGEY
Indian Management July 2026

Humanity over automation

In a world racing towards automation, efficiency, and artificial intelligence, leadership is at risk of losing something vital: its humanity. We are surrounded by dashboards, frameworks, operating models, and algorithms promising certainty in uncertain times. Yet the most effective leaders today are those who lead unmistakably like humans.

by Emmanuel Gobillot
Indian Management April 2026

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The science of passion

Many any leaders think passion belongs to artists or athletes, not the corporate world. In business, it’s seen as a luxury or even a liability. This skepticism is understandable, but it comes at a cost. The question worth asking is not whether passion matters at work, or whether it motivates employees to contribute and grow. The question is: what will leaders do to harness it?

by Laura Best
Indian Management April 2026

Stories power CSR

Companies often use stories to communicate their corporate social responsibility (CSR) messages to consumers. CSR can be broadly defined as business practices that go beyond legal requirements and account for social and/or environmental concerns and organisations must communicate these practices credibly to their external and internal stakeholders.

by Dr. Sumanta Dutta and Sohom Banerjee
Indian Management April 2026
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