Work is Broken : How to Create Exceptional Customer Employee Experiences Hardback

We live in an era of rampant disruption. We have entered a social and business revolution. As customers we can do almost anything in three clicks (or taps).

This has made us very impatient. We can review, upload, tweet and 'like' everything. This has made us all influential. And most importantly we have the power of choice. To choose what we buy, where we eat, and...where we work. Candidates and employees are thinking and acting like customers.

Yet they're still faced with 76-click application processes and one-way conversations. And once they get to work the situation is no better. Marketers no longer market stuff at people. They create movements and inspire, designing experiences and interactions, not interruptions.

Externally, we benefit from the power of Design Thinking and putting our customers at the centre of everything we do. Internally, organisations are suffering. The problems are endless (attrition, absenteeism, skyrocketing cost of recruitment, performance issues, disengagement etc).

Work isn't working! In the 21st Century, 'work' has almost become a dirty word.

Employees are still chained to their desks, trapped in the 20th Century.

Leaders have become disconnected and isolated, teams disempowered and dysfunctional. And talent is fast becoming the world's most wasted resource. Organisations can fundamentally transform their businesses by rethinking the way they view and treat their workforce.

Imagine a world where engaging experiences are designed not only for customers, but for candidates and employees too. Emma Reynolds and Jared King demonstrate how to navigate the shift from interruption to interaction and show HR professionals and leaders what they can learn from marketing and how to create exceptional employee experiences.