The future of work is being shaped by fast changes in AI. A recent report by the Tony Blair Institute shows that AI could save the UK government up to £200 billion over the next five years by making public services smarter. This change offers a chance to reshape how employees work and improve customer experiences (CX). 

 

AI and Hybrid Work 

AI is changing how we work by taking over routine tasks and giving insights based on data, allowing employees to focus on more important activities. Embracing technology to enhance the employee experience is key to success in today's evolving workplace. This shift supports the trend of hybrid work, where office environments blend with remote work, as explored in Robert Pozen and Alexandra Samuel's book, "Remote, Inc." For a practical guide on thriving in a remote or hybrid setup, their insights are invaluable. 

 

Balancing Employee and Customer Experience 

Happy and engaged employees are more productive and give better customer service. Tiffani Bova, in her book "The Experience Mindset," emphasizes that organisations can no longer afford to view employee experience (EX) and customer experience (CX) as separate domains. Instead, she champions the idea that these two are intrinsically linked, forming a 'flywheel' where a positive EX fuels a positive CX, and vice versa. Investing in EX isn't just about employee happiness—it's a strategic imperative for business growth. 

 

Redefining the Office 

The role of the office is changing. It should now focus on things like fostering collaboration, onboarding new employees, and team-building. Instead of competing with remote work, the office should complement it. The modern workplace isn't just about physical spaces; it's about empowering individuals and creating a culture of psychological safety. In "Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You," Frances Frei and Anne Morriss offer guidance on how leaders can create such environments. 

 

Gen Z and the Future of Work 

Gen Z is entering the workforce with different expectations and skills, particularly in digital fluency and adaptability. They value flexibility, purpose-driven work, and technological integration. Understanding these preferences is crucial for organisations aiming to attract and retain top Gen Z talent. A recommended read is "The Gen Z Effect" by Thomas Koulopoulos and Dan Keldsen, which explores how this generation is transforming the workplace and offers insights on how businesses can adapt. 

 

Seven Best Reads for Summer 

As we break for summer vacations, here are some great books from industry thought leaders worth exploring: 

 

Remote, Inc. 

 

 

Authors: Robert Pozen & Alexandra Samuel 

Robert Pozen is a senior lecturer at MIT Sloan School of Management and a non-resident senior fellow at the Brookings Institution. Alexandra Samuel is a technology writer and researcher specialising in the future of work. 

Overview: "Remote, Inc." is a practical guide to thriving in a remote or hybrid work environment. It offers advice on communication, productivity, time management, and building relationships in a virtual setting. The book also addresses the challenges of remote work and provides solutions for maintaining work-life balance and staying connected to colleagues. 

Buy Remote, Inc on Amazon 

 

 

The Experience Mindset 

 

Author: Tiffani Bova 

Tiffani Bova is a global customer growth and innovation evangelist at Salesforce. She is a renowned keynote speaker, author, and thought leader on business growth and transformation. 

Overview: "The Experience Mindset" argues that businesses need to shift their thinking from traditional growth strategies to a focus on customer and employee experience. Bova provides a framework for creating a culture of customer-centricity and employee engagement, which she believes is essential for sustained growth and innovation. 

Buy The Experience Mindset on Amazon 

 

 

Working Backwards 

 

 

Authors: Colin Bryar & Bill Carr 

Colin Bryar and Bill Carr are former Amazon executives with decades of experience building and scaling businesses within the company. 

Overview: "Working Backwards" offers a behind-the-scenes look at Amazon's unique approach to leadership and decision-making. The book reveals the company's 14 leadership principles, which emphasise customer obsession, long-term thinking, and a bias for action. It also provides practical advice on how to implement these principles in any organisation. 

Buy Working Backwards on Amazon 

 

 

The Expertise Economy 

 

 

Authors: Kelly Palmer & David Blake 

Kelly Palmer is the former Chief Learning Officer of Degreed, a learning experience platform. David Blake is the former CEO of Degreed and a recognised expert on the future of work. 

Overview: "The Expertise Economy" explores the importance of continuous learning and development in the modern workplace. The authors argue that companies need to invest in their employees' skills and knowledge to stay competitive in today's rapidly changing economy. They provide a framework for building a culture of learning and offer practical advice on how to implement effective learning programs.

Buy The Expertise Economy on Amazon 

 

 

Unleashed

 

 

Authors: Frances Frei & Anne Morriss 

Frances Frei is a professor at Harvard Business School and a leading expert on organisational behaviour and leadership. Anne Morriss is a writer and consultant specialising in organisational culture and change. 

Overview: "Unleashed" offers a guide for leaders who want to empower their employees and create a culture of psychological safety. The authors argue that empowering employees is essential for building high-performing teams and fostering innovation. They provide practical advice on how to build trust, delegate effectively, and give constructive feedback. 

Buy Unleashed on Amazon 

 

 

The Gen Z Effect

 

 

Authors: Thomas Koulopoulos & Dan Keldsen 

Thomas Koulopoulos is the founder of Delphi Group, a Boston-based think tank and advisory firm. Dan Keldsen is an innovation consultant and futurist. 

Overview: The book explores how Generation Z is transforming the business landscape. The book highlights the unique characteristics and values of Gen Z and provides insights on how businesses can adapt to meet their expectations. It discusses the impact of Gen Z on various aspects of work, including technology, diversity, education, and consumer behaviour. 

Buy The Gen Z Effect on Amazon 

 

 

Governing in the Age of AI: A New Model to Transform the State 

Thought Leadership: The Tony Blair Institute 

Overview: This report looks at how AI can change public services and save significant costs. It shows how AI can make the government more efficient, with examples of successful uses and future possibilities. 

Read the report here 

 

 

Conclusion 

The future of work is being shaped by AI, hybrid work models, and a commitment to better employee experiences. As we head into summer, it's a good time to think about these changes and how they might influence our work in the months ahead. Whether you're reading on a beach or in your backyard, these books offer valuable insights on how to succeed in this evolving environment. 

 

Contact us to find out how Fusion GBS can help your business transform its customer and employee experience and prepare for the future of work today.