When Work Works

When work works… words from those who know it can work

Setting the scenes

1. The experience gap no one talks about
2. This is not fluffy, it is grounded in science
3. Why fixing people never works
4. A different starting point
5. The journey ahead
6. How to use this book

Part I – Inner eXperience

1. Where work really begins
2. When your body arrives at work before you do
3. State of being shapes everything
4. Stress, hormones, and the working body
5. The feel-good squad
6. Try this tomorrow – Anchoring happiness
7. The feel-bad squad
8. Yin and yang, left brain and right brain
9. Why emotion drives decisions
10. The five senses and emotions
11. Why the heart matters at work
12. The energy matrix
13. Inner eXperience is not optional
14. Awareness before action
15. Emotional intelligence starts within
16. From Inner eXperience to Shared eXperience
17. A gentle pause

Part II – Shared eXperience

1. Where culture really lives
2. From individual state to collective atmosphere
3. The invisible rules of work
4. Why values and mission matter more than ever
5. Why culture cannot be fixed from the top
6. Meetings as culture amplifiers
7. Communication and understanding each other
8. Feedback and emotional safety
9. Hybrid work and belonging
10. Rituals, rhythms, and everyday signals of flow

Part III – Business eXperience

1. When experience becomes commercial
2. The silent reason customers leave
3. The only two people who matter
4. Why this matters
5. Reputation is not what you say
6. From performance pressure to experience design
7. This is where the Blueprint comes in
8. Why five matters
9. The Heart-Led Business Growth Blueprint™
10. Why the elements and symbols matter
11. How to work with the Heart-Led Business Growth Blueprint™

Step 1 – Ground

1. Rooting in heart-led cultural foundation
2. Earth Element
3. The symbol of the lotus, the root of the experience
4. Personal embodiment, grounding again
5. Illuminating the path to the three grounding strategies
6. FEELING: Confident
7. The Essence of Grounded

Step 2 – Align

1. Bringing people, purpose, and promises into harmony
2. Metal Element
3. The symbol of the pentagram, aligned elements in action
4. Personal embodiment – Alignment begins within
5. Illuminating the path to the three people strategies
6. FEELING: Energised
7. The Essence of Alignment

Step 3 – Harmonise

1. Creating flow through place, space, and energy
2. Water Element
3. The infinity symbol, flow without friction
4. Personal embodiment, designing flow
5. Illuminating the path to the three environment strategies
6. FEELING: In flow
7. The Essence of Harmony

Step 4 – Expand

1. Growing customer advocacy and external impact
2. Wood Element
3. The symbol of abundance, growth with intention
4. Personal embodiment – Expand
5. Illuminating the path to the three customer strategies
6. FEELING: Enthused
7. The Essence of Expansion

Step 5 – Radiate

1. Becoming the experience you want to be known for
2. Fire Element
3. The symbol of the sun spiral, radiating integrity
4. Personal Embodiment
5. Illuminating the path to the three growth strategies
6. FEELING: Proud
7. The Essence of Radiance

Part IV – The alchemy of Elevated eXperience

1. Where experience becomes legacy
2. From Busy Queen Bee to CX Energizer
3. From alchemy to commitment
4. The Employee & Customer eXperience Pledge
5. The alchemy completes the circle
6. The gold in the cracks
7. Where this journey can continue
8. Shine on