Books The Experience Mindset

The Experience Mindset: Changing the Way You Think About Growth by Tiffani Bova is a compelling exploration of how businesses can achieve sustainable growth by harmonizing employee experience (EX) and customer experience (CX).  Published on June 6, 2023, by Portfolio, this 288-page book is grounded in extensive research, including two Salesforce-sponsored studies involving thousands of employees and C-suite executives. 

Bova, a former Global Growth Evangelist at Salesforce and a recognized thought leader in business strategy, argues that many companies overly focus on enhancing customer experience without adequately considering the impact on their employees.  This imbalance can lead to employee burnout and, paradoxically, a decline in customer satisfaction. 

In The Experience Mindset, Bova introduces a holistic framework that emphasizes the interdependence of EX and CX.  She provides actionable insights on: 

Implementing technology solutions that benefit both employees and customers.

Developing metrics to measure the combined effect of EX and CX.

Creating a company culture that values and integrates employee and customer feedback. 

The book highlights that organizations excelling in both EX and CX achieve a compound annual growth rate nearly double that of their competitors who neglect one of these areas.  Bova's insights are particularly relevant for leaders seeking to foster a balanced and inclusive growth strategy. 

ISBN-13: 9780593542699

ISBN-10: 059354269X

For more information or to purchase the book, you can visit Penguin Random House.