The Experience Mindset

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A Wall Street Journal Bestseller! From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth. In the battle for customer acquisition, businesses often invest heavily in improving customer experience, but this can strain employees and yield diminishing returns. Tiffani Bova argues that a narrow focus on customer experience, without considering employee impact, can hinder long-term growth. Successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) simultaneously. Drawing on exclusive research from Salesforce-sponsored studies involving thousands of employees and executives, this guide explains how to implement an Experience Mindset at scale. It emphasizes the importance of a balanced approach to company strategy that includes all stakeholders—IT, Marketing, Sales, Operations, and HR—along with clear KPIs and accountability. The book features case studies from leading companies, illustrating how people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX. It also discusses effective technology rollouts that enhance both experiences, noting that only 20% of customer-facing employees feel technology eases their work. Lastly, it highlights metrics for measuring EX, CX, and their combined effects. Investing in employees is essential for competitiv