Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth, what is an Experience Mindset, what’s the best way to adopt one, why it’s important to take a combined customer and employee experience approach, the research that accompanied the development of the book and what’s the payoff to adopting an Experience Mindset. This interview follows on from my recent interview – Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada – and is number 468 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. We are fast approaching PegaWorld iNspire which is Pega’s annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I’ll see you there.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.