“At a time when companies are focused on digital transformation, many leaders forget to consider the impact this change has on employees. This book offers a brilliant framework for maximizing performance improvement for both customers and internal stakeholders alike.”

—Vala Afshar, Chief Digital Evangelist, Salesforce

Coming JUNE 6, 2023

the experience mindset tiffani bova

If companies were to stop and take the time to truly deconstruct the greatest areas of employee dissatisfaction, they could begin to fix these issues and show progress and good faith to the employees. They could start improving EX. And in return, CX will improve as well. The benefits are real:

“We are treating our employees as customers,” Allstate CEO Tom Wilson says. “They don’t pay you in dollars, but in hard work.”

How do you achieve growth during
the Great Resignation?


“This simple philosophy guided our growth at The Ritz Carlton Company and it can guide yours too. Once you develop an experience mindset, you’ll make every decision with confidence and never lead the same way again.”
Horst Schulze
Cofounder and Former President, The Ritz-Carlton Hotel Company
“Implementing a positive employee experience and a positive customer experience takes wisdom and persistence. Fortunately, Tiffani Bova has both. This book is an invaluable, data-driven guide for leaders who are serious about growth.”
Amy Edmondson
Professor, Harvard Business School, and author of The Fearless Organization
“The saying should go, “Happy employee, happy customer!” Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked. As she demonstrates, unleashing human magic leads to improbable results. Let this book be your guide.”
Hubert Joly
Former chairman and CEO of Best Buy, and bestselling author The Heart of Business
“The top two issues keeping leaders awake are 1) attracting and retaining great talent and 2) stalled growth. This book gives leaders a playbook to address both challenges with one simple, powerful solution.”
Keith Ferrazzi
#1 New York Times bestselling author and executive team coach
“Tiffani has done it again! The expert in business growth, Bova provides a powerful guide to achieving long-lasting success through a more engaged and productive workforce.”
Dr. Marshall Goldsmith
#1 New York Times bestselling author of What Got You Here Won’t Get You There
“Growth guru Tiffani Bova makes a compelling case that when managers invest in the employee experience, customer success is a natural—and proven—byproduct. If you want to improve the experience for your customers and employees alike, read this book!”
Liz Wiseman
New York Times bestselling author of Multipliers and Impact Players


Today’s overemphasis of the customer experience came at the expense of the employee experience…so it should surprise no one that employees have abandoned companies in droves. To achieve growth, the new mindset leaders need is one that manages both the employee experience (EX) and customer experience (CX) at the same time from the top down.

What needs changing?

As we move to an experience economy, the interactions are what creates value (see Erich Joachimsthaler on what he calls the “interaction field” and Ron Adner on ecosystems).

You fill in a super important piece of the puzzle.

Ultimately, The Experience Mindset is about fully maximizing the leverage points between a strong employee experience and customer experience to create a virtuous cycle of momentum that leads to significantly better growth rates. It is a new operating model and an intentional, holistic approach that considers both employee experience and customer experience when making decisions for a company. By strategically pursuing an exceptional, balanced experience for ALL stakeholders, you achieve a sum greater than its parts, magnifying growth many times over.


TIFFANI BOVA is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500.

As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice.

She is also the host of the podcast What’s Next! with Tiffani Bova.

“Too many books dwell on strategy with no clear path to action. This book gives you a new way to see what drives growth and an action plan to deliver it at your company.”

— Ram Charan, CEO advisor, coauthor of Execution and Leading With Inflation

Coming JUNE 6, 2023