On this episode, author and advisor Tiffani Bova shares her journey of understanding the impact of technology on customer experience and the need to consider employee experience as well. Tiffani emphasizes the need to reduce effort for both customers and employees, as many companies have shifted the effort from customers to employees. She highlights the importance of considering the employee experience in order to improve customer experience and achieve growth.

Tune in to learn:

• Balancing employee experience with customer experience is crucial for business growth.
• Reducing effort for both customers and employees is essential for improving their experiences.
• Ownership of employee experience is often fragmented across different departments.
• Collaboration between departments is necessary to create a holistic approach to experience.
• Considering employee experience is key to achieving customer satisfaction and loyalty. Tracking employee effort is as important as tracking customer effort in order to improve the overall customer experience.
• The customer effort score is a useful metric for measuring employee effort and identifying areas of improvement.
• CX leaders should influence the executive team by journey mapping customer experiences and collaborating with IT to find solutions.
• Focusing on the employee experience is crucial for enhancing both employee and customer experiences.
• AI can be a powerful tool for improving customer experience, but it requires clean and reliable data.
• Human connections and great customer service can make up for shortcomings in other areas of the customer experience.

About the Guest:

“For more than 30 years, Tiffani Bova has stood at the forefront of business transformation across multiple industries and regions, specializing in driving top-line growth, sales transformation, and catalyzing customer and employee experience. She has held executive roles in sales, marketing, and customer service for startups and Fortune 500 companies, where she gained recognition as one of the first to develop a robust go-to-market model for cloud-based solutions in 2000, and indirect channel strategies adapting to evolving customer purchasing behaviors.

Her tenure as a Distinguished Analyst and Research Fellow at Gartner saw her significantly aiding major tech firms like Microsoft, Cisco, AWS and IBM in market expansion and revenue growth resulting in billions of dollars in new revenue streams. Following Gartner, she served as the Global Growth & Innovation Evangelist at Salesforce, focusing on fostering customer success within its extensive global ecosystem.

Bova is the acclaimed author of two Wall Street Journal bestsellers: “Growth IQ” and “The Experience Mindset,” both receiving global recognition. Her accolades are extensive. A 3x Thinkers50 recipient as one of the top business thinkers in the world, a top X/Twitter influencer in Business Growth, Customer Experience, Digital Transformation, the Future of Work, and Sales. She was named one of Inc. Magazine’s 37 Sales Experts You Need to Follow on Twitter, a 5x LinkedIn Top Sales Expert to follow, a Top 100 Women in Tech, a Brand Quarterly Magazine Top 50 Marketing Thought Leader, and one of the most Powerful and Influential Women in California according to the National Diversity Council.

As a highly sought-after keynote speaker, with over one thousand keynotes across six continents, Tiffani’s ability to captivate and educate an audience makes her a premier choice. Tiffani’s unique perspective on business transformation is regularly featured in prestigious publications such as Harvard Business Review, Forbes, and Fortune, as well as broadcast TV on Yahoo Finance, and MSNBC.”

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