SPOTLIGHT: Adopting an Employee Experience Mindset to Drive Growth, With Tiffani Bova

Author Tiffani Bova argues organizations don’t see the strong
connection between customer experience and employee experience.
Despite continued investments in the customer experience,
organizations tend to overlook how those changes affect how
employees get work done. Tiffani lays out the components of her
experience model — people, process, technology and culture — for
addressing employee experience challenges and growing the
business. She also shares advice for how HR leaders should make
the business case for employee experience to other leaders and
how organizations can hold themselves accountable through
metrics.


 




Tiffani is the former global growth evangelist at Salesforce
and author of the Wall Street Journal bestselling book, “The
Experience Mindset: Changing the Way You Think About Growth.”
Her previous book “Growth IQ” was also a WSJ bestseller.
Prior to working with Salesforce, she was a sales, marketing
and customer service executive for startups and Fortune 500
companies. Tiffani is also a former Gartner distinguished
analyst and research fellow.


 




Caroline is a managing vice president in Gartner’s HR
practice. Her teams help HR leaders build and
execute talent, diversity, rewards, and learning
strategies and programs. Caroline has also led Gartner
research teams on commercial banking strategy and
leadership. She holds a bachelor’s degree in East Asian
studies from Columbia University, and a master’s degree
in public affairs from Princeton University.