For years, many companies have operated under the illusion that positive customer satisfaction scores and moderately good growth rates were enough to conceal a lurking issue: the silent suffering of the employee experience (EX) in the relentless pursuit of customer experience (CX) perfection.
It’s true; you can have good CX and a subpar EX and still manage to grow. You can even maintain a state of “good enough” for both EX and CX and eke out growth. But to truly soar, to break through the limits of the status quo, you must do more. You must enhance both in tandem, nurturing the symbiotic relationship between employee and customer experience, where both flourish and propel each other to new heights.
In this groundbreaking presentation, led by the renowned expert in sales, customer experience, and revenue growth, Tiffani Bova, you will discover how to unlock a new paradigm of growth from the inside out. Drawing from the insights encapsulated in her Wall Street Journal best-selling book, The Experience Mindset, and groundbreaking global research, Tiffani will guide you on the path to harmonizing these two essential dimensions.
Prepare for a transformative experience that will challenge the self-imposed tension between EX and CX, paving the way for a new, harmonious operating philosophy. As Tiffani reveals the blueprint for this convergence, you’ll be equipped with actionable insights and invaluable guidance that transcends theory and moves into practical implementation.
This is your chance to defy convention, to revolutionize your organization, and to embark on a journey toward remarkable and exceptional experiences and growth. With Tiffani Bova as your guide, you’re not just pushing boundaries; you’re shattering them, forging a path that challenges the status quo and leads to a future where the fusion of EX and CX accelerates explosive growth.
You’ll get actionable information and advice on how to put a new operating philosophy into action, including:
In a world where traditional sales tactics have lost their shine, the time for embracing cutting-edge technologies including AI, machine learning, and predictive analytics has arrived. These innovations hold the power to supercharge pipeline velocity, enhance quota attainment, and forge stronger customer connections. Those who seize the potential of these tools not only outshine their competitors but also raise the bar for what success means.
Enter Tiffani Bova, the unrivaled authority on sales and customer experience for the past three decades. Bova advocates transformation isn’t solely about technology—it’s a profound shift in mindset. It’s about kindling a passion for delivering exceptional seller experiences, nurturing leadership grounded in growth, fostering a culture of champions, and making customer-centricity your guiding star.
In her electrifying presentation, driven by insights from her Wall Street Journal best-selling book, Growth IQ, Tiffani Bova draws upon her vast experience as a sales leader in both startups and Fortune 500 giants. Her wisdom isn’t just theoretical; she’s been in the trenches, advising some of the largest sales organizations during their transformative journeys.
With a distinguished background as a research fellow at Gartner and her role as the former global growth evangelist at Salesforce, she’s been at the forefront of industry shifts.
Get ready to ignite your audience, infuse them with passion, and unlock their full potential as Tiffani unveils the keys to not just keeping up with the evolving landscape but thriving and prospering within it. This is your chance to lead the charge, redefine the rules of sales, and set new standards for success. With Tiffani Bova’s insights, you’re not just adapting to change; you’re becoming a driving force in the ever-changing world of sales.
Key Takeaways:
In an ever-shifting landscape of market expectations, it’s easy for companies to feel weighed down and get caught up in a challenging loop of dissatisfied customers, disengaged employees, and slowing growth.
Today’s business leaders are facing the unique challenge of attracting and retaining top talent, all while navigating increasing pressure to optimize costs and enhance productivity. These hurdles are just a glimpse of the complex puzzle that companies are striving to solve in their quest for continued and accelerated growth.
But here’s the beacon of hope: Tiffani Bova, an authority in the world of growth, sales, and customer and employee experience. Drawing from the wisdom encapsulated in her two Wall Street Journal best-selling books, The Experience Mindset and Growth IQ, Tiffani leverages two decades of experience advising some of the world’s most renowned brands on growth and innovation. Her journey as a research fellow at Gartner and her role as the global growth evangelist at Salesforce have honed her into a true industry luminary.
Tiffani doesn’t just offer solutions; she provides a holistic framework, a roadmap to sustainable top-line growth in an ever-evolving environment. Her advice transcends mere business strategy; it encompasses the art of cultivating a resilient company culture that thrives in the face of change. Her guidance also delves into the transformative power of data-driven decisions and the ability to inspire change throughout your organization.
By seamlessly integrating the capabilities of cutting-edge technologies with the wisdom of proven practices, Tiffani empowers your organization to tackle even the most formidable business challenges. It’s not just about adaptation; it’s about thriving and flourishing during certain and uncertain times.
Prepare for an enlightening journey led by one of the world’s foremost authorities on growth, sales, and customer and employee experience: Tiffani Bova. With her guidance, you’re not just navigating change; you’re charting a course towards continued success and inspiration.
Takeaways include:
Research has long established the link between customer experience (CX) and revenue generation. But the situation is more nuanced—and more interesting—than that.
CX is in fact locked with employee experience (EX) in an intricate relationship in which one depends on the other to gain maximum results. The fact is the fastest way to get your customers to love your brand, is by ensuring your employees love their jobs.
The one thing about growth is it is never one thing. Growth is a thinking game. To achieve it, we must find new and different ways to ignite a beginner’s mind that is open to new ideas and ways of doing things.
The pandemic was a black swan event that put an end to business as usual. In a matter of hours, days and weeks, the impact of COVID-19 forced entrepreneurs, leaders and businesses of all sizes to reimagine the future and build a resilient response to the crisis—finding new ways to stay connected and work together to create and uncover opportunity, as well as solve challenges locally and globally. Although some businesses faltered, many more have survived and even thrived because of a determination to think forward.
Tiffani Bova is a Wall Street Journal bestselling author of Growth IQ and a globally recognized growth strategist. Formerly a Distinguished Analyst at Gartner, she later served as Chief Growth Evangelist at Salesforce, where she advanced research connecting employee experience with customer experience to accelerate revenue.
Her landmark work on the Experience Equation, produced with Forbes Insights, shows companies that excel at both EX and CX grow significantly faster. A Thinkers50 ranked management thinker, Bova speaks worldwide on customer experience, sales effectiveness, partner ecosystems, and innovation.
Ranked for the last six years in the Top 50 Business Thinkers in the world by Thinkers50, Tiffani Bova is a luminary in the business realm, continuously reshaping our perception of growth and innovation. A thought leader of unparalleled expertise, Forbes aptly describes her as someone who “reshapes our perception of growth.”
Her nearly 30-year career spans across major facets of the tech industry, where she has made significant contributions as Salesforce’s former Growth and Innovation Evangelist and a Research Fellow at Gartner. Tiffani’s ability to seamlessly blend practical insights with academic prowess has cemented her reputation as a formidable force in business strategy, sales, and customer experience.
As a speaker, Tiffani Bova’s dynamic presence and profound knowledge make her a sought-after keynote speaker at major industry events and conferences. Her ability to articulate complex concepts with clarity and enthusiasm has captivated audiences globally, driving them to rethink their approaches to growth and customer engagement. Tiffani’s talks are not just informative; they are transformative experiences that leave a lasting impact on her listeners.
Before her tenure at Salesforce, Tiffani Bova was a Research Fellow at Gartner, where she provided critical insights into market trends and customer behaviors. Her research has been foundational for many companies in understanding the evolving landscape of sales and marketing. Tiffani’s ability to forecast trends and identify emerging opportunities has made her a trusted advisor to many Fortune 500 companies and startups alike. Her academic rigor combined with her practical experience offers a unique perspective that is both insightful and actionable.
With Tiffani Bova as a keynote speaker, events are sure to be memorable and impactful, leaving a lasting impression on attendees and driving them to take action.
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Tiffani Bova, growth strategist and top global influencer, explains how companies can rethink growth by centering customer experience.
Speaking to a crowd of 14,000, Tiffani Bova sets the stage with energy and insight, emphasizing that “we don’t actually sell technology—we sell change.” Named one of the world’s most influential marketers, she frames her message around sustainable growth and the strategies required to achieve it in today’s accelerating marketplace.
Bova warns that when companies hit a growth stall, recovery can take two to four years. To avoid this, leaders must think intentionally about growth rather than reactively. Drawing on her Growth IQ framework, she underscores the pace of innovation and the importance of keeping customers at the center of every decision.
She describes the flywheel effect where customers not only buy more but also advocate for the brand, bringing in others like them. However, she cautions that what companies believe they deliver and what customers perceive often diverge. That’s why she encourages organizations to pause, reassess, and align strategy with real customer expectations.
For Bova, customer experience is the new battleground. Consumers expect personalization, service excellence, and seamless interactions—at work as well as in their personal lives. CEOs, she explains, recognize that differentiation increasingly comes from service quality rather than just products.
Her keynote closes with a call to reframe growth: “What got us here may not get us there.” The future of competitive advantage lies in creating trusted, value-driven experiences that fuel both loyalty and expansion.
00:00–00:30 — Opening: Tiffani greets 14,000 attendees; “we sell change, not technology.”
00:30–01:20 — Growth stalls explained; can take years to recover without intentional planning.
01:20–02:00 — Pace of innovation and the need to keep up.
02:00–02:40 — Customers as consumers; expectations set by personal experiences.
02:40–03:20 — The flywheel effect: loyal customers bring in others.
03:20–04:10 — Gap between company intentions and customer perceptions.
04:10–04:50 — CEOs view service as the differentiator; CX as the new battleground.
04:50–End — Closing: reframe growth; trust and personalization drive future success.
A Thinkers50 LinkedIn Live conversation where Bova unpacks research showing why employee experience plus customer experience fuels faster revenue growth.
Thinkers50 founders Des Dearlove and Stuart Crainer introduce Tiffani Bova, author of Growth IQ and a ranked Thinkers50 thinker. Bova explains her hypothesis that Salesforce’s strong workplace culture, innovation, and growth were connected, leading her to commission research with Forbes Insights on the Experience Equation. The North America study found a clear link: organizations that invest in both employee experience (EX) and customer experience (CX) grow faster, with survey data showing materially higher revenue growth for firms excelling at both. She stresses this is not only about employee happiness, but empowerment, tools, and autonomy that enable better customer outcomes.
Bova contrasts companies that fixate on only CX or only EX with those aligning both, arguing for “employee first and customer centricity.” She discusses what changed post-pandemic: employees value reskilling, wellness, and collaboration from anywhere; customers expect contactless options, appointments, and seamless digital interactions. Technology should augment people, not replace them. She urges shared metrics across HR, marketing, sales, and IT to bridge silos, citing burnout prevention practices and frequent pulse checks as growth scales. Bova closes by previewing continued work tying EX and CX to measurable financial impact and encouraging leaders to reframe service organizations as growth engines.
00:00–01:00 — Thinkers50 intro; Bova’s role and Growth IQ.
01:00–04:00 — The Experience Equation origin and study design; EX + CX drives faster growth.
04:00–07:00 — Why “employee first and customer centricity” beats single-focus strategies.
07:00–12:00 — Post-pandemic shifts: reskilling, wellness, remote collaboration; contactless and appointment economies.
12:00–17:00 — Tech plus human: bots for scale, people for empathy; service as revenue engine.
17:00–22:00 — Bridging HR, marketing, sales, IT via shared metrics and data to reduce friction.
22:00–End — Managing burnout during hypergrowth; next steps for the research program.
In this Dreamforce keynote, Tiffani Bova explains how technology, customer expectations, and team alignment shape the future of sales.
Speaking as Salesforce’s Global Customer Growth and Innovation Evangelist, Tiffani Bova emphasizes that customer success—not just sales quotas must drive every decision. She frames three forces disrupting business:
Bova stresses that the real customer is evolving (e.g., connected devices ordering on our behalf) and that companies must redefine what “customer” means. She illustrates how poor processes, metrics, and siloed teams can break loyalty even for top-tier customers. Instead, she calls for:
Her closing message: technology alone won’t solve sales challenges, mindset, process, and culture must change to build truly customer-driven organizations.
00:00–03:00 — Introduction; why she joined Salesforce; focus on customer success.
03:00–07:00 — Disruption and innovation defined; customer expectations as the biggest disruptor.
07:00–12:00 — Technology’s role in selling: adoption challenges, culture vs. tools.
12:00–17:00 — Customer experience redefined: machine-to-machine commerce and brand touchpoints.
17:00–23:00 — Customer advocacy as the true sales engine; loyalty story from hotel brand.
23:00–30:00 — Disconnected teams, metrics, and journeys; aligning marketing, sales, and service.
30:00–36:00 — The future of customer-driven sales: predictive intelligence, smarter engagement, cultural change.
36:00–End — Call to action: adopt an outside-in, customer-first mindset to reset growth and loyalty.
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