
The Experience Mindset
Beschreibung
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- How people, processes, technology, and culture contribute to the "virtuous cycle" of EX and CX.
- Why the best companies have programs that minimize the customer's effort as well as the employee's effort (and how companies like Southwest and Best Buy get this right)
- How to effectively roll out technology solutions that boost both EX and CX (hard truth: only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.)
- What metrics you can use to measure EX, CX, and ultimately, the effect of the two together. You can't improve what you can't measure.
Weitere Details
Weitere Ausgaben
Andere Ausgaben

Person
As both a practitioner and academic she offers a unique perspective and has helped lead the tech industry through several evolutions over her nearly 30-year career as Salesforce's former Growth and Innovation Evangelist, and previously as a Research Fellow at Gartner and a sales, marketing and customer service executive for start-ups and Fortune 500 companies. She is the author of two Wall Street Journal bestsellers: GrowthIQ and The Experience Mindset.
While at Gartner, her forward-looking insights and guidance helped some of the largest technology companies in the world including Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, expand their market share and grow their revenues. She was a trusted advisor to multiple senior executives who were responsible for shifting from on-premise to as-a-service business models resulting in new billion-dollar divisions.
In the late 90's and early 2000s she was a pioneer of cloud computing, she previously led direct and indirect sales, marketing and customer service for two of the largest web-based start-ups in the US and spearheaded a newly formed division of a Fortune 500 company to $300 million in revenue over two and a half years.
Tiffani has been featured in Harvard Business Review, Fortune, Fast Company, Bloomberg, MSNBC-TV, Yahoo Finance, INC and Forbes. She is also the host of the podcast What's Next! with Tiffani Bova. More info here: https://www.tiffanibova.com/
Systemvoraussetzungen
Dateiformat: ePUB
Kopierschutz: Adobe-DRM (Digital Rights Management)
Systemvoraussetzungen:
- Computer (Windows; MacOS X; Linux): Installieren Sie bereits vor dem Download die kostenlose Software Adobe Digital Editions (siehe E-Book Hilfe).
- Tablet/Smartphone (Android; iOS): Installieren Sie bereits vor dem Download die kostenlose App Adobe Digital Editions oder die App PocketBook (siehe E-Book Hilfe).
- E-Book-Reader: Bookeen, Kobo, Pocketbook, Sony, Tolino u.v.a.m. (nicht Kindle)
Das Dateiformat ePUB ist sehr gut für Romane und Sachbücher geeignet – also für „fließenden” Text ohne komplexes Layout. Bei E-Readern oder Smartphones passt sich der Zeilen- und Seitenumbruch automatisch den kleinen Displays an.
Mit Adobe-DRM wird hier ein „harter” Kopierschutz verwendet. Wenn die notwendigen Voraussetzungen nicht vorliegen, können Sie das E-Book leider nicht öffnen. Daher müssen Sie bereits vor dem Download Ihre Lese-Hardware vorbereiten.
Bitte beachten Sie: Wir empfehlen Ihnen unbedingt nach Installation der Lese-Software diese mit Ihrer persönlichen Adobe-ID zu autorisieren!
Weitere Informationen finden Sie in unserer E-Book Hilfe.