“The most successful companies are those that adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CS) at the same time,” explains Tiffani Bova , author of the new book, The Experience Mindset: Changing the Way You Think About Growth . The book’s teachings are based on exclusive research from two Salesforce studies of thousands of employees and c-suite executives around the globe, and further validated by hundreds of executive conversations and other industry research. “The needs and preferences of both customers and employees must be considered with every decision made, large and small – requiring an entirely new operating mentality,” says Bova. “To remain completive in today’s marketplace, investing in people is no longer a nice-to-have, but rather a must have.” Bova recommends that when companies are attempting to keep up with the relentless demands of customers, that they don’t favor the customer experience over the employee
The new book, Bridgebuilders , should be on the reading list of every public official, CEO, and civic leader. That is because throughout the book, authors William D. Eggers and Donald F. Kettl share compelling and instructive stories about some of today’s most successful bridgebuilders—federal state, and local government leaders who transcend boundaries and partner across sectors, to achieve success and meet their goals. “Bridgebuilding is the fresh, new approach that strengthens institutions, and government agencies by breaking free from organizational boxes and rigid, top-down leadership,” explains Eggers and Kettl. “Furthermore, the outdated model that worked well at one time—identifying a problem and creating a program designed to solve it—is giving way to new, muti-sector approaches to create public value.” The authors stress that leaders need to manage horizontally, making connections with other departments, as well as with stakeholders outside government to create ne