This is CX, Episode 60: Getting back to growth: A conversation with Salesforce's Tiffani Bova

In this episode, Mike is joined by guest co-host Mike Rowland, Director and Customer Experience Strategy National Lead for West Monroe to have a conversation about how organizations can get back to growing their business again while navigating continuous interruptions created by the COVID-19 pandemic. For this discussion, Mike and Mike are joined by Tiffani Bova, Global Growth Evangelist at Salesforce and author of the book “Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business”. Together they talk about:

• The need to be employee-first and customer-centric
• How the lines are blurring between B2B and B2C, and how B2B organizations should look to B2C for signals and lessons learned
• The “heavy-dose” of listening required to understand how to meet customers' new needs
• How innovation and the ability to be nimble is the key to success coming out of the pandemic

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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.