What does it take to implement a world-class CX program?
The CXPA highlights leaders as part of their annual awards program:
Ciena, a global telecom company based in Maryland, was one of the winners. It implemented a CX program aptly named “One Version of the Truth” — which maps internal metrics against customer perceptions to identify misalignments. The program delighted customers and increased employee engagement. Congrats to Ciena!