Ciena Customer Experience: One Version of the Truth

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Sandra Fornasier, Global Director of Customer Experience for Ciena, introduces Ciena's customer experience (CX) strategy called "One Version of the Truth".

One Version of the Truth is an innovative approach to measuring customer experience -- taking Ciena's internal customer metrics and KPIs and comparing those with the external perception of how our customers are viewing us.

By joining up both sides of those views, Ciena's customer experience team can better understand where those realities meet.

This process involves identifying all the metrics that measured the customer experience, as well as sitting down with our customers and truly listening on how they measure their own success and Ciena's success.

This allowed Ciena to identify gaps, refine how we measure success and establish a common language and set of metrics with our customers.
Category
Ciena
Tags
Ciena, Sandra Fornasier, Customer Experience
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