One Size Does Not Fit All: Adopting a Remote Approach to Quickly Achieve Customer Outcomes

In today's TaaS economy, companies must deliver value and quality while helping customers achieve economic and operational outcomes. Recognizing a growing concern in customer perception of services pricing versus value, Ciena launched a strategic initiative to understand the competitive landscape for their services. Because of conclusive feedback, Ciena recognized a severe misalignment between existing service offers and the value customers expected for the associated outcomes. In response, Ciena launched a tiered deployment-services model, leveraging remote capabilities, with dramatic results--delivery of value-based outcomes that meet the full spectrum of customer needs, rather than a specific few. In this session, Ciena's professional services product manager, Brian Ruffner, supported by partner, RTM Consulting, will review the program analysis and the resulting focus on addressing changing customer expectations in the TaaS economy.