Heather Ashton is Research Manager for IDC Manufacturing Insights responsible for the service innovation practice. Ms. Ashton's core research coverage includes the customer and service lifecycles in manufacturing, including CX and UX, field service, and warranty, as well as the impact of connected products on customer engagement and service transformation. Based on her coverage of connected products and innovation accelerators like IoT, AR/VR, and artificial intelligence, Ms. Ashton's research also includes an emphasis on operating model transformation in manufacturing, including connected service and product-service systems. In automotive, Ms. Ashton's research focuses on the impact of connected cars and emerging mobility options for Automotive OEMs' business models and service offerings.
Wednesday, May 2410:15 am – 11:00 am
Overcoming Obstacles and Defining Success on the Path to Successful Connected Service Initiatives
We've heard about the opportunities manufacturers are facing as they transition toward offering connected services, including higher margins, greater efficiencies, and improved customer satisfaction. But many companies are still struggling to get connected service initiatives off the ground. This panel discussion with PTC customers and partners will share a path forward beyond common obstacles to realize the potential of connected service.