• Speaking of Service

Speaking of Service Podcast

Tune in to our Speaking of Service podcast where expert guests bring their outside view of the IIoT and discuss various aspects of service. Over the course of the series, we’ll cover some of the most important ways the IIoT can maximize service and bring value to your organization, including the need for remote condition monitoring, predictive maintenance, and so much more.

Speaking of Service

Welcome to Speaking of Service, the podcast that uncovers practical ways to grow service revenue, control costs, and improve customer satisfaction. If you’re looking to innovate, gain a competitive edge, or just learn about the latest service trends, you’ve come to the right place.

Watch Episode 3

Episode 3: Leading successful Smart Connected Product initiatives   

Chris MacDonald, head of AI & Analytics speaks with Anthony Moffa, Senior Director of Smart Connected Products at PTC to discuss how to successfully navigate the hurdles at the beginning or during the process of implementing a successful smart connected product strategy and how to use lessons learned to improve performance and outcomes.

This Episode's Speakers

Learn how to leverage your connected data and simultaneously apply three key methods of prediction to your service strategy

 

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Our host: Chris MacDonald
Head of AI and Analytics at PTC

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Our guest: Anthony Moffa
Senior Director of Smart Connected Products at PTC


Speaking of Service Episodes

  • Episode 1: IoT Data and Value—Real and Now

    Chris MacDonald, PTC’s Head of AI and Analytics, and Joe Biron, General Manager, Strategic Missions Products at Microsoft, discuss the adoption of connected products strategies and how harnessing the data stream of your connected products and underlying data strategies can unlock business value.

    Listen to the show!

    Read Chris MacDonald´s perspective on predictive maintenance in this related interview.

  • Episode 2: The State of Predictive Maintenance Programs—Value, Hype, and Reality

    John Carroll, CEO & Founder of the Service Council speaks with Chris MacDonald about the state of market execution and adoption, whether predictive programs are meeting expectations, and how a proactive analytics journey can get back on track.

    Listen to the show!

    Read the Service Council's Research Insight on the Journey to Predictive Service

  • Episode 3: Leading successful Smart Connected Product initiatives

    Chris MacDonald, head of AI & Analytics speaks with Anthony Moffa, Senior Director of Smart Connected Products at PTC to discuss how to successfully navigate the hurdles at the beginning or during the process of implementing a successful smart connected product strategy and how to use lessons learned to improve performance and outcomes.

    Listen to the show!

  • Episode 4: From data to insights—An incremental approach to smart connected products (Coming August 17, 2022)

    Chris MacDonald sits with Billy Milligan, Solutions Development Lead at Howden to discuss the smart approach Howden applies to incorporate more sophisticated analytics by prototyping and listening to users.

  • Episode 5: Service is about putting data first at the point of impact (Coming August 31, 2022)

    Chris MacDonald is joined by Chris Joynt, AI & Analytics Translator to give his perspective on the opportunity that service events present to completely transform customer relationships and better capture expert knowledge for a smart long term AI strategy.

  • Episode 6: Remote service without losing customer engagement and the human experience (Coming September 14, 2022)

    Aly Pinder, IDC’s Service Innovation and Connected Products Program Director, speaks with Chris Wolff on how shifting service to a more remote model provides significant value around revenue growth, cost reduction, sustainability — not to mention uptime and performance improvements for customers.

  • Episode 7: Driving health outcomes with connected data (Coming September 28, 2022)

    Andy Hay, CEO of Sysmex America discusses their path to digital transformation and how they kept a focus on driving health outcomes while executing on a smart connected products strategy.

  • Episode 8: Value Engineering and the Economic Value of Data (Coming October 12, 2022)

    Chris MacDonald speaks with Danny Jackson, Digital Transformation Director and Brian Allred, Global Director, Data Analytics and Digital Technologies at Autoliv about their digital transformation journey and how they've evaluated that strategic value of data.

  • Episode 9: Digital Transformation for everyone—How even small manufacturers can benefit from digitally transforming their operations (Coming October 26, 2022)

    Chris MacDonald speaks with Yuri Hovanski, Associate Professor, Department of Manufacturing Engineering at BYU and Nathan Hoyt, Internet of Things Software Developer, Bell & Howell about their research and how faculty and students at Bringham Young University are leveraging IoT data and platform technology to demonstrate how small manufacturers can identify, execute, and implement solutions including analytics to anticipate problems before they occur.

  • Episode 10: Get it right the first time—Using data to make service calls maximally effective (Coming November 9, 2022)

    Chris MacDonald speaks with Haroon Abbu, Vice President, Digital, Data, and Analytics at Bell & Howell about how they use data to support remote service calls and trouble shoot before sending technicians out to customers.

  • Episode 11: All hands on deck—Why data quality is everyone’s job (Coming November 23, 2022)

    Chris Joynt, AI & Analytics Translator joins us again to give his perspective on the responsibility that everyone—not just data scientists and AI engineers—must share in when it comes to implementing AI at scale and putting a strong emphasis on quality data.

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Catch up and subscribe to the full series

Liking what you’re hearing and itching to learn more? Click below to subscribe to the full series on your favorite streaming platform and stay up to date as new episodes are released.

Meet this Season's Hosts and Guests

  • Haroon Abbu - Vice President, Digital, Data and Analytics, Bell and Howell

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    Haroon Abbu is an accomplished leader with over 20 years of industry experience in leading technology enabled business transformation using digital technologies and advanced data analytics. He is currently leading a team of data scientists and solution architects to build next-generation analytics products and service capabilities powered by IoT, machine learning, and advanced analytics to drive service efficiencies and data monetization. He is a frequent keynote speaker and a panelist at various industry events and has published his work in business magazines and scholarly journals. He recently co-authored a book titled, Trust: The Winning Formula for Digital Leaders, a Practical Guide for Digital Transformation.

  • Brian Allred - Global Director, Data Analytics and Digital Technologies, Autoliv

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    Brian Allred is a global technology leader with over 20 years of experience delivering technical strategies and data-driven solutions. In his current role, he is responsible for Autoliv’s data analytics and digitalization technologies, focusing on big data, data sciences, data transformation, advanced analytics, and business intelligence. Brian works closely with executive management to deliver strategic digitalization initiatives and is committed to driving digital change.

  • Joe Biron - General Manager, Azure Strategic Missions Product Marketing, Microsoft

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    Joe Biron leads Azure Product Marketing for Strategic Missions products at Microsoft. The Strategic Missions portfolio focused on recent and emerging innovations to power the next generation of cloud computing including Azure IoT, Azure for Operators, Azure Space, and Azure Quantum. 

    Joe has spent his career in advanced technology, serving as a software engineer, systems architect, CTO and General Manager, always with an emphasis on forming product and market strategies to match technological breakthroughs to business value.

  • John Carroll - Founder and CEO, Service Council™

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    John Carroll has authored hundreds of case studies, articles and benchmark reports and has delivered speeches around the world on topics ranging from field service and labor strategies to emerging technologies such as Artificial Intelligence, Augmented Reality, IoT and more.

  • Andy Hay - President and Chief Executive Officer, Sysmex America, Inc; Executive Officer, Sysmex Japan, Inc

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    Andy Hay is driven by a passion for laboratory efficiency and improving healthcare. He sets the strategic direction for business growth and to advance market leadership for Sysmex across a region which includes all the Americas. Andy is also part of the global leadership and steering committee for the company, helping to design the strategies and build the relationships which are essential for Sysmex to be successful around the world.

    Andy holds a fellowship in medical laboratory sciences, specializing in hematology and blood group serology, from John Moore’s University in Liverpool, UK as well as an advanced management program degree from The Wharton School of the University of Pennsylvania. Prior to joining Sysmex in 1989, Andy had a decade-long career in hospital laboratories and working as a medical technologist.

  • Yuri Hovanski - Associate Professor, Manufacturing Engineering, Brigham Young University

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    Dr. Yuri Hovanski earned his B.S. Degree in Mechanical Engineering at Brigham Young University, and then completed his M.S. and Ph.D. degrees at Washington State University. Dr. Hovanski worked as a lead mechanical systems engineer for Bechtel National, Inc. prior to joining Pacific Northwest National Laboratory where he worked as a senior research engineer for more than a decade.

    Dr. Yuri Hovanski earned his B.S. Degree in Mechanical Engineering at Brigham Young University, and then completed his M.S. and Ph.D. degrees at Washington State University. Dr. Hovanski worked as a lead mechanical systems engineer for Bechtel National, Inc. prior to joining Pacific Northwest National Laboratory where he worked as a senior research engineer for more than a decade.

    In 2016, Dr. Hovanski joined the faculty of Brigham Young University as an associate professor of manufacturing engineering. He actively participates in numerous professional societies (SME, AWS, ASM, TMS, and SAE), as well as serving on various organizational committees and in division leadership roles. Having applied two decades of research, Dr. Hovanski has focused on the development of low-cost solutions to facilitate industrial application of friction stir welding.

    His collaborative research efforts globally have led to numerous advancements in closed-loop control and real-time defect detection. The merger of these efforts in intelligent manufacturing processes with the smart factory has been the focus of his most recent research. As a developer of university curriculum focused on Industry 4.0, he was recognized as one of the top 20 academics in smart manufacturing in 2021 by the Society of Manufacturing Engineers.

  • Nathan Hoyt - Internet of Things Software Developer, Bell & Howell

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    Nathan Hoyt recently graduated from Brigham Young University where he spent six years completing his BS and MS, both in manufacturing engineering. He spent his last three years at BYU working in the Smart Manufacturing research lab, led by Dr. Yuri Hovanski. During this time, Nathan contributed significantly to the development of university curriculum focused on Industry 4.0. In addition, he conducted Industry 4.0 research using various lab-scale factories and has recently submitted an article to the journal of Engineering Applications of Artificial Intelligence.

  • Danny Jackson - Digital Transformation Director, Autoliv

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    Danny Jackson delivers the practical application of technology to improve business processes. With over 20 years of experience in Manufacturing Operations, Supply Chain Planning, and Information Technology Management, Danny brings a unique perspective on how digital technologies can be leveraged to improve efficiency throughout the entire value chain.

  • Chris Joynt - AI Co-Innovation Lead, PTC

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    Chris Joynt began his career in a traditional sales role at IBM selling big data, BI (Business Intelligence), and data mining tools. He then took a position at a machine learning startup where he handled all functions related to revenue growth—from marketing and positioning to leading services engagements. For the startup to pursue an ML-as-infrastructure strategy, learning various software architectures to understand how ML (Machine Learning) might create value was key, as AI was still a nascent field.

    PTC acquired that company to integrate those very ML capabilities into the ThingWorx Platform. With IoT and digital transformation, there has been a push to better map those data flows to real world business and operational processes which has necessitated the creation of digital assets that could be quickly reconfigured to offer maximum adaptability. Chris' previous ML learnings have been invaluable in this current landscape where sensor data, legacy operational technology, and IT systems pull together to model processes where AI is used to make practical predictions.

  • Chris MacDonald - Head of AI and Analytics, PTC

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    Chris MacDonald joined PTC through the acquisition of Coldlight in May of 2015. Upon joining PTC, Chris led the Analytics Business Development team globally. In 2018, Chris formed and led the Global Analytics Center of Excellence with responsibility for all analytics business development, field engineering, and services for PTC’s IoT business. Most recently, Chris joined the Digital Transformation Solutions organization to ensure PTC’s solutions deliver rich insights to our customers in addition to his team’s charter to ensure customer success with AI & Analytics in the field.

    Through his work at companies such as Xerox, SAP, Oracle, Coldlight, and now PTC, Chris has helped companies across every vertical harness the value of data-driven innovation. Leveraging his expertise in IoT Analytics and Machine Learning, Chris remains focused on unlocking potential opportunities in evolving data ecosystems.

  • Dr. Billy Milligan - Solutions Development Lead, Howden

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    Dr. Billy Milligan, BEng(Hons) MSc PhD CEng MInstMC MIET, is an experienced controls and instrumentation design engineer having worked on the design, installation and testing of instrumentation and control systems used in the oil and gas sector, the water industry, bulk solids handling, and rotating equipment since leaving school. He is a Chartered Control and Instrument Engineer and a member of the Institute of Measurement and Control, the Institution of Engineering and Technology and a Freeman of the Worshipful Company of Scientific Instrument Makers. He currently sits on the council within the Institute of Measurement and Control as Honorary Secretary and is also Chair of its Digital Transformation Special Interest Group.

  • Anthony Moffa - Senior Director, Smart Connected Products, PTC

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    Anthony has extensive experience designing, manufacturing, and implementing diagnostic systems in a variety of industries including aerospace, nuclear power, and petrochemical.  Prior to joining PTC he was responsible for the design and implementation of 2 IoT programs, one in life safety and the other in the life sciences arenas.  He has been a long-time contributor to service research advisory councils managed by Aberdeen and The Service Council, holds a Mechanical Engineering Degree from Villanova University and has multiple Six Sigma certifications .

  • Aly Pinder Jr. - Program Director, Service Innovation and Connected Products, IDC

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    Aly Pinder Jr. leads IDC’s research and analysis of the service and customer support markets, including topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience. This research extends to innovative technologies like 3D printing for service operations, augmented and virtual reality in field support, and the use of IoT and advanced analytics for remotely monitoring and managing assets. Mr. Pinder Jr. establishes a roadmap for manufacturers to better understand how technology can transform service and support functions to drive exceptional customer experiences and value, profitable revenue growth, and improved efficiency in the field.

    Prior to his time with IDC, Mr. Pinder Jr. was an analyst researching the service and customer support market for ten years at The Service Council and the Aberdeen Group. He has established himself as a thought leader for the trends and best practices impacting manufacturers regarding field service, service parts management, and the IoT.

  • Chris Wolff - Sales VP, Strategic Partnerships, PTC Americas

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    Chris Wolff, “Wolffie”, joined PTC in November 2022 to establish a Field Alliance function within PTC Americas sales organization. Reporting to the DVP of Sales, Wolffie and the Field Alliance Managers help PTC sellers accelerate and expand customer value, leading complex ecosystems.

    Previously Wolffie led Dell Technologies Office of Global OEM and IOT Partnerships. making Dell’s partnerships with technology, IOT, software, cloud and reseller partners simple, predictable and profitable. She chaired the Dell Technologies IOT go-to-market committee, unifying Dell EMC, VMWare and Dell’s strategically aligned businesses behind award-winning solutions. She represented Dell OEM in Dell’s Digital Cities initiative.

    Wolffie spent 18 years establishing Dimension Data’s presence in the USA, and helping the Group grow from a 1000 to 30,000 employees globally. She established the Group’s solutions marketing, sales development, and talent engagement functions. She served as Dimension Data’s SVP, Group Cisco Alliance, accountable to Cisco’s Executive Leadership Team and the Dimension Data Group Executive Committee for the $4 billion partnership. In 2010 Dimension Data was acquired by NTT Holdings and now operates as NTT Limited.

    Wolffie has advised Dell, Secureworks and Seagate on GTM strategy. She serves pm the boards of the MIT Enterprise Forum, Duke AIMS, and SKAEL Inc. She spends her free time mentoring women in STEM, golfing and cheering the Duke Blue Devils.

Season 1: Industrial Machine Builders Series

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Industrial Machine Builders Podcast

" If you listen to your equipment in the field, you actually hear what your customers are saying to you, and that is the mindset change. I don’t really want to sell the piece of equipment—I want to sell the value that it delivers to that end user. "

- John Kadane, Senior Director of Product Marketing, PTC

Discover the ThingWorx Industrial IoT Solutions Platform

Explore the IIoT with ThingWorx

ThingWorx offers all the capabilities needed to extract value from smart, connected products and operations. With IIoT applications and solutions built on a market-leading technology platform, ThingWorx is the best IoT choice for companies serious about industrial innovation.



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