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.<br /><br />Click play to watch episode 28.

This week on Speaking of Service

Episode 28: Barriers Faced When Scaling Digital Transformation in Field Service Organizations

We asked a number of LiveWorx attendees to describe the barriers facing field service organizations when scaling their digital transformation projects, like security, the aging workforce, and more. Hear their perspectives from Chris Wolff when she sits with Anthony Moffa. Here from attendees from bioMérieux, Bell and Howell, and Harpak Ulma.

Key Questions:

  • How can implementing an IoT program save money and enhance businesses?
  • What is a bad actor?
  • How high of a priority is security? 

Common Barriers to Digital Transformation

This episode's speakers

chris-wollf-headshot-750x500

Our host: Chris Wolff
Sales VP, Strategic Partnerships, PTC Americas

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Our host: Anthony Moffa
Senior Director, SCP Sales and Strategic Initiatives


Speaking of Service episodes

Episode 32: Proving How Smart Rubber Can Really Meet the Road (airing June 5th)

What do bicycles, motorcycles, tractors, agricultural machinery, cars, trucks, and airplanes all have in common? Among other things, the tire continues to be the only component that contacts the ground. And while tires only move things from point A to B, they also play a critical role in many areas. Did you ever consider how smart these tires could and really should be, considering the critical role they play in safety and fuel efficiency? Today, we speak with two experts in the field: Kamakshya Prusti and Abhinav Deep Saxena from Bosch Software and Digital Solutions, who will explain why we must make ourselves familiar with the huge potential there is for the tire of the future that is right on our doorstep.

Key Questions:

  • What makes the tire such a vital vehicle component?
  • What is the one thing that lidar, radar, and computer vision can’t replace in enhancing vehicle autonomy?
  • What are some things that can limit unit- or system-level performance tests and leveraging tools like Highly Accelerated Life Testing (HALT)?

Episode 31: How FUJIFILM Sonosite Is Paving the Way With Its Security Paradigm (airing May 15th)

How do we go back and uplift our security environments that are already operational with products that are already out in the market? There is an opportunity to use existing integration with PTC´s ThingWorx, as an example, which can be expanded by taking into account the initial product design all the way through to servicing products in the field. The digital and physical worlds are a closed loop and that's pretty powerful! Today, we welcome Harald Fiedler, Director of Integrated Product Quality and Cybersecurity at FUJIFILM Sonosite, to tell us about its journey and how it raised the security bar.

Key Questions:

  • Which type of customer is more likely to have security and privacy as a first thought?
  • Why was partnering with PTC and Device Authority the right decision for FUJIFILM Sonosite?
  • Why build an IoT infrastructure when it can be purchased commercially?

Episode 30: Impact of AI [Or in Reality-Enhanced Machine Learning] in an IoT Environment (airing April 17th)

AI has become a buzzword that is used each and every day in a variety of different contexts. What about when it comes to field service organizations—is AI really just enhanced machine learning? We have brought in an expert in the field—James Penney, Chief Technology Officer at Device Authority, to share his experience and give us an overview of where AI and machine learning stand today.

Key Questions:

  • What is the relationship of AI and machine learning in an IoT environment?
  • How does the continuous validation and authorization of connected devices provide data to platforms and processes?
  • How is security prioritized from a design perspective and from an implementation perspective?

Episode 29: The Trend of Security Within Field Service Organizations (airing March 20th)

Field service organizations are constantly monitoring and paying attention to devices in the field. So we are increasingly seeing security as a core feature within our products, as opposed to it being a necessary evil. At PTC, we are invested in security and today we are speaking with our partner, Tyler Gannon, Vice President Product Marketing and Strategic Alliances, Iot/OT Security at Device Authority, to discuss the whole area of security and how Device Authority views security in terms of its customers.

Key Questions:

  • What does TLS stand for?
  • Why are field service organizations paying more attention to security?
  • How does connecting devices to the internet create both an opportunity and a threat?

Episode 28: Barriers Faced When Scaling Digital Transformation in Field Service Organizations

We asked a number of LiveWorx attendees to describe the barriers facing field service organizations when scaling their digital transformation projects, like security, the aging workforce, and more. Hear their perspectives from Chris Wolff when she sits with Anthony Moffa. Hear from attendees from bioMérieux, Bell and Howell, and Harpak Ulma.

Key Questions:

  • How can implementing an IoT program save money and enhance businesses?
  • What is a bad actor?
  • How high of a priority is security?

Episode 27: Three Themes Changing Field Service in 2024

As the market continues to evolve, field service organizations must continue to invest in more advanced solutions capable of acting with greater autonomy to improve productivity. In this episode, we speak with leading expert Kate Leggett from Forrester on what to expect from service innovation and market direction in 2024 for. Kate will also explore why companies need better access to more field asset data that can be readily shared with other enterprise systems and delve into more utilization of artificial intelligence and machine learning technologies to predict future issues and resolve remotely while improving the customer experience.

Key Questions:

  • How is field service a continuation of the CRM journey?
  • How can field service organizations drive revenue?
  • Why is training and upskilling important for field service technicians?

Listen to the show

Discover more about the importance of sustainable maintenance

Episode 26: Driving Service Value with Digital Transformation

We asked a number of LiveWorx attendees about the value-based service their organizations currently receive, or expect to receive, over the next 12 to 24 months for their digital transformation projects. Listen to Chris Wolff and Anthony Moffa discuss this topic, specifically about how to drive service value and how our LiveWorx attendees from bioMérieux, Bell and Howell, and Harpak Ulma answered.

Key Questions:

  • In what ways are field service organizations evolving?
  • How can digital transformation bring new revenue and business models to businesses?
  • How can variability be reduced when making service calls?

Listen to the show

Read Anthony´s perspective on the value of digital transformation for field service

Episode 25: The Role of Predictive Maintenance in Field Service Organizations

Unplanned downtime is the enemy of efficient service, and when technicians are forced to react rather than predict, the resulting services is expensive, inefficient, and unsustainable over time and potentially harmful to customer relationships. Therefore, IOT predictive maintenance needs be top of mind for all field service organizations and the greater eco system.

In this episode of Speaking of Service, Mohan Gatta, Managing Partner, Service Lifecycle Management, Tata Consultancy Services (TCS), joins host Chris MacDonald, AI and Analytics expert, to share his perspectives on the need for predictive maintenance within the field service organization, what he experiences with customers, and how those learnings can in turn drive greater returns for other customers.

Key Questions:

  • What major business or economic drivers move companies to consider going to predictive maintenance?
  • Why is predictive maintenance so critical to enabling outcome-based service?
  • What is the as-a-service model?

Listen to the show

Discover more about predictive-service-journey-quiz

Episode 24: Is Field Service Organization Really at a Major Deflection Point?

On this episode of Speaking of Service, VP of Strategic Partnerships at PTC Chris Wolff’s guest is John Ragsdale, Researcher and VP of Technology Ecosystems at Technology Services Industry Association (TSIA), to discuss progressive technology in service.

The world of service is more exciting than ever with advanced capabilities like remote resolutions. However, many industries still rely on their own technology. The focus now is on companies using emerging AI capabilities to benefit from smarter solutions such as predicting issues and understanding patterns.

Key Questions:

  • How can the complexities of technology make it hard for customers to get value from technology?
  • Has the cloud failed in its promise to remove complexity?
  • What is technical debt?

Listen to the show

Discover more about field-service-and-digital-transformation

Episode 23: Field Service Organizations Contribute to Sustainability Efforts Long Before it was Termed Cool!

In this episode of Speaking of Service, Aly Pinder, Research Vice President, Worldwide Aftermarket Services Strategies, IDC, speaks with Chris Wolff, VP of Strategic Partnerships at PTC, on his thoughts around how sustainability supports the field service world and drives value to the customer.

Field service organizations have been contributing to sustainability efforts long before sustainability was cool. What’s new is the view on how teams on the ground make better decisions to improve service and support greater sustainability efforts.

Key Questions:

  • What percentage of assets are connected today?
  • What geographic implications and initiatives for sustainability have been discovered in IDC’s research?
  • What is the generational impact of service engagement?

Listen to the show

Discover more about the importance of sustainable maintenance

Episode 22: Industrial Machinery for Packaging—Moving the Needle in the IoT Customer Journey & Business Model

In this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, and Martina Stefanon, Business Development Manager IMA Digital at IMA Group, discuss IMA Group’s IoT customer journey and business model—a state-of-the-art predictive maintenance and real-time monitoring service.

IMA Group, a key player in the packaging industry's IoT sector, uses PTC's Service Optimization Solutions to bring about a significant change in the IoT customer journey and business model. Chris talks with Martina about her visionary marketplace for algorithms.

Key Questions:

  • How did IMA Group build its platform with ThingWorx?
  • What kind of data platform does IMA use to deliver digital services?
  • What were some of the challenges IMA faced in bringing its digital vision to fruition?

Listen to the show

Discover more about how IMA builds new value for themselves and their customers using IIoT

Episode 21: Perspective on PTC’s Commitment to Service Operations

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, is joined by Howard Heppelmann, Divisional Vice President of PTC’s IoT Business, to discuss Howard’s perspectives on the service market, particularly PTC’s commitment to service.

McKinsey & Company analyzed 30 industries and found that the average earnings before interest and taxes (EBIT) margin for aftermarket services was 25%, while new equipment sold had a margin of 10%. PTC prioritizes service and aims to bring value to customers’ service strategies.

Key Questions:

  • How can service contribute to an organization’s profitability?
  • How is it critical for field service organizations using modern field service solutions to optimize the dispatch of resources?
  • What is the only thing that’s better than using remote monitoring to better inform service technicians?

Listen to the show

Discover More on How to Grow your Service Business with PTC´s Service Optimization Solution

Episode 20: Seven Keys to Improve Service with the IoT

In this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, chats with Jim Brown, President of Tech-Clarity, about his service market research and his perspectives on field service and current developments.

Service transformation is necessary in current economic conditions. Profitability and asset longevity are crucial. Leaders can build on early efforts and apply lessons learned to drive repeatable value. Those who have not started may face competition from more mature organizations.

Key Questions:

  • Why start with a business strategy instead of starting with connectivity?
  • How do businesses and manufacturers cope during lean economic times?
  • What are some pragmatic recommendations for businesses to get started in improving their service with IoT?

Listen to the show!

Read the Tech-Clarity blog: Are These Seven Tips to Improve Service with the IoT Enough? What’s Missing?

Episode 19: The Current State of Field Service

On this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, talks with John Carroll, CEO and Founder of The Service Council™, about how he sees the current stage of field service and what are the predictions for the future and what should field service organizations look out for.

Companies now view field service and operations differently due to the current economic environment. Service has become a profit center instead of a cost center. What is the current state of field service, what does the future hold, and what should field service organizations be paying attention to?

Key Questions:

  • What kinds of shifts has The Service Council seen from 2018 to 2021?
  • What are some of the ongoing internal and external pressures and trends facing business leaders?
  • What are YOY investment trends revealing about frontline wages and training?

Listen to the show!

Read The Service Council Perspective on Remote Service Becoming the Standard

Episode 18: Karl Storz Medical Equipment Connected Service:  Speed, Cybersecurity, and Compliance

On this episode of Speaking of Service, VP of Strategic Partnerships Chris Wolff’s guest is Marco Zeller, Director, Remote Service & Io(M)T, Karl Storz, who discusses how Karl Storz, and other original equipment manufacturers, look for systems that offer the latest software updates for improved uptime, compliance, and cybersecurity. These systems must also provide operating rooms with fast value. Karl Storz ensures equipment safety and innovation to enhance patient outcomes.

Key Questions:

  • How are connected devices secured in the OR?
  • What role does the cloud play in the connectivity of devices?
  • How can the latest software be installed on a machine without risking the safety of the entire system?

Listen to the show!


Discover more on how IoT for Service drives better business results

Episode 17: Condition based Maintenance—What the Industrial Sector Can Learn from Military and Defense

On this episode of Speaking of Service, Chris Wolf, VP of Strategy Partnership, is joined by Jeffrey Miller, director of Digital Performance Management at Calypso, to speak on the topic of condition-based maintenance and how companies in the industrial sector can learn from military and defense when it comes to service operations.

Condition-Based Maintenance Plus (CBM+) is a US Department of Defense effort to enhance military asset readiness. The Naval Sea Systems Command (NAVSEA) has stated that proper execution of CBM+ guarantees timely and cost-effective maintenance, leading to improved operational availability. The industrial sector can learn from the military and defense's demonstrated success in this area.

Key Questions:

  • What were the Department of Defense’s ambitions in creating a framework and guiding principles on condition-based maintenance?
  • What is the maturity model?
  • How have connectivity and the nature of data spearheaded companies’ use of analytics?

Listen to the show!


Discover more on how IoT for Service drives better business results

Episode 16: Connected Service Strategy—How to Start and Speed to Value!

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships, talks to Anthony Moffa, Senior Director of Smart Connected Products at PTC, about how companies can make the most out of their connected service strategies.

Companies must implement a strategy to connect their products to achieve desired value quickly and also reduce total cost of ownership, while getting faster time to value. The focus is no longer on why, whether, or if, but on how to start and speed up the process. Smart connected products in a connected service strategy lead to improved overall efficiency.

Key Questions:

  • What is the value of connecting older pieces of equipment?
  • Can users be assured that smart connected accelerators will be usable?
  • How can the fears and concerns of IT organizations be addressed while also continuing to improve the customer experience?

Listen to the show!


Discover more on how IoT for Service drives better business results

Episode 15: It Takes a Village—Your Ecosystem is Key to Fast-time-to-Value

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships, is joined by Randy Thompson, Senior Business and Technology Architect at Transition Technologies, to talk about how collaborating with an integration partner does not result in additional costs.

Partnering with an integration partner does not increase costs. The right ecosystem can shorten project time-to-value and increase ROI. However, this is only true if working with an experienced and organized partner. By getting the right advice from the right team, total cost of ownership and time to value can be reduced.

Key Questions:

  • What does engineering do?
  • How did ThingWorx help Transition Technologies to deliver IP to accelerators?
  • How is Transition Technologies approaching the human capital challenge?

Listen to the show!


Discover more on how IoT for Service drives better business results

Episode 14: Driving Customer Value and New Aftermarket Revenue from Data: Sani-Matic’s Journey About Digital Transformation in Manufacturing Industry

On this episode of Speaking of Service, VP of Strategic Partnerships Chris Wolff’s guest is Peter Barry, Product Management Director at Sani-Matic, to explain how the SaniTrend™ System's linked data streams generate customer value and aftermarket revenue for genuine digital transformation in the manufacturing industry.

Sani-Matic offers essential equipment for food & beverage and bio-pharm manufacturers that ensures systems are prepared for each batch or new product run without any cross-contamination or sanitation problems, which can negatively impact cost, final product quality, and throughput.

Key Questions:

  • How does Sani-Matic use 3D modeling software for custom design?
  • What kind of data are clients most interested in?
  • How was PTC able to partner with Sani-Matic on cloud security?

Listen to the show!


Find out more about Sani-Matic and Cloud Security

Episode 13: Faster Time to Value for a Smart Connected Products Strategy

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, welcomes Lora Estey, Product Manager at PTC’s Smart Connected Products Group, to discuss how business teams in the aftermarket industry are successfully meeting their goals for time to value and total cost of ownership, while also increasing profit margins and utilizing resources efficiently.

To achieve necessary performance, IIoT technology must have a short time to value and low total cost of ownership. This is especially important in an environment of rising interest rates, and crucial for meeting required program ROI.

Key Questions:

  • How are service technicians responding to a smart and connected strategy?
  • What do people love and hate about ThingWorx?
  • Can a smart connected products strategy transform field service or support a new, digital business initiative?

Listen to the show!


Read Lora's Blog: Service Your Products Better with a Connected Strategy

Episode 12: Remote Service Management: The New Standard to Increase Customer Satisfaction

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, sits down with John Carroll, CEO and Founder of The Service Council™, to discuss new data documenting current trends in dispatch cost and technology implementation, along with timely analysis of customer and company expectations for remote service management.

Manufacturers are relying more on digital tools to improve service experiences, as well as digital communication channels and remote service capabilities to lower costs, boost productivity, and increase customer satisfaction. The Service Council's new research examines the effects of digital transformation in manufacturing, especially for service teams, and analyzes the benefits and obstacles that service leaders encounter.

Key Questions:

  • How do operational performance and customer satisfaction depend upon one another?
  • What are the drivers moving businesses to a remote structure?
  • Is customer preference changing more to self-service?

Listen to the show!


Review the Service Council Report: Remote Service Becoming the Standard

Episode 11: All Hands on Deck—Why Data Quality Is Everyone’s Job

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, talks with Chris Joynt, AI and Analytics Translator, about the advantages of organizations that put out strong quality data.

Successful implementation of AI at scale requires a focus on quality data. This responsibility is shared by everyone, not just data scientists and AI engineers. Organizations that stack use cases and take advantage of compounding returns prioritize quality data.

Key Questions:

  • What role do service technicians and operators play in ensuring data quality?
  • What are the aspects of data drift?
  • What are some opportunities to ensure data quality and translate what the analysis means?

Listen to the show!


Are You Ready to Capture Value from Predictive Service Today? Take the Quiz and Find Out!

Episode 10: Get It Right the First Time—Using Data to Make Service Calls Maximally Effective

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, sits down with Haroon Abbu, Vice President, Digital, Data, and Analytics at Bell & Howell, to discuss how the company utilizes data to provide remote service calls and conduct troubleshooting procedures prior to dispatching technicians to assist customers.

Bell & Howell’s approach to data significantly enhances the effectiveness and efficiency of service calls, as measured by first-time fix rate.

Key Questions:

  • How can businesses know when a critical asset or device is going to fail?
  • How can companies leverage customer data?
  • How did Bell & Howell process real-time machine data with ThingWorx?

Listen to the show!


Learn How Bell and Howell Transforms the Business of Service

Episode 9: Digital Transformation for Everyone—How Even Small Manufacturers Can Benefit from Digitally Transforming Their Operations

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, talks with Yuri Hovanski, Associate Professor, Department of Manufacturing Engineering at Brigham Young University, and Nathan Hoyt, Internet of Things Software Developer at Bell & Howell, to discuss how BYU faculty and students are utilizing IoT data and platform technology to demonstrate how analytic solutions help small manufacturers to predict and prevent problems.

Connected operations provide Service and Quality insights that are valuable to both large and small manufacturing organizations. The benefits of connected assets, visualization, and analytics can result in positive ROIs for both large and small companies.

Key Questions:

  • How are small manufacturers invested in digital transformation?
  • Are smaller companies seeing IoT technologies as a competitive advantage?
  • What has this research proven about IoT and analytics technologies in terms manufacturing processes and service strategies?

Listen to the show!


Read the RTInsights editorial into Integrated Predictive Analytics: Enabling the Transition to Proactive Maintenance and New Business Models

Episode 8: Value Engineering and the Economic Value of Data

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, welcomes Danny Jackson, Digital Transformation Director, and Brian Allred, Global Director, Data Analytics and Digital Technologies at Autoliv, to discuss the company’s digital transformation journey and how it’s evaluated the strategic value of data.

The value of data can be measured and quantified through a specific use case where technology and data combine to create business value. However, the strategic value of data has a larger impact on an organization, as it can be applied to multiple use cases, not just one.

Key Questions:

  • How does Autoliv think of data as a strategic asset?
  • How does the nature of data feasibility and reality tie into an identified or prioritized business case?
  • What is the right balance between data ownership and data governance?

Listen to the show!


Read the supporting report: Improve Service with Remote Condition Monitoring

Episode 7: Driving Health Outcomes with Connected Data

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, has a discussion with Andy Hay, President and CEO, Sysmex America, Inc., about the company’s path to digital transformation and focus on driving health outcomes.

The medical device industry is highly regulated, and compliance with various standards and regulations is crucial. Smart connected products have revolutionized the way medical devices are designed, manufactured, and used.

Key Questions:

  • How does Sysmex manage data streams that are distinct, but connected?
  • Does the medical device space have a strategy in place to minimize risk?
  • How is evidence-based maintenance used to change or make adjustments to components?

Listen to the show!


Sysmex leverages the Internet of Medical Things (IoMT) to disrupt the blood testing market – Check out how!

Episode 6: Remote Service Without Losing Customer Engagement and the Human Experience

On this episode of Speaking of Service, Chris Wolff, VP of Strategic Partnerships at PTC, talks with Aly Pinder, Program Director – Service Innovation & Connected Products at IDC, on how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to completely transform customer relations and better capture expert knowledge for a smart long-term AI strategy.

Service organizations are providing resolution and quality experiences in-person and remotely. To maintain high customer perception of service value without a technician onsite, service teams must take certain measures.

Key Questions:

  • How can shifting service to a more remote model provide significant value around revenue growth, cost reduction, and sustainability?
  • What effects did the COVID pandemic have on best practices around service delivery?
  • How can organizations foster collaboration under financial and social constraints?

Listen to the show!


Read the corresponding IDC Report: Remote Service Without Losing Customer Engagement and the Human Experience

Episode 5: Service Is About Putting Data First at the Point of Impact

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, has a discussion with Chris Joynt, AI and Analytics Translator at PTC, on how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to completely transform customer relations and better capture expert knowledge for a smart long-term AI strategy.

Service leaders have focused on managing service efficiently, including parts management, dispatching technicians, and more. While this approach has generated useful historical data, it fails to capture how machines are being used.

Key Questions:

  • How can data be better collected, managed, and capitalized on?
  • What does it mean for companies to strategically embed themselves deeper into their customers’ operations?
  • What is a virtuous cycle and what does it mean to a service organization?

Listen to the show!


Explore a transformation roadmap approach organizations are advised to follow to bring AI to life.

Episode 4: From Data to Insights—An Incremental Approach to Smart Connected Products

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, has a discussion with Billy Milligan, Solutions Development Lead at Howden, about the smart approach Howden applies to incorporate more sophisticated analytics by prototyping and listening to users.

Howden has successfully overseen the launch, expansion, and enhancement of its Uptime platform by carefully considering feedback and continuously improving its features to benefit decision makers.

Key Questions:

  • What is the value of taking an iterative approach to building proactive intelligence as part of a smart connected product strategy?
  • Is taking an iterative approach the best way to mitigate risk in predictive projects?
  • How do we think about the problems in the data before thinking about the approach to given insight?

Listen to the show!


Discover ways to leverage connectivity and predictive analytics to proactively service products in the field!

Episode 3: Leading Successful Smart Connected Product Initiatives

On this episode of Speaking of Service, AI and Analytics Expert Chris MacDonald’s guest is Anthony Moffa, Senior Director of Smart Connected Products at PTC, to discuss how to successfully navigate hurdles incurred at the beginning or during a service transformation process and how to use lessons learned to improve performance and outcomes.

Chris and Anthony talk about what it takes to lead successful digital transformation initiatives and implement smart connected product strategies. It's not just about technology or opportunity, but also organizational skills and expertise.

Key Questions:

  • What does it take to lead and successfully implement smart connected product strategy initiatives?
  • What are some of the obstacles that can get in the way of a smart connected product strategy initiative?
  • What were the organizational elements that allowed Anthony Moffa to successfully implement smart connected product strategy initiatives at two major companies?

Listen to the show!


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

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

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert sits down with John Carroll, CEO and Founder of The Service Council™, to discuss the state of market execution and adoption, whether predictive programs are meeting expectations and how our proactive analytics journey can get back on track.

Chris and John talk about implementing predictive maintenance to drive a service strategy. As companies gather more data about their products, devices, and processes, there is a need to turn that data into a proactive service approach. But many companies struggle to fully realize the value of predictive service and transform their approach to one that is more cohesive.

Key Questions:

  • What major initiatives are businesses using to measure their success?
  • Do organizations culturally understand and appreciate the importance of service as it pertains to the overall health of their business?
  • How can businesses get back on track with implementing or modernizing technology stacks?

Listen to the show!


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

Episode 1: IoT Data and Value—Real and Now

On this episode of Speaking of Service, Chris MacDonald, AI and Analytics Expert, 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.

Chris and Joe talk about how digital transformation and the use of IoT and advanced analytics are already delivering value to many enterprises. Companies are getting devices online, but lack confidence in using collected data, limiting the ROI on connected systems.

Key Questions:

  • Are we still an IoT market?
  • What is the journey like for the user adopting these new technologies?
  • What should service businesses do differently to implement, digitize, and transform?

Listen to the show!


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

Meet this season's hosts and guests

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

Brian Allred, a tech veteran with 20+ years, drives data-driven solutions as a global tech leader. At Autoliv, he oversees big data, data sciences, advanced analytics, and business intelligence, aligning with executives for strategic digital initiatives.

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

Haroon Abbu is a seasoned leader with 20+ years driving tech-driven business change via digital solutions and data analytics. Presently, he heads a team of data scientists and architects developing IoT, ML, and advanced analytics-based products for enhanced services and data monetization. A regular industry speaker and panelist, his work is featured in business publications and academic journals. He's also a co-author of "Trust: The Winning Formula for Digital Leaders," a guide on digital transformation.

Pete Barrie - Product Management Director, Sani-Matic 

Pete Barrie holds a Chemical and Biological Engineering degree. He transitioned from engineering to Product Management at Sani-Matic, managing marketing, development, and teams. He directs product strategy across diverse industries. Active in technical development through ASME Bioprocessing Equipment Committee and 3-A Work Group, Pete is a Preventive Controls Qualified Individual (PCQI) and is Hazard Analysis and Critical Control Points (HAACP) certified.

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

Joe Biron is Microsoft's Azure Product Marketing head for Strategic Missions. With a tech-focused career spanning software engineering, systems architecture, CTO and General Manager roles, Joe excels at aligning technological innovation with business strategies for maximum value.

Jim Brown - President, Tech-Clarity Inc

Jim Brown, founder of Tech-Clarity in 2002, has over 30+ years in manufacturing and software. A skilled researcher, author, and speaker, he's dedicated to enhancing business performance via digital strategies and software tech. Jim's current focus is investigating the manufacturing industry's digital transformation and technology convergence effects.

John Carroll - Founder and CEO, Service Council™

John Carroll, a prolific author, has penned numerous case studies, articles, and benchmark reports. He's a global speaker covering topics like field service, labor strategies, and cutting-edge technologies such as AI, AR, and IoT.

Lora Estey - Product Manager, PTC

Lora Estey specializes in Smart Connected Product solutions within the IIoT ThingWorx Platform. Her background includes collaborating with clients at PTC's IIoT Center of Excellence and roles as a Release Engineer, Development Tools Lead, and DevOps Engineer. Lora holds a bachelor’s degree in engineering with an Electrical focus from Grand Valley State University.

Harald Fiedler - Director of Integrated Product Quality & Cybersecurity at FUJIFIM SONOSITE

Harald Fiedler is the Director of Integrated Product Quality & Cybersecurity at FUJIFIM SONOSITE. He leads Cybersecurity Engineering, Systems Engineering, Systems Verification, Systems Integration, Compliance Engineering, Hardware Verification, and Configuration Management. His teams comprise approximately 40% of the entire R&D organization of SONOSITE. Previously, Harald worked at one of the largest Medical Device Manufacturers headquartered in the Netherlands, where he instituted Cybersecurity & Privacy across all modalities worldwide. Amongst other leading R&D positions, Harald worked to establish the R&D center and its first CT product line in Suzhou, China. Harald is an RF engineer (MS), has a CISSP, CIPP, is USCG Captain, a certified closed circuit rebreather diver and dabbles lately in landscaping and digging holes with his newly acquired tractor. Driven by curiosity and the urge to get things done, culminates in a very busy life. Whenever there is a moment of downtime, Harald enjoys hiking and engages in landscape and portrait photography.

Tyler Gannon - Vice President, Product Marketing and Strategic Alliances, Device Authority

Tyler Gannon has more than 20 years experience in enterprise technology focused on building strategic alliances that driving market growth. Over a 12-year career with Microsoft in a variety of roles he managed global strategic partners, led business development teams, and focused on technology integration for joint sales initiatives. Most recently he served as VP of Business Development and Strategy for eCare Vault, an early-stage SaaS company providing  privacy-compliant collaboration services for Public Sector and Healthcare customers, and spent time with PTC as Director of Microsoft Alliance for the Americas. He’s also a tech founder, having built an identity-provisioning service, bridging the gap between on-premise and cloud-based authentication platforms, which was acquired in 2016.  His experience with identity and compliance, coupled with broad industry experience across Public Sector, Healthcare, and Manufacturing will be a valued addition to the North American team. He is passionate about building lasting business relationships between organizations that create powerful partner ecosystems. His focus at Device Authority will be to help drive North American market growth through strategic partners.

Mohan Gatta - Managing Partner, Customer Experience Transformation and Service Lifecycle Management Growth and Transformation, Manufacturing, Energy and Resources Unit Tata Consultancy Services

Mohan Gatta is a leader at TCS, focusing on Customer Experience and Service Lifecycle Management in Manufacturing, Energy, and Resources. With 30 years of experience across automotive, industrial, aerospace, and defense sectors, he drives business transformations, providing strategy and value realization. Formerly leading supply chain integration at a leading aviation engine manufacturer, he's managed aftermarket parts, heavy equipment sales, and service operations. Mohan, a Mechanical Engineering graduate with a Management Diploma, has authored thought leadership pieces on Digital Customer Experience and more.

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

Driven by healthcare efficiency, Andy Hay shapes Sysmex's growth and market influence in the Americas. Part of the global leadership, he contributes to strategic design and relationship-building for the company's worldwide success. Andy's background includes a medical laboratory sciences fellowship from John Moore’s University, UK, and an advanced management program degree from The Wharton School, University of Pennsylvania. With a decade in hospital laboratories and medical technology prior to joining Sysmex in 1989, he brings a wealth of experience to his role.

Howard Heppelmann - Divisional Vice President and General Manager, ThingWorx IoT Solutions

Howard Heppelmann is PTC's Divisional VP and GM for the ThingWorx IoT Solutions segment, overseeing innovative solutions merging disruptive technologies for industrial enhancements. He formerly held roles including VP and GM for ThingWorx IoT Solutions and GM for Connected Product Management and Service Lifecycle Management at PTC. With over three decades in manufacturing, Howard drives the application of Industrie 4.0 and Smart Connected Operations to transform industrial processes in the IoT era. He is an industry seminar regular, presenting on topics including Industrie 4.0 and Smart Connected Products. Howard's insights have been featured in publications like Wall Street Journal and Forbes. He holds degrees in Economics and International Studies from Macalester College.

Nathan Hoyt - Internet of Things Software Developer, Bell and Howell

Nathan Hoyt recently earned his BS and MS in manufacturing engineering from Brigham Young University, where he dedicated three years to the Smart Manufacturing research lab led by Dr. Yuri Hovanski. He played a major role in shaping an Industry 4.0-focused university curriculum and conducted research in this field using lab-scale factories. Nathan's contributions extend to scholarly work, having submitted an article to the journal Engineering Applications of Artificial Intelligence.

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

Dr. Yuri Hovanski holds a B.S. in Mechanical Engineering from Brigham Young University and M.S. and Ph.D. degrees from Washington State University. After roles at Bechtel National, Inc. and Pacific Northwest National Laboratory, he joined Brigham Young University as an associate professor in manufacturing engineering. Actively engaged in professional societies (SME, AWS, ASM, TMS, SAE), he's contributed significantly to friction stir welding, including cost-effective solutions for industrial use. Collaborative global research led to advancements in closed-loop control and real-time defect detection, aligned with intelligent manufacturing and the smart factory. Recognized by the Society of Manufacturing Engineers for his Industry 4.0 curriculum, he's a top academic in smart manufacturing.

Danny Jackson - Digital Transformation Director, Autoliv

Danny Jackson brings 20+ years of experience in Manufacturing Operations, Supply Chain Planning, and Information Technology Management, emphasizing practical tech application to enhance business processes. His insights bridge these areas, offering a distinctive view on leveraging digital technologies to boost efficiency across the value chain.

Chris Joynt - AI Co-Innovation Lead, PTC

Chris Joynt launched his career at IBM, specializing in big data, BI, and data mining tools. Transitioning to a machine learning startup, he directed revenue growth encompassing marketing, services, and ML-as-infrastructure strategies. PTC's acquisition of the startup integrated ML capabilities into ThingWorx Platform for IoT and digital transformation. Chris' earlier experience with software architectures and ML proved vital in mapping data flows to real-world business processes, creating adaptable digital assets. In today's landscape, his insights enable AI-driven practical predictions by harmonizing sensor data, operational technology, and IT systems for process modeling.

Kate Leggett - VP and Principal Analyst for CRM and Customer Service, Forrester Research

Kate Leggett serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices. Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

Chris MacDonald - Head of AI and Analytics Expert

Chris MacDonald led the PTC Analytics Business Development team globally from 2015. In 2018, Chris formed and led the Global Analytics Center of Excellence with responsibility for all analytics business development, field engineering, and services for the IoT business. Through his work at companies such as Xerox, SAP, Oracle, Coldlight, and PTC, Chris has helped companies across every vertical harness the value of data-driven innovation. Leveraging expertise in IoT Analytics and Machine Learning, Chris focused on unlocking potential opportunities in evolving data ecosystems.

Jeff Miller - Director, Digital Performance Management, Kalypso

Jeff Miller, a Director at Kalypso (A Rockwell Automation Company), leads Digital Performance Management solutions in North America's Industrial High-Tech Sector. He collaborates with organizations to optimize enterprise technologies, IoT, and AR investments, designing solutions that enhance manufacturing and supply chain operations. Jeff's career centers on merging business and technology to achieve strategic goals. He's held pivotal roles at PTC, Accenture, DXC, and KPMG before joining Rockwell Automation and Kalypso. With earlier manufacturing and supply chain management experience at Westinghouse, his expertise spans extended value chains, logistics, and commercial operations. Jeff holds an MS in Industrial Management from Florida Institute of Technology and a BS in Mechanical Engineering from the University of Tennessee.

Dr. Billy Milligan - Solutions Development Lead, Howden

Dr. Billy Milligan, BEng(Hons) MSc PhD CEng MInstMC MIET, is a seasoned controls and instrumentation design engineer with extensive experience across oil and gas, water, bulk solids handling, and rotating equipment. A Chartered Control and Instrument Engineer, he's affiliated with the Institute of Measurement and Control, Institution of Engineering and Technology, and Worshipful Company of Scientific Instrument Makers. He serves as Honorary Secretary on the council of the Institute of Measurement and Control and Chairs its Digital Transformation Special Interest Group.

Anthony Moffa - Senior Director, SCP Sales and Strategic Initiatives

Anthony Moffa has extensive experience creating diagnostic systems in the aerospace, nuclear power, and petrochemical sectors. Preceding his role at PTC, he led IoT programs in life safety and life sciences. A significant contributor to service research advisory councils managed by Aberdeen and The Service Council, he holds a Mechanical Engineering Degree from Villanova University and has multiple Six Sigma certifications.

James Penney - Chief Technology Officer, Device Authority

Originally a founding-member of Device Authority Ltd, (formerly known as Cryptosoft), James Penney has over 13 years’ experience in both internal and external facing technical roles. James leads the technology strategy and is the technical leader of the business, working closely with the engineering team to improve and develop our IoT security software platform – KeyScaler. James also works closely with a number of key customers and strategic partners to ensure our products fulfil current market requirements, are easy to integrate and use, and meet the IoT security use cases for key industry verticals – IoMT, IIoT, Automotive and Smart Connected Products. Prior to Cryptosoft, James was the lead technical consultant for a European software reseller responsible for designing and delivering PKI-based data security solutions for variety of customers, including SMBs, government agencies, and multinational corporations.

Aly Pinder Jr. - Research Vice President, World Wide Aftermarket Services Strategies, IDC

Aly Pinder Jr. leads IDC's service and customer support market research, focusing on field service, warranty operations, and service parts management's impact on customer experience. His scope covers tech like 3D printing, AR/VR in field support, and IoT and analytics for asset management. He charts a path for manufacturers to leverage technology for enhanced customer experiences, revenue growth, and efficiency. Before IDC, Aly was a service and customer support market analyst at The Service Council and the Aberdeen Group for a decade, establishing himself as a thought leader in field service, service parts management, and IoT trends.

Kamakshya Prusti Business Portfolio Head: Connected Products & IoT Bosch Software & Digital Solutions

Kamakshya is responsible for the growth of Connected Products & IoT business unit at Bosch Software & Digital Solutions. He helps global product manufacturers infuse digital solutions to translate the futuristic vision of digitalization for business growth.

John Ragsdale - Researcher and the Vice President of Technology Ecosystems for TSIA

John Ragsdale, VP of Technology Ecosystems at TSIA, is a distinguished researcher. He specializes in aiding tech firms in selecting and benefiting from tools and platforms, prioritizing customer experience. John collaborates with TSIA's partner ecosystem to identify leading tech vendors addressing member challenges. Formerly at Forrester Research, he brings over six years of experience as VP and research director. His career includes product management and marketing roles at Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. John authored "Lessons Unlearned" (2012) and contributed to "How Companies Succeed in Social Business" (2015).

Abhinav Deep Saxena Portfolio lead – Connected Tires Bosch Software & Digital Solutions

Abhinav Deep Saxena, is a seasoned professional serving as the Portfolio Lead for the Connected Products & IoT division within the Bosch Software & Digital Solutions group. With nearly a decade of hands-on experience in this field, he has been passionately involved in shaping and advancing the realm of connected technology. His expertise lies in orchestrating innovative strategies and driving transformative initiatives that have a profound impact on the interconnected world.

Martina Stefanon - Business Development Manager, IMA Digital - IMA Group

Martina Stefanon, Business Development Manager IMA Digital at IMA Group, provides technical and commercial support across the Group's divisions, focusing on digital tools and services. She is also the Product Manager of the IMA Sentinel platform for data-driven services on connected machines. With over 5 years in Industrial IoT and Analytics, she's designed Industry 4.0 applications for various machinery. Martina's 15+ years in the packaging machinery industry encompass diverse experience. She served on the Advisory Board of "Quota 8000 Service Innovation Program" by The European House Ambrosetti from 2015 to 2019.

Randy Thompson - Sr Business and Technology Architect, Transition Technologies PSC

Randy Thompson's career started in plant floor automation and evolved into over 20 years of IoT experience across medical, tech, financial, and industrial sectors. Formerly leading presales and customer success for Axeda (acquired by PTC), he drove IoT projects for 150+ companies. Randy contributed at Wind River (Intel), Bsquare, and Dell Technologies. As Senior Solution Architect at Transition Technologies PSC, he defines project requirements, mitigates risk, and speeds value realization for clients. With a BS in Electrical Engineering from the University of Texas and an MBA from Bryant University, Randy applies his expertise to diverse IoT implementations.

Chris Wolff - Sales VP, Strategic Partnerships, PTC Americas

Chris Wolff, aka "Wolffie," joined PTC in November 2022 to create a Field Alliance function within PTC Americas sales, working with the DVP of Sales. This team accelerates customer value and leads complex ecosystems. Formerly, Wolffie led Dell Technologies' Office of Global OEM and IOT Partnerships, simplifying partnerships and chairing the Dell Technologies IoT go-to-market committee. She shaped Dimension Data's presence in the USA for 18 years, growing the group from 1000 to 30,000 employees. She served as Dimension Data's SVP, Group Cisco Alliance, managing a $4 billion partnership. A strategic advisor to Dell, Secureworks, and Seagate, she's on boards like MIT Enterprise Forum and Duke AIMS. She's passionate about mentoring women in STEM, golfing, and supporting the Duke Blue Devils.

Marco Zeller (Master of Eng.) - Director of Remote Service and Io(M)T

Marco Zeller is the Director of Remote Service and Io(M)T at Storz. Across his nearly 16-year tenure, he's held roles from software engineer to software architect to system engineer. Marco focuses on integrating devices into customer and company workflows for streamlined digital experiences, working to digitize product-related processes. His passion lies in harmonizing devices with business processes to create a cohesive digital environment for product management. He holds a master’s degree in engineering.

Brian Allred - Global Director, Data Analytics and Digital Technologies, Autoliv Brian Allred, a tech veteran with 20+ years, drives data-driven solutions as a global tech leader. At Autoliv, he oversees big data, data sciences, advanced analytics, and business intelligence, aligning with executives for strategic digital initiatives. Haroon Abbu - Vice President, Digital, Data and Analytics, Bell and Howell Haroon Abbu is a seasoned leader with 20+ years driving tech-driven business change via digital solutions and data analytics. Presently, he heads a team of data scientists and architects developing IoT, ML, and advanced analytics-based products for enhanced services and data monetization. A regular industry speaker and panelist, his work is featured in business publications and academic journals. He's also a co-author of "Trust: The Winning Formula for Digital Leaders," a guide on digital transformation. Pete Barrie - Product Management Director, Sani-Matic  Pete Barrie holds a Chemical and Biological Engineering degree. He transitioned from engineering to Product Management at Sani-Matic, managing marketing, development, and teams. He directs product strategy across diverse industries. Active in technical development through ASME Bioprocessing Equipment Committee and 3-A Work Group, Pete is a Preventive Controls Qualified Individual (PCQI) and is Hazard Analysis and Critical Control Points (HAACP) certified. Joe Biron - General Manager, Azure Strategic Missions Product Marketing, Microsoft Joe Biron is Microsoft's Azure Product Marketing head for Strategic Missions. With a tech-focused career spanning software engineering, systems architecture, CTO and General Manager roles, Joe excels at aligning technological innovation with business strategies for maximum value. Jim Brown - President, Tech-Clarity Inc Jim Brown, founder of Tech-Clarity in 2002, has over 30+ years in manufacturing and software. A skilled researcher, author, and speaker, he's dedicated to enhancing business performance via digital strategies and software tech. Jim's current focus is investigating the manufacturing industry's digital transformation and technology convergence effects. John Carroll - Founder and CEO, Service Council™ John Carroll, a prolific author, has penned numerous case studies, articles, and benchmark reports. He's a global speaker covering topics like field service, labor strategies, and cutting-edge technologies such as AI, AR, and IoT. Lora Estey - Product Manager, PTC Lora Estey specializes in Smart Connected Product solutions within the IIoT ThingWorx Platform. Her background includes collaborating with clients at PTC's IIoT Center of Excellence and roles as a Release Engineer, Development Tools Lead, and DevOps Engineer. Lora holds a bachelor’s degree in engineering with an Electrical focus from Grand Valley State University. Harald Fiedler - Director of Integrated Product Quality & Cybersecurity at FUJIFIM SONOSITE Harald Fiedler is the Director of Integrated Product Quality & Cybersecurity at FUJIFIM SONOSITE. He leads Cybersecurity Engineering, Systems Engineering, Systems Verification, Systems Integration, Compliance Engineering, Hardware Verification, and Configuration Management. His teams comprise approximately 40% of the entire R&D organization of SONOSITE. Previously, Harald worked at one of the largest Medical Device Manufacturers headquartered in the Netherlands, where he instituted Cybersecurity & Privacy across all modalities worldwide. Amongst other leading R&D positions, Harald worked to establish the R&D center and its first CT product line in Suzhou, China. Harald is an RF engineer (MS), has a CISSP, CIPP, is USCG Captain, a certified closed circuit rebreather diver and dabbles lately in landscaping and digging holes with his newly acquired tractor. Driven by curiosity and the urge to get things done, culminates in a very busy life. Whenever there is a moment of downtime, Harald enjoys hiking and engages in landscape and portrait photography. Tyler Gannon - Vice President, Product Marketing and Strategic Alliances, Device Authority Tyler Gannon has more than 20 years experience in enterprise technology focused on building strategic alliances that driving market growth. Over a 12-year career with Microsoft in a variety of roles he managed global strategic partners, led business development teams, and focused on technology integration for joint sales initiatives. Most recently he served as VP of Business Development and Strategy for eCare Vault, an early-stage SaaS company providing  privacy-compliant collaboration services for Public Sector and Healthcare customers, and spent time with PTC as Director of Microsoft Alliance for the Americas. He’s also a tech founder, having built an identity-provisioning service, bridging the gap between on-premise and cloud-based authentication platforms, which was acquired in 2016.  His experience with identity and compliance, coupled with broad industry experience across Public Sector, Healthcare, and Manufacturing will be a valued addition to the North American team. He is passionate about building lasting business relationships between organizations that create powerful partner ecosystems. His focus at Device Authority will be to help drive North American market growth through strategic partners. Mohan Gatta - Managing Partner, Customer Experience Transformation and Service Lifecycle Management Growth and Transformation, Manufacturing, Energy and Resources Unit Tata Consultancy Services Mohan Gatta is a leader at TCS, focusing on Customer Experience and Service Lifecycle Management in Manufacturing, Energy, and Resources. With 30 years of experience across automotive, industrial, aerospace, and defense sectors, he drives business transformations, providing strategy and value realization. Formerly leading supply chain integration at a leading aviation engine manufacturer, he's managed aftermarket parts, heavy equipment sales, and service operations. Mohan, a Mechanical Engineering graduate with a Management Diploma, has authored thought leadership pieces on Digital Customer Experience and more. Andy Hay - President and Chief Executive Officer, Sysmex America, Inc Driven by healthcare efficiency, Andy Hay shapes Sysmex's growth and market influence in the Americas. Part of the global leadership, he contributes to strategic design and relationship-building for the company's worldwide success. Andy's background includes a medical laboratory sciences fellowship from John Moore’s University, UK, and an advanced management program degree from The Wharton School, University of Pennsylvania. With a decade in hospital laboratories and medical technology prior to joining Sysmex in 1989, he brings a wealth of experience to his role. Howard Heppelmann - Divisional Vice President and General Manager, ThingWorx IoT Solutions Howard Heppelmann is PTC's Divisional VP and GM for the ThingWorx IoT Solutions segment, overseeing innovative solutions merging disruptive technologies for industrial enhancements. He formerly held roles including VP and GM for ThingWorx IoT Solutions and GM for Connected Product Management and Service Lifecycle Management at PTC. With over three decades in manufacturing, Howard drives the application of Industrie 4.0 and Smart Connected Operations to transform industrial processes in the IoT era. He is an industry seminar regular, presenting on topics including Industrie 4.0 and Smart Connected Products. Howard's insights have been featured in publications like Wall Street Journal and Forbes. He holds degrees in Economics and International Studies from Macalester College. Nathan Hoyt - Internet of Things Software Developer, Bell and Howell Nathan Hoyt recently earned his BS and MS in manufacturing engineering from Brigham Young University, where he dedicated three years to the Smart Manufacturing research lab led by Dr. Yuri Hovanski. He played a major role in shaping an Industry 4.0-focused university curriculum and conducted research in this field using lab-scale factories. Nathan's contributions extend to scholarly work, having submitted an article to the journal Engineering Applications of Artificial Intelligence. Yuri Hovanski - Associate Professor, Manufacturing Engineering, Brigham Young University Dr. Yuri Hovanski holds a B.S. in Mechanical Engineering from Brigham Young University and M.S. and Ph.D. degrees from Washington State University. After roles at Bechtel National, Inc. and Pacific Northwest National Laboratory, he joined Brigham Young University as an associate professor in manufacturing engineering. Actively engaged in professional societies (SME, AWS, ASM, TMS, SAE), he's contributed significantly to friction stir welding, including cost-effective solutions for industrial use. Collaborative global research led to advancements in closed-loop control and real-time defect detection, aligned with intelligent manufacturing and the smart factory. Recognized by the Society of Manufacturing Engineers for his Industry 4.0 curriculum, he's a top academic in smart manufacturing. Danny Jackson - Digital Transformation Director, Autoliv Danny Jackson brings 20+ years of experience in Manufacturing Operations, Supply Chain Planning, and Information Technology Management, emphasizing practical tech application to enhance business processes. His insights bridge these areas, offering a distinctive view on leveraging digital technologies to boost efficiency across the value chain. Chris Joynt - AI Co-Innovation Lead, PTC Chris Joynt launched his career at IBM, specializing in big data, BI, and data mining tools. Transitioning to a machine learning startup, he directed revenue growth encompassing marketing, services, and ML-as-infrastructure strategies. PTC's acquisition of the startup integrated ML capabilities into ThingWorx Platform for IoT and digital transformation. Chris' earlier experience with software architectures and ML proved vital in mapping data flows to real-world business processes, creating adaptable digital assets. In today's landscape, his insights enable AI-driven practical predictions by harmonizing sensor data, operational technology, and IT systems for process modeling. Kate Leggett - VP and Principal Analyst for CRM and Customer Service, Forrester Research Kate Leggett serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM. Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices. Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania. Chris MacDonald - Head of AI and Analytics Expert Chris MacDonald led the PTC Analytics Business Development team globally from 2015. In 2018, Chris formed and led the Global Analytics Center of Excellence with responsibility for all analytics business development, field engineering, and services for the IoT business. Through his work at companies such as Xerox, SAP, Oracle, Coldlight, and PTC, Chris has helped companies across every vertical harness the value of data-driven innovation. Leveraging expertise in IoT Analytics and Machine Learning, Chris focused on unlocking potential opportunities in evolving data ecosystems. Jeff Miller - Director, Digital Performance Management, Kalypso Jeff Miller, a Director at Kalypso (A Rockwell Automation Company), leads Digital Performance Management solutions in North America's Industrial High-Tech Sector. He collaborates with organizations to optimize enterprise technologies, IoT, and AR investments, designing solutions that enhance manufacturing and supply chain operations. Jeff's career centers on merging business and technology to achieve strategic goals. He's held pivotal roles at PTC, Accenture, DXC, and KPMG before joining Rockwell Automation and Kalypso. With earlier manufacturing and supply chain management experience at Westinghouse, his expertise spans extended value chains, logistics, and commercial operations. Jeff holds an MS in Industrial Management from Florida Institute of Technology and a BS in Mechanical Engineering from the University of Tennessee. Dr. Billy Milligan - Solutions Development Lead, Howden Dr. Billy Milligan, BEng(Hons) MSc PhD CEng MInstMC MIET, is a seasoned controls and instrumentation design engineer with extensive experience across oil and gas, water, bulk solids handling, and rotating equipment. A Chartered Control and Instrument Engineer, he's affiliated with the Institute of Measurement and Control, Institution of Engineering and Technology, and Worshipful Company of Scientific Instrument Makers. He serves as Honorary Secretary on the council of the Institute of Measurement and Control and Chairs its Digital Transformation Special Interest Group. Anthony Moffa - Senior Director, SCP Sales and Strategic Initiatives Anthony Moffa has extensive experience creating diagnostic systems in the aerospace, nuclear power, and petrochemical sectors. Preceding his role at PTC, he led IoT programs in life safety and life sciences. A significant contributor to service research advisory councils managed by Aberdeen and The Service Council, he holds a Mechanical Engineering Degree from Villanova University and has multiple Six Sigma certifications. James Penney - Chief Technology Officer, Device Authority Originally a founding-member of Device Authority Ltd, (formerly known as Cryptosoft), James Penney has over 13 years’ experience in both internal and external facing technical roles. James leads the technology strategy and is the technical leader of the business, working closely with the engineering team to improve and develop our IoT security software platform – KeyScaler. James also works closely with a number of key customers and strategic partners to ensure our products fulfil current market requirements, are easy to integrate and use, and meet the IoT security use cases for key industry verticals – IoMT, IIoT, Automotive and Smart Connected Products. Prior to Cryptosoft, James was the lead technical consultant for a European software reseller responsible for designing and delivering PKI-based data security solutions for variety of customers, including SMBs, government agencies, and multinational corporations. Aly Pinder Jr. - Research Vice President, World Wide Aftermarket Services Strategies, IDC Aly Pinder Jr. leads IDC's service and customer support market research, focusing on field service, warranty operations, and service parts management's impact on customer experience. His scope covers tech like 3D printing, AR/VR in field support, and IoT and analytics for asset management. He charts a path for manufacturers to leverage technology for enhanced customer experiences, revenue growth, and efficiency. Before IDC, Aly was a service and customer support market analyst at The Service Council and the Aberdeen Group for a decade, establishing himself as a thought leader in field service, service parts management, and IoT trends. Kamakshya Prusti Business Portfolio Head: Connected Products & IoT Bosch Software & Digital Solutions Kamakshya is responsible for the growth of Connected Products & IoT business unit at Bosch Software & Digital Solutions. He helps global product manufacturers infuse digital solutions to translate the futuristic vision of digitalization for business growth. John Ragsdale - Researcher and the Vice President of Technology Ecosystems for TSIA John Ragsdale, VP of Technology Ecosystems at TSIA, is a distinguished researcher. He specializes in aiding tech firms in selecting and benefiting from tools and platforms, prioritizing customer experience. John collaborates with TSIA's partner ecosystem to identify leading tech vendors addressing member challenges. Formerly at Forrester Research, he brings over six years of experience as VP and research director. His career includes product management and marketing roles at Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. John authored "Lessons Unlearned" (2012) and contributed to "How Companies Succeed in Social Business" (2015). Abhinav Deep Saxena Portfolio lead – Connected Tires Bosch Software & Digital Solutions Abhinav Deep Saxena, is a seasoned professional serving as the Portfolio Lead for the Connected Products & IoT division within the Bosch Software & Digital Solutions group. With nearly a decade of hands-on experience in this field, he has been passionately involved in shaping and advancing the realm of connected technology. His expertise lies in orchestrating innovative strategies and driving transformative initiatives that have a profound impact on the interconnected world. Martina Stefanon - Business Development Manager, IMA Digital - IMA Group Martina Stefanon, Business Development Manager IMA Digital at IMA Group, provides technical and commercial support across the Group's divisions, focusing on digital tools and services. She is also the Product Manager of the IMA Sentinel platform for data-driven services on connected machines. With over 5 years in Industrial IoT and Analytics, she's designed Industry 4.0 applications for various machinery. Martina's 15+ years in the packaging machinery industry encompass diverse experience. She served on the Advisory Board of "Quota 8000 Service Innovation Program" by The European House Ambrosetti from 2015 to 2019. Randy Thompson - Sr Business and Technology Architect, Transition Technologies PSC Randy Thompson's career started in plant floor automation and evolved into over 20 years of IoT experience across medical, tech, financial, and industrial sectors. Formerly leading presales and customer success for Axeda (acquired by PTC), he drove IoT projects for 150+ companies. Randy contributed at Wind River (Intel), Bsquare, and Dell Technologies. As Senior Solution Architect at Transition Technologies PSC, he defines project requirements, mitigates risk, and speeds value realization for clients. With a BS in Electrical Engineering from the University of Texas and an MBA from Bryant University, Randy applies his expertise to diverse IoT implementations. Chris Wolff - Sales VP, Strategic Partnerships, PTC Americas Chris Wolff, aka "Wolffie," joined PTC in November 2022 to create a Field Alliance function within PTC Americas sales, working with the DVP of Sales. This team accelerates customer value and leads complex ecosystems. Formerly, Wolffie led Dell Technologies' Office of Global OEM and IOT Partnerships, simplifying partnerships and chairing the Dell Technologies IoT go-to-market committee. She shaped Dimension Data's presence in the USA for 18 years, growing the group from 1000 to 30,000 employees. She served as Dimension Data's SVP, Group Cisco Alliance, managing a $4 billion partnership. A strategic advisor to Dell, Secureworks, and Seagate, she's on boards like MIT Enterprise Forum and Duke AIMS. She's passionate about mentoring women in STEM, golfing, and supporting the Duke Blue Devils. Marco Zeller (Master of Eng.) - Director of Remote Service and Io(M)T Marco Zeller is the Director of Remote Service and Io(M)T at Storz. Across his nearly 16-year tenure, he's held roles from software engineer to software architect to system engineer. Marco focuses on integrating devices into customer and company workflows for streamlined digital experiences, working to digitize product-related processes. His passion lies in harmonizing devices with business processes to create a cohesive digital environment for product management. He holds a master’s degree in engineering.

Season 1: Industrial Machine Builders Series

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 Cote, Senior Director of Product Marketing, PTC

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  • Kazakhstan
  • Kenya
  • Kiribati
  • Korea, Republic of
  • Kuwait
  • Kyrgyzstan
  • Lao Peoples Dem. Rep.
  • Latvia
  • Lebanon
  • Lesotho
  • Liberia
  • Libyan Arab Jamahiriya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macau
  • Macedonia
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Malta
  • Marshall Islands
  • Martinique
  • Mauritania
  • Mauritius
  • Mayotte
  • Mexico
  • Micronesia
  • Moldova, Republic of
  • Monaco
  • Mongolia
  • Montenegro
  • Montserrat
  • Morocco
  • Mozambique
  • Myanmar
  • Namibia
  • Nauru
  • Nepal
  • Netherlands
  • Netherlands Antilles
  • New Caledonia
  • New Zealand
  • Nicaragua
  • Niger
  • Nigeria
  • Niue
  • Norfolk Island
  • Northern Mariana Islands
  • Norway
  • Oman
  • Pakistan
  • Palau
  • Panama
  • Papua New Guinea
  • Paraguay
  • Peru
  • Philippines
  • Pitcairn
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Reunion
  • Romania
  • Russian Federation
  • Rwanda
  • Saint Helena
  • Saint Kitts and Nevis
  • Saint Lucia
  • Saint Pierre and Miquelon
  • Samoa
  • San Marino
  • Sao Tome and Principe
  • Saudi Arabia
  • Senegal
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • S.Georgia and S.Sandwich Isles
  • Spain
  • Sri Lanka
  • St. Vincent and Grenadines
  • Sudan
  • Svalbard and Jan Mayen Islands
  • Swaziland
  • Sweden
  • Switzerland
  • Taiwan
  • Tajikistan
  • Tanzania United Republic of
  • Thailand
  • Togo
  • Tokelau
  • Tonga
  • Trinidad and Tobago
  • Tunisia
  • Turkey
  • Turkmenistan
  • Turks and Caicos Islands
  • Tuvalu
  • Uganda
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • Uruguay
  • US Minor Outlying Islands
  • USA
  • Uzbekistan
  • Vanuatu
  • Vatican City State (Holy See)
  • Venezuela
  • Vietnam
  • Virgin Islands (British)
  • Virgin Islands (U.S.)
  • Wallis and Futuna Islands
  • Western Sahara
  • Yemen
  • Zambia
  • Zimbabwe

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