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:
Discover more about how IMA builds new value for themselves and their customers using IIoT
On this episode of Speaking of Service, 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.
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.
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Read Chris MacDonald´s perspective on predictive maintenance in this related interview.
On this episode of Speaking of Service, Chris MacDonald, PTC’s Head of AI and Analytics 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:
Read the Service Council's Research Insight on the Journey to Predictive Service
On this episode of Speaking of Service, PTC Head of AI and Analytics 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:
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
Explore a transformation roadmap approach organizations are advised to follow to bring AI to life.
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:
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
Read the supporting report: Improve Service with Remote Condition Monitoring
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
Learn How Bell and Howell Transforms the Business of Service
On this episode of Speaking of Service, Chris MacDonald, PTC Head of AI and Analytics, 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:
Are You Ready to Capture Value from Predictive Service Today? Take the Quiz and Find Out!
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:
Review the Service Council Report: Remote Service Becoming the Standard
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:
Read Lora's Blog: Service Your Products Better with a Connected Strategy
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.
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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:
Discover more on how IoT for Service drives better business results
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:
Discover more on how IoT for Service drives better business results
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:
Discover more on how IoT for Service drives better business results
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:
Discover more on how IoT for Service drives better business results
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:
Read The Service Council Perspective on Remote Service Becoming the Standard
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:
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:
Discover More on How to Grow your Service Business with PTC´s Service Optimization Solutio
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:
Field Service organizations have been contributing to sustainability efforts long before sustainability was cool. Remote asset monitoring is not a new concept for Field Service organizations, as it allows them to avoid a truck roll by resolving issues remotely and effectively monitoring assets. This approach can help reduce costs and improve the first-time fix rate, ultimately extending asset lifetimes. What is new is the view on how teams on the ground make better decisions to improve service and support greater sustainability efforts. In this episode Aly Pinder; Research Vice President, WW Aftermarket Services Strategies, IDC, speaks with Chris Wolff on his thoughts around sustainability, how it supports the field service world and drives value to the customer.
The world of service is more exciting than ever with advanced capabilities like remote resolutions getting ever more airtime with companies. The crux however is that many industries are still using homegrown technology. The key now is for those companies leveraging AI capabilities that are emerging to reap the rewards of more intelligent solutions especially around predicting issues, understanding patterns, and more. Join top field service researcher John Ragsdale as he discusses this topic of progressive technology in service.
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 Mohan Gatta, speaks with Chris MacDonald on his perspective of the need for predictive maintenance within the field organization, what he experiences with customers and how those learnings can drive greater returns for other customers in turn.
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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 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.
Pete oversees all product direction for the food, beverage, personal care, nutraceutical, and bio-pharm industries. He received a Bachelor of Science degree in Chemical and Biological Engineering from the University of Wisconsin-Madison, leading him to engineering roles in product development, technical writing, and project management. More recently, Pete has moved into Product Management roles where he now manages the marketing, product development, and product management teams and activities for Sani-Matic systems, components, and services.
Pete continuously develops his hygienic design and process technical knowledge through participation in ASME Bioprocessing Equipment (BPE) Committee Meetings as a committee member and task group leader, and 3-A Work Group Member Meetings. Pete is also a Preventive Controls Qualified Individual (PCQI) and is Hazard Analysis and Critical Control Points (HAACP) certified.
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.
Jim Brown founded Tech-Clarity in 2002 and has over 30 years of experience in the manufacturing and software industries. Jim is an experienced researcher, author, and speaker and enjoys engaging with people with a passion to improve business performance through digital enterprise strategies and supporting software technology. Jim is actively researching the impact of digital transformation and technology convergence in the manufacturing industries.
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.
Lora focuses on the solutions for Smart Connected Products within the IIoT ThingWorx Platform. She previously worked at the PTC Center of Excellence for IIOT where she collaborated closely with customers using the ThingWorx Platform for their own Smart Connected Product applications. Before PTC, Lora worked as a Release Engineer, Development Tools Lead, and DevOps Engineer for various enterprise systems.
She holds a Bachelor of Science of Engineering with an Electrical Emphasis from Grand Valley State University.
Mohan leads advisory and transformation services focused on Customer Experience and Service Lifecycle Management in Manufacturing, Energy and Resources unit of TCS. In this role Mohan provides strategy, roadmap and business value realization for business transformations. He has 30 years of experience in consulting and various business roles across manufacturing value chain in automotive, industrial, construction and mining equipment, aerospace and defence industries.
Prior to TCS, Mohan led supply chain integration of a large portfolio for leading aviation engine manufacturer. He has led national aftermarket parts business, managed dump trucks, wheeled equipments manufacturing, sales and service operations for leading global heavy equipment manufacturer.
Mohan has published number of thought leadership articles on Digital Customer Experience, Servitization, Service, Parts and warranty management.
Mohan is Graduate in Mechanical Engineering and holds Post Graduate Diploma in Management
He lives in Troy with his wife and two sons
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.
Howard Heppelmann is Divisional Vice President and General Manager of PTC’s ThingWorx IoT Solutions business segment. In this role he is responsible for bringing to market solutions that harness today’s most disruptive technologies into a continuous digital thread that enables industrial companies to improve operational efficiency, differentiate products and service offerings and transform business models.
ExperienceHoward most recently served as Vice President and General Manager, ThingWorx IoT Solutions. In this role he was responsible for bringing to market solutions to help manufacturing leaders improve efficiency, agility, quality and workforce safety in discrete manufacturing, oil & gas and process manufacturing market segments. Howard’s previous roles at PTC include General Manager, Connected Product Management and General Manager, Service Lifecycle Management.
Howard has worked in the manufacturing industry since 1990 and has extensive experience working with businesses to apply Industrie 4.0, Smart Connected Operations and Smart Connected Product technologies and process innovation in order to transform how industrial companies design, manufacture, sell, operate and deliver service in a today’s Internet of Things (IoT) powered world.
Howard is a regular participant at industry seminars where he has presented on important topics such as Industrie 4.0, Service Lifecycle Management (SLM), Smart, connected Products and Product Lifecycle Management (PLM), and product development best practices in both discrete manufacturing and retail. He has been published and quoted in the Wall Street Journal, Forbes and numerous other business and trade publications.
EducationHoward attended Macalester College in St. Paul Minnesota, where he earned degrees in Economics and International Studies.
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 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 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 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 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.
Jeff Miller is a Director in the Industrial High Tech Sector at Kalypso, A Rockwell Automation Company. He is responsible for Digital Performance Management solutions and services in North America. In this role, Jeff works with organizations to maximize the value of their investments in enterprise technologies, IoT and AR. He engages with customers to design and deploy digital technology solutions that derive insights from data, increase efficiencies and improve performance across manufacturing and supply chain operations.
Jeff has invested his career working with product and service organizations at the convergence of business and technology. He has helped companies achieve their strategic business and supply chain objectives through digital capability investments across extended value chains, manufacturing, logistics, service and commercial operations.
Prior to joining Rockwell Automation and Kalypso Jeff served customers through senior industry roles at PTC, Accenture, DXC and KPMG. Earlier in his career, he managed manufacturing and supply chain operations at Westinghouse’s Nuclear Fuel and Power Generation businesses.
Jeff earned an MS in Industrial Management from the Florida Institute of Technology, and a BS in Mechanical Engineering from the University of Tennessee.
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 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. 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.
John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience. John works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members.
Prior to joining TSIA in 2006, John spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various technology vendors, including Clarify, Answer Systems, Platinum Technologies, and Nortel Networks.
John published his first book, Lessons Unlearned, in 2012, and was a contributing author to How Companies Succeed in Social Business, published in 2015.
Martina Stefanon is Business Development Manager IMA Digital, at IMA Group. She is responsible to support both from a technical and commercial point of view all Divisions and Companies of the Group regarding digital tools and services. Moreover, Stefanon is also Product Manager of the IMA Sentinel platform for data driven services on connected machines. With more than five years’ experience in Industrial IOT and Analytics related activities, she designed field applications of Industry 4.0 technology not only on packaging machines but also on other industrial machinery. Since 2015 through 2019 Stefanon has been a member of the Advisory Board of “Quota 8000 Service Innovation Program”, created by The European House Ambrosetti. Stefanon has more than 15 years’ experience in packaging machinery industry.
Randy Thompson began his career doing plant floor automation, PLC and SCADA projects. This lead to more than 20 years of Internet of Things experience with manufacturing companies in the medical, technology, financial, and industrial markets. As the leader of technical presales and then customer success for Axeda (acquired by PTC) he was involved in the planning and execution of IoT projects for more than 150 companies. He also worked on IoT at Wind River (Intel), Bsquare, and Dell Technologies. While all IoT projects are different, experience has shown how they all have similar implementation needs and success factors. As a Senior Solution Architect and Business Analyst for Transition Technologies PSC, Mr. Thompson works with clients to define project requirements, reduce risk, and accelerate time to value.
Mr. Thompson has a BS in Electrical Engineering from the University of Texas and an MBA from Bryant University.
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.
Marco Zeller (Master of Eng.), Director of Remote Service and Io(M)T, has an education in software engineering and business management.
He has worked for Storz for almost 16 years. He started as a software engineer and transitioned to different roles, from software architect to system engineer and finally to Directory of Remote Service and Io(M)T.
His passion is the integration of devices with business processes at the customer and the company side to digitalize the workflows with and for the products. His goal is to create a smooth and unique digital experience for the management of the products.
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
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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