We are two weeks away from PTC’s annual digital transformation event LiveWorx and we couldn’t be more excited to connect with the ServiceMax and PTC community in person in Boston. There is an action-packed agenda for May 15-18 with numerous opportunities for networking with peers, learning from experts in the industry, and having fun.

We’ve curated a ServiceMax-specific agenda to help our customers get the most out of the event. If you haven’t already seen it on our site, keep reading to see everything we have in store.

Monday: Service Symposium

Powerful Digital Threads Deliver Peak Service Outcomes | Track Spotlight Keynote 1:20 – 1:50 PM

With the rapid rise of AI, ML, and Big Data, exponential growth in computing power, paired with the experience economy, product-as-a-service, sustainability, and servitization, technology is dramatically changing the products we buy and how we deliver and experience service. It is a challenging and rewarding opportunity.

Organizations that manage aftermarket service well experience higher service revenue, greater profit margins, soaring customer satisfaction, and operate far more sustainably. PTC’s Servigistics, ServiceMax,  Arbortext, and iWarranty deliver high-value service data strengthening the digital thread.

In this session, Leslie Paulson and guests will dissect the opportunities available today and chart the near and far-term trajectories to help OEMs position themselves for continued success.


  • Leslie Paulson, General Manager, Servigistics, PTC
  • Aly Pinder Jr, Research Vice President, Aftermarket Services Strategies, IDC

Innovation to Power Service Teams: A Discussion with Roche and ServiceMax | Breakout Session 4:05 – 4:35 PM

Leading organizations such as Roche Diagnostics need to continuously evolve their service operations to effectively deliver on customer expectations while contributing to the bottom-line. Effective service execution can only be accomplished when all stakeholders are connected and working in unison to understand customer requirements and deliver the necessary solutions.

ServiceMax’s powerful connected worker applications work Better Together and deliver a collaborative experience that unifies critical stakeholders in delivering the best customer and business outcomes. These applications are constantly enhanced by the targeted application of new technologies and digital automation to ensure the highest level of efficiency, the most effective path to resolution, and the most complete customer experience. Uncover the true power of the ServiceMax service platform.

Key Takeaway 1: Discover how Roche Diagnostics is relying on innovative solutions to boost service efficiency and performance.

Key Takeaway 2: Understand how ServiceMax collaborates with key customers and stakeholders to strengthen its innovation roadmap.

Key Takeaway 3: See what’s new in ServiceMax and how these innovative capabilities drive critical business results.


  • Charles Byrd, Director – LRL Support, Roche Diagnostics
  • Gabriele Bodda, VP Product Management, ServiceMax

Tuesday: Keynotes and User Group

Xtropolis Technology Playground | Open Tuesday-Thursday

Xtropolis, LiveWorx’s 170,000 sq. ft. exhibit hall, is the embodiment of Digital Transformation. Companies are increasingly closing the loop between digital and physical by creating a Digital Thread. Whether you’re involved in Engineering, Manufacturing or Service, you’ll experience first-hand the latest technologies on the leading edge of industrial innovation to bring your strategic vision to life that will boost efficiency, productivity, and value back to your company and customers.

Path to the Future: Products in the Age of Transformation | Opening Keynote 9:15 – 10:15 AM

If your company makes products, embracing digital transformation can help you overcome business challenges and create new opportunities. But what does this look like in practice when companies make different kinds of products in different ways?

Makers of complex products with long lifecycles require strategies that focus on reusable designs and scaling through configurations. Makers of electronics and software-driven products require new designs and faster innovation cycles. Meanwhile, those who make consumer products prioritize the right design at the right time above all else. Adding to this complexity are variables like operating a factory versus contract manufacturing, regulatory requirements, and an expectation to make products in a more sustainable way.

Join PTC President and CEO Jim Heppelmann as he outlines tangible strategies that manufacturers can leverage to transform their business today and chart their path to the future.

Key Takeaway 1: Understand the strategies that you can embrace to design, manufacture, and service your products in the ways that are most valuable to your business.

Key Takeaway 2: Recognize the transformative power of SaaS and how it can be applied across the full lifecycle of your products.

Key Takeaway 3: Appreciate the critical role that you can play in making our world more sustainable by designing, manufacturing, and servicing your products in new ways.


  • Jim Heppelmann, President and CEO, PTC
  • Neil Barua, President of Service Lifecycle Management, PTC

A New Vision for Service | Track Spotlight Keynote 11:15 – 11:45 AM

Service plays a central role in renewing and expanding customer relationships to support business growth. Service leaders are often the first to encounter increasing product and service demands from customers while dealing with an ever-diminishing stack of resources. The pressure has never been higher to extend the reach of the service organization while increasing contribution to margins. The best service leaders are addressing this by coupling customer knowledge with a better understanding of the underlying assets that are essential to them.

This keynote will unveil PTC’s unparalleled vision for Service Lifecycle Management based on the most complete view of the physical asset. With guest presenters and success stories, we will outline key innovation areas in SLM that will strengthen the digital thread and accelerate business outcomes.

Key Takeaway 1: Gain insight into the future direction of service.

Key Takeaway 2: Understand the criticality of a complete view into the physical asset.

Key Takeaway 3: Learn about the benefits of PTC’s market leading SLM solution.


  • Neil Barua, President of Service Lifecycle Management, PTC
  • Phillip Greene, IT Director, Alcon
  • Jean-Pierre Samilo, VP Services, Schneider Electric

ServiceMax User Group | Tuesday 1:00 – 3:00 PM and Wednesday 10:00 – 11:45 AM

ServiceMax User Group sessions will be hosted in two parts, on Tuesday afternoon and Wednesday morning. These events are provided exclusively for ServiceMax customers.

Dynamic networking events provide an opportunity for ServiceMax customers share their best practices and lessons learned in interactive discussions. Our Product Managers provide insights into the things they’ve learned from our customer base, explore new potential innovations, and our Account Managers host the conversations, facilitating learning and valuable connections.

Key Takeaway 1: Meet, network and build connections with field service experts, ServiceMax leaders who are dedicated to your success, and your Account Managers—all the right people and resources you rely on to move your business goals forward.

Key Takeaway 2: Be heard – provide your feedback to our leaders across the Account Management, Customer Marketing and Product Roadmap.

Key Takeaway 3: Hear from accomplished service leaders and ServiceMax customers who will share hard-won learnings and best practices based on their experience deploying technology to support global service teams and other key stakeholders.


  • Priscila Garcia, SVP Account Management, ServiceMax
  • Joseph June, SVP Product Management, ServiceMax
  • Amit Jain, Chief Product Officer, ServiceMax
  • Kim Forseth, VP Demand Marketing, ServiceMax
  • Customer experts from Alcon Vision, Schneider Electric, Roche Diagnostics, Everi & IBA Worldwide

Servicemax Asset Data + PLM: Connecting The Digital Thread | Breakout Session 3:45 – 4:15 PM

Digital content augments the planning and execution of service activities in support of the physical asset. The Service Bill of Materials such as work instructions, parts lists, and more can help service stakeholders in resolving service issues effectively. There is also incredible untapped value in bringing asset and service data back to the digital realm. Design for serviceability, outcome-based services, and service profitability can only be achieved once the physical to digital link has been established and informed with live data. This allows product teams to truly tap into problem areas that impede downstream execution while intelligently accelerating new product development. Hear how ServiceMax’s asset-centric service solutions can help organizations enhance their product development and open new avenues for profitability.

Key Takeaway 1: Understand the value of asset data you can trust to uncover powerful and actionable insights that extend across to the digital realm of product definition and development.

Key Takeaway 2: Discover the key asset-centric data elements surfaced by ServiceMax that can enhance and inform the product development process.

Key Takeaway 3:  Learn how ServiceMax and PTC are approaching the challenge of linking the physical and digital worlds to enable true closed-loop product lifecycle management.


  • Joseph June, SVP Product Management, ServiceMax

Wednesday: Celebrity Keynote, Sustainability, Dierks Bentley Concert

Where Good Ideas Come From | Celebrity Keynote 9:00 – 9:45 AM

Drawing on his books and TV series on innovation, bestselling author Steven Johnson will discuss the secrets behind unusually creative individuals and organizations. Sharing fascinating stories from the history of technology, manufacturing, and human health, Johnson will explore the importance of multi-disciplinary collaboration, the challenges of anticipating long-term consequences, and the enduring connection between progress and new ideas.

Tangible Strategies for Improving Product Sustainability | Track Spotlight Keynote 1:00 – 1:30 PM

Product sustainability is now a top-3 priority with most manufacturers. There is a flood of “could be” and “should be” advice available on the topic, but what approaches are driving more sustainable outcomes today? Leading discrete manufacturers use data-driven decision support to deliver meaningful insights and make incremental product improvements via dematerialization, energy efficiency, and waste reduction. In this session, PTC presents tangible strategies to adopt, including design for sustainability first, to improve product sustainability across the entire lifecycle.

Key Take Away 1: Gain insight into the priority environmental outcomes within discrete manufacturing.

Key Take Away 2: Learn about the “Scope 3” supply chain pressures where product sustainability can win share and profit.

Key Take Away 3: Benchmark real-world stories of manufacturing incrementing sustainability improvements.


  • Catherine Kniker, EVP and Chief Strategy and Marketing Officer, PTC
  • Dave Duncan, VP Sustainability, PTC

Asset-Centricity: Enable Digital Transformation Across the Asset Lifecycle | Breakout Session 1:00 – 1:30 PM

Manufacturers and service providers of high-value, complex equipment require better visibility to asset data. These insights can drive greater efficiency and improve decision support to maximize revenue. An asset-centric approach to service management means providing the necessary support, insights, and knowledge to ensure highly complex equipment operates at full capacity.  But the benefit doesn’t end there. A truly asset-centric approach be leveraged to drive enterprise-wide digital transformation initiatives to the next level.

Hear how PTC’s acquisition of ServiceMax has unlocked new potential attached to an asset-centric approach that connects service with product design and delivers a truly complete view of the asset lifecycle.

Key Takeaway 1: Learn why asset-centricity helps service organizations deliver greater value beyond service operations as a key component of the digital thread.

Key Takeaway 2: Map the connection between the physical reality of field equipment and the digital world of product design to create new opportunities and feedback loops that can accelerate digital transformation.

Key Takeaway 3: Hear from industry experts on how the digital thread can now be extended across engineering, manufacturing, and service operations.


  • Gordon Benzie, Director of Analyst Relations, ServiceMax
  • Matthew Littlefield, Co-Founder, President & Research Lead, LNS Research
  • Mark Wilding, VP Global Customer Transformation, ServiceMax

Service Lifecycle Management and Sustainability | Panel Discussion 1:55 – 2:25 PM

When a customer exclaims, “we need this part or this asset fixed RIGHT NOW and can’t complete our project without it,” OEMs spring into action! When OEMs need to keep the client operational, it often means getting critical service parts and knowledgeable field service experts on the next flight, truck, or train. The total cost can be high when considering fuel consumption, transportation costs, person-hours, warehousing costs, and more. Still, with customer commitments (SLAs), the penalties for downtime can be even higher. How can OEMs use best-in-class service parts and lifecycle management technology to simultaneously improve the top-line and bottom-line performance AND contribute to corporate sustainability initiatives?

Key Takeaway 1: Better understand how service lifecycle management programs have an immense impact on sustainability programs.

Key Takeaway 2: Learn new ways of quantifying sustainability contribution for your organization.

Key Takeaway 3: Gain inspiration from service leaders using Service Lifecycle Management technologies to improve top-line and bottom-line performance AND contribute to corporate sustainability initiatives.


  • Sara Cerruti, Sr Director Global Customer Transformation, ServiceMax
  • Michael Blumberg, President & CEO, Blumberg Advisory Group
  • John Carroll, CEO & Founder, Service Council
  • Dave Duncan, VP Sustainability, PTC

Mix @ 6 Tech Tailgate | 6:00 – 7:00 PM on Lawn D

Enjoy complimentary backyard bbq apps, refreshing libations, yard games like giant cup pong, bocce, and corn hole, and a live DJ to get the party started. Network outdoors with other attendees before you head into the concert!

Dierks Bentley Concert | 7:00 – 9:00 PM at the General Session Hall

After the excitement has built, walk to the General Session Hall at 7pm to see the keynote stage completely transformed into an EPIC concert venue. Get ready for a truly unforgettable experience and exclusive concert featuring musical act, Dierks Bentley. Complimentary, elevated southern cuisine and drinks will be provided while you groove to the beat. Lean into the country theme and dress up to match the party! Channel your favorite southern celebrity, whether it be a character from Yellowstone or Dolly Parton, and wear your favorite plaid shirt, cowpoke boots and hat, or bolo tie…and get ready to party!

Thursday: Celebrity Keynote, Remote-First Service

A Brave World of Risk-Taking and Living a Life of Purpose | Celebrity Keynote 9:00 AM – 9:45 AM

Alex Honnold is the only human to free solo Yosemite’s 3,000 ft. rock monolith, El Capitan. Jimmy Chin is one of the greatest adventure artist-athletes of his generation, respected for his groundbreaking climbing and skiing achievements and his award-winning photography, film, and book. Neither are strangers to dedication, hard work, unmatched mental focus, and taking calculated risks to achieve the impossible. This keynote will explore unexpected paths to greatness, pursuing passion, and living a life that celebrates our planet and sustainability. You’ll hear how Honnold’s focus and work ethic propelled him to achieve greatness beyond any other human being. You’ll also hear about Chin’s recently released documentary, Wild Life, a story about love, conservation, and the founding of The North Face and Patagonia brands. Learn how these businesses, and yours, can achieve greatness through the pursuit of purpose. Hold on to your harness…if you use one, and get ready to be inspired!

The Future of Service: A Remote-First Vision Powered By Servicemax | Breakout Session 10:10 – 10:40 AM

With IoT and Service execution working together, organizations can truly drive toward a remote-first future for their service businesses. While this impacts cost and efficiency, it also enables the service organization to sell and deliver on performance-based commitments. This delivers greater value to customers and generates increased profitability. Hear how ServiceMax is bringing rich IoT-enabled capabilities forward within its powerful service execution solution to offer service organizations a blueprint for future service success.

Key Take Away 1: Understand what a remote-first service organization looks like and why the pivot is necessary to remain competitive.

Key Take Away 2: Uncover the commercial and customer engagement opportunities available to a IoT-enabled service organization.

Key Take Away 3: Learn about ServiceMax’s path to enabling IoT capabilities to propel service organizations to a remote-first future.


  • Gabriele Bodda, VP Product Management, ServiceMax
  • Wendy Tai, Senior Product Marketing Manager, ServiceMax

Haven’t registered for LiveWorx Yet?

There’s still time! Use the Code SERVICELWX23 for more than 50% off the full access pass. Register here. 

ABOUT Deirdre Yee

Avatar photoDeirdre Yee is the Senior Director of Demand Generation at ServiceMax. She collaborates with customers to help thought leaders promote their successes, build up their network, and demonstrate the transformative power of technology. Her favorite programs help top customers take the spotlight and highlight their strategies and innovation through world-class events, speaking engagements, videos, and beautiful, compelling storytelling. She creates strategic programs to add value for customers while driving customer engagement and advocacy. At home in Vermont, she and her two daughters, husband, and needy hound, Marlo, enjoy the mountains, the snow, and the summer sun.