LiveWorx Recap: Digital Thread and the Voice of the Customer in Boston

Our customers came to Boston to be a part of PTC LiveWorx 23 to explore how digital transformation can create enterprise value, empower greater worker productivity, and make the world a better place.

ServiceMax customers came to network with other leaders who are facing the same challenges and honing best practices in order to deliver service execution excellence, enhance service models and revenue streams, and to drive strategic decisions and new business models.

After a whirlwind week and a lot of fun – here are a few of the highlights that stood out to me from inspiring keynotes, illuminating breakout sessions, and our fabulous user event.

Spotlight on Excellence: MaxChoice Award Winners Take the Stage

As we were delighted to announce at LiveWorx, a number of ServiceMax customers have gone above and beyond to deliver amazing outcomes for their key stakeholders. At PTC LiveWorx 23, our attendees heard about the amazing achievements of the field service teams who are innovating and helping drive ServiceMax forward. Learn more about our MaxChoice award winners here.

Congratulations again to every finalist who shared impressive business results in their nominations.

Diving Deep: User Groups with product experts and customer feedback

ServiceMax User Group programs center on bringing together customer experts, sharing product updates and fostering an environment where attendees can extend the value of the technology by making the right connections. Joining a user group offers a unique opportunity for customers to bring their voice to the table and to our innovation roadmap.

Our May user group meetings at LiveWorx were a rousing success with a packed room of experts from across our customer base, who spoke up and shared their use cases, insights, experiences and feedback with our account management and product strategy teams.

Customer panels are always a highlight when leaders tell the rest of the room the strategic ways they are solving their most pressing business problems. In our People in Service Panel, customers spoke about the ways they equip their field service team with a focus on change management and real-time communication tools, including a powerful use case for Zinc hotlines and ServiceMax Go mobile app with an emphasis on offline capabilities.

The second panel focused on how some of our leading-edge customers are Innovating for Growth. Customers shared how asset and service data will unlock the new value and equip new teams, like the product design stakeholders, who have so much influence on the serviceability of the assets. Everyone reflected on how tools, processes, and people were affected during the COVID-19 pandemic, and we heard what’s next on the horizon for these field service teams.

Relive the Magic: Stream Keynotes from ServiceMax and PTC

For customers who joined us in Boston and for those who were not able to travel in for the events, there’s more value to get out of PTC LiveWorx 23 in the keynote recordings!

Keynote presentations are available on demand here.

Jim Heppelmann, CEO of PTC, presented Path to the Future, Products in the Age of Transformation. He outlined tangible strategies that manufacturers can leverage to transform their business today and chart their path to the future.

This includes the need for speed as a top priority for some companies and how many companies are applying agile software development practices to product lifecycle management and product design.

He highlighted the ServiceMax acquisition and laid out his vision of a closed-loop digital thread, from product lifecycle management through to service lifecycle management, with key tie-ins with customer relationship management: From Windchill to ServiceMax to Salesforce. He sees how companies are looking to tie these powerful systems of record together to unlock untapped value and annihilate silos. (Jump to 43:03 in the recording for this section)

Neil Barua shared his vision for the Future of Service in another keynote and helped audience members understand where Service Lifecycle Management is going and why field service is so important to him, his father, and the world.

Catherine Kniker, CMO and Chief Sustainability Officer, presented Tangible Strategies for Improving Product Sustainability. On the Service side, she highlighted two key customer stories. First, how Metso Mining uses Servigistics to optimize parts planning, reducing costs by $40 Million which helps sustainability goals to reduce emergency shipping emissions. Secondly, how 3D Systems deployed asset-centric field service with ServiceMax and helped resolve issues remotely so they were able to reduce parts usage by 63%, reduce repeat visits by 39%, and increase their NPS score from 22 to 70. (Jump to 27:53 to hear about the Service side of Sustainability)

Keep the Conversation Going

In fruitful roundtables, customers spoke about their top challenges and requirements in five compelling topics. Presenters from the event are sharing more detail on the ServiceMax Community Kitchen. Let’s keep collaborating on those topics:

ServiceMax experts shared insights and ideas in numerous breakout sessions as a part of the LiveWorx agenda. Catch up on all the content on the ServiceMax Community Kitchen here.