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Digital Transformation: The Technology and Support You Need to Succeed - LiveWorx 2020 Keynote

Kevin Wrenn
EVP, Products at PTC
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LiveWorx 2020
June 9, 2020, Online, USA
LiveWorx 2020
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About speakers

Kevin Wrenn
EVP, Products at PTC
Eduarda Camacho
Executive Vice President, Chief Customer Officer at PTC

A dynamic, innovative and results driven senior executive with a track record of driving strategic vision that delivers market winning solutions and operational results. Excellent business development skills that create trusted senior-level relationships with customers. Highly skilled in developing and motivating high performance teams and a collaborative culture. Transformational leader in enterprise software technologies for digitalization - CAD, PLM, IoT, Augmented Reality, Additive Manufacturing. Extensive knowledge and experience in cloud, desktop and enterprise solutions.

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Through out my career in software technology there has been a constant, relentless pursue of customer success, measured by real business outcomes. Leading PTC's Customer Operations allows for that ultimate goal to be at the center of my business and my teams success.

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About the talk

To compete, particularly during times of disruption and accelerated digital transformation, companies need best in class technology, choices that meet their changing needs, and success offerings to capture value faster. Join Kevin Wrenn, EVP of Products, and Eduarda Camacho, EVP and Chief Customer Officer, for an interactive discussion unveiling new PTC technology across our portfolio and with our strategic partners, and case studies of the companies that have capitalized on digital transformation to thrive in an era of disruption.

The LiveWorx 2020 Content Archive is now available! Gain access to 9 keynotes and over 120 sessions from 15 different tracks focused on key areas of transformative technology.

Watch Free: http://livewrx.co/c6rX30qWEVc

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Welcome back to LifeWorks 20/20. My name is Andre Winslow and I'm your host for today's live stream events throughout the day. We will be hearing from some of the top technology thought leader who will share their insides around the impact of digital transformation. Also liveworx is offering an on-demand catalog where you can explore over 100 additional sessions of great content from today to June 19th. Be sure to check it out and keep an eye out for an upcoming email to gain access to our content archive for an entire year. Now. Let's begin our next session digital

transformation the technology and support you need to succeed. Kevin Ren Executive Vice President of products at PTC and Eduardo Camacho EVP and chief customer officer at PTC. I'm going to discuss why digital transformation is more important than ever now PTC continue to innovate across their entire portfolio products, and how are they are committed to improving customer experiences and outcomes. Ladies and gentlemen, I am pleased to introduce from TTC Kevin Ren and Eduardo Camacho. Thank you, and we are both really excited to be here today

to share with you at PTC can offer to help customers succeed and their digital transformation Journey. Love you more than 15 5000 review from around the world are here today. What a powerful community of people that just want to move forward. Thank you. As Chief customer officer. My role is to hear from you to work with you to elevate your success. So to the 50 customers that are presenting at Lifeworks 20/20 a special. Thank you. You're an inspiration to me. I am so looking forward to sharing some of their success stories with all of you during the session

including how you can be more effective in your role. But before we jump into things I too want to thank you you our customers are all heroes. While facing unprecedented disruption, you're all rising to the many challenges of covid-19. You even being here with us today demonstrates your dedication to finding ways to respond in order to keep your Enterprises afloat and our economy vibrant. Now it's no secret that this latest disruption in today's world has created a new normal and there's many lessons that have come from it.

If you had a chance to listen to Jim's opening keynote, he talked about strategies to thrive in this new normal and how digital transformation is essential to each and everyone now as EVP of products here at PTC just like all of you are teams are committed to enable our customers Success Through the destruction and The New Normal from a product perspective. We haven't stopped we have and will continue to release new software and fix it to ensure that you can still improve your business continuity and deliver to your customers. As one example, we recently shipped Creole

7 the most technically ambitious release of Creole in over a decade including new generative design new multi body design ability and also advancing Creo simulate live with real-time fluid analysis all of this on time and without destruction. We also have created customer success programs to help many of you through this crisis by helping you to we are set up to work from home address in some of your acute support needs with 24/7 or giving you access to technology that can make a difference in these days all while enabling you to keep your employees safe.

No, you're here because you want to drive digital transformation in your company's. It's a mandate now more than ever when the physical world has been disrupted. The results confirm it many leading industrial companies both big and small have already achieved High Returns on their investment. You will hear how innovation in the engineering process has allowed for Mass customization with a shortened designs python how you can improve the manufacturing efficiency to remain competitive

customers and how to reduce service parts and supply chain overhead by 20% and improve a sit-up time. Oh, well, let's keep that one a secret. We land on a very special note. So stay tuned and let's get going. How do you face the challenge of shortening design Cycles increase product personalization while managing a distributor team of Engineers. Ryan Enfield is an Indian Motorcycle company with very British Roots manufacturing motorbikes since 1901. Their customers are mostly

in Europe and in India. A fun fact o they actually produced more motorcycles last year than all of the European and North American manufacturers put together. Now the right there is a Brian and field won their bikes to represent their personalities. This means Ryan Enfield needs to excel personalization customer intimacy, but while producing a scale so they took the challenge and works to better manage the complexities with mass customization and respond to the

market. broadly distributed team of 160 Engineers across multiple sites and disciplines from systems product support in manufacturing engineering We have the clear business goal in mind of increasing personalization options while reducing design cycle Ross for the opportunity to leverage to the full extent technologies that the team was already using and develop really Innovative engineering approaches a long time. They were on old versions of the technology. So the starting point was at the grating Creole and Wayne to to the latest releases so they could Leverage

From there, they moved on to transform their prostitutes for platform and variance design introduced simulation much earlier into the design process using the power of Creole simulation life and then went even further by leveraging cutting-edge technology of generative design bringing artificial intelligence into Engineering in applying its two engine and Chassis really complex custom parts components last but not least they retrained and retooled their engineering staff to fully Leverage The Power of the new processes

and technology has the whole team now has new digital capabilities that accelerate new product designs variance and accessories for additional personalization and design cycle. But they will not stop here formation story will continue as the digital try the product information moves on to transform other functions in the company. Ryan Airfield he's investing in new ways to create value by leveraging augmented reality with great really compelling showcasing new bikes and highlighting new features in marketing and sales events

together with their partners with the combination of physical models and digital representation. Exploring the area of service training and maintenance doing functional performance reviews in global distributed collaborative sessions. And my favorite piloting augmented reality for training on the assembly process has this cool field. What is a very common Gap when onboarding new production workers to help the transition between offsides classroom with a book and the production facilities

and field is training in providing to this new work as we documented reality training on-site on the job dramatically accelerating time to productivity. So we are so looking forward to hearing about the results of his next fight. I keep success factor for rods & Fields results is called productive Easton is in leveraging religious gray technology that is available combined with prostitutes to achieve engineering Excellence as you are driving transformation. You also need new ways to reschedule and retool.

A big part of the solution is having access to the training that your team needs when they needed. So I see we have a new offering that is addressing these specific challenge. Then you learn online subscription provide unlimited access to regularly scheduled classes. Darn delivers online. These flies instructor-led classes are actually designed from the ground up to be engaging interactive and delivered virtually, of course. Each course provides our customers with a live loud environment so they can truly experience

the PT Solutions from anywhere around the world. Our curriculum team lounges new and updated courses every quarter which then became available as part of subscription. So your team's can stay current and with the latest Solutions and continue to develop new skills subscription also includes PTC certification program, which allows students to validate their knowledge as they pass key learning miles. We lost learn six months ago for Creole and just flown to learn sing Works subscription will expanse water

if TTC products later in the year. So stay tuned. I have to say the student feedback has been overwhelmingly positive. So thank you to our learning online customers. If you want driving engineering Excellence, be sure to check similar stories from other companies in the Life Works catalog. Be sure and join Michael Leake. To learn about what is new in Corona special. He's going to focus on vegan approaches, which you saw and feel these already leveraging and generative design creative simulation live

now with real-time fluids analysis or the new powerful tools of multi body design. Also, the other Kevin Kevin O'Brien will take you through a journey along the product driven digital thread taking trusted design engineering information and then extend across the Enterprise to improve time to delivery reduce project risk reduce crap and improved quality. So be sure to check out both of these patients Eduardo. That's such a terrific story. I think you might remember that we had a Royal Enfield motorcycle in our offices for

a while. It's a really pretty cool looking motorcycle. Like they say modern classic. Fun fact that you mentioned is really interesting that they built more motorcycles last year than all of the North American and European manufacturers combined and that they were all personalized at that scale. It's just amazing. Okay. Now that is why that has highlighted successful digital transformation in engineering. Let's move on to manufacturing process. He's now have you ever faced such cause pressure in a manufacturing facility actually forced you to think about moving to

another location at the same time needing to innovate and improve quality. That's the kind of pressure that any vans troop faced. Keep the VP business line automotive and on-road and Vesey St. Vcst is part of the Beyond T group. There are world class automotive manufacturer of precision machined powertrain and Brake components. Their customers are Auto yams in Tier 1 suppliers. Now their problem that they had high cost for a production facility that they had indulgent. They either needed so dramatically improve their cost efficiency in their plant or be faced

with the prospect of needing to shut down. This is where Eddie Van Street comes in. He decided that relocating the factory was not the answer but they do that digital transformation was the answer. He not only wanted to keep the plant in Belgium. He wanted for his customers to be able to rely upon more flexible and faster response time from bcst. His idea was along with improving only in the factory. They also needed to reduce the FTE is associated with maintenance of the machines now, they're implementing thing work so that anyone can have instant visibility to asset status and

performance. They're also creating the ability to digitize maintenance request and the ability to inquire about spare parts from Erp. This is aimed at improving the overall cost efficiency in support of their cost reduction goals. Another interesting part of the vcsp story is in quality and innovation in quality. Their goal is to reach 0 complaint in our customers and fact if any quality problems occur at their customers, they may be forced to do 100% inspection until the problem has been proven to be resolved. This is of course an enormous cost

as renovation as cars have gotten more quiet with electrification noise from Gears has become a problem this puts additional pressure on bcsp to innovate to reduce Kira noise. So how is bcsp meeting these challenges well, Renovation they're implementing closed-loop quality with thing works in wind chill thing works to Monitor and gather precise measurements and windshield to collect and share information for joint collaborative analysis to innovate and reduce gear noise. Infor quality, they are again implementing

closed-loop quality using a combination of thing works for mining machines windshield for prices plans. In fact 65 steps are a thousand instructions for the machines and also windshield for Capa governance. Additionally, they're planning to use the power of euphoria expert capture and Euphoria chalk for training Frontline workers to further improve their efficiency and cost-effectiveness, especially in maintenance. Of course, their project was complicated by the covid-19 has that threaten their plans? But rather than to lay their smart Factory initiative and easy quite the opposite he

decided to use this time to get a jump on the competition and accelerate their plans rather than put them on hold vcst is in the process of connecting suppliers people devices machines and customers and systems and smart applications resulting in more reliable and integrated process. He's higher quality. Now that is how vcst is driving manufacturing of his efficiency and beating the challenge of high local manufacturing cost. Now, they're not done with digital transformation. They have further plans to implement Creo for Cad and wind chill for KLM to enable an end-to-end

digital thread connected to the factory. Okay. How did they do all this? They leverage their partner and ours at Altima. The adults of a product Innovation Department work very closely with bcst to understand their problem to gain some insight into the business processes and then to collaborate with them on a plan to move forward with their digital transformation. Now, they've gotten a good deal done, but they have a lot more work to do and you should know that PTC does provide success pass that are focused on delivering value to our customers and our partners

based on their use case rapidly and predictably R6S pass provide prescriptive guidance to our partners and customers enabling them to accelerate the timeline and minimize the risk to achieving value while driving digital transformation with our software. Now we've developed recommended success pass for a lot of common use cases including how to build a thing work solution for manufacturing. To learn more about improving Factory operations. You should attend a great session in the library catalog hosted by two of PTC top Executives Craig Melrose and Howard help woman. You don't want to miss

it. I never heard that's why I'm having problems with high cost production facilities, especially in the automotive sector. Anyway, I love to hear how Eddie and the team instead of throwing up their arms in the crisis. They leaned in and seize the moment to accelerated transformation really well done. Turn out to the next scenario equipment have been manufactured but they have to be used in operational settings such as factories hospitals around the world. Right? So if you are driving a digital transformation strategy that is aimed at creating value

throughout the process in your industry. You're most likely investing in the digital component of that solution. Even if you are not a software company at her that is actually the challenge that Stephen Harper the digital transformation leader of the group is undertaking. The privately owned by the group Holdings operates in the wood processing industry. It's one of its largest integrated suppliers. And he's the North American leader in this field. Did the group's purpose used to deliver a complete range of Innovative Equipment digital

Technologies, turn key installations and aftermarket services to their customers. Is it going to mention leveraging the power of digital to provide immediate impact to their own customers was nothing short of a challenge and require the strong Vision strong leadership at the Beaver Brook. They were coming from a very traditional industry at early stages of digital transformation. It's really represented the cultural shift. So they decided to focus their areas of expertise and rely on PTC Microsoft and Rockwell's combined capabilities

and scale to deliver espace type ready to go solution to their own industry leveraging these combined power season in each team developed the digital strategy for service to improve the Neil efficiency and profitability. For the operators in the forest products industry who need improved profitability in any given Market condition this solution that they know of right provides real-time insights that optimize fiber recovery productivity and sales rehabilitation. What's right is built on the thing works

platform which allowed these groups to provide to their customers and out-of-the-box solution with Robbie turn to volume and the low total cost of ownership integrated with big groups industry-leading service team. So phase one of the project is now complete they have a solution in production for acid Health monitoring and it's already deployed in 13 Mills. It took them an average spend of time for me to two weeks, which you can imagine allows for really rapid scale. Now face to is underway and ending Clues

strengthening the operates functionality with the Predictive Analytics module to reduce downtime and build group is working with PTC and with our partner Rockwell to develop the solution. Also Steven and the team are already embracing the power of augmented reality to better service with equipments to train their customers and to train their own employees. For example now during the prices forced to work from home. They started using chalk to remove the sister customers and the field engineers and

technicians. Another major success to highlight in this program is how big group and TTC work together to create a go-to-market model for operate from marketing strategies to a value-based pricing model for their solution reflecting really didn't pack the devil drives for their customers. We did a joint volume assessment between big group NJ PTC experts and anticipated the double-digit Improvement across some really key metrics for these operators in the forest products industry did can achieve between 30 and 60% increase in operator productivity.

Fan to 20% reduction in the cost of quality. almost 30% increase in throughput in the study to 50% reduction in downtime. Just anecdotally in one of the meals one of the customers avoided that $5000000 capital investment by leveraging the power of operate just as impressive is both the impact that big group digital strategy is having in such an important industry as the fact that they did it in such a short. Of time. It actually was only 1 year ago. Was that the visitors here in Boston at 5 works and we formalize our commercial

relationship great job youth group. Do Stephen and team leverage TTC success plan a strategically packet start of services resources expertise in personalized guidance to expedite business outcomes and a time to Value if the success files as previously described by Calvin is how to do it as successful and subscription is the zip code to access value-added services at every life cycle stage through one cohesive experience. Our success plans include an experience customer success manager who

provides proactive support throughout your entire Journey with us focused on you, they provide expertise and prescriptive guidance. Executive business reviews Usher we stay on track to achieve Mutual business objectives success points redeemable for different success services are available for each of your use case such as rapid.com subject matter expertise training or more volume driving fool technology adoption in moving to access code. If this story of

products and service Innovation by the big group is relevant to your company, then I would recommend you stationed in the light works catalog with Michael and Michelle. As we have learned from this crisis the ability to remotely Monitor and service-connected products is absolutely critical. Leveraging the powerful new capabilities in Spring Works 9 hour out of the box Solutions accelerate time to value by reducing service cost or by creating Innovative new services for your customers a Jesus song with Bill group and not the greatest person to check out is the thing

works platform in Solutions Road not posted by Joe Byron and yet another Kevin Kevin Foster. Joe and Kevin will provide an in-depth overview of spring works and discuss the vision of the platform's evolution Explorer high level Road and explain PTT strategy for meeting the building needs of customers and partners digital transformation. So so relevant in our new normal Steven and his team have really done an absolutely amazing job. They certainly have no service is really important to the beard growth.

Really for all of you out there service is a really critical component to ensure that your customers capture all the value from your products. I'd like to share with you another story of a company who is invested to optimize their service division question. Are you facing increasing demands from your customers on response time in service and also being challenged by your competition to act more quickly. Well Carmen Kubo face that very challenged the manager of global Service Parts at Hitachi Data Systems Hitachi operates an extensive service division that ensures all of its

customers Data Systems remain up and running. Their challenge was not just to meet their customers up time service level agreements but to do it without killing the cost structure most of their agreement stipulates that the company has to resolve service issues within 2 to 4 hours. Imagine that no, keep in mind this Hitachi division includes a Service Parts planning organization that supports 45,000 sites in 110 different countries covering a total of 14 million SS. It's a complex problem to say the least.

No, Carmen's idea was to implement PTC servigistics Service Parts management software to optimize global Service Parts supply chain that helps them ensure the right parts are available when and where they're needed for service. Now when service is required having the right part in the right place at the right time is really critical to maintain the highest levels of customer service with servigistics. They can accomplish This cost-effectively and like their customers while contributing to high levels of customer loyalty and retention. Call Carmen the only thing that differentiates

us from everyone else is our service customers have choices and we believe it's our service that helps them win and us to retain their business. Another solution helped Itachi to meet their two objectives of the light and retention while reducing the service parts supply chain or ahead by 20% and set up time optimization was critical and adjust Global inventory to ensure that any assets up time and availability targets are Matt. Also, they worked on equipment utilization causal forecasting which forecast parts to me on FaceTime customer usage and location.

Also, they run all this on the cloud which allows them to upgrade to the current releases more often to take advantage of new functionality and avoid unexpected costs. Now one of the ways the PTC continues to drive engagement and support from customers and their transformation journey is for the PTC community. This robust network of collaborative spaces is a Gathering Place for PTC customers and partners to Showcase their work Inspire each other share ideas or best practices in order to expand the value of their PTC Solutions and services now just a

couple of Statistics there were 2.7 million sessions last year. There's over 35,000 active users. We have 2500 new registrants each quarter and there's a hundred and twenty thousand threads of collectively built knowledge that you can access 80% of all questions receive an acceptable solution 50% of questions get her for a response within the first 8 hours and up a further 80% within 2. Just two days. The different former forms are available across different product lines and focusing on different business challenges including Service Parts management and Service Parts

pricing. It allows for deeper Technical and strategic conversations relevant to your challenges in your knees between you and your colleagues. Now service is really key to the success of any company. It's been a really exciting year for our server justic solution in just January IDC release their service Parts management marketscape got the top spot for advanced capabilities and our strategy. Now if you're interested in optimizing your service division, please be sure to check out Leslie Paulson session in a live Arts catalog to learn more

about Service Parts optimization and Advanced Data science. Lately will highlight house Service Parts optimization Psalms. The most complex Service Supply Chain challenges show also help you understand our path of innovation for Service Parts optimization technology, and she'll also dive into how artificial intelligence and machine learning improve Service Parts management this in for informative session is not to be missed if I choose really differentiating themselves with their improved service offerings. Well done Carmen into the team very impressive results

of the passport customer story is All Share common theme of being centered around the need to better serve their customers by improving engineering manufacturing and service is a very special one about how technology and the human Spirit can come together to make amazing things happen and to create a better world. As you know, covid-19 to two significant strain on the world's hospital and Healthcare infrastructure hospitalization rates for into question the capacity to be able to handle

all the cases so many countries including the US started looking for alternatives to safely care for patients while minimizing the spread of the virus has essentially steel Hospital. The complication is that seals hospitals have essentially no isolation or air filtration capabilities. That is absolutely required for treating covid-19 patients are even for the healthcare workers. This is where the power of Science in human Spirit rise to the challenge. The US Army Corp of Engineers without specification to create

a self-contained isolation unit fully functional hospital rooms that can be transported or can be built on site including everything the structural framing for the room the ventilation the plumbing electrical assembly very complicated stuff that needs to happen really fast. A group of several companies led by Scott Miller add to the Innovation machine Raleigh to help design in Define the self-contained isolation units in these companies including PTT quickly committed to contribute which is really fantastic.

But now I know that you need to set up a way for all these companies to collaborate first and foremost how to create a common design. Combine elements of product development of the architectural design regardless of each team member is using what company they come from or where they are located around the globe collaboration and spit was critical if this program was going to be successful. Not only the technology needed to be enabled but really quick decisions needed to be taken

and then many of our great customers and partners also stepped up and joined us to create a better world within just 24 hours of the Innovation group reaching out to us. We responded by providing the collaboration tools that the group needed with cloud-based wind chill is the foundation now, we started with an out-of-the-box cloud-based production in instance of windshield that we made available with an hour's that enabled the team to begin to compile a fully digital design. But we didn't just provide software and Technical

expertise. Tonight's collaboration. We also contributed with some digital thread and digital design advice to help the group solve some of their challenge where was all so wonderful to see was how other people see partners and customers joins and added to the team as the weeks went by just to give you an example answers did see if the modeling on the room negative pressure validation. It's a true representation of the power of this community AR for visualization for design collaboration for training and positioning the offering to the u.s. Army Corps of

Engineers the Federal Emergency Management agency and state government agencies. The system supported numerous pivots in design very fluid giving them a platform to fully enable digital digital Fred. That would not only be built but actually he's ready to be monitored operated and in cases need to be serviced at Moscow. Now the best news here is that the impromptu collaboration and fast action of these 20 + companies created the design that could help us state governments FEMA and other government agencies battle covid-19

pcs one amazing story of how the human spirit and Technology coming together changing our ability to be prepared for what is to come with covid-19 or we'd either Mastiff crisis or disasters that's require alternate care sites. It's one of many from all of us at PTC a heartfelt. Thank you to Scott dissing in all of you. That's fine new solutions to really difficult challenges. As we wrap up our session on digital transformation eduarda and I both want to send a special. Thank you to our customers who so

willingly shared their success stories are story of innovating in the Engineering Process for Mass customization in shorts of design Cycles. Teddy bears fruit and Vesey St. And their story of manufacturing efficiency and cost savings with are impactful smart Factory initiative that creates immediate value to their word process customers. And Carmen Kubo and the team at Hitachi data systems for their story of optimizing Service Parts management across their supply chain and finally

self-contained isolation units in the fight against covid-19 salt leadership was acquired installing a challenges whether it was an engineering and Manufacturing or in service or in any combination of those three, they all have shared traits. They clearly identified their problem. They identified the value of solving a problem and then they implemented plans that leverage digital transformation Technologies combined with brand new process fees. Now before covid-19 digital transformation was

a requirement to get a competitive Advantage now. It's a mandate in The New Normal. PTC is focus on helping you accelerate your digital transformation with everything we have for market-leading Technologies and CAD PLM iot and they are all the way to customer success offerings across the engineering manufacturing and service chains. You our customers our partners. Our developers are amazing inspires us to create the products and the success of rings that we delete. There's a lot of attention these days to the

essential workers and very rightfully so bad when it comes to business you are the essential workers. You are dedicated to your customer success and we are dedicated to your success. We will do everything we can to empower you to leave your company's through the Mandate of digital transformation. Thank you for joining our session today. I am is one of the Camanche and we hope you have a wonderful rest of your day. Thank you, Kevin and Eduardo joining us today that concludes our second session of the day next up at the top of the hour. We will dive into

artificial emotional intelligence or your motion AI to learn what it is and why it matters will be right back after a short break.

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Kevin Wrenn
Eduarda Camacho