IDC Manufacturing Insights: Worldwide Service Innovation and Connected Products Strategies

IDC Manufacturing Insights: Worldwide Service Innovation and Connected Products Strategies research practice examines key trends, technologies, and best practices in optimizing the customer and service life cycles for manufacturers and service organizations, leveraging the Internet of Things (IoT) and connected products to deliver customer support and strategic differentiation, transforming field service operations, managing warranty processes, and providing the customer with a unified brand experience for the life of the relationship. Manufacturers are looking to enhance service offerings with technology capabilities such as artificial intelligence (AI) and cognitive learning, 3D printing for service spare parts, augmented and mixed reality for field service and customer support, and remote monitoring and predictive maintenance to support the assets or products that are on their customers' sites to increase visibility and quality, improve service delivery, expand customer centricity, create new business models, and optimize the service workforce.


IDC Manufacturing Insights: Worldwide Service Innovation and Connected Products Strategies advisory service focuses on the challenges facing executives who are under pressure to reflect the growing demand for greater customer centricity in their service life cycle through better responsiveness delivering enhanced and personalized experiences at scale and value-added services that generate profitable revenue streams. The practice develops a unique analysis through focused primary and secondary research, along with ongoing communications with industry experts, executives, practitioners, and IT product and services vendors. To ensure relevance, our analysts work with industry insiders to identify and prioritize specific topics to be covered in research reports. Our analysts are also available to help executives make better-informed decisions.

Topics Addressed

Throughout the year, this service will address the following topics:

  • Best practices in customer experience, service innovation, and connected products to improve service readiness, increase responsiveness and resolution, differentiate from competitors, contain costs, and increase revenue
  • IoT ecosystem for connected products, connected services, product service systems, product service networks, and servitization
  • Reliability-centric, condition-based, and predictive maintenance technologies and capability maturity models
  • Governance models, performance metrics, and technology adoption of field service, customer support, service spare parts, warranty, and service contracts
  • Field service and workforce management approaches to enhance the productivity of field service resources and support geographically diverse operations

Key Questions Answered

Our research addresses the following issues that are critical to your success:

  1. What are the best practices adopted by leading companies to identify new service revenue opportunities to enhance service life-cycle and customer value and mitigate risk associated with service and product margin erosion or commoditization?
  2. How do enterprises adopt new technologies such as IoT, mobility, artificial intelligence, augmented and mixed reality, social collaborative tools, and 3D printing in their service operations, and how are they leveraging data analytics to create actionable insights and on-demand recommendations for customers, partners, and the service team?
  3. How can service organizations assess their capabilities' maturity level, and what tools are available to develop a road map for improvement?
  4. How do service organizations articulate a business case to justify investments in technologies that enable service innovation and connected services to move from proof of concept (POC) and pilot to production at scale?

Who Should Subscribe

IDC Manufacturing Insights: Worldwide Service Innovation and Connected Products Strategies advisory service is ideally suited to support the needs of:

  • Product companies looking for advanced service and diagnostics technologies and business models to improve product value and differentiation and increase service revenue
  • Asset owners and operators seeking to optimize service life-cycle management, maintenance operations, and product service systems
  • Executives and IT groups supporting service, field service, warranty, service spare parts, and quality programs and initiatives in the manufacturing industry
  • Technology providers and systems integrators looking to gain additional insight into the key challenges in service life-cycle management facing manufacturers and IDC Manufacturing Insights' recommended actions for addressing them

Related Links

Meet the Experts
Aly Pinder

Program Director, Service Innovation & Connected Products