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Heather Ashton

Research Manager, Service Innovation and Connected Products

Heather Ashton is Research Manager for IDC Manufacturing Insights responsible for the service innovation practice. Ms. Ashton's core research coverage includes the customer and service lifecycles in manufacturing, including CX and UX, field service, and warranty, as well as the impact of connected products on customer engagement and service transformation. Based on her coverage of connected products and innovation accelerators like IoT, AR/VR, and artificial intelligence, Ms. Ashton's research also includes an emphasis on operating model transformation in manufacturing, including connected service and product-service systems. In automotive, Ms. Ashton's research focuses on the impact of connected cars and emerging mobility options for Automotive OEMs' business models and service offerings.


Previously, Ms. Ashton was a Principal Analyst at AM Consulting Services, covering topics as diverse as cloud computing, business intelligence and analytics, social business, sustainability, and business process management. Prior to that she founded and ran a start-up manufacturing company that launched Arch Angels®, a patented pediatric orthotic device. Prior to Arch Angels®, Ms. Ashton was Marketing Manager at VPN service provider OpenReach. Before joining OpenReach, Ms. Ashton worked for Hurwitz Group, Inc. as Director of E-Business Strategies.


  • B.A in English from Boston College, Scholar of the College distinction.
  • Regular contributor and provider of analysis to industry publications, including Industry Today and Field Technologies.
  • Ongoing participant on The Future of Cars with Game Changers radio program on Voice America.
  • Frequent speaker, presenter and moderator at industry conferences.

Follow Heather on Twitter @HashtonIDC.

Download Heather Ashton's Bio in PDF.

Delphi, a long-time tier 1 automotive supplier, announced on October 24 that it will be purchasing nuTonomy, an autonomous driving technology company, further extending Delphi's AV technology buying spree of the past two years. For Delphi, ...
With the intent to further expand its global footprint in field service management (FSM), enterprise software vendor IFS announced September 28 it has signed an agreement to acquire WorkWave, a United States–based SaaS provider of field ser...
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IDC MaturityScape Benchmark: Manufacturing Service Innovation Worldwide, 2018

Dec 2017 - IDC MaturityScape Benchmark - Doc # US42728118

by: Heather Ashton

This IDC study is designed to provide IT and service business leaders with a framework for evaluating their current service innovation maturity. Key findings of this benchmark study include the following:The majority of service organization...
本調査レポートは、コネクテッドビークルに関する包括的な概要と定義を提供するものである。本調査レポートで提供される概要は、IDCのコネクテッドビークル調査のスコープを示している。また、この進化を続ける市場において、柱となる必須のデバイス、サービス、団体を記述している。IDC Manufacturing Insights' Worldwide Connected Car Ecosystem for ManufacturersのリサーチマネージャーであるHeather Ashton...
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