Heather Ashton

Heather Ashton

Research Manager at IDC

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.