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PODCAST

UNSCRIPTED

Future of Field Service

The UNSCRIPTED podcast takes an honest look at how business leaders are evolving, innovating, and overcoming today’s biggest challenges. With discussions focused on the firsthand perspective of leaders across industries and around the globe, you gain a front row seat to the tales of the trials and triumphs they experience as they modernize their businesses – and themselves. This podcast is hosted by Sarah Nicastro, who has more than 15 years’ tenure covering business transformation, technology, and

business management

All Episodes

00:46:31

ABB’s Use of AR and AI to Modernize Field Service and...

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2024/05/08

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Stuart Thompson, President of the Electrification Service Division at ABB, for a discussion around the criticality of continual innovation when it comes to leveraging technology but also advice for a pragmatic approach to drive success. Stuart manages a global business generating $1.2 billion in revenue, overseeing over 3,000 service professionals across 50 countries. Promoted in 2022, he now leads the newly established

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00:37:03

What Are Savvy Consumers of Outcomes-Based Services...

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2024/05/01

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Alastair Winner, Partner and Co-Founder of Mossrake Group, for an in-depth conversation about what service providers need to consider in successfully positioning outcomes-based services.Alastair is an entrepreneur, consultant, and business leader with vast experience in enhancing management across the service value chain. Skilled in leveraging best practices, Alastair effectively drives business outcomes through services,

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00:32:13

Service Transformation: Lessons Learned and...

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2024/04/24

In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Ralf Bootz, Services and Solution Delivery Lead for International Markets at Philips, to discuss what he has learned over his 24+ year career with the company about how organizations and leaders must constantly reinvent themselves to remain relevant. Ralf is a Change and Transformation Manager, a certified Six Sigma Program Manager, and a Lean Master who has effectively led major performance and change initiatives, enhancing

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00:33:09

Creating CX That Fuels Business Growth

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2024/04/17

In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Joseph Michelli, Professor of Service Excellence at Campbellsville University and New York Times #1 Bestselling Author, to talk about how service organizations can achieve success in creating differentiation through customer experience.Joseph is a globally renowned speaker, author, and consultant known for sharing expert business practices to create joyful and productive work environments with a focus on customer

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00:34:49

A Data-Driven Approach to Field Service Success

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2024/04/10

In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Ken Marsh, Manager of National Service at Marmon Foodservice Technologies, for a discussion around her favorite topic: data. Ken shares what KPIs are most important for service today, advice for what makes data most impactful, and thoughts about AI’s impact.--- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

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00:10:33

A Sneak Peek at Some Exciting News!

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2024/04/03

In this episode of the Unscripted podcast, host Sarah Nicastro fills listeners in on some exciting changes they can expect to notice with the podcast, some improvements as the former Future of Field Service Podcast hits a milestone, and what the live event landscape will look like for 2024.If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts and to our newsletter: https://www.futureoffieldservice.com/the-insider/⁠ --- Send in a

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00:42:05

A Multifaceted Approach to Creating Sustainable...

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2024/03/27

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Sarah McKay, Vice President of Service Delivery at Concentrix, to discuss her career as a woman in service, her passion for sustainability, and the connection between diversity and sustainability.Sarah is an experienced Diversity, Equity, and Inclusion (DEI) leader dedicated to fostering inclusive spaces where people of various backgrounds can flourish. With over 26 years in the field, she began her journey as

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00:33:13

Equity is Everyone’s Responsibility with Daniel Trabel

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2024/03/20

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Daniel Trabel, Director of Field Service EMEA at Thermo Fisher Scientific, to share the success his organization has had in bringing more women into field service roles and why he feels those who ignore the need to take action to improve diversity will fail.Daniel is a committed and visionary leader in service with a proven track record in the clinical diagnostics, life science, medical device, and

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00:31:59

A Look Back on 32 Years as a Woman in Service with...

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2024/03/13

In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Dot Mynahan, who recently retired from her role as Executive Director of Field Operations at Otis Elevator after nearly 32 years with the company, to discuss her journey and her thoughts on the International Women's Day theme of inspire inclusion. Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee,

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00:28:03

How We’re Celebrating International Women’s Day

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2024/03/06

In this episode of the Future of Field Service podcast, host Sarah Nicastro discusses how Future of Field Service plans to celebrate this year’s International Women’s Day theme of inspiring inclusion and shares some of her favorite words of wisdom from women featured on the podcast this past year.If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.

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00:35:55

Aligning Service Skills to a Modern Value Proposition...

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2024/02/28

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Frank Odogu, Director of Lifecycle Services at Atlas Converting Equipment, for a discussion around moving beyond seeking only technical skill in service and taking a more holistic talent approach to meet future needs.Frank has over eight years of leadership experience in the global service sector at Atlas Converting Equipment, where he is committed to providing outstanding customer support and leading revenue

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00:36:55

Creating a Customer-Centric Service Sales Approach...

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2024/02/21

In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Hany Salah, Head of Services Sales at Schneider Electric, to dive into skills, approaches, and tactics in selling today’s service solutions. They also touch on storytelling, customization, and talent challenges. Hany has over 23 years of experience, mostly in the service sector, and has been working at Schneider Electric since 2008, now leading the service sales team for North East Africa. Besides his

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00:44:10

The Art of Leading with Roy Dockery

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2024/02/14

In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Roy Dockery, Vice President of Field Operations at Flock Safety and author of the new book "The Art of Leading," for a discussion around the mindset and practices that lead to impactful and effective leadership. Roy stands out as a transformative leader in the service sector, keynote speaker, and creator of an innovative leadership model based on truth, love, and empathy to enhance impact. His

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00:28:29

Six Levers to Improve Employee Satisfaction in Field...

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2024/02/07

In this episode of the Future of Field Service podcast, host Sarah Nicastro draws on recent enlightening conversations to compile a list of six focus areas that leaders should be prioritizing to improve employee engagement and satisfaction in field service.

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00:43:11

Powerful Innovation in a Changing World

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2024/01/31

Sarah welcomes back Dan McClure, System Innovation Architect and Choreographer, Innovation Ecosystem, and co-author of the soon-to-be released book Do Bigger Things: A Practical Guide for Doing Powerful Innovation in a Changing World to discuss how innovation will change in the next five years and how technologies like AI are impacting the ways organizations innovate

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00:13:14

The State of Service in 2024

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2024/01/24

Sarah shares her thoughts on what will take focus in 2024 for organizations focused on field service.

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00:31:17

Building Competence in Service – Today and Into the...

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2024/01/17

In a session from the Stockholm Live Tour, Sarah talks with Ann Sørensen, Global Competence Development Manager at Alfa Laval about how to build competence in service for today’s needs but also with an eye to the future. This conversation touches on training of the front line workforce and career pathing to leadership development and employer branding, and a variety of other topics that factor into an effective talent strategy.

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00:49:10

Tetra Pak’s Proven Ways of Supporting Field Force...

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2024/01/10

Sarah is joined by Marco Hugo Guiterrez, VP of Customer Service Operations, EMEA at Tetra Pak, who shares a detailed look at how the company is putting more emphasis on employee engagement and working to promote and maximize field force wellbeing.

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00:30:51

Vattenfall Customer Service's Prize-Winning People...

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2024/01/03

In this episode, Sarah welcomes Caroline Häggström Marklund from Vattenfall to discuss their award-winning people-first strategy in customer services. Caroline shares the evolution of Vattenfall's people-first approach, highlighting the shift from focusing on performance to prioritizing employee well-being. The conversation also delves into Vattenfall's achievements, including winning the Swedish Union's HBTQI award for inclusivity and earning the Great Place to Work certification. Tune

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00:02:41

Happy Holidays

UNSCRIPTED ·

2023/12/27

Sarah and one of her little elves share a holiday message.

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