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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

00:25:30

Industrial X Unleashed Highlights

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2025/11/19

In this episode of UNSCRIPTED, host Sarah Nicastro shares highlights from IFS's Industrial x Unleashed event last week in New York, exploring why industrial AI requires a fundamentally different approach than consumer-grade tools, how leading organizations like Kodiak Gas are driving real value through agentic AI, and critical considerations for making AI solutions usable and meaningful in mission-critical operations.

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00:59:48

Authoritarian Leadership is Out: Why (and How) to...

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2025/11/12

What if the secret to sustainable performance and genuine employee engagement wasn't another program or initiative, but something far simpler—and infinitely more powerful? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Zach Mercurio, researcher with a Ph.D. in organizational learning, performance, and change; leadership development facilitator specializing in purposeful leadership, mattering, and meaningful work; and author of The Power of Mattering. They explore why

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00:35:09

Why Modern Leadership Demands More Self-Reflection...

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2025/11/05

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Erin Coupe, former Wall Street executive turned leadership expert, to explore why modern leadership demands greater self-reflection and how to achieve it without burning out. Erin shares powerful insights on transforming routines into meaningful rituals, building authentic leadership practices, and creating sustainable success without sacrificing personal wellbeing. Whether you're a high-achieving executive feeling stretched thin or a

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00:38:51

The Intentional Leader: Mastering Presence,...

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2025/10/29

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Eduardo Bonefont, former worldwide VP of Technical Services at BD, to explore the art of intentional leadership. Eduardo shares profound insights on mastering presence, maintaining emotional consistency, and leaving a lasting legacy through what he calls the "unfinished portfolio." Whether you're approaching retirement or seeking to maximize your leadership impact, this conversation offers practical strategies for

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00:11:59

This and That (Bits and Bobs)

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2025/10/22

In a solo episode, UNSCRIPTED host Sarah Nicastro shares key updates following the announcement of the 2025 Standout 50 leaders, detailing new newsletter (re)launches, community initiatives, and upcoming research projects.

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00:45:42

The Untold Truths of Service Leadership: Part Two –...

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2025/10/15

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Gyner Ozgul, CEO of Fortis Fire and Safety, dive deep into the personal side of service leadership, exploring five untold truths that shape modern leadership. From the critical importance of mental health awareness to the complexities of aging as a leader, they tackle topics rarely discussed in traditional business settings. Whether you're navigating vulnerability in leadership, managing conflict, or balancing experience with

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00:23:31

Stand Out 50 2025: The Judge’s Table

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2025/10/08

Host of UNSCRIPTED Sarah Nicastro takes us behind the scenes of the Future of Field Service 2025 Stand Out 50 leadership awards two of this year’s judges: Ged Cranny, who retired earlier this year from his role as Senior Consultant with Konica Minolta's International Service Business after a 45-year career in field service and Roy Dockery, Sr. Director of Field Services Research at TSIA, Author, and also a former service leader himself. They share an inside look at the process of reviewing

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00:30:47

The High Performance Traits of Stand Out Leaders

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2025/10/01

In this special episode of UNSCRIPTED, Sarah explores high-performance leadership with Jake, co-host of the acclaimed High Performance podcast and founder of The Whisper Group. From Dame Stephanie Shirley's groundbreaking legacy to insights on authentic leadership, they dive into why being yourself is crucial for sustained success, how optimism builds resilience, and why recovery is just as important as achievement. This conversation offers a fresh perspective on modern leadership that

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00:43:07

5 Best Practices for Building Your Business Case for...

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2025/09/24

In this episode of UNSCRIPTED, host Sarah Nicastrosits down with Carrie Toth, VP of Customer Experience at Generac Power Systems, to explore five essential best practices for securing service investments. From assessing organizational dynamics and building relevance to smart storytelling and maintaining agility, this conversation delivers practical strategies for service leaders looking to drive transformation.

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00:26:44

Service Council Symposium 2025 Highlights

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2025/09/17

In this episode of UNSCRIPTED, host Sarah Nicastro shares key insights from the Service Council Symposium in Chicago, exploring trends shaping the future of service. From embedding AI in service lifecycles to extending asset lifespans, Sarah unpacks critical discussions on purpose-driven leadership, the evolving role of frontline workers, and the intersection of technology with human-centric service delivery.

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00:51:44

Trust as a Change Catalyst: Why Psychological Safety...

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2025/09/10

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Sacha Thompson, founder and CEO of The Equity Equation, to explore why psychological safety matters more than ever in today's workplace. From building trust and fostering open communication to creating truly inclusive environments, this conversation unpacks the essential components of psychological safety and its impact on innovation, talent retention, and organizational success.

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00:46:41

Move Over Bob: A New Narrative to Re-Invigorate &...

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2025/09/03

In this episode of UNSCRIPTED, Sarah Nicastro talks with Kate Glantz, CEO and co-founder of Move Over Bob, to explore her mission to revolutionize the trades through innovative media. Learn how this groundbreaking initiative is filling a crucial gap when it comes to working to diversify the trades with its fresh approach, engaging content that stands out, and focus on both informing and empowering young women.

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01:02:31

How Unisys is Differentiating through Experience...

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2025/08/20

In this episode of UNSCRIPTED, Sarah Nicastro speaks withPatrycja Sobera, SVP and GM of Digital Workplace Solutions at Unisys, about how organizations can differentiate through experience management. Discover how Unisys has transformed service delivery through their Experience Management Office, evolved from traditional SLAs to experience-focused metrics, and is delivering powerful experiences using a combination of proactive automation and human touch. Patrycja also shares candid insights on

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00:49:55

The Untold Truths of Service Leadership: Part One –...

UNSCRIPTED ·

2025/08/13

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire & Safety CEO Gyner Ozgul dive deep into five truths about the business realities most leaders encounter but few are willing to share out loud. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges.

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00:56:44

10 Success Factors for Complex, Global Service...

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2025/08/06

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Mark Florio, Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, to explore 10 success factors for complex global service operations. From centering around customers and building service as a business to managing internal relationships and maintaining team motivation, Mark shares invaluable insights drawn from decades of medical device industry experience.

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00:33:21

The Value of a Service “North Star” & Creating the...

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2025/07/30

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten van der Merwe SVP, Head of Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration and discover the strategic steps TOMRA is taking to achieve their goal of 100% remote service by 2035.

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00:45:57

How Lean Methodology is Guiding Service...

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2025/07/23

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, about implementing lean principles in service operations and the company's journey from a product-focused organization to a service-led business.

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00:44:20

How Multivac Cut Technician Turnover in Half

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2025/07/16

In this episode of UNSCRIPTED, host Sarah Nicastro speakswith Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention.

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00:53:21

As AI Democratizes Knowledge, The Duty of Leadership...

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2025/07/09

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Venkata Reddy Mukku, VP of Worldwide Service and Support at Bruker Nano Surfaces & Metrology, to explore leadership evolution in the AI era. Learn why focusing on people becomes even more crucial as technology democratizes knowledge, how professional coaching skills can transform team dynamics, and practical strategies for creating psychological safety.

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00:42:29

From IoT to GenAI and Beyond: Advice for Building...

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2025/07/02

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Amir Pasdar, Senior Manager for Intelligent Connected Solutions at Henny Penny and Intelligent Equipment Connected Solutions Leader at the North American Association of Food Equipment Manufacturers (NAFEM), to explore the evolution from IoT to GenAI and beyond. Join them as they discuss how to unlock the true potential of connected solutions, navigate organizational readiness for AI implementation, and combine connected data with

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364 results

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