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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

00:43:07

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

UNSCRIPTED ·

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...

UNSCRIPTED ·

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 &...

UNSCRIPTED ·

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...

UNSCRIPTED ·

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...

UNSCRIPTED ·

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...

UNSCRIPTED ·

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...

UNSCRIPTED ·

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...

UNSCRIPTED ·

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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00:40:58

Are XLAs the Key Metric You’re Missing? Part Two

UNSCRIPTED ·

2025/06/25

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is

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00:26:56

Are XLAs the Key Metric You’re Missing? Part One

UNSCRIPTED ·

2025/06/18

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is

en

00:23:45

Future of Field Service Nashville + IFS Connect...

UNSCRIPTED ·

2025/06/11

In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week’s Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical perspectives from industry leaders at TOMRA North America and Tampa Electric.

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00:46:08

Ecolab’s Remote Service Strategy

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2025/06/04

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave (Cob) Mencarini, Program Manager for Remote Service at Ecolab, to explore how organizations can revolutionize their service delivery through remote capabilities. Drawing from his experience transitioning from a 26-year Navy submarine career to leading Ecolab's global remote assist program, Cob shares insights on achieving 20% higher first-time fix rates, driving customer satisfaction, and successfully managing change

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00:50:30

Alcon’s Service Overhaul – And What Comes Next

UNSCRIPTED ·

2025/05/28

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, to explore the company’s comprehensive service overhaul. Learn how Alcon partnered with Disney to refresh its take on the customer experience, built a foundation for global standardization, and is now leveraging generative AI to take service delivery to the next level. This conversation offers practical insights on managing change,

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00:15:38

The Stand Out 50 Leadership Awards Are Back for 2025

UNSCRIPTED ·

2025/05/21

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring individuals who are transforming the service landscape. Tune in to hear about the distinguished judging

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00:48:41

From Combat Pilot to the Corporate World: How the...

UNSCRIPTED ·

2025/05/14

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veteran hiring programs, this conversation offers practical insights. Tune in to discover why professional

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00:25:09

Lead Yourself First: Exploring the Link Between...

UNSCRIPTED ·

2025/05/07

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced

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356 results

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