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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

00:44:37

Lessons Learned in Global Service Transformation

UNSCRIPTED ·

2021/01/27

Emilie Giraudet, formerly the Head Of Customer Service Business Support & Sales Steering at GEA Group, shares with Sarah her hard-won and valuable insights from more than a decade of work transforming global service at GEA. Insights include practical advice for how to influence and align key stakeholders, how to set a solid technological foundation, and three keys to successful change management.

en

00:35:48

The Business Model Blueprint for Successful...

UNSCRIPTED ·

2021/01/20

Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group, makes his third appearance on the podcast sharing with Sarah insights into one of the most-discussed aspects of servitization: how to create revenue.

en

00:48:03

Sysmex’ Tips for Effective Onboarding, Training &...

UNSCRIPTED ·

2021/01/13

Sarah welcomes Bobby Lincoln, Supervisor of Customer Care Onboarding at Sysmex America, to discuss how to make onboarding personal – particularly in our now virtual world, how to train without creating overwhelm, and how to retain field service talent by offering career progression paths.

en

00:42:34

Top 10 of 2020 Part 2

UNSCRIPTED ·

2021/01/06

Here's the second half of our New Year's two-parter. To celebrate the end of a unique and challenging year, Sarah is joined by podcast producer and fellow website contributor Tom Paquin to discuss their favorite conversations and lessons from the past year. Guests include: Linda Tucci, Global Sr. Director of the Technical Solutions Center of Ortho Clinical Reeve Bunn, President of DSL Klaus Glatz, Chief Digital Officer of ANDRITZ Sonya Lacore, VP of Infight Operations of Southwest Airlines

en

00:36:05

Top 10 of 2020 Part 1

UNSCRIPTED ·

2020/12/30

To celebrate the end of a unique and challenging year, Sarah is joined by podcast producer and fellow website contributor Tom Paquin to discuss their favorite conversations and lessons from the past year. Guests include: Jamie Beck, Sr. VP of Field Operations at Peloton Roel Rentmeesters, Director of Global Customer Service at Munters Sae Kwon, VP of Customer Experience at Cisco Henrietta Haavisto, Head of Service Transformation Change Management at KONE Tim Baines of Aston’s Advanced

en

00:05:06

Spreading Holiday Cheer

UNSCRIPTED ·

2020/12/23

In honor of the Christmas holiday, Sarah features two very special guests on this week’s podcast – her sons Evan (5) and Ellis (4).

en

00:49:58

Schneider Electric on The Move to Delivering Outcomes

UNSCRIPTED ·

2020/12/16

Jerome Soltani, Sr. VP of U.S. Services and Alex Gershman, Director of Strategy, Services and Solutions both at Schneider Electric join Sarah to discuss the inflection point service is at, the excitement that holds, and the challenges organizations face in bringing outcomes-based service potential to fruition.

en

00:49:17

Tim Baines of Aston Business School’s 2021...

UNSCRIPTED ·

2020/12/09

Sarah welcomes back Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group to share his insight on what businesses can expect as it relates to the Servitization journey in 2021.

en

00:41:54

Breaking Away from Break-Fix Service

UNSCRIPTED ·

2020/12/02

Sarah talks with Brad Resler, President and COO of Brady Services and Roger O’Connor, EVP of Aftermarket Operations at Gosiger about the migration to more proactive and outcomes-based service.

en

00:12:53

Leadership Lessons of 2020

UNSCRIPTED ·

2020/11/25

In this week’s mashup, we revisit some of the lessons guests have learned leading in such a tumultuous year as 2020.

en

00:48:32

4 Keys to Recruiting Success at Tetra Pak (And How...

UNSCRIPTED ·

2020/11/18

Bonnie Anderson, Global Manager of Talent Acquisition and Future Talent at Tetra Pak shares insight with Sarah on how the service world needs to evolve hiring at the strategic and practical levels as well as discusses how COVID has changed the game when it comes to recruiting and hiring.

en

00:30:30

What’s Your Touchless Service Strategy?

UNSCRIPTED ·

2020/11/11

Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.

en

00:44:46

Making Mental Health a Focus in Service Leadership

UNSCRIPTED ·

2020/11/04

Linda Tucci, Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics, talks with Sarah about why – particularly this year – it is critical to make mental health a priority in service leadership and how she’s done so, for herself and her team.

en

00:33:28

ANDRITZ Shares Digital Transformation Lessons Learned

UNSCRIPTED ·

2020/10/28

Klaus Glatz, Chief Digital Officer at ANDRITZ, talks with Sarah about customer needs driving digital transformation and service evolution as well as shares his biggest digital transformation lessons learned.

en

00:44:09

Adapting to New Customer Demands

UNSCRIPTED ·

2020/10/21

Reeve Bunn, President, DSL; Mark Rentschler, Director of Customer Support, Makino; and Rudy Goedhart, Sr. Director of Business Intelligence, Spencer Technologies talk with Sarah about how COVID-19 has changed their customers’ needs and expectations and in what ways their businesses have adapted.

en

00:35:01

The “Secret Sauce” of Southwest Airlines

UNSCRIPTED ·

2020/10/14

Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.

en

00:52:06

Women in Service: Leading Through Change

UNSCRIPTED ·

2020/10/07

Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya Lacore of Southwest Airlines, and Cindy Etherington of Dell about how they are leading through this time of immense change.

en

00:32:39

7 Keys to Software Upgrade Success

UNSCRIPTED ·

2020/09/30

Katie Hunt, Service Operations Leader at APi Group, shares with Sarah insights gleaned and lessons learned during the company’s recent field service software upgrade.

en

01:01:26

3 Themes Driving the Future of Service

UNSCRIPTED ·

2020/09/23

Sarah shares a recent keynote she delivered for Aston Business School’s World Servitization Convention, which includes her presentation of three key themes she feels have surfaced as a result of COVID and will impact the future of service across industries as well as a discussion with Larry Blue, CEO of Bell and Howell; Kevin Starr, Global Program Manager, Advanced Services at ABB; and Robin Butler, Group Field Service Director at WaterLogic about how these themes have presented in their companies

en

00:49:22

Cisco Adapts to CX Trends

UNSCRIPTED ·

2020/09/16

Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.

en

357 results

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