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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

00:30:30

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

00:39:06

New Metrics for a New World of Service Delivery

UNSCRIPTED ·

2020/09/09

Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.

en

00:35:00

3 Pillars of Redefining Service Delivery

UNSCRIPTED ·

2020/09/02

Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.

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00:31:51

Peloton Invests in Field Service as a Strategic...

UNSCRIPTED ·

2020/08/26

Jamie Beck, VP of Field Operations at Peloton, joins Sarah to discuss the company’s perception of service as a strategic differentiator and how field operations is being used to deliver a first-class customer experience.

en

00:22:54

Evaluating Today’s Wearable Technology Options

UNSCRIPTED ·

2020/08/19

Sarah welcomes back to the podcast Roel Rentmeesters, Director of Global Customer Service at Munters, to discuss the company’s evaluation and addition of smart glasses to its merged-reality solution.

en

00:30:13

Sub-Zero On the Criticality of Effective Training for...

UNSCRIPTED ·

2020/08/12

Tyler Verri, Customer Service Manager - Training and Installation Strategy at Sub-Zero Group, Inc., talks with Sarah about the crucial role training plays in ensuring a positive customer experience – particularly as Sub-Zero relies on third-party providers for service.

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00:47:02

Tim Baines of Aston Business School on Advanced...

UNSCRIPTED ·

2020/08/05

Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey.

en

00:29:11

Darren Roos on the 2020 Gartner Magic Quadrant for...

UNSCRIPTED ·

2020/07/29

IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.

en

00:48:15

Mita Mallick of Unilever on Having Courageous...

UNSCRIPTED ·

2020/07/22

Mita Mallick, Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever, has an important discussion with Sarah about how to tackle courageous conversations on race, how to be an ally in both professional and personal settings, and how to foster greater diversity and inclusion.

en

00:23:25

Ricoh’s Centralized Services Strategy

UNSCRIPTED ·

2020/07/15

Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.

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00:41:46

5 Ways COVID Has Brought Clarity to Our Business

UNSCRIPTED ·

2020/07/08

Rodger Smelcer, Vice President/Owner of United Service Technologies discusses with Sarah five ways that COVID-19 has brought clarity to his business and what changes he’s made as a result.

en

00:42:20

A Real-World Look at What Slows Servitization Progress

UNSCRIPTED ·

2020/07/01

Greg Parker, who has 20+ years of experience with brands like Hussmann, Trane, and Thermo King, shares some real-world insight into some of the common challenges that slow Servitization progress within organizations.

en

366 results

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