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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

00:23:21

How Customer Needs Are Shaping The Technician of The...

UNSCRIPTED ·

2019/12/04

Tables are turned in this replay of an interview Sarah recently participated in for the Preparing Technicians for The Future of Work podcast.

en

00:25:28

Arrow Tackles Change Management Head On

UNSCRIPTED ·

2019/11/27

Mickey Thomas, Vice President of Customer Care and Inside Sales at Arrow Exterminators, shares with Sarah how the company has conquered a major PestPac upgrade by focusing heavily on change management.

en

00:26:32

The Field Technician of The Future

UNSCRIPTED ·

2019/11/20

Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.

en

00:36:09

Baker Hughes’ Digital Transformation Journey

UNSCRIPTED ·

2019/11/13

Carlos Gomez, Regional Services Director for North America at Digital Solutions, a division of Baker Hughes, joins Sarah to discuss the company’s goals, wins, challenges, and lessons learned on its digital transformation journey.

en

00:35:18

Embracing Customer-Driven Disruption

UNSCRIPTED ·

2019/11/06

Suman Sarkar, international consultant and author of the new book Customer-Driven Disruption, joins Sarah to discuss some of the barriers holding companies back from attaining true customer-centricity.

en

00:23:52

Managing a Mature Service Organization

UNSCRIPTED ·

2019/10/30

David Douglas, VP of Service Management at Scientific Games, talks with Sarah about how to focus on continuous improvement and innovation in a mature service organization.

en

00:30:30

Preparing for The World of Digital Service

UNSCRIPTED ·

2019/10/23

Jon Barr, Head of IT Americas at KONE talks with Sarah about how themes like agility, culture, AI and ML, and collaboration play an important role for any company looking to seize the opportunity of digital services.

en

00:34:31

Keeping Field Service Human, Personal, and Compassionate

UNSCRIPTED ·

2019/10/16

Erica Brister, President and CEO of U.S. Pest Protection, Inc. talks with Sarah about how she took on the family business and made it her own.

en

00:45:58

LIVE from Boston: The Journeys of Female Field...

UNSCRIPTED ·

2019/10/09

Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female leaders in service.

en

00:30:28

What To Do When CX Goes Wrong

UNSCRIPTED ·

2019/10/02

Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.

en

00:20:35

Creating Alignment Between Field Service & IT

UNSCRIPTED ·

2019/09/25

More from Chicago, as Sarah sits down with Charles Hughes, VP of Technical Site Services at Acuative, Tim Spencer, SVP and General Manager of Service Operations for Bunn, and John Barr, Head of IT in Americas for Kone. The panel shares their experiences on where IT and Service Management meet.

en

00:26:54

LIVE From Chicago: Creating the Future Workforce

UNSCRIPTED ·

2019/09/18

Onstage at The Service Council Field Service Symposium, Sarah is joined by Stephanie Borowski, President & CEO of GPS Educational Partners, Eric Reisner, Vice President & General Manager of Hobart Service, Maria Pallotta, Chief of Staff, Canopy Lawn Care, and Roy Dockery, Vice President of Customer Care, Swisslog Healthcare. The group shares their insight, experiences, and recommendations for finding, recruiting, and retaining service superstars.

en

00:33:29

From Behemoth to Startup: Lessons Learned in Field...

UNSCRIPTED ·

2019/09/11

Hector Pascal, formerly with Coca-Cola and now with startup Bevi, chats with Sarah about the similarities and differences in how to achieve field service excellence in a large organization versus a startup.

en

00:28:03

Service Growth in a Mature Market

UNSCRIPTED ·

2019/09/04

Greg Parker, Director of Services at Thermo King, caught up with Sarah at Field Service Amelia Island to share his industry wisdom and give tips for growing in a mature market.

en

00:39:03

Man Vs. Machine: Will AI Replace Field Technicians?

UNSCRIPTED ·

2019/08/28

Paul Joesbury, Commercial Operations Director at Homeserve, chats with Sarah about how he sees the technician role evolving as AI use grows and matures.

en

00:33:34

Women in Field Service LIVE from Amelia Island

UNSCRIPTED ·

2019/08/21

Live from Field Service Amelia Island 2019, Sarah talks with Sarah Wright of ResMed, Maria Pallotta of Canopy Lawn Care, and Dr. Marlene Kolodziej of Northwell Health about creating intentional diversity and what the future of field service holds for women.

en

00:35:15

Survive or Thrive: Charting Your Path to Field...

UNSCRIPTED ·

2019/08/14

Alastair Clifford-Jones, CEO of Leadent Solutions, joins Sarah to talk through his company’s Service Maturity Model and to give tips on how to get your organization where it needs to be to thrive.

en

00:35:12

Embracing The Experience Economy

UNSCRIPTED ·

2019/08/07

Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).

en

00:45:35

Harnessing The Power of Today’s Most Valuable...

UNSCRIPTED ·

2019/07/31

Rudy Goedhart, BI Director at Spencer Technologies, gives some tactical advice for how to make use of your data in a way that will not only improve operational efficiencies but also delight your customers.

en

00:25:38

Is NPS Overrated?

UNSCRIPTED ·

2019/07/24

Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service: https://www.futureoffieldservice.com/2018/12/07/turning-customer-experience-talk-into-action/

en

357 results

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