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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

00:24:00

Adapting to the Evolution of Service

UNSCRIPTED ·

2020/02/05

Sarah talks with Urban Hofstrom, Director - Accenture Products at Accenture Responsible for the Industry X.0 Service Practice, about how the pace of change in service is only increasing and what companies can do to adapt and succeed.

en

00:25:46

An Overlooked Aspect of Customer Engagement

UNSCRIPTED ·

2020/01/29

Sarah talks with Linda Formichelli, Founder and Creative Director of Hero’s Journey Content for some practical tips on how best to engage with your customers and prospects using content marketing.

en

00:28:57

Driving Diversity in Field Service

UNSCRIPTED ·

2020/01/21

Sarah is joined by Sara Gleave, IT Project Manager at Morris Jenkins to discuss the company’s successful approach to creating greater diversity among its workforce.

en

00:28:54

Success Criteria for Digital Service Transformation

UNSCRIPTED ·

2020/01/15

Hilbrand Rustema, Founder and Managing Director of Noventum Service Management shares with Sarah his observations based on work with hundreds of clients of what it takes to achieve true digital service transformation.

en

00:17:00

Live From Field Service Europe: Cubic's 3 Pillars of...

UNSCRIPTED ·

2020/01/08

Sarah shared the main stage at Field Service Europe with Mike Gosling, IT Service Platforms Manager at Cubic Transportation Systems. Mike shared how he helped shape Cubic's service business to overcome today's challenges and deliver exceptional outcomes to their customers.

en

00:27:40

Podcast Roundup: Top Ten from 2019

UNSCRIPTED ·

2020/01/01

Let's kick off 2020 with a look back at some of the best conversations, advice, and stories from the previous year. Happy New Year!

en

00:01:45

Happy Holidays from the Future of Field Service!

UNSCRIPTED ·

2019/12/25

No Podcast this week, but Sarah's here with some warm Christmas wishes for you and your family. We can't wait to share more stories from the field with you in 2020!

en

00:36:45

Live From Field Service Europe: Today’s Power and...

UNSCRIPTED ·

2019/12/18

Last week, Sarah led a fascinating panel at Field Service Europe on the power and potential of machine learning and predictive maintenance. She was joined by Henrietta Haavisto, Rajat Kakar, Norbert Kamberg, and Michael Gosling, who shared their insights, successes, and plans for future development.

en

00:24:58

Beyond Customer Satisfaction to Customer Bliss

UNSCRIPTED ·

2019/12/11

Sarah chats with Jeanne Bliss, Founder and CEO of Customer Bliss and Author of four CX-related books for some tactical advice on what it takes in today’s competitive landscape to truly set yourself apart with your customers.

en

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

366 results

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