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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

00:24:51

Field Service Palm Springs 2025: Event Highlights

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2025/04/30

Sarah shares an overview of session highlights as well as her personal observations of Field Service Palm Springs 2025.

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00:51:50

Using AI to Unlock Potential While Protecting the...

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2025/04/23

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Faisal Hoque, serial entrepreneur, business strategist, and bestselling author, to explore the delicate balance between AI advancement and human potential. From distinguishing consumer AI from enterprise initiatives to understanding the concept of regenerative leadership, this conversation tackles how organizations can harness AI's power while preserving what makes us uniquely human.

en

00:50:00

How Trends in Enterprise Asset Management Intersect...

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2025/04/16

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Berend Booms, Head of EAM Insights at IFS Ultimo, to explore the evolving landscape of Enterprise Asset Management and its critical role in service transformation. Berend and Sarah also discuss their mentee/mentor relationship as well as share honest insights about a topic they bond over: balancing professional ambitions with family life.

en

00:09:36

Future of Field Service: 2025 Events Update

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2025/04/09

In a brief solo episode, Sarah provides an update on Future of Field Service events for 2025 plus a sneak peek into a few other exciting things in the works!

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00:42:13

Bridging the Innovation Gap: From Ambition to...

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2025/04/02

Inthis episode of UNSCRIPTED, host Sarah Nicastro welcomes Amer Iqbal, a sought-afterspeaker who has spent the last 20 years leading innovation at some of theworld’s top companies including as the Head of Digital Transformation, APAC atMeta and Director of Digital Strategy & Innovation at Deloitte Digital.Amer joins Sarah to discuss some of the themes from his upcoming book, The 5Ways to Innovate.

en

00:53:08

An Inside Look at ACCO’s Strategic Big Bets to Win...

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2025/03/26

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Michael Potts, Executive Vice President at ACCO Engineered Systems, to explore strategic 'big bets' in talent acquisition and retention. From prioritizing cultural fit over quick hires, to embracing disruptive change and investing in emotional intelligence training, Michael shares how ACCO's $2B business is leading rather than following industry evolution. Whether you're struggling with recruitment challenges or

en

00:42:44

From Free Cars to Field Service: How Accidental...

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2025/03/19

In this heartfelt episode of UNSCRIPTED, host Sarah Nicastro sits down with Ged Cranny, Senior Consultant with Konica Minolta's International Service Business, as he reflects on his remarkable 45-year journey in field service on the cusp of retirement. From navigating the evolution of service from cost center to strategic advantage, to insights on balancing technological innovation with human connection, Ged shares candid perspectives on leadership, diversity, and the enduring importance of

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00:49:38

Communication Matters: Skills to Create Highly...

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2025/03/12

Sarah sits down with Jason Anthoine, a veteran of internal communications with 35 years of experience, to unpack the critical balance between high-tech and high-touch communication, discuss how to leverage internal influencers effectively, and reveal why many leaders unconsciously 'under-lead.'

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00:30:06

IWD 2025: The Future of Field Service Community...

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2025/03/05

Sarah shares what’s on the hearts and minds of the Future of Field Service community when it comes to International Women’s Day 2025 and its theme to #AccelerateAction.

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00:43:51

Breaking the Cycle of Toxic Leadership

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2025/02/26

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Rob Kalwarowsky, an executive coach, author, and TEDx speaker, to discuss breaking the cycle of toxic leadership. Together, they: Explore Rob's background in heavy industry and his firsthand experience with toxic workplace cultures Define six distinct types of destructive leadership, including arrogant/violent, abusive narcissist, ghost manager, messy boss, passive-aggressive, and passive egocentric Discuss how modern

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00:50:40

Are Shared Resources the Future of Service?

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2025/02/19

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dave Cole, Director of Energy Strategy at Sizewell C, to explore the innovative shared resources model implemented in the UK's nuclear services sector. Together, they:• Examine how Nuclear Services was created to address talent retention challenges and maximize resource utilization across multiple nuclear power licensees• Delve into the unique aspects of operating in a highly regulated nuclear environment, including the

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00:35:31

Balancing the Opportunity and Risk of Automating Service

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2025/02/12

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Arnaud Billard, Senior Director for Applications and Service for Europe at Cepheid. Together, they:• Explore the delicate balance between AI adoption and preserving human connection in service delivery, discussing how to navigate technology evolution while maintaining valuable customer relationships• Examine real-world examples of when automated service falls short, sharing personal experiences that highlight the critical need

en

00:36:57

WBR Weighs In on The State of AI in Field Service

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2025/02/05

In this episode of The Unscripted Podcast, host Sarah Nicastro is joined by Maureen Azzato, Portfolio Director for Manufacturing and Field Service Events at Worldwide Business Research (WBR), to discuss the current state of AI in field service. Drawing from WBR's recent research, they explore the industry's adoption trends, successful use cases, and common implementation challenges. Maureen shares insights on how early adopters are leveraging AI for operational efficiency, knowledge

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00:46:41

The Most Common EQ Missteps (And What Works Instead)

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2025/01/29

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Sara Mueller, an Emotional Intelligence (EQ) Keynote Speaker, Leadership Trainer, and Executive Coach, for a discussion around the misconceptions about EQ, the most common missteps across the four pillars of EQ, and what to do in each pillar that works.Sara has over 15 years of experience in the field. After transitioning from a successful career in the field service industry, Sarah dedicated herself to exploring EQ and

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00:42:38

Defining the Service Leader’s Duty Around the "Silver...

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2025/01/22

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Joern Lindstaedt, SVP for Global Customer Service at Rolls-Royce Power Systems, who was acknowledged as a Future of Field Service Stand Out 50 leader last year. Joern shares his views on what service leaders must do to navigate the looming silver tsunami.Joern has over 20 years of experience in customer and product support in aviation, transportation, and power generation. With a career that began in aviation as an airplane

en

00:48:40

How and Why Service Leaders Need to Evolve in 2025

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2025/01/15

As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leadership styles this year. Tabling thought-provoking ideas, the two discuss the many shifts that need to

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00:22:50

My 2025 Service (Non)Predictions

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2025/01/08

While host Sarah Nicastro doesn’t believe anyone can truly predict the future, in this episode of the Unscripted Podcast, she shares what she expects 2025 will bring based on interactions with the Future of Field Service community and featuring insights from the Stand Out Service Trends report.If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here:

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00:12:29

Top 10 of 2024 - Part Two

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2025/01/01

In the second half of this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. Sarah delves into conversations on neurodiversity, authenticity in leadership, mental health awareness, and more with Tristan Lavender, Roy Dockery, Tim Spencer, Marco Hugo Guiterrez, and Rob Stephenson.If you enjoyed this episode, make sure to subscribe,

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00:26:09

Top 10 of 2024 - Part One

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2024/12/18

In this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. From the challenges of servitization and the power of diversity in field service to leveraging AR and AI for modernization, Sarah highlights key lessons and favorite quotes from thought leaders like Dr. Kawal Kapoor, Daniel Trabel, Stuart Thompson, Dot Mynahan, and Teresa

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00:55:30

The Service Leadership Trifecta

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2024/12/11

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ryan Snellings, Founder and Coach at The Jobless Leader, who formerly held a variety of service and operations leadership roles at companies like Fresenius Kabi, Luminex Corporation, and Agena, to discuss three areas of focus for leaders who want to excel in service today.Ryan brings over 25 years of experience in service and operations leadership within the medical device industry. Having held significant roles at companies

en

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