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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

00:50:40

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,

en

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

00:22:03

Best Practices of Stand Out Service Leaders

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2024/12/04

In this episode of Unscripted, Sarah Nicastro, the creator of Future of Field Service and VP of Customer Engagement at IFS, reflects on the Stand Out Service Trends Report, sharing actionable insights from some of the most innovative leaders in the service industry. Drawing on her extensive expertise and years of observing the evolution of field service, Sarah explores best practices in hiring, employee engagement, change management, and technology prioritization.Sarah's career began unexpectedly

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00:27:17

The Impact and Importance of Strong Service Leadership

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2024/11/27

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dot Mynahan, who currently serves as the Senior Director of Safety and Workforce for the National Elevator Industry and formerly spent more than 30 years with Otis Elevator, and John Carroll, CEO of the Service Council. This session was recorded live at IFS Unleashed after announcing the Future of Field Service Stand Out 50 Leadership Awards, for which Dot and John served as judges. Dot, John, and Sarah discuss why recognizing

en

00:53:59

Are You Overlooking the Importance and Impact of...

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2024/11/20

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Tristan Lavender, Neurodiversity Speaker, Founder and Chair of the Philips Neurodiversity Network (Employee Resource Group), Senior Content Strategist, Writer, and Editor at Philips Communications Center of Excellence, for an open and honest conversation about navigating work life with a neurodivergence and why/how companies could benefit from giving this area of diversity more thought and action.As a neurodiversity advocate

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00:34:47

Proximus Shares Its Facets of Field Service Excellence

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2024/11/13

In a session recorded live at IFS Unleashed, Steven Van Eyck, Center of Excellence Lead for Field Service at Proximus, joins Sarah Nicastro to discuss how to define “excellence” in the arena of field service today and what Proximus is focused on in creating it.Steven is leading a Center of Excellence that caters to the Field Service Management activities for Proximus' Customer Operations Business Unit. The Center serves as the primary link between the operational field teams, the Proximus IT

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00:18:51

Highlights from Field Service Europe 2024

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2024/11/06

In this episode of the Unscripted Podcast, host Sarah Nicastro Sarah shares what stood out to her from last week’s Field Service Europe event in Amsterdam. She discusses how industry leaders like Yasir Sheikh advocate for a shift from traditional service models to proactive, value-driven strategies, the role of change management in technology adoption, the interconnectedness of employee engagement, and how digitalization is reshaping customer interactions.If you enjoyed this episode, make sure to

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00:40:01

Exploring the Role of Coalitions in the Advanced...

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2024/10/30

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dr. Kawal Kapoor, Research Manager at the Advanced Services Group of Aston Business School, and Sandra Benbow, Senior Industrial Fellow and Servitization Mentor, for a discussion based on both their research and hands-on work with firms, about how coalitions play a valuable role in the Servitization journey.Kawal oversees research for the Advanced Services Partnership, focusing on publishing in top peer-reviewed journals and

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00:41:27

Coca-Cola: Honoring a Legacy Without Leaning Too Much...

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2024/10/23

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Michael Galon, Director of North America Service Operations at The Coca-Cola Company, for a conversation about honoring Coca-Cola's rich legacy and embracing innovation in a fast-paced market, as well as staffing challenges, AI, and maintaining service excellence. Michae is responsible for overall equipment services strategy at Coca-Cola, including installation, repair and project execution for the foodservice and on-premise

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00:14:19

Announcing the Future of Field Service Stand Out 50...

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2024/10/16

In this episode of the Unscripted podcast, host Sarah Nicastro reveals the 33rd edition of the Future of Field Service Standout 50 Leaders, celebrating exceptional service leaders who drive innovation and customer-centric strategies in the industry. Sarah highlights the evolving service delivery landscape and the crucial and often behind-the-scenes roles these leaders play in motivating teams and navigating modern business challenges. With insights from a panel of industry experts, she discusses

en

00:45:29

Leadership Principles to Create Impact in Today’s...

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2024/10/09

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes back Roy Dockery, Author of The Art of Leading, for a discussion filmed at Future of Field Service Live in Stockholm on what leadership traits do (and don’t) create impact. Since this discussion, Roy has also taken the role of the Director of Field Service Research at TSIA. Roy stands out as a transformative leader in the service sector, keynote speaker, and creator of an innovative leadership model based on truth, love, and

en

00:31:49

Before the Next Initiative, Ask Yourself: Are You...

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2024/10/02

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ben Williams, Director of Service Operations for Americas at 3D Systems, for a conversation around his advice to “be brilliant on the basics,” how that differs from the idea of mastering the basics, and what basics in service demand regular attention.Passionate about service and additive manufacturing, Ben helps companies harness technology to drive innovation, growth, and customer satisfaction. With vast experience in

en

366 results

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