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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

00:48:00

Resilience is the Strategy

UNSCRIPTED ·

2026/02/12

Sometimes maximizing asset value is less about short-term optimization and more about building resilience over decades. In this episode of Assets UNSCRIPTED, host Berend Booms speaks with Markus Göring, Director of Asset Value Controlling at Vattenfall, about why resilience has become astrategic priority for asset-intensive organizations operating in an increasingly uncertain world.They explore where organizations most commonly lose assetvalue across the lifecycle, why risk-based maintenance is not

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00:48:30

Lessons Learned from a Regional Leader Driving Impact...

UNSCRIPTED ·

2026/02/11

Leading multiple countries across Asia Pacific requires far more than operational excellence—it demands deep cultural understanding, intentional relationship-building, and the strategic ability to represent your region within a global enterprise. In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Madhu Oza, Director of Global Technical and Service Excellence for APAC at Abbott Laboratories, to explore what it takes to build trust, bridge cultural divides, and amplify regional impact

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00:42:02

The Constructive Contrarian: How Questioning...

UNSCRIPTED ·

2026/02/04

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams across generations, or struggling with the shift from command-and control management, this conversation

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00:46:46

The Constructive Contrarian: How Questioning...

UNSCRIPTED ·

2026/01/28

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams across generations, or struggling with the shift from command-and-control management, this conversation

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00:48:59

How the Practice of “Painstorming” Improves Change...

UNSCRIPTED ·

2026/01/21

Host Sarah Nicastro welcomes Jeffrey Yip, Associate Professor of Management and Organizational Studies at Simon Fraser University, who teaches leadership in the Executive MBA and Management of Technology programs, conducts research that addresses managerial challenges in work relationships and leading change, and has contributed to resources like HBR and Psychology Today. Jeff shares the need for leaders to listen to organizational pain through a process called “painstorming” and explains how doing

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00:50:41

The Importance of Learning Oneself in Leadership

UNSCRIPTED ·

2026/01/14

What if the key to advancing your career was less about climbing the ladder and more about knowing yourself? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Stand Out 50 2025 leader Adam Gloss, Chief Operating Officer at Impel, to explore why self-awareness is your greatest leadership asset. The two discuss how to identify what truly drives you (and what doesn't) and the strategies to build a career aligned with your values—not just your ambitions.

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00:16:31

2026 Sneak Peek

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2026/01/07

In this episode of UNSCRIPTED, host Sarah Nicastro shares an exclusive sneak peek of what’s to come in 2026 – all initiatives designed to serve the evolving needs of those leading service-centric organizations.

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00:18:05

The Top 10 UNSCRIPTED Podcasts of 2025: Part 2

UNSCRIPTED ·

2025/12/31

In this special year-end episode, host Sarah Nicastro shares the Top 5 of the Top 10 episodes of 2025.

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00:16:54

The Top 10 UNSCRIPTED Podcasts of 2025: Part 1

UNSCRIPTED ·

2025/12/24

In this special episode, host Sarah Nicastro shares thefirst five of this year’s 10 most impactful podcast episodes.

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00:45:36

2025 Retrospective with Roy Dockery of TSIA

UNSCRIPTED ·

2025/12/17

In this episode of UNSCRIPTED, Sarah Nicastro and Roy Dockery, Sr. Director of Field Services Research at TSIA, reflect on their 2025 forecasts – from workforce flexibility and customer expectations to technology debt and AI adoption – and honestly assess where the field service industry delivered, where it fell short, and what leaders need to prioritize heading into 2026.

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00:50:19

CX Isn't a “Nice-to-Have” in Uncertain Times; It's a...

UNSCRIPTED ·

2025/12/10

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with award-winning CX expert Jeannie Walters to explore why customer experience isn't a nice-to-have (even in amid uncertainty). She sheds light on how to align your organization's mindset, strategy, and discipline around it, and explains why frontline employees remain a largely untapped resource. Whether you're a service leader struggling to justify CX investments or an operational executive navigating budget pressures, this

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00:41:00

Commercial Excellence in Field Service: Assessing...

UNSCRIPTED ·

2025/12/03

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Dave Clement, Partner and Head of the New York office at Simon-Kucher, to unpack a joint global research project to explore the trends, challenges, and opportunities defining commercial potential within today's service landscape. Whether you're navigating digital transformation, rethinking your pricing strategy, or building a customer-centric growth model, this conversation sheds light on what the research reveals about the

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00:25:30

Industrial X Unleashed Highlights

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2025/11/19

In this episode of UNSCRIPTED, host Sarah Nicastro shares highlights from IFS's Industrial x Unleashed event last week in New York, exploring why industrial AI requires a fundamentally different approach than consumer-grade tools, how leading organizations like Kodiak Gas are driving real value through agentic AI, and critical considerations for making AI solutions usable and meaningful in mission-critical operations.

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00:59:48

Authoritarian Leadership is Out: Why (and How) to...

UNSCRIPTED ·

2025/11/12

What if the secret to sustainable performance and genuine employee engagement wasn't another program or initiative, but something far simpler—and infinitely more powerful? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Zach Mercurio, researcher with a Ph.D. in organizational learning, performance, and change; leadership development facilitator specializing in purposeful leadership, mattering, and meaningful work; and author of The Power of Mattering. They explore why

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00:35:09

Why Modern Leadership Demands More Self-Reflection...

UNSCRIPTED ·

2025/11/05

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Erin Coupe, former Wall Street executive turned leadership expert, to explore why modern leadership demands greater self-reflection and how to achieve it without burning out. Erin shares powerful insights on transforming routines into meaningful rituals, building authentic leadership practices, and creating sustainable success without sacrificing personal wellbeing. Whether you're a high-achieving executive feeling stretched thin or a

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00:38:51

The Intentional Leader: Mastering Presence,...

UNSCRIPTED ·

2025/10/29

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Eduardo Bonefont, former worldwide VP of Technical Services at BD, to explore the art of intentional leadership. Eduardo shares profound insights on mastering presence, maintaining emotional consistency, and leaving a lasting legacy through what he calls the "unfinished portfolio." Whether you're approaching retirement or seeking to maximize your leadership impact, this conversation offers practical strategies for

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00:11:59

This and That (Bits and Bobs)

UNSCRIPTED ·

2025/10/22

In a solo episode, UNSCRIPTED host Sarah Nicastro shares key updates following the announcement of the 2025 Standout 50 leaders, detailing new newsletter (re)launches, community initiatives, and upcoming research projects.

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00:45:42

The Untold Truths of Service Leadership: Part Two –...

UNSCRIPTED ·

2025/10/15

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Gyner Ozgul, CEO of Fortis Fire and Safety, dive deep into the personal side of service leadership, exploring five untold truths that shape modern leadership. From the critical importance of mental health awareness to the complexities of aging as a leader, they tackle topics rarely discussed in traditional business settings. Whether you're navigating vulnerability in leadership, managing conflict, or balancing experience with

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00:23:31

Stand Out 50 2025: The Judge’s Table

UNSCRIPTED ·

2025/10/08

Host of UNSCRIPTED Sarah Nicastro takes us behind the scenes of the Future of Field Service 2025 Stand Out 50 leadership awards two of this year’s judges: Ged Cranny, who retired earlier this year from his role as Senior Consultant with Konica Minolta's International Service Business after a 45-year career in field service and Roy Dockery, Sr. Director of Field Services Research at TSIA, Author, and also a former service leader himself. They share an inside look at the process of reviewing

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00:30:47

The High Performance Traits of Stand Out Leaders

UNSCRIPTED ·

2025/10/01

In this special episode of UNSCRIPTED, Sarah explores high-performance leadership with Jake, co-host of the acclaimed High Performance podcast and founder of The Whisper Group. From Dame Stephanie Shirley's groundbreaking legacy to insights on authentic leadership, they dive into why being yourself is crucial for sustained success, how optimism builds resilience, and why recovery is just as important as achievement. This conversation offers a fresh perspective on modern leadership that

en

356 results

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