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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

00:54:20

How Field Service Management Has Evolved & What Comes...

UNSCRIPTED ·

2026/03/25

David Alazraki is a Partner in PwC’s Field Service and Operations Practice, where he helps enterprise organizations modernize field service operations across asset-intensive industries. With nearly two decades of experience, he brings deep expertise in digital transformation, platform strategy, and operational excellence.In this episode of UNSCRIPTED, host Sarah Nicastro sits down with David to explore how field service management has evolved—from fragmented tools to connected platforms—and what

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00:37:28

How MAKEEN Energy Is Turning Asset Management Into...

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2026/03/19

MAKEEN Energy is a global engineering and technology company serving the energy sector in more than 100 countries. In this special two-host episode of Assets UNSCRIPTED, Berend Booms and Sarah Nicastro sit down with Rui Melo Ferrera, Corporate Maintenance & Asset Manager at MAKEEN Energy, to explore how digitalization is transforming asset management, field service, and service-led business growth.In this conversation, Rui shares how MAKEEN Energy moved from fragmented tools to a more unified

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00:53:23

Successful Transformation Starts Inside: Leadership...

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2026/03/18

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn’t external—but internal—and

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00:53:45

Why Not Shoot for the Moon? Frontline Leadership...

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2026/03/16

What does it really take to lead a high-performing frontline service team?In the first episode of Frontline Unscripted, host Sarah Nicastro sits down with Phil Manchester, Service Team Lead at Airtight Facilities, to explore the transition from technician to leader, why frontline voices matter, and how ambitious goals can transform both individuals and teams.Phil Manchester has over a decade of hands-on experience in HVAC systems and facilities management. After starting his career as a technician

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00:59:22

IWD 2026: A ‘Love Note’ for Women Across the World

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2026/03/11

Self-care isn’t selfish. Leadership expert Hannah Knowles explains why taking care of yourself first might be the most powerful leadership decision you can make.In this International Women’s Day episode of UNSCRIPTED, Hannah Knowles joins host Sarah Nicastro to discuss self-care, women in leadership, resilience, and navigating change in today’s workplace.Hannah Knowles is a keynote speaker at Art of Brilliance, a wellbeing training company focused on helping individuals and teams move from surviving

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00:47:51

Tetra Pak’s Approach to Service Growth

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2026/03/04

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.While 85% of service leaders say they are

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00:54:08

Human ROI: How Soft Skills Drive Hard Results

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2026/02/25

What if the difference between good and great in your organization came down to one overlooked factor?In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to unpack why soft skills drive hard results and how failing to invest in them could be costing you far more than you realize.From a 250% ROI on soft skills training (backed by research from Harvard, Boston University, and the University of Michigan) to the

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00:44:52

QuidelOrtho’s 6 Keys to Positioning Service as a...

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2026/02/18

In Episode 354 of UNSCRIPTED, we explore how QuidelOrtho transformed field service from a cost center into a strategic business differentiator. Matt Tice, VP of Global Services, shares six practical strategies for driving customer retention, gaining executive leadership buy-in, aligning KPIs with customer expectations, strengthening frontline leadership, and leveraging AI to elevate the customer experience.If you’re a service leader looking to reposition service as a growth engine, not just a

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00:48:00

Resilience is the Strategy

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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...

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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...

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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

en

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

en

00:48:59

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

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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

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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

en

364 results

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