Future of Field Service

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 digital approach, why data and transparency are essential for performance-based service models, and how digital transformation helps service organizations move from reacting to problems to predicting and preventing them.He explains:▪️How digitalization helps shift from selling equipment to delivering service outcomes▪️Why data is the foundation for asset performance management and servitization▪️How MAKEEN Energy builds a complete “picture of the moment” for customer assets▪️Why transparency strengthens customer trust and long-term service relationships▪️How one service visit can demonstrate measurable impact and drive contract growth▪️How digital tools remove friction from frontline work and improve technician experience▪️Why modernizing field roles is essential for attracting the next generation of talent▪️Why listening to frontline teams is critical for successful change management00:00 Intro00:55 Meet Rui Melo Ferrera at MAKEEN Energy02:15 From Fragmented Tools to One Unified Platform05:25 Why Portugal Became a Benchmark for Digital Transformation06:44 Building a Complete Picture of Customer Assets10:47 When Data Becomes Non-Negotiable12:14 The Future of Predictive Asset Intelligence14:40 How Digitalization Enables Servitization17:53 The Shift Toward Performance-Based Contracts19:25 Using Transparency as a Competitive Advantage21:49 Demonstrating Impact and Building Long-Term Partnerships25:55 Removing Friction From Frontline Work30:04 Modernizing Field Roles to Attract Talent32:05 Change Management Lessons: Listen, Personalize, Support36:40 Key Takeaways and Final ThoughtsFollow Berend Booms on LinkedIn: https://www.linkedin.com/in/berendbooms/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assetsLearn more about Assets UNSCRIPTED: https://www.futureofassets.com/Learn more about the UNSCRIPTED podcasts: https://www.futureoffieldservice.com/podcast/

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 how releasing ego, overcoming fear, and challenging what you've normalized can unlock real, lasting transformation.He explains:▪️Why competing with others limits your growth—and how to focus on your true capacity▪️How ego shows up as “looking good vs being good” in leadership▪️Why fear doesn't stop action—but stops boldness and authenticity▪️The concept of “perception prison” and how it silently holds people back▪️The two hidden blockers of performance: shame and unforgiveness▪️Why releasing disappointment is a daily decision—not a feeling▪️The 4-step practice to stay grounded and lead with an open heart▪️How “normalize, rationalize, actualize” shapes your results and long-term successFollow along:00:00 Intro01:20 From the Caribbean to Transformational Leadership12:00 Stop Competing Against Others, Compete Against Yourself18:46 Fire Your Representative: Lead With Authentic Confidence26:03 Fear Doesn't Stop Action—It Stops Boldness35:47 The Decision Precedes Ability: Releasing Disappointment45:33 The Power of Perspective Over Perception49:44 Seven Minutes of Solitude: Open Hands, Open Heart52:45 Challenge Your Norms: What You Normalize, You Actualize56:00 Key Takeaways & Final ThoughtsFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets/Learn more about the UNSCRIPTED podcast: https://futureoffieldservice.com/podcast/

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 in the field, he now leads a team of service professionals while mentoring the next generation of technicians.In this conversation, he explains:▪️Why transitioning from technician to leader requires emotional intelligence▪️How individualized communication builds trust with service technicians▪️What younger vs experienced frontline workers really want from leadership▪️Why refusing to live with “what ifs” can fuel long-term career growth▪️How frontline work combines hands-on skills with complex problem solving▪️Why senior leaders need to get into the field and listen to frontline voices▪️How AI and technology are becoming tools that make technicians more effective▪️Why continuous learning is essential in skilled trades careers00:00 Intro00:02 From Dirt Bikes to HVAC: Finding Your Calling00:06 Why Variety and Problem-Solving Drive Frontline Satisfaction00:10 The Hardest Part of Leadership: Managing Nine Different Personalities00:12 Master Emotional Intelligence to Shift from Technician to Leader00:18 Why Leadership Must Be Individualized00:21 Why Not Shoot for the Moon? Setting Goals and Refusing to Quit00:26 Turning Setbacks Into Fuel by Rejecting “What-If” Thinking00:30 Generational Differences in Frontline Teams00:35 Company Culture That Builds Stronger Teams00:37 AI and Technology in Skilled Trades00:40 Why Data Centers Are Creating More HVAC Work00:47 Closing the Gap Between Executives and the Field00:50 Building Trust and Loyalty Through Leadership00:52 Why Learning Never Stops in the Trades00:53 Final Thoughts: Shoot for the Moon, One Day at a Time

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 to thriving. She is also the coauthor of Love Notes, a collection of reflections and insights about what gives our lives meaning: love.She explains:Why self-care isn't selfish and makes you a better leaderThe “Give to Gain” paradox and why prioritising yourself benefits othersWhy consistency beats intensity when building habitsHow noticing “glimmers” can shift your mindset and wellbeingThe Kaizen approach to creating meaningful change through small stepsWhy leaders should focus on what they can control during uncertaintyHow vulnerability and honesty build stronger teamsWhy perspective shapes how people respond to changeThe leadership power of saying “I'll go first”Why celebrating progress matters more than chasing perfectionFollow along:00:00 Intro01:00 Meet Hannah Knowles and the Art of Brilliance mission04:00 Why self-care shouldn't feel selfish07:30 Consistency beats intensity when building habits10:45 Why women often struggle to prioritise themselves15:10 The concept of “glimmers” and finding everyday joy19:30 The Kaizen mindset and the power of small steps24:30 Eat, move, sleep, relationships — the foundations of wellbeing29:00 Why perspective shapes how we respond to change34:20 Leading through uncertainty and supporting teams39:30 Why vulnerability is a leadership strength45:00 The “I'll go first” leadership mindset50:30 Celebrating progress instead of perfectionFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service/Learn more about the UNSCRIPTED podcast:https://futureoffieldservice.com

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 optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.In this conversation, you'll learn:• How Tetra Pak evolved from a la carte services to outcome-based partnerships• Why service growth should be anchored in customer value realization, not revenue targets• The connection between employee experience, service quality, and long-term retention• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation• What organizations must do to move beyond the “2%” of outcome-based service offerings• Why workforce shortages, travel reduction, and knowledge management can become strategic advantagesSasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.If you're navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.Because in the end, as Sasha puts it:“You sell equipment once. Customers come back for the service experience.”

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 real reason your best technician might fail as a leader, this conversation dives deep into the hidden financial and cultural impact of communication, empathy, accountability, and leadership development.If you lead in field service, skilled trades, manufacturing, or frontline operations, this episode is packed with practical, implementable insights.

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 post-sale function, this episode delivers actionable insights you can apply immediately.

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 optional but foundational to staying in control, and how deliberately balancing performance, cost, and risk over time is what ultimately creates resilient operations. Markus shares a pragmatic view on the realities of data and AI in assetmanagement, the role of operational readiness in preventing value erosion between projects and operations, and why transparency, clear ownership of assumptions, and cross-functional alignment matter more than tools or certifications.For leaders navigating short-term pressures, long assetlifespans, and growing volatility, this conversation offers a grounded, experience-based perspective on resilience as a strategy-not by trying to predict the future, but by staying in control and being prepared for it.

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 while maintaining alignment with global standards. Whether you're navigating the complexities of international leadership or looking to elevate your team's impact on the world stage, this conversation is packed with actionable insights to help you lead with cultural intelligence and authenticity.

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 is packed with hard-won wisdom on trust, mutual respect, and what it really takes to lead today. 

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 is packed with hard-won wisdom on trust, mutual respect, and what it really takes to lead today. 

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 so can significantly improve change management.

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. 

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.

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

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

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. 

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 conversation is packed with candid insights on bridging the gap between CX intent and execution.

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 foundational shifts required to translate commercial excellence into competitive edge.

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.

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 command-and-control leadership is fundamentally incompatible with the innovation and loyalty leaders claim to want and Zach sheds light on what actually works.

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 leader seeking to cultivate a more conscious approach to success, this conversation offers practical wisdom on balancing achievement with fulfillment in today's demanding business landscape.

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 protecting your time, driving innovation, and creating meaningful change.

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.

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 innovation, this honest conversation delivers valuable insights for service leaders looking to build more authentic and effective organizations. Tune in to discover why letting go of the "always-knows-best" mindset might be your key to stronger team relationships and better business outcomes. If you missed part one of this two-part episode, check out Episode 329.

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 nominations to select this year's Stand Out 50, observations around the importance of recognizing service leaders, and a message for this year's recipients.

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 prioritizes humanity, balance, and genuine connection.

In this episode of UNSCRIPTED, host Sarah Nicastrosits down with Carrie Toth, VP of Customer Experience at Generac Power Systems, to explore five essential best practices for securing service investments. From assessing organizational dynamics and building relevance to smart storytelling and maintaining agility, this conversation delivers practical strategies for service leaders looking to drive transformation.

In this episode of UNSCRIPTED, host Sarah Nicastro shares key insights from the Service Council Symposium in Chicago, exploring trends shaping the future of service. From embedding AI in service lifecycles to extending asset lifespans, Sarah unpacks critical discussions on purpose-driven leadership, the evolving role of frontline workers, and the intersection of technology with human-centric service delivery.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Sacha Thompson, founder and CEO of The Equity Equation, to explore why psychological safety matters more than ever in today's workplace. From building trust and fostering open communication to creating truly inclusive environments, this conversation unpacks the essential components of psychological safety and its impact on innovation, talent retention, and organizational success.

In this episode of UNSCRIPTED, Sarah Nicastro talks with Kate Glantz, CEO and co-founder of Move Over Bob, to explore her mission to revolutionize the trades through innovative media. Learn how this groundbreaking initiative is filling a crucial gap when it comes to working to diversify the trades with its fresh approach, engaging content that stands out, and focus on both informing and empowering young women.

In this episode of UNSCRIPTED, Sarah Nicastro speaks withPatrycja Sobera, SVP and GM of Digital Workplace Solutions at Unisys, about how organizations can differentiate through experience management. Discover how Unisys has transformed service delivery through their Experience Management Office, evolved from traditional SLAs to experience-focused metrics, and is delivering powerful experiences using a combination of proactive automation and human touch. Patrycja also shares candid insights on addressing the aging workforce challenge in field service, fostering workplace diversity in tech, and achieving career success while balancing motherhood.

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire & Safety CEO Gyner Ozgul dive deep into five truths about the business realities most leaders encounter but few are willing to share out loud. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Mark Florio, Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, to explore 10 success factors for complex global service operations. From centering around customers and building service as a business to managing internal relationships and maintaining team motivation, Mark shares invaluable insights drawn from decades of medical device industry experience. 

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten van der Merwe SVP, Head of Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration and discover the strategic steps TOMRA is taking to achieve their goal of 100% remote service by 2035.

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, about implementing lean principles in service operations and the company's journey from a product-focused organization to a service-led business.

In this episode of UNSCRIPTED, host Sarah Nicastro speakswith Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Venkata Reddy Mukku, VP of Worldwide Service and Support at Bruker Nano Surfaces & Metrology, to explore leadership evolution in the AI era. Learn why focusing on people becomes even more crucial as technology democratizes knowledge, how professional coaching skills can transform team dynamics, and practical strategies for creating psychological safety. 

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Amir Pasdar, Senior Manager for Intelligent Connected Solutions at Henny Penny and Intelligent Equipment Connected Solutions Leader at the North American Association of Food Equipment Manufacturers (NAFEM), to explore the evolution from IoT to GenAI and beyond. Join them as they discuss how to unlock the true potential of connected solutions, navigate organizational readiness for AI implementation, and combine connected data with service history for maximum impact. Tune in to discover why efficiency gains are just the beginning of what's possible with today's emerging technologies.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.If you missed Part One of this discussion, be sure to listenas we cover: · Intro: Experience Level Agreements - The MissingMetric?· Evolution from Service to Experience Economy · Common Misconceptions About ExperienceManagement· The Core Elements of Experience Level AgreementsPart Two includes:· The Core Elements of Experience Level Agreements(continued)· Leadership Challenges in the Experience Economy· Productivity vs Efficiency: A CriticalDistinction· The Starbucks Story: When Optimization GoesWrong· AI's Role in Enhancing Human Experiences· Building Ecosystems in the Experience Economy · The Camelot Experience: Lessons in TeamAlignment· Closing Thoughts & Looking Ahead

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week's Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical perspectives from industry leaders at TOMRA North America and Tampa Electric.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave (Cob) Mencarini, Program Manager for Remote Service at Ecolab, to explore how organizations can revolutionize their service delivery through remote capabilities. Drawing from his experience transitioning from a 26-year Navy submarine career to leading Ecolab's global remote assist program, Cob shares insights on achieving 20% higher first-time fix rates, driving customer satisfaction, and successfully managing change resistance.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, to explore the company's comprehensive service overhaul. Learn how Alcon partnered with Disney to refresh its take on the customer experience, built a foundation for global standardization, and is now leveraging generative AI to take service delivery to the next level. This conversation offers practical insights on managing change, engaging employees, and creating lasting business impact across a global organization.

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring individuals who are transforming the service landscape. Tune in to hear about the distinguished judging panel and important dates for this important opportunity to recognize service leaders.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veteran hiring programs, this conversation offers practical insights. Tune in to discover why professional candor, clear expectations, and authentic leadership are crucial for success in today's business landscape.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced environment, this conversation offers practical insights on putting yourself first to better serve your team and organization.

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

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.

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.

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!