Future of Field Service

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During my ten years in the media covering the service space, I found myself writing content all the while thinking that the conversations I was having held so much power beyond what I could capture in writing. With the Future of Field Service podcast, we aim to bring those conversations to life so t…

Future of Field Service


    • May 28, 2025 LATEST EPISODE
    • weekly NEW EPISODES
    • 36m AVG DURATION
    • 320 EPISODES

    Ivy Insights

    The Future of Field Service podcast is a valuable resource for anyone new to the field service industry or looking to stay up-to-date on the latest trends and challenges. Hosted by Sarah Nicastro, this podcast features inspiring service leaders who share critical lessons they have learned as they take their field service teams to the next level. With each episode, listeners can glean valuable insights and gain new perspectives that can help drive their own businesses forward.

    One of the best aspects of The Future of Field Service podcast is the wealth of knowledge and experience shared by the guests. Each episode features interviews with top professionals in the field service industry who offer practical advice, innovative ideas, and real-world examples of successful strategies. Listening to these conversations can spark new ideas and provide actionable takeaways that listeners can apply to their own businesses. Whether you are a small business owner or part of a large company, there is something for everyone in this podcast.

    Another great aspect of this podcast is Sarah's interviewing skills. She has a knack for asking insightful questions and drawing out valuable information from her guests. Her genuine curiosity and enthusiasm make each episode engaging and enjoyable to listen to. It feels like being a part of a conversation with experts in the field, where you can pick their brains and learn from their experiences.

    While there haven't been many criticisms about The Future of Field Service podcast, one potential downside is that it may be more focused on larger companies or those in specific industries. However, Sarah does a good job of bringing diverse perspectives and covering various topics within the field service industry, so there is still plenty of relevant information for businesses of all sizes.

    In conclusion, The Future of Field Service podcast is an excellent resource for anyone in the field service industry. With informative interviews from industry leaders and insightful discussions on trends and challenges, this podcast offers valuable knowledge and inspiration for driving business growth and improvement. Whether you're new to field service or an experienced professional, this podcast is a must-listen.



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    Latest episodes from Future of Field Service

    Alcon's Service Overhaul – And What Comes Next

    Play Episode Listen Later May 28, 2025 50:30


    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.

    The Stand Out 50 Leadership Awards Are Back for 2025

    Play Episode Listen Later May 21, 2025 15:38


    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.

    From Combat Pilot to the Corporate World: How the Military Shaped My Leadership (& Considerations for Recruiting Military Talent)

    Play Episode Listen Later May 14, 2025 48:41


    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.

    Lead Yourself First: Exploring the Link Between Self-Care and Service Excellence

    Play Episode Listen Later May 7, 2025 25:09


    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.

    Field Service Palm Springs 2025: Event Highlights

    Play Episode Listen Later Apr 30, 2025 24:51


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

    Using AI to Unlock Potential While Protecting the Human Experience

    Play Episode Listen Later Apr 23, 2025 51:50


    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.

    How Trends in Enterprise Asset Management Intersect with Service

    Play Episode Listen Later Apr 16, 2025 50:00


    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.

    head service unscripted intersect berend enterprise asset management
    Future of Field Service: 2025 Events Update

    Play Episode Listen Later Apr 9, 2025 9:36


    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!

    Bridging the Innovation Gap: From Ambition to Execution in Modern Business

    Play Episode Listen Later Apr 2, 2025 42:13


    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.

    An Inside Look at ACCO's Strategic Big Bets to Win the Talent War

    Play Episode Listen Later Mar 26, 2025 53:08


    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 seeking to build a more resilient service culture, this conversation offers actionable insights on creating an environment where top talent wants to stay. Tune in to discover why challenging the status quo might be your best strategy for long-term success.

    From Free Cars to Field Service: How Accidental Careers Build Industry Leaders

    Play Episode Listen Later Mar 19, 2025 42:44


    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 customer relationships. Whether you're a seasoned service leader or rising through the ranks, this conversation offers valuable wisdom on building successful service organizations while maintaining the 'family feel' that makes field service special.

    Communication Matters: Skills to Create Highly Engaged Service Teams

    Play Episode Listen Later Mar 12, 2025 49:38


    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.'

    IWD 2025: The Future of Field Service Community Weighs In

    Play Episode Listen Later Mar 5, 2025 30:06


    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.

    Breaking the Cycle of Toxic Leadership

    Play Episode Listen Later Feb 26, 2025 43:51


    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 leadership needs are evolving, particularly with younger generations demanding more empathetic and inclusive management styles Examine the importance of self-leadership and mindset work in becoming a better leader Highlight the significant gap in leadership training, with 85% of promoted managers receiving no formal training Consider the role of organizations in addressing toxic leadership and fostering positive workplace cultures Share examples of progressive leadership approaches, including companies that prioritize employee well-being and personal developmentThe conversation emphasizes that while toxic leadership remains prevalent, there are proven paths to creating healthier workplace environments that benefit both employees and organizational performance. Rob shares practical insights for leaders looking to improve their management style and break free from destructive patterns.

    Are Shared Resources the Future of Service?

    Play Episode Listen Later Feb 19, 2025 50:40


    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 importance of maintaining long-term technical expertise and regulatory compliance• Explore the benefits of the shared resources model, including enhanced career paths for employees, improved resource planning capabilities, and increased opportunities for innovation• Discuss the critical role of collaboration, trust, and shared purpose in making the model successful, highlighting how the organization operates as an extension of each licensee rather than a traditional supplier• Consider the challenges and solutions in managing intellectual property, prioritization, and regulatory requirements across multiple licensees• Investigate how technology and AI are being leveraged to drive efficiency and innovation while maintaining regulatory compliance• Reflect on the potential application of this shared resources model in other industries, emphasizing the importance of trust, shared goals, and cultural alignmentThe episode provides valuable insights for service organizations grappling with talent retention, resource optimization, and innovation challenges, while emphasizing the importance of creating a collaborative culture that values employee contribution and engagement.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: https://www.futureoffieldservice.com/the-insider

    Balancing the Opportunity and Risk of Automating Service

    Play Episode Listen Later Feb 12, 2025 35:31


    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 for human empathy and understanding in complex service situations• Discuss how service has evolved beyond "break-fix" to become a strategic business function, with field service professionals now serving as trusted advisers who gather crucial customer intelligence• Delve into the irreplaceable human elements of service that technology cannot replicate, including relationship building, empathy, and the ability to identify unspoken customer needs• Consider how AI should be leveraged to handle repetitive tasks while freeing up service professionals for higher-value customer interactions• Explore the future vision of service where AI enhances rather than replaces human capabilities, with technology working in the background while human teams maintain customer trust and drive innovation• Address the risk of over-automation leading to service commoditization, emphasizing the importance of maintaining service as a key differentiator through meaningful human connectionsThe conversation provides valuable insights for service leaders navigating the AI revolution while protecting the human elements that make service truly valuable. Billard's perspective offers a balanced approach to technology adoption that enhances rather than diminishes the customer experience.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: https://www.futureoffieldservice.com/the-insider

    WBR Weighs In on The State of AI in Field Service

    Play Episode Listen Later Feb 5, 2025 36:57


    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 management, and improved customer satisfaction, while addressing concerns about integration, costs, and change management. They also discuss the future of AI in field service and preview upcoming topics for the Field Service Palm Springs 2024 event. 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: https://www.futureoffieldservice.com/the-insider

    The Most Common EQ Missteps (And What Works Instead)

    Play Episode Listen Later Jan 29, 2025 46:41


    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 self-mastery, driven by her own journey through burnout and personal challenges. She has worked with Fortune 1000 executives and has published a book on the subject, The Balanced Life Blueprint. 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: https://www.futureoffieldservice.com/the-insider Episode Resources: Sara Mueller on LinkedIn | Instagram | Facebook | YouTube Joy Discovered Website The Balanced Life Blueprint Book Sarah Nicastro on LinkedIn Future of Field Service Website

    Defining the Service Leader's Duty Around the "Silver Tsunami"

    Play Episode Listen Later Jan 22, 2025 42:38


    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 mechanic and evolved through various service roles at leading OEMs, Joern brings a wealth of experience in leading global, cross-functional teams, as well as developing and implementing global service support strategies and MRO networks. 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: https://www.futureoffieldservice.com/the-insider Episode Resources: Joern Lindstaedt on LinkedIn Rolls-Royce Power Systems Website Sarah Nicastro on LinkedIn Future of Field Service Website

    How and Why Service Leaders Need to Evolve in 2025

    Play Episode Listen Later Jan 15, 2025 48:40


    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 take place, the first being that of a shift away from a culture of complaining with field service organizations. The conversation underscores the role of service leaders in fostering a positive workplace, emphasizing the necessity of being a “translation engine”, learning to speak the language of other departments, ensuring that their insights and challenges are understood and addressed at the executive level. They further unpack the importance of values like empathy, curiosity, proactiveness and collaboration, which can elevate the impact of field service leaders in the industry. They also consider the impact of AI and automation on the field service industry, discussing how leaders can remain relevant by focusing on strategic thinking and emotional intelligence rather than getting bogged down in tactical firefighting. 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: https://www.futureoffieldservice.com/the-insider Episode Resources: Sarah Nicastro on LinkedIn Future of Field Service Website Roy Dockery on LinkedIn The Art of Leading Website

    My 2025 Service (Non)Predictions

    Play Episode Listen Later Jan 8, 2025 22:50


    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: https://www.futureoffieldservice.com/the-insiderEpisode Resources: Sarah Nicastro on LinkedIn Future of Field Service Website

    Top 10 of 2024 - Part Two

    Play Episode Listen Later Jan 1, 2025 12:29


    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, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider Episode Resources: Sarah Nicastro on LinkedIn Future of Field Service Website

    Top 10 of 2024 - Part One

    Play Episode Listen Later Dec 18, 2024 26:09


    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 Carneiro. 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: https://www.futureoffieldservice.com/the-insider Episode Resources: Sarah Nicastro on LinkedIn Future of Field Service Website

    The Service Leadership Trifecta

    Play Episode Listen Later Dec 11, 2024 55:30


    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 such as Fresenius Kabi, Luminex Corporation, and Agena, he has cultivated a deep understanding of the intricacies of service leadership. Ryan's recent transition to coaching reflects his commitment to empowering others to lead without formal titles, emphasizing the importance of self-awareness, personal development, and empathy in leadership. 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: https://www.futureoffieldservice.com/the-insider Episode Resources: Ryan Snelling on LinkedIn The Jobless Leader on LinkedIn Agena Bioscience Website Sarah Nicastro on LinkedIn Future of Field Service Website

    Best Practices of Stand Out Service Leaders

    Play Episode Listen Later Dec 4, 2024 22:03


    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 in the world of field service after earning her bachelor's degree in psychology and an MBA, with plans to enter the nonprofit sector. Her fascination with the innovation and complexity of field service sparked a passion that has driven her work ever since. Based in Erie, PA, Sarah balances her professional life with time spent at Lake Erie hunting for beach glass, Peloton workouts, and indulging in her love of hip-hop and ice cream. 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: https://www.futureoffieldservice.com/the-insider

    The Impact and Importance of Strong Service Leadership

    Play Episode Listen Later Nov 27, 2024 27:17


    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 strong service leaders is so important. Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee, maintenance supervisor, branch manager, general manager, regional field operations manager, senior regional field operations manager, and Director of Field Operations for Latin America. Dot's passion lies in coaching and guiding fellow employees, enabling them to excel at Otis. She co-founded and co-led FORWARD, an innovative global Employee Resource Group aimed at recruiting, retaining, and mentoring women within Otis field operations. John is a seasoned CEO with vast experience in the research industry, who specializes in services, customer experience, sales, business development, and customer satisfaction. As an entrepreneurial leader in marketing and business development, John has a proven track record of driving revenue growth, expanding market share, and increasing business value. In 2009, John founded the Service Council with a vision to create a platform for sharing and refining innovative strategies among service-centric businesses. 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: https://www.futureoffieldservice.com/the-insider

    Are You Overlooking the Importance and Impact of Neurodiversity at Work?

    Play Episode Listen Later Nov 20, 2024 53:59


    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 and educator, Tristan combines personal experience with over 15 years of expertise as a communicator in leading global companies like Philips, where he founded the Philips Neurodiversity Network, a global Employee Resource Group (ERG) with over 1000 members, committed to creating an environment where every mind can thrive. Tristan's mission is to build a world where every mind is empowered to succeed by educating individuals and organizations on the transformative potential of neurodiversity. 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: https://www.futureoffieldservice.com/the-insider

    Proximus Shares Its Facets of Field Service Excellence

    Play Episode Listen Later Nov 13, 2024 34:47


    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 department, and IFS. Steven joined Proximus in 2003 as a Developer. 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: https://www.futureoffieldservice.com/the-insider

    Highlights from Field Service Europe 2024

    Play Episode Listen Later Nov 6, 2024 18:51


    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 subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

    Exploring the Role of Coalitions in the Advanced Services Journey

    Play Episode Listen Later Oct 30, 2024 40:01


    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 creating executive workshops and mini-guides on servitization. In her book, Servitization Strategy, she explores outcome-based business models, known as Advanced Services Business Models, offering practical guidance on how firms can innovate these services through servitization. Sandra is a business growth coach, ecosystem builder, and innovation champion. Over the last twenty years, she has helped over 400 founders and senior executives launch, scale, and grow their businesses. Sandra is also a Business Growth and Management Coach for the Evergreen Coaching Group and an ITU Digital Ecosystem Expert at the International Telecommunication Union. 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: https://www.futureoffieldservice.com/the-insider

    Coca-Cola: Honoring a Legacy Without Leaning Too Much On It

    Play Episode Listen Later Oct 23, 2024 41:27


    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 organization of North America Operating Unit. He leads a high-performing team of 14 Service Operations Managers, Commercialization and Development Managers in the execution of the equipment service strategy through the performance management, alignment and oversight of $300MM spend with over 620 service providers across the United States and Canada. 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: https://www.futureoffieldservice.com/the-insider

    Announcing the Future of Field Service Stand Out 50 Leaders of 2024!

    Play Episode Listen Later Oct 16, 2024 14:19


    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 the critical traits of the Standout 50. She announces an upcoming report featuring valuable data on people, processes, and technology in the service sector. Join Sarah as she recognizes these impactful leaders and shares how to stay updated on their findings! Sarah Nicastro is a passionate advocate for the power of human connection and service evolution. Since 2008 she first stumbled into the field service industry, she has been captivated by the transformation of service from a cost center to a strategic driver of innovation and growth. Through meaningful conversations with business leaders, Sarah uncovers insights that inspire and inform others. Her mission is to prove that it's possible to love family, work, and the world simultaneously while building a community that shares knowledge, forms lasting relationships and creates a positive impact. If you enjoyed this episode, subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

    Leadership Principles to Create Impact in Today's Service Landscape (and Beyond)

    Play Episode Listen Later Oct 9, 2024 45:29


    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 empathy to enhance impact. His background as a millennial executive and former military personnel has trained him to effectively manage diverse, cross-generational teams across various industries. Through his book, "The Art of Leading: Truth, Love and Empathy in Action," Roy shares this model with 13 fundamental principles, providing real examples of their application. He was also recognized as one of Hot Topic's top 100 Service Visionaries by a panel of global industry experts.  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: https://www.futureoffieldservice.com/the-insider

    Before the Next Initiative, Ask Yourself: Are You Brilliant in the Basics?

    Play Episode Listen Later Oct 2, 2024 31:49


    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 prototyping and manufacturing, he had witnessed the transformative impact of additive manufacturing on businesses firsthand. 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: https://www.futureoffieldservice.com/the-insider

    Celebrating Stand Out Leadership

    Play Episode Listen Later Sep 25, 2024 10:53


    In this episode of the Unscripted Podcast, host Sarah Nicastro gives an update on the upcoming announcement of the Future of Field Service Stand Out 50 leadership awards, a look into plans for Future of Field Service x IFS Unleashed, and a heads up on upcoming research to watch for. 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: https://www.futureoffieldservice.com/the-insider

    Lessons in Servitization: Combining Historical Success with Continual Innovation

    Play Episode Listen Later Sep 18, 2024 43:37


    In this session from Future of Field Service Live in Cologne, host Sarah Nicastro talks with Joern Lindstaedt, VP of Global Customer Service at Rolls Royce Power, about the company's famous “power by the hour” innovation and how an early start at Servitization translates to a culture of continual innovation. Joern brings over 20 years of experience in customer and product support across aviation, transportation, and power generation. He has vast experience leading global, cross-functional teams and driving the development and implementation of worldwide service support strategies and MRO networks. 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: https://www.futureoffieldservice.com/the-insider

    Reflecting on a 35+ Year Career in Field Service: What's Changed, What Hasn't, and Where Are We Headed Next?

    Play Episode Listen Later Sep 11, 2024 41:26


    In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Tim Spencer, VP for North American Operations at Interblock Gaming, to reflect on what's changed (or not) related to leadership, technology, talent, and customer-centricity over his 35+ year career. Tim has a wealth of experience from his roles at BUNN, Scientific Games, WMS Gaming, and as an Independent Consultant. He specializes in field and customer services, manufacturing and printing operations, sales management, and executive leadership. 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: https://www.futureoffieldservice.com/the-insider

    Canon's 5-Pillar Service Strategy

    Play Episode Listen Later Sep 4, 2024 41:40


    In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Andy Schneider, European Vice President of Services and Support at Canon EMEA, to share the company's five-pillar service strategy and why the relevance of service is near and dear to his heart. In his role, Andy's key focus is on driving growth and excellence in Canon's Digital Printing & Solutions unit by optimizing service delivery and leading cross-functional teams to consistently deliver outstanding results. Before that, Andy held senior roles at companies such as Spigraph, DICOM, Kofax, and more. 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: https://www.futureoffieldservice.com/the-insider

    Why the Future of Service Depends Largely on Leadership

    Play Episode Listen Later Aug 28, 2024 45:57


    In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Joe Molesky, SVP at Sodexo for a conversation about why leadership is so important in service today when it comes to attracting quality talent and creating an effective culture, how his own approach has evolved over his career, and the role mindfulness plays in his leadership today. As a leader known for his expertise in enterprise transformation, Joe is committed to driving improvement across all areas of business. His focus lies on executing strategies that create significant value for customers. Joe's goal is to design actionable plans, build inclusive teams, optimize operations, and foster a high-performance culture centered on delivering exceptional customer value. 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: https://www.futureoffieldservice.com/the-insider

    Field Service Orlando Event Highlights

    Play Episode Listen Later Aug 21, 2024 14:12


    In this episode of the Unscripted Podcast, host Sarah Nicastro shares a synopsis of attending Field Service East in Orlando on August 13th, 2024. She discusses the importance of customer centricity and the role of technology in improving employee and customer experiences. 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: https://www.futureoffieldservice.com/the-insider

    Modernizing the Field Service Talent Approach to Drive Greater Diversity and Impact

    Play Episode Listen Later Aug 13, 2024 33:56


    In a session from Future of Field Service Live in Cologne, Germany, host Sarah Nicastro welcomes back Daniel Trabel, Director of Field Service EMEA at Thermo Fisher Scientific, to discuss how critical a company's talent strategy is to service today and why it demands creativity and a willingness to break free of the status quo to be successful. Daniel is a passionate and visionary leader with a strong track record in clinical diagnostics, life sciences, medical devices, and biotechnology. Before joining Thermo Fisher Scientific, he was a Service Manager at Waters Corporation in Germany South, served as a Service Engineer at Cochlear, and held various key positions at Bio-Rad Laboratories. 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: https://www.futureoffieldservice.com/the-insider

    Schneider Electric's Digital Journey: Avoiding Common Woes and Amplifying Wins, Today and Into the Future

    Play Episode Listen Later Aug 7, 2024 30:18


    In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Alban Cambournac, VP of Consulting and Digital Services at Schneider Electric, to discuss the company's digital journey and how it is taking its lessons learned and best practices and helping its customers achieve success as well. Alban shares his lessons learned in a global career, Schneider's being named the most sustainable company of 2024 by TIME magazine, and what he thinks of all of the AI buzz. With over 25 years of experience in digital power, buildings, and energy management, Alban is an experienced leader at Schneider Electric, driving growth and innovation. He leverages his strong background in product marketing, strategy, and engineering to lead the US Consulting and Digital Services team, delivering value-added solutions through connected services. Alban holds an MSEE from SUPELEC and an EMBA from Vanderbilt University. 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: https://www.futureoffieldservice.com/the-insider

    How Electrolux is Maximizing Service Resource Utilization

    Play Episode Listen Later Jul 31, 2024 35:13


    In a session from Future of Field Service Live in Cologne, Germany, host Sarah Nicastro talks with Jelle Coppens, Product Domain Expert of Service and Repair at Electrolux, about how the company is working smarter to maximize the impact of its workforce. Jelle has been with Electrolux for six years, starting as a resource planner for Electrolux Belgium and quickly becoming involved in the company's digital transformation. His expertise led him to join a project enhancing technical solutions across Belgium, the Netherlands, Luxembourg, and Denmark. 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: https://www.futureoffieldservice.com/the-insider

    The Importance of Thinking Big: How to Set a Compelling Strategic Vision for Service

    Play Episode Listen Later Jul 24, 2024 32:29


    In this episode of the Unscripted podcast, host Sarah Nicastro talks with Clinten van der Merwe, SVP and Head of Global Service and Project Management at TOMRA Recycling, about moving away from the “aftermarket as an afterthought” mentality, his North Star process, and the importance of storytelling in creative influence. This session was recorded at Future of Field Service Live in Cologne. Clinten is a well-established Senior Service Management and Leadership Professional with vast global experience leading significant business transformation and optimization initiatives. He excels in addressing complex business challenges and implementing process and cultural changes to enhance organizational effectiveness. Throughout his career, Clinten has contributed to companies like Rapiscan Systems, Alubat Middle East, Multi Glass and Mirror, and Glass South Africa. 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: https://www.futureoffieldservice.com/the-insider

    Inside the Mind of the New Talent You're Seeking

    Play Episode Listen Later Jul 17, 2024 45:54


    In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Teresa Carneiro, Field Service Engineer at STEMCELL Technologies, for a conversation about what drew her to field service, what she enjoys about the FSE role, the realities of being a young woman in field service, and her perspective on how her career might evolve. Teresa, a 24-year-old from Portugal, recently completed her master's degree in biomedical engineering following a bachelor's in the same field. Due to limited career opportunities in Portugal, she sought work abroad and aimed for Germany. For the past five months, Teresa has been working as a field service engineer in Munich for STEMCELL Technologies. 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: https://www.futureoffieldservice.com/the-insider

    The Service Optimization Trifecta: Enablement, Empowerment, and Execution

    Play Episode Listen Later Jul 10, 2024 17:54


    In a session from the Future of Field Service Live Tour in Stockholm, Sarah speaks with Darian Ari, Director of Nordic B2B Solution and Implementation at GlobalConnect, about being a young leader, taking chances on new talent, and tackling the service optimization trifecta of enablement, empowerment, and execution. With deep expertise in IT and Telecommunications, Darian's practical skills make him a standout leader. He excels in critical business management and strategy, optimizing operations and driving growth while prioritizing employee satisfaction, coaching, and a positive organizational culture. 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: https://www.futureoffieldservice.com/the-insider

    Sustainability Trends That Should Be Top of Mind for Service

    Play Episode Listen Later Jul 3, 2024 43:59


    In this episode of the Unscripted podcast, host Sarah Nicastro welcomes back Rainer Karcher, sustainability enthusiast, “climate activist in a suit,” and former Chief Sustainability Officer, who has recently departed the corporate world to start helping companies work toward their sustainability objectives. Rainer shares knowledge on current trends, common missteps, and the reasons why every organization should be invested in this topic. Rainer is the Founder and Managing Director of Heartprint. He brings over 25 years of IT experience from leading companies like Allianz Technology, IBM, and Siemens AG. His expertise spans support, infrastructure, data centers, service operations, and IT sustainability. For Rainer, sustainability extends beyond environmental protection to encompass a holistic approach aligned with the UN Sustainable Development Agenda, addressing all ESG aspects. 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: https://www.futureoffieldservice.com/the-insider/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

    Customer Engagement and Service Transformation with Sarah Nicastro

    Play Episode Listen Later Jun 26, 2024 30:12


    In this episode of the Unscripted podcast, host Sarah Nicastro takes the hot seat as she is interviewed by Professor Hany Salah of the American University in Cairo about the relevance of service transformation. They focus on the shift from viewing service as a cost center to a profit center and the importance of mindset shifts and change management. They further discuss best practices and trends impacting how companies are innovating and evolving.  Sarah Nicastro is the creator of Future of Field Service and VP, Customer Engagement at IFS. After completing her bachelor's degree in psychology and then her MBA, Sarah intended to get into the non-profit sector, but life had other plans. She began her career in the media with Field Technologies magazine never even having heard the term “field service.” Expecting to grow bored quickly, she was surprised to fall in love with the layers of evolution and innovation that have kept things interesting for all these years. 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: https://www.futureoffieldservice.com/the-insider/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

    Future of Field Service Live: Cologne Highlights

    Play Episode Listen Later Jun 19, 2024 13:45


    In this solo episode of the Unscripted Podcast, host Sarah Nicastro recaps the Future of Field Service Live event in Cologne, Germany, highlighting key insights from experts at Rolls Royce Power Systems, TOMRA Recycling, Thermo Fisher Scientific, and Electrolux on industry innovation, strategic vision, talent diversity, and service transformation. The conference emphasized the importance of attracting and retaining talent while maximizing existing resources to drive efficiency and innovation in the field service industry. Sarah Nicastro is the creator of Future of Field Service and VP, Customer Engagement at IFS. After completing her bachelor's degree in psychology and then her MBA, Sarah intended to get into the non-profit sector, but life had other plans. She began her career in the media with Field Technologies magazine never even having heard the term “field service.” Expecting to grow bored quickly, she was surprised to fall in love with the layers of evolution and innovation that have kept things interesting for all these years. 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: https://www.futureoffieldservice.com/the-insider/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

    From Surviving to Thriving to Giving Back: One Woman in Service's Leadership Journey

    Play Episode Listen Later Jun 12, 2024 50:24


    In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Corrie Prunuske, former President of CoolSys, for a conversation around her experiences as a woman advancing her career in service, the importance of sponsors and how they differ from mentors, the differences between diverse and inclusive, and much more. Corrie is an experienced executive general manager and growth leader with a proven track record of delivering exceptional results. With over 28 years of leadership experience at Johnson Controls, she excels in sales and operational strategy execution. Corrie is deeply passionate about developing people to achieve their full potential. 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: https://www.futureoffieldservice.com/the-insider/  --- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

    Future of Field Service Live: Stockholm Highlights

    Play Episode Listen Later Jun 5, 2024 15:16


    In this episode of the Unscripted podcast, host Sarah Nicastro shares an overview of the first Future of Field Service Live event of 2024, which took place in Stockholm on May 21st. Sarah talks about her interviews with Frank Gregoire from Miele, Roy Dockery, author of The Art of Leading, and Darian Ari. The main subjects of the conversations included the evolving role of service in organizations, field service leadership, technology, and change management. 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: https://www.futureoffieldservice.com/the-insider/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/future-of-field-service/message

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