UNSCRIPTED

Future of Field Service
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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 leadership trends.

  1. How Unisys Is Closing the Value Gap in Field Service | UNSCRIPTED Ep. 360

    12 HR AGO

    How Unisys Is Closing the Value Gap in Field Service | UNSCRIPTED Ep. 360

    What if the biggest gap in field service today isn’t operational but commercial? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Vivek Swaminathan, Director of Products & Solutions for Digital Workplace Services at Unisys, to explore why field service must be treated as a strategic differentiator, how to align pricing with the true value being delivered, and what it really takes to move from cost center thinking to growth-driven service models.Vivek shares practical insights on bridging the gap between execution and strategy, articulating value in a digital-first world, and why human-machine collaboration is key to unlocking the next phase of service excellence.Whether you're navigating pricing challenges, investing in AI and automation, or rethinking the role of field service in your business, this conversation offers a clear, real-world perspective on what comes next. What You’ll Learn: ▪️ Why field service is no longer a back-office function—but the face of your brand ▪️ The “value gap” in service pricing—and how to close it ▪️ Why execution must match commercial strategy to avoid margin erosion ▪️ How to articulate value beyond time on-site in a digital-first service model ▪️ The role of human-machine collaboration in driving better outcomes ▪️ Why operational excellence is now the baseline—not a differentiator ▪️ How service organizations can shift from cost control to growth enablement Key Moments: 00:00 Intro 02:19 Why Field Service Is the Face of the Brand 08:12 Human + Technology: Why Collaboration Matters 10:44 The Value Gap in Service Pricing 13:07 Selling Value Beyond On-Site Time 16:01 Why Execution Determines Success 19:44 Operational Excellence Is Now the Baseline 23:24 Moving Beyond Efficiency to Experience 26:34 Unlocking Growth Through Field Service 28:52 From Cost Center to Growth Engine 31:48 The Rise of Outcome-Based Models 33:44 Final Thoughts About the Guest: Vivek Swaminathan is Director of Products & Solutions for Digital Workplace Services at Unisys. With nearly two decades of experience across service delivery, presales, and global transformation initiatives, Vivek brings deep expertise in field service strategy, commercial models, and digital innovation. His work focuses on helping organizations unlock value through better alignment of technology, execution, and customer outcomes. 🔗 Learn More: Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/ Explore more UNSCRIPTED episodes:https://www.futureoffieldservice.com/podcast/

    34 min
  2. How Field Service Management Has Evolved & What Comes Next | UNSCRIPTED Ep. 359

    25 MAR

    How Field Service Management Has Evolved & What Comes Next | UNSCRIPTED Ep. 359

    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 leaders must focus on next to build resilient, future-ready operations. He explains: ▪️Why not every requirement is a “key decision”—and how to avoid unnecessary customization▪️Why operational excellence is now table stakes, not a differentiator▪️The “Connected Platform Vision” and why field service cannot operate in isolation▪️How to navigate a fragmented vendor landscape without decision paralysis▪️Why consolidation and integration matter more than ever▪️How AI acts as an amplifier—not just an efficiency tool▪️Why domain and industry expertise are critical to transformation success▪️How to make smarter, faster decisions that actually move the needle Follow Along: 00:00 Intro00:02:33 The Field Service Management Inflection Point00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation00:09:51 The Connected Platform Vision Explained00:16:41 Key Decisions vs Customization00:24:17 Aligning Decisions to Your Vision00:31:46 Navigating a Fragmented Market00:37:09 Service as a Growth Engine00:41:05 Why Operational Excellence Is No Longer Enough00:42:12 AI as an Amplifier, Not Automation00:48:29 Why Domain Expertise Matters More Than Technology00:51:47 Lessons from Endurance Racing00:53:57 Key Takeaways & Final Thoughts 🔑 Who This Episode Is For This episode is essential for: Field service leaders navigating digital transformationOperations and service executives evaluating new platformsOrganizations dealing with vendor fragmentation and complexityTeams looking to scale service while managing workforce challengesField service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystemThe biggest transformation risks aren’t technical—they’re decision-making and change managementAI’s real value lies in scaling capability and resilience, not reducing headcountSuccess requires industry expertise, domain knowledge, and technical delivery working together 🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletter Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service Learn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/ Key words: field service management, FSM, field service transformation, digital transformation, service operations, AI in field service, service leadership, field service software, asset management, service strategy, connected platform, servitization, operational excellence

    54 min
  3. How MAKEEN Energy Is Turning Asset Management Into Service Growth | Assets UNSCRIPTED Ep. 2

    19 MAR

    How MAKEEN Energy Is Turning Asset Management Into Service Growth | Assets UNSCRIPTED Ep. 2

    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 management 00:00 Intro 00:55 Meet Rui Melo Ferrera at MAKEEN Energy 02:15 From Fragmented Tools to One Unified Platform 05:25 Why Portugal Became a Benchmark for Digital Transformation 06:44 Building a Complete Picture of Customer Assets 10:47 When Data Becomes Non-Negotiable 12:14 The Future of Predictive Asset Intelligence 14:40 How Digitalization Enables Servitization 17:53 The Shift Toward Performance-Based Contracts 19:25 Using Transparency as a Competitive Advantage 21:49 Demonstrating Impact and Building Long-Term Partnerships 25:55 Removing Friction From Frontline Work 30:04 Modernizing Field Roles to Attract Talent 32:05 Change Management Lessons: Listen, Personalize, Support 36:40 Key Takeaways and Final Thoughts Follow Berend Booms on LinkedIn: https://www.linkedin.com/in/berendbooms/ Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets Learn more about Assets UNSCRIPTED: https://www.futureofassets.com/ Learn more about the UNSCRIPTED podcasts: https://www.futureoffieldservice.com/podcast/

    37 min
  4. Successful Transformation Starts Inside: Leadership Skills that Yield Lasting Change | UNSCRIPTED

    18 MAR

    Successful Transformation Starts Inside: Leadership Skills that Yield Lasting Change | UNSCRIPTED

    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 success Follow along: 00:00 Intro 01:20 From the Caribbean to Transformational Leadership 12:00 Stop Competing Against Others, Compete Against Yourself 18:46 Fire Your Representative: Lead With Authentic Confidence 26:03 Fear Doesn’t Stop Action—It Stops Boldness 35:47 The Decision Precedes Ability: Releasing Disappointment 45:33 The Power of Perspective Over Perception 49:44 Seven Minutes of Solitude: Open Hands, Open Heart 52:45 Challenge Your Norms: What You Normalize, You Actualize 56:00 Key Takeaways & Final Thoughts Follow 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/

    53 min
  5. Why Not Shoot for the Moon? Frontline Leadership Lessons from the Field | Frontline UNSCRIPTED Ep.1

    16 MAR ·  BONUS

    Why Not Shoot for the Moon? Frontline Leadership Lessons from the Field | Frontline UNSCRIPTED Ep.1

    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 careers 00:00 Intro 00:02 From Dirt Bikes to HVAC: Finding Your Calling 00:06 Why Variety and Problem-Solving Drive Frontline Satisfaction 00:10 The Hardest Part of Leadership: Managing Nine Different Personalities 00:12 Master Emotional Intelligence to Shift from Technician to Leader 00:18 Why Leadership Must Be Individualized 00:21 Why Not Shoot for the Moon? Setting Goals and Refusing to Quit 00:26 Turning Setbacks Into Fuel by Rejecting “What-If” Thinking 00:30 Generational Differences in Frontline Teams 00:35 Company Culture That Builds Stronger Teams 00:37 AI and Technology in Skilled Trades 00:40 Why Data Centers Are Creating More HVAC Work 00:47 Closing the Gap Between Executives and the Field 00:50 Building Trust and Loyalty Through Leadership 00:52 Why Learning Never Stops in the Trades 00:53 Final Thoughts: Shoot for the Moon, One Day at a Time

    54 min
  6. IWD 2026: A ‘Love Note’ for Women Across the World

    11 MAR

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

    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

    59 min
  7. Tetra Pak’s Approach to Service Growth

    4 MAR

    Tetra Pak’s Approach to Service Growth

    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 advantages Sasha 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.” 📩 Subscribe for more conversations on service transformation, field service leadership, and the future of service.

    48 min
  8. Human ROI: How Soft Skills Drive Hard Results

    25 FEB

    Human ROI: How Soft Skills Drive Hard Results

    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.

    54 min
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About

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 leadership trends.

Information

  • Creator
    Future of Field Service
  • Years Active
    2019 - 2026
  • Episodes
    365
  • Rating
    Explicit
  • Copyright
    © Future of Field Service
  • Show Website
    UNSCRIPTED

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