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. Tetra Pak’s Approach to Service Growth

    6D AGO

    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
  2. Human ROI: How Soft Skills Drive Hard Results

    FEB 25

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

    FEB 18

    QuidelOrtho’s 6 Keys to Positioning Service as a Differentiator

    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.

    45 min
  4. Resilience is the Strategy

    FEB 12 · BONUS

    Resilience is the Strategy

    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.

    48 min
  5. Lessons Learned from a Regional Leader Driving Impact in a Global Organization

    FEB 11

    Lessons Learned from a Regional Leader Driving Impact in a Global Organization

    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.

    49 min
  6. The Constructive Contrarian: How Questioning Everything Can Build Success – Part Two

    FEB 4

    The Constructive Contrarian: How Questioning Everything Can Build Success – Part Two

    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.

    42 min
  7. The Constructive Contrarian: How Questioning Everything Can Build Success – Part One

    JAN 28

    The Constructive Contrarian: How Questioning Everything Can Build Success – Part One

    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.

    47 min
  8. How the Practice of “Painstorming” Improves Change Leadership

    JAN 21

    How the Practice of “Painstorming” Improves Change Leadership

    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.

    49 min
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4.9
out of 5
32 Ratings

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
    359
  • Rating
    Explicit
  • Copyright
    © Future of Field Service
  • Show Website
    UNSCRIPTED

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