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. Episode 364: Lessons in Commercial Excellence in Digital Energy Services at Schneider Electric

    14H AGO

    Episode 364: Lessons in Commercial Excellence in Digital Energy Services at Schneider Electric

    What if the future of service isn’t about fixing products — but maximizing customer outcomes? In this episode of UNSCRIPTED, Sarah Nicastro sits down with Ravichandra Kshirsagar, Digital Energy Services VP at Schneider Electric, to explore how service organizations can move from transactional delivery to outcome-based partnerships powered by AI, connectivity, and customer-centric operating models. From designing products for service from the very beginning to creating entirely new roles like the Customer Performance Engineer, this conversation dives into the strategies shaping the future of field service and digital energy services. Key topics include: • Why services are becoming the biggest competitive differentiator• Designing products and platforms for serviceability from inception• Moving from break/fix models to outcome-driven partnerships• How AI is transforming scheduling, planning, and service operations• Organizing around customer segments instead of products• The rise of the Customer Performance Engineer role• Why traditional service playbooks are becoming obsolete If you're navigating digital transformation, scaling service excellence, or exploring AI-enabled service models, this episode is packed with practical insights and forward-looking strategies. 🎧 Tune in now to learn how leading organizations are reimagining service delivery for the future.

    47 min
  2. AI in Action: Less Chasing Trends, More Creating Value | UNSCRIPTED

    APR 29

    AI in Action: Less Chasing Trends, More Creating Value | UNSCRIPTED

    What if your AI strategy is actually holding you back?In this episode of UNSCRIPTED, recorded on-site at Field Service Next West in San Diego, host Sarah Nicastro sits down with Jayda Nance, AI Product Owner at IBM, to cut through the hype and explore what it really takes to create value with AI.From problem-first thinking to proving value through pilots, this conversation challenges the “move fast” mentality and shows why moving smart is what actually drives results.🔑 What You’ll Learn- Why clear problem determination should come before any AI investment- The difference between automation vs. true AI—and when each is needed- Why pilots outperform MVPs when proving real business value- How to use a four-layer process framework (inputs, rules, actions, outputs)- Why mindset—not technology—is the biggest barrier to AI adoption- How early wins build trust and momentum across your organization💡 Key TakeawayAI isn’t a magic wand.The organizations seeing real results are the ones that focus less on trends and more on solving the right problems.👤 About the GuestJayda Nance is an AI Product Owner at IBM, where she leads strategy and execution for operational transformation across technology lifecycle services. With a background in engineering and innovation, Jayda brings a practical, problem-first approach to AI—helping organizations build solutions that actually deliver value.🎧 Listen & Learn MoreIf you're navigating digital transformation or looking to build a smarter AI strategy, this episode is packed with practical insights you can apply immediately.🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

    33 min
  3. How AI & Connected Security Are Transforming Service at Fenway Park | UNSCRIPTED

    APR 22

    How AI & Connected Security Are Transforming Service at Fenway Park | UNSCRIPTED

    What if you could resolve 95% of service issues without ever sending a technician on-site? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Parker, Vice President for America’s Life Cycle Solutions at Johnson Controls, to explore how intelligent connected systems, AI-powered monitoring, and centralized command centers are transforming security and service delivery at iconic venues like Fenway Park. From reducing costly truck rolls to enabling outcome-based service agreements, this conversation dives into what it really takes to scale service operations in today’s data-driven world. What You’ll Learn: • How proactive, connected asset management enables up to 95% remote issue resolution• Why AI should act as a force multiplier, not a replacement for human judgment• The importance of a “human in the middle” approach in high-risk environments• How central command and field operations work together to deliver better outcomes• Why outcome-based service agreements are quickly becoming table stakes• How to design and launch managed services without execution gaps• What makes high-density venues like stadiums uniquely complex to manage Key Takeaway: Connected assets, real-time visibility, and proactive service delivery are no longer optional—they’re essential for meeting modern customer expectations. About the Guest: Greg Parker is Vice President for America’s Life Cycle Solutions at Johnson Controls, where he leads the transformation of security operations and managed service delivery. His work in integrating AI, connected systems, and centralized monitoring has enabled organizations to scale operations, reduce costs, and deliver outcome-based service models.

    19 min
  4. Adapt or Die: Natural Intelligence as Nature’s Secret Playbook | Assets UNSCRIPTED

    APR 16

    Adapt or Die: Natural Intelligence as Nature’s Secret Playbook | Assets UNSCRIPTED

    Floris Regouin is Chief Visionary Officer at The New Tomorrow and author of Natural Intelligence, where he explores how 3.8 billion years of natural R&D can help leaders rethink organizational design, collaboration, resilience, and change. In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Floris to explore how nature’s hidden playbook can reshape the way organizations operate. From starling murmuration's and lichen ecosystems to leverage points and adaptation, this conversation examines what leaders can learn from nature about moving smarter, building resilience, and navigating disruption in a world of constant change. He explains: ▪️ Why nature offers a more adaptive model for leadership than rigid structures and protocols▪️ What starling murmuration's can teach organizations about alignment, trust, and shared direction▪️ Why resilience comes from diversity, experimentation, and collaboration▪️ How imbalance and disruption can actually drive growth and adaptation▪️ Why leaders need reflection, play, and room to experiment—not just more meetings▪️ What nature reveals about leverage points and using less energy for greater impact▪️ How to think about artificial intelligence through the lens of adaptation rather than fear▪️ Why the real imperative for leaders today is simple: adapt or die 00:00 Intro00:00:27 Floris Regouin’s Journey from Microbiology to Business00:05:55 Seeing Differently: Why Nature Is the Ultimate R&D Lab00:07:37 What Nature Knows About Optimization and Efficiency00:08:17 Starling Murmurations and the Power of Simple Rules00:12:26 Leadership Without Overcontrol00:17:13 Signals, Shared Direction, and Organizational Alignment00:18:50 The Microsoft Example: When Silos Undermine the Bigger Picture00:23:02 Why Imbalance, Play, and Mistakes Matter00:28:38 Resilience, Ecosystems, and Letting Go of Control00:31:28 Lichen, Symbiosis, and the Strength of Collaboration00:34:26 Parasites, Tension, and What Organizations Can Learn from Friction00:37:09 Leverage Points and the Wisdom of the Eagle Owl00:40:36 Why Leaders Need Reflection More Than More Meetings00:43:51 Moving With the Currents Instead of Against Them00:46:34 AI, Adaptation, and the Future of Work00:54:30 Final Thoughts This episode is for asset leaders, operations executives, and anyone rethinking how organizations can become more resilient, adaptive, and human in the face of complexity. 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/

    55 min

  5. APR 15

    Field Service Next West 2026 Highlights | Key Takeaways from San Diego | UNSCRIPTED

    In this episode of UNSCRIPTED, host Sarah Nicastro recaps the key insights, standout sessions, and pivotal conversations from Field Service Next West 2026 in San Diego. From balancing globalization and localization to redefining the service value proposition, this episode explores how industry leaders are navigating the intersection of technology innovation, talent transformation, and culture-driven leadership. Sarah shares her personal reflections from the event, highlighting the themes that will shape the future of field service. 🔑 What You’ll Learn: Why standardizing and modernizing the tech stack is essential for scalable serviceHow organizations are positioning service as a revenue and outcomes-driven engineThe importance of customer obsession and truly listening to customer feedbackHow employer brand and “emotional salary” impact talent attraction and retentionThe role of technology and AI in strengthening field service cultureWhy leaders must balance innovation with strong execution of core business functionsCreative approaches to recruitment and workforce development🗣️ Featured Highlights: Insights from the Women in Service Breakfast and Stand Out 50 Leadership Dinner Brad Haeberle, Executive VP Services Smart Infrastructure Services at Siemens, discusses striking the right balance between globalization and localization, and why standardizing the technology stack is essential for scalability.Sasha Ilyukhin, SVP of Services at Tetra Pak, shares insights on positioning service as a revenue engine and leveraging the Advanced Services Group’s “Four Es” framework—Explore, Engage, Expand, and Exploit—to continuously evolve customer value.Tanya Singh, CCO at Biotronics3D, emphasizes the importance of truly listening to customers, especially when it comes to understanding where organizations may be falling short.Marta Riggins, Strategic Consultant for Employer Brand and Engagement, introduces the concept of “emotional salary” and explains how strengthening employer brand is critical to addressing the industry’s talent gap.James Mylett, CEO at Smart Care, explores how technology can shape and strengthen field service culture—from amplifying recognition to improving work-life balance for frontline teams.Megan Schlam, VP US Services Execution (Operations) at Schneider Electric, discusses rethinking recruitment strategies and why there’s no one-size-fits-all approach to attracting the next generation of talent.Timestamps 00:00 – Introduction from San Diego00:01:40 – Globalization vs. Localization with Siemens00:03:21 – Standardizing the Tech Stack for Scalability00:04:08 – Service as a Revenue Engine & the “Four Es” Framework00:05:03 – Redefining the Service Value Proposition00:06:24 – Employer Brand & Emotional Salary00:08:23 – Women in Service Breakfast Highlights00:09:34 – Building Culture with Technology00:11:33 – AI as a Partner in Precision Service00:13:44 – Stand Out 50 Leadership Dinner00:14:13 – Recruitment Reinvented with Schneider Electric00:17:39 – Final Reflections & What’s Next 🔗 Helpful Links Follow 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 the UNSCRIPTED podcast:https://www.futureoffieldservice.com/podcast/

    20 min
  6. Decoding Generational Differences: Loyalty, Growth & What Motivates the Frontline

    APR 8

    Decoding Generational Differences: Loyalty, Growth & What Motivates the Frontline

    Jacob Brumbelow is a Service Technician at MaxAir Mechanical who discovered that the trades offered far more opportunity, growth, and fulfillment than the college path he once assumed was his only option. In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Jacob to explore how younger technicians think about loyalty, growth, leadership, and career development—and what companies need to understand if they want to attract and retain the next generation of frontline talent. He explains: ▪️ Why the trades deserve more visibility as a meaningful career path▪️ How younger talent defines loyalty differently than older generations▪️ Why growth opportunities matter so much in attracting and retaining technicians▪️ What senior leaders often misunderstand about younger frontline workers▪️ How feeling heard and included can make a major difference in retention▪️ Why younger technicians want to understand the “why,” not just follow instructions▪️ How leadership development can open new career possibilities early on▪️ Why trying new things matters more than following the path you think you’re supposed to take 00:00 Intro01:08 Jacob’s Journey from College to HVAC03:34 Apprenticeship, Journeyman Path, and Career Progression06:41 Challenging Stereotypes Around the Trades08:24 Family Support and Rethinking Career Assumptions10:55 Why HVAC Clicked and What Makes the Work Fulfilling12:48 What Younger Talent Wants: Growth, Opportunity, and Purpose14:02 Why Feeling Heard Matters More Than Leaders Realize16:28 Generational Differences in Motivation and Career Outlook21:02 Inside MaxAir Mechanical’s Leadership Academy23:38 Building Confidence Through Public Speaking and Development28:15 Redefining Leadership as Service32:29 What Younger People Should Know About Career Paths in the Trades35:35 What Senior Leaders Get Wrong About Younger Talent39:16 Final Advice for Younger Listeners40:30 Closing Thoughts This episode is for service leaders, frontline managers, and anyone thinking about how to better attract, develop, and retain younger talent in field service. Follow 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 Frontline UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

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

    APR 1

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

    MAR 25

    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
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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
    371
  • Rating
    Explicit
  • Copyright
    © Future of Field Service
  • Show Website
    UNSCRIPTED

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