Podcast
UNSCRIPTED
Hosted by Future of Field Service · EN
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.
27episodes
Episodes
Newest firstAll episodes
EPISODE 366 | Mental Health Awareness Matters Now More Than Ever – A Personal Reflection
3w ago00:19:56Tap to summarizeIn this solo episode, Sarah Nicastro shares her personal mental health journey - including complex PTSD, ADHD, and navigating a difficult season - and what it has taught her about leadership, vulnerability, and creating workplaces where it's truly okay not to be okay. Raw, honest, and genuinely human.🌐 Visit us at futureoffieldservice.com📩 Subscribe to The INSIDER for exclusive monthly content: futureoffieldservice.com/the-insider
Transcribe →
Building Change Resilience from the Inside Out | UNSCRIPTED Ep. 365
4w ago00:44:18Tap to summarizeWhat if the key to navigating change isn't a better strategy — it's a better relationship with change itself?In this episode, host Sarah Nicastro sits down with Sarah Aviram — keynote speaker, leadership coach, and author of The Scenic Route — to explore why organizational change so often stalls, and what leaders can do differently.Drawing on her remarkable year working across 12 countries in 12 months, Sarah shares the personal stories and practical frameworks that have helped thousands of leaders move through transformation with more confidence, clarity, and resilience.The conversation covers the six core drivers of human motivation, why storytelling connects where case studies fall flat, and what a Buddhist monk, a flamenco dancer, and a group of performers in Thailand can teach us about identity and change. There's also a beautiful moment around the Portuguese concept of saudade — and why making peace with impermanence might be one of the most underrated leadership skills there is.If you're leading a team through uncertainty, or simply trying to find your footing when change feels relentless — this one's worth your time.
Transcribe →
The Shift to Assured Asset Performance | Matthew Wise, ABB
4w ago00:44:22Tap to summarizeWhat if your electrical assets weren't just infrastructure — but strategic business drivers?In this episode, Berend Booms sits down with Matthew Wise, VP & Head of Strategy and Business Development at ABB Electrification Service, to unpack why the shift from input-based to outcome-based asset management is reshaping entire industries.Matt brings sharp insight from ABB's frontline — managing over 80 million assets across 50+ countries — on how converging technologies like AI, predictive analytics, and real-time monitoring are moving organizations from reactive maintenance to true system orchestration.What we cover:Why traditional service contracts are no longer fit for purposeWhere AI is genuinely adding value — and where it's falling shortHow to align sustainability and performance as complementary goalsThe organizational silos quietly killing asset optimizationWhat resilience looks like in an increasingly unpredictable worldIf you work in asset-intensive industries — this is essential listening.
Transcribe →
From FSE to Technical Service Engineer Improves Work-Life Balance | Frontline UNSCRIPTED Ep. 3
4w ago00:43:04Tap to summarizeWhat does career growth in field service look like when priorities shift from constant travel to creating better work-life balance?In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Fernando Ferreyra, Service Engineer for the Technical Solutions Center at QuidelOrtho, to discuss his transition from a high-travel Field Service Engineer role into remote technical support—and how that change transformed both his career and family life.Fernando shares his journey from laboratory science into field service, what it was like supporting major healthcare accounts across the U.S. and Mexico, and how his experience as a former customer gave him a unique advantage in service. He also explains why flexibility, mentorship, and strong team culture are essential for retaining top talent in today’s service organizations.The conversation explores the evolving reality of service careers, including balancing family responsibilities, creating sustainable career paths, leveraging AI responsibly, and maintaining the human connection that makes service exceptional.In this episode, you’ll learn:How remote technical support roles can improve work-life balance in service careersWhy flexibility is critical for retaining frontline talentThe importance of empathy and communication in field service successHow Fernando’s customer experience helped him become a stronger engineerWhy AI should enhance—not replace—the human side of serviceThe role mentorship and teamwork play in career growthHow service leaders can better support frontline employees and familiesWhether you’re a field service engineer, technical support professional, service leader, or someone exploring a career in service, this episode offers valuable insights into career development, employee retention, leadership, and the future of frontline work.
Transcribe →
Episode 364: Lessons in Commercial Excellence in Digital Energy Services at Schneider Electric
May 600:46:55Tap to summarizeWhat 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 obsoleteIf 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.
Transcribe →
AI in Action: Less Chasing Trends, More Creating Value | UNSCRIPTED
Apr 2900:33:22Tap to summarizeWhat 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/
Transcribe →
How AI & Connected Security Are Transforming Service at Fenway Park | UNSCRIPTED
Apr 2200:19:16Tap to summarizeWhat 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 manageKey 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.
Transcribe →
Adapt or Die: Natural Intelligence as Nature’s Secret Playbook | Assets UNSCRIPTED
Apr 1600:55:05Tap to summarizeFloris 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 die00:00 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 ThoughtsThis 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-assetsLearn more about Assets UNSCRIPTED:https://www.futureofassets.com/Learn more about the UNSCRIPTED podcasts:https://www.futureoffieldservice.com/podcast/
Transcribe →Field Service Next West 2026 Highlights | Key Takeaways from San Diego | UNSCRIPTED
Apr 1500:19:37Tap to summarizeIn 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 DinnerBrad 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.Timestamps00:00 – 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 LinksFollow 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 the UNSCRIPTED podcast:https://www.futureoffieldservice.com/podcast/
Transcribe →
Decoding Generational Differences: Loyalty, Growth & What Motivates the Frontline
Apr 800:40:49Tap to summarizeJacob 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 take00:00 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 ThoughtsThis 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/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 Frontline UNSCRIPTED:https://www.futureoffieldservice.com/podcast/
Transcribe →