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.

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