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 Intro
00:02:33 The Field Service Management Inflection Point
00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation
00:09:51 The Connected Platform Vision Explained
00:16:41 Key Decisions vs Customization
00:24:17 Aligning Decisions to Your Vision
00:31:46 Navigating a Fragmented Market
00:37:09 Service as a Growth Engine
00:41:05 Why Operational Excellence Is No Longer Enough
00:42:12 AI as an Amplifier, Not Automation
00:48:29 Why Domain Expertise Matters More Than Technology
00:51:47 Lessons from Endurance Racing
00:53:57 Key Takeaways & Final Thoughts

🔑 Who This Episode Is For

This episode is essential for:

Field service leaders navigating digital transformation
Operations and service executives evaluating new platforms
Organizations dealing with vendor fragmentation and complexity
Teams looking to scale service while managing workforce challenges

Field service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystem
The biggest transformation risks aren’t technical—they’re decision-making and change management
AI’s real value lies in scaling capability and resilience, not reducing headcount
Success requires industry expertise, domain knowledge, and technical delivery working together

🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland

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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

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