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/

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