In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.

Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.

While 85% of service leaders say they are optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.

This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.

In this conversation, you’ll learn:

• How Tetra Pak evolved from a la carte services to outcome-based partnerships
• Why service growth should be anchored in customer value realization, not revenue targets
• The connection between employee experience, service quality, and long-term retention
• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation
• What organizations must do to move beyond the “2%” of outcome-based service offerings
• Why workforce shortages, travel reduction, and knowledge management can become strategic advantages

Sasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.

If you’re navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.

Because in the end, as Sasha puts it:
“You sell equipment once. Customers come back for the service experience.”

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