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.
Ali Bigdeli — Professor of Industrial Service Innovation at Aston Business School and Co-Director of the Advanced Services Group — joins Sarah Nicastro to talk about where AI is actually moving the needle for manufacturers exploring outcome-based services.
Fresh from Field Service Next Europe in Amsterdam, Ali shares his take on the three trends reshaping advanced services, what it really takes to shift from product to service-led business models, and why the moment to act is now. They also get into the four forces and trigger points that shape a servitization journey, why guaranteeing outcomes has historically felt too risky, and how industrial AI is changing that calculation.
The conversation wraps on something Ali feels strongly about: the technology only works if the people and culture are ready for it.
New episodes of UNSCRIPTED drop every Wednesday.
Sarah Nicastro attended Field Service Next Europe 2026 in Amsterdam and is sharing the six moments that stood out. From Patricia Sabera of Unisys on shifting from SLAs to XLAs, to Carolyn Hagstrom Markland of Vattenfall on what people-first transformation actually looks like in practice, to the question dividing the industry right now: should technicians sell? A technician arrives with an S on their chest, but is it Superman or a dollar sign?
Mitch White didn’t follow the expected route. He left college, discovered field service through a cable and internet company, spent six years in the U.S. Coast Guard, and eventually landed at Schneider Electric - where he’s now a Territory Manager leading a team in Tennessee. Along the way he picked up a bachelor’s in electrical technology and a master’s in business. Not in that order.
In this episode of Frontline UNSCRIPTED, Mitch talks with Sarah Nicastro about what it really means to be “wired differently” for field service, how organizations can better recognize and retain frontline talent, why removing roadblocks is his core job as a manager, and what senior leaders need to do to stay connected to the people doing the work.
If you’re thinking about field service as a career, leading a frontline team, or trying to figure out how to hold on to your best people - this one’s worth your time.
New episodes every Wednesday. Subscribe wherever you listen to podcasts.
Ali Bigdeli — Professor of Industrial Service Innovation at Aston Business School and Co-Director of the Advanced Services Group — joins Sarah Nicastro to talk about where AI is actually moving the needle for manufacturers exploring outcome-based services.
Fresh from Field Service Next Europe in Amsterdam, Ali shares his take on the three trends reshaping advanced services, what it really takes to shift from product to service-led business models, and why the moment to act is now. They also get into the four forces and trigger points that shape a servitization journey, why guaranteeing outcomes has historically felt too risky, and how industrial AI is changing that calculation.
The conversation wraps on something Ali feels strongly about: the technology only works if the people and culture are ready for it.
New episodes of UNSCRIPTED drop every Wednesday.
Sarah Nicastro attended Field Service Next Europe 2026 in Amsterdam and is sharing the six moments that stood out. From Patricia Sabera of Unisys on shifting from SLAs to XLAs, to Carolyn Hagstrom Markland of Vattenfall on what people-first transformation actually looks like in practice, to the question dividing the industry right now: should technicians sell? A technician arrives with an S on their chest, but is it Superman or a dollar sign?
Mitch White didn’t follow the expected route. He left college, discovered field service through a cable and internet company, spent six years in the U.S. Coast Guard, and eventually landed at Schneider Electric - where he’s now a Territory Manager leading a team in Tennessee. Along the way he picked up a bachelor’s in electrical technology and a master’s in business. Not in that order.
In this episode of Frontline UNSCRIPTED, Mitch talks with Sarah Nicastro about what it really means to be “wired differently” for field service, how organizations can better recognize and retain frontline talent, why removing roadblocks is his core job as a manager, and what senior leaders need to do to stay connected to the people doing the work.
If you’re thinking about field service as a career, leading a frontline team, or trying to figure out how to hold on to your best people - this one’s worth your time.
New episodes every Wednesday. Subscribe wherever you listen to podcasts.
Berend goes solo to recap IFS Unleashed 2026, working from notes on a phone that nearly didn't survive the week.He structures his takeaways around five T's and five I's — Trust, Time, Tempo, Talent, Teamwork, Intelligence, Investment, Integrity, Insincerity and Innovation — drawing on moments with Mark Moffat, Tom Brady, Chamath Palihapitiya, Badi Narasimhan from William Grant & Sons, and Sarah Nicastro.Why does trust decide whether frontline teams adopt AI at all? What does a whiskey distillery teach us about time as a business strategy? Can AI actually close a 1.9 million-worker skills gap in manufacturing? And when a machine takes an action, who owns the outcome?This episode covers the launch of IFS Intelligence, the tension between "speed is life" and Dario Amodei's AI warnings, the robot that might need its own airline seat, and what Tom Brady's take on teamwork has to do with getting an industrial operation to perform at its best.Future of Assets is a platform for asset management leaders. Find more at futureofassets.com.
Sarah Nicastro spent the week at IFS Unleashed in Orlando and is sharing the second half of her top 10 personal highlights from the event.
This episode picks up where Monday’s article left off — if you want the first five highlights, head to the Future of Field Service website: https://www.futureoffieldservice.com/my-top-10-highlights-ifs-unleashed-2026-part-1/
Highlights #6–10 cover some of the conversations and moments that stood out most — including how industrial AI is accelerating the servitization journey, why trust becomes more valuable as AI takes on more, and genuinely inspiring perspectives on leadership, community, and what it means to be a role model. Tom Brady, Chamath Palihapitiya, Alexis Ohanian, and Chelsea FC Women’s CEO Aki Mandar all made an impression.
Topics covered:
How is industrial AI reshaping the path to outcomes-based services?Why does trust become a competitive advantage in an AI-heavy business environment?What Chamath Palihapitiya said about encoding tribal knowledge and de-levering from powerTom Brady on shielding yourself from failure and what leadership responsibility actually looks likeAlexis Ohanian on community as a “Trojan horse” in a world full of AI-generated contentWhat a “mini legacy” looks like and why it mattersAki Mandar on role models, doing the right thing, and holding power to account
Host: Sarah Nicastro, Creator and Editor in Chief, Future of Field Service
Nick Richards spent more than 13 years as a field service engineer at Cubic Transportation Systems before stepping into management. That experience sits close to the surface in everything he talks about in this episode.
He joins Sarah Nicastro to discuss what leaders get wrong about the frontline, why recognition so often misses the mark, and what a genuine commitment to knowing your team actually looks like in practice. He also talks about how Cubic is approaching diversity in hiring — including neurodiversity and women in engineering — and why he believes field service managers, not HR departments, should own the recruitment process.
This is a conversation for anyone leading a frontline team, or anyone trying to understand what today's field service workforce actually needs to stay and grow.
Topics covered:
- What top-level leadership consistently misses about the frontline role
- Why a simple "thanks" isn't always enough — and what actually lands
- Why Nick refuses to be called "boss"
- How Cubic is building more diverse field service teams
- Neurodiversity in field service hiring — seeing strengths, not risks
- Getting more women into field engineering roles
- What a better recruitment process looks like in practice
- Why managers should own hiring, not just HR
- What younger and more experienced engineers want from their leaders
- The changing nature of pride in the field service role
Guest: Nick Richards, Interim Head of Field Services, Cubic Transportation Systems
Host: Sarah Nicastro, Creator & Editor in Chief, Future of Field Service
Yasir Sheikh, Global Service Transformation Leader at Honeywell Technologies and 2026 Stand Out 50 leader, joins Sarah Nicastro to explore how AI is changing service delivery - from predictive to prescriptive maintenance, why change management is the part of transformation most organizations get wrong, and the analogy for getting transformation right that Sarah says she won't forget.
When a CEO tells Ashley Gross they need an AI win, her first question is always: why does the win need to come from AI? In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Ashley, founder and CEO of The Alliance and author of The AI Workweek, to explore what actually makes AI pay off in the day-to-day work of an organisation. Ashley rebuilt her 80-hour work week down to 15 hours before ChatGPT existed, has since helped Fortune 500 companies figure out what AI is genuinely worth doing, and now describes herself as a business therapist between IT and business teams. The conversation covers AI fatigue among frontline workers, why AI is putting more pressure on senior leaders than entry-level staff, and whether Dario Amodei's call to slow AI development is a valid concern or smart timing.
Berend Booms, Associate Editor of Future of Assets, takes over the mic to share his key takeaways from Future of Field Service Live London. Session by session, he covers what stood out, what surprised him, and what he will carry with him. And in a nod to Rob Stevenson's keynote on music and energy, he picks a song to go with every part of the day.
Sarah Nicastro is just back from the Service Council Symposium in Chicago. In this solo episode she shares her five personal takeaways — from why the employee experience conversation is finally going deeper than the talking point, to "digital rocks not digital popcorn," to the empathy insight from EchoStar's Melissa Perkle Bailey that she says she'll come back to time and time again.
Dr. Aymen Gatri, Professor of Cybersecurity and AI Defense in Berlin and Director of PMO Products at Konecranes, joins Sarah Nicastro to add a layer of pragmatic necessity to the AI buzz — covering the hidden risks of AI in service, why governance and accountability are being overlooked, and how to balance a strong AI offense with a strong AI defense.
David DeAngelis, Senior Director of Technology Training and Support Services at Brightstar Lottery, joins Sarah Nicastro to share how his organization built a scalable professional competency program for over 600 field service technicians, from an 18-month behavioral research process, to a 6-month structured training model, to the technician feedback that made it all worthwhile.
Kris Oldland, founder of Field Service News and Managing Director of 1927 Media, joins Sarah Nicastro for a candid conversation about selling the business he spent thirteen years building, what he observed about the field service industry during his time away, and the B2B publishing platform he's built to replace the model he believes is broken — one that treats readers as partners, not commodities.
Dave Mackerness, Director at Kaer and 2024 Stand Out 50 leader, returns to UNSCRIPTED to share what five years of scaling cooling-as-a-service has taught him — from building a regional footprint across Asia, to managing the customer behavior shift that comes with outcome-based models, to the AI platform Kaer has been building since 2017 that now makes their oldest plant their best-performing one.
What would it take for maintenance to become something people actually aspire to be part of? In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Kevin Clark, Head of Industrial Strategy and Asset Management at Siemens. Kevin started his career turning wrenches on the shop floor and has spent more than 40 years working across every level of the industry. He talks about why maintenance is still seen as a cost centre, why the boardroom and the plant floor rarely have the same conversation about smart manufacturing, and why the biggest challenge in asset management isn't technology at all. And if Kevin had five years and a blank-cheque budget? He'd invest every dollar in developing people.
Peter George, Head of Global Sales and Service at Alfa Laval and 2025 Stand Out 50 leader, joins Sarah Nicastro to share how Alfa Laval transformed service from a break-fix necessity into a strategic competitive advantage - covering the service wheel, digital service centers, dedicated R&D for service products, and why work-life balance was the first thing Peter reached for when talking about talent.
Judaline Cassidy, union plumber, nonprofit founder, and CNN Champion for Change,joins Sarah Nicastro for a conversation about resilience, authentic allyship, and what it means to pay it forward. From growing up in Trinidad and Tobago to becoming one of the first women in Plumbers Local 371, to founding Tools and Tiaras to bring more young women into the trades, Judaline's story is as energizing as it is important.
Samantha Campbell, Senior Director of Field Services at Brightstar Lottery and 2025 Stand Out 50 leader, joins Sarah Nicastro to explore why mentorship is one of the most underutilized strategic tools in service leadership — including the story of reverse mentoring her CEO during a pandemic, the difference between mentors and sponsors, and how genuine one-on-one relationships drive retention and organizational change.
Throwing it back to a rerelease of the the very first episode of Frontline UNSCRIPTED - a series from Future of Field Service where host Sarah Nicastro steps away from the C-suite and hands the mic to the people doing the work.Phil Manchester, Service Team Lead at AirTight FaciliTech, joins Sarah Nicastro for the inaugural episode of Frontline UNSCRIPTED — a series that gives the mic to the people doing the work. Phil shares what drew him to the trades, how he made the leap from technician to team leader, and what frontline workers really need from leaders. Originally released in 2024, returning as part of our summer rerelease series.
What if the biggest barrier to change in your organization isn’t the technology — but the people leading it? In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Brianna Sylver, founder of Sylver Consulting and bestselling author of Leading Through Freefall, to explore why change succeeds or fails long before implementation begins. Brianna shares practical frameworks for discovering your leadership superpower, navigating the emotional curve of change, managing resistance constructively, and prototyping AI in a way that keeps humans genuinely in the loop. Often, the biggest breakthroughs don’t come from moving faster - they come from taking a strategic pause.
Stuart Thompson, President of the Electrification Service Division at ABB, joins Sarah Nicastro to explore how ABB is using AR and AI to modernize field service across 3,000 engineers in 50 countries - real deployments, real results, and where the model is heading next. Originally released in 2023, returning as part of our July rerelease series.
Dave Sarazen, VP of Customer Service at Multivac, joins Sarah Nicastro to share exactly how his organization cut technician turnover in half — through a veteran hiring program, structured career paths, an apprenticeship model, and intentional leadership practices that keep field teams engaged and performing. Originally released in 2024, returning as part of our July rerelease series.
Rerelease: Jake Humphrey, co-host of the High Performance podcast and founder of The Whisper Group, joins Sarah Nicastro for a conversation about what truly distinguishes stand-out leaders — from authentic leadership and the thermostat model to recovery, resilience, and why optimism is a discipline, not a disposition. Originally released October 2024, returning as part of our July rerelease series.
Brad Haeberle, EVP of Services for Smart Infrastructure Buildings at Siemens, joins Sarah Nicastro for a direct, experience-led conversation on what separates a service business from a service organization and the mindset that drives Siemens' approach to customer outcomes, growth, and digital transformation.
What if the silver bullet you're chasing in asset management has been right under your nose all along? In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Johan Jansen van Rensburg, Reliability Manager at SAPPI, to explore why data integrity and discipline matter far more than the next technology trend, how to audit your fundamentals before investing in AI, and the critical mindset shifts needed to build lasting value in maintenance and reliability. Drawing on nearly four decades of experience, from the CMMS revolution of the '90s to today's AI wave, Johan challenges the industry's obsession with quick fixes and reveals what actually separates organizations that thrive from those that stall.
Marina George, Field Service Engineer at Oxford Instruments, never planned to end up in field service — she wanted to be a doctor, then fell in love with research. As the first female guest on Frontline UNSCRIPTED, she shares an unconventional path into the industry, what it's been like as a woman in a field with very few, and why "just be yourself" is the best advice she ever received.
In this solo episode, Sarah Nicastro recaps the Future of Field Service Live event in New York City — covering highlights from five sessions on change management, customer intimacy, competitive positioning, technician enablement, and AI strategy. If you couldn't be in the room, this is the next best thing.
Dr. Lisa Ann Ferlita — VP of Service at Oxford Instruments and author of The Weight of Leadership — joins Sarah for a raw, honest conversation about what it really costs to lead, and how to do it without losing yourself. From military service to global field service leadership across 129 countries, Lisa shares the lessons that only come from looking in the mirror.
Strategic consultant Marta Riggins — formerly of Instacart, LinkedIn, and Pandora Music — joins Sarah to explore why employer branding is a critical lever for service organizations facing a frontline talent crisis. From building an authentic employee value proposition to why "culture add" beats "culture fit" every time, this is a practical and energizing conversation for any leader serious about winning the talent war.
In 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
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What 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.
What 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.
What 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.
What 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 obsolete
If 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.
What 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/
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.
Floris 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 die
00:00 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 Frict...
In 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 Dinner
Brad 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...
Jacob 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 take
00:00 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 Thoughts
This episode is for service leaders, frontline managers, and an...
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 W...
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 Intro00:02:33 The Field Service Management Inflection Point00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation00:09:51 The Connected Platform Vision Explained00:16:41 Key Decisions vs Customization00:24:17 Aligning Decisions to Your Vision00:31:46 Navigating a Fragmented Market00:37:09 Service as a Growth Engine00:41:05 Why Operational Excellence Is No Longer Enough00:42:12 AI as an Amplifier, Not Automation00:48:29 Why Domain Expertise Matters More Than Technology00:51:47 Lessons from Endurance Racing00:53:57 Key Takeaways & Final Thoughts
🔑 Who This Episode Is For
This episode is essential for:
Field service leaders navigating digital transformationOperations and service executives evaluating new platformsOrganizations dealing with vendor fragmentation and complexityTeams looking to s...
MAKEEN Energy is a global engineering and technology company serving the energy sector in more than 100 countries. In this special two-host episode of Assets UNSCRIPTED, Berend Booms and Sarah Nicastro sit down with Rui Melo Ferrera, Corporate Maintenance & Asset Manager at MAKEEN Energy, to explore how digitalization is transforming asset management, field service, and service-led business growth.In this conversation, Rui shares how MAKEEN Energy moved from fragmented tools to a more unified digital approach, why data and transparency are essential for performance-based service models, and how digital transformation helps service organizations move from reacting to problems to predicting and preventing them.
He explains:
▪️How digitalization helps shift from selling equipment to delivering service outcomes
▪️Why data is the foundation for asset performance management and servitization
▪️How MAKEEN Energy builds a complete “picture of the moment” for customer assets
▪️Why transparency strengthens customer trust and long-term service relationships
▪️How one service visit can demonstrate measurable impact and drive contract growth
▪️How digital tools remove friction from frontline work and improve technician experience
▪️Why modernizing field roles is essential for attracting the next generation of talent
▪️Why listening to frontline teams is critical for successful change management
00:00 Intro
00:55 Meet Rui Melo Ferrera at MAKEEN Energy
02:15 From Fragmented Tools to One Unified Platform
05:25 Why Portugal Became a Benchmark for Digital Transformation
06:44 Building a Complete Picture of Customer Assets
10:47 When Data Becomes Non-Negotiable
12:14 The Future of Predictive Asset Intelligence
14:40 How Digitalization Enables Servitization
17:53 The Shift Toward Performance-Based Contracts
19:25 Using Transparency as a Competitive Advantage
21:49 Demonstrating Impact and Building Long-Term Partnerships
25:55 Removing Friction From Frontline Work
30:04 Modernizing Fiel...
Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn’t external—but internal—and how releasing ego, overcoming fear, and challenging what you’ve normalized can unlock real, lasting transformation.
He explains:
▪️Why competing with others limits your growth—and how to focus on your true capacity
▪️How ego shows up as “looking good vs being good” in leadership
▪️Why fear doesn’t stop action—but stops boldness and authenticity
▪️The concept of “perception prison” and how it silently holds people back
▪️The two hidden blockers of performance: shame and unforgiveness
▪️Why releasing disappointment is a daily decision—not a feeling
▪️The 4-step practice to stay grounded and lead with an open heart
▪️How “normalize, rationalize, actualize” shapes your results and long-term success
Follow along:
00:00 Intro
01:20 From the Caribbean to Transformational Leadership
12:00 Stop Competing Against Others, Compete Against Yourself
18:46 Fire Your Representative: Lead With Authentic Confidence
26:03 Fear Doesn’t Stop Action—It Stops Boldness
35:47 The Decision Precedes Ability: Releasing Disappointment
45:33 The Power of Perspective Over Perception
49:44 Seven Minutes of Solitude: Open Hands, Open Heart
52:45 Challenge Your Norms: What You Normalize, You Actualize
56:00 Key Takeaways & Final Thoughts
Follow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland/
Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/
Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/
Foll...
What does it really take to lead a high-performing frontline service team?
In the first episode of Frontline Unscripted, host Sarah Nicastro sits down with Phil Manchester, Service Team Lead at Airtight Facilities, to explore the transition from technician to leader, why frontline voices matter, and how ambitious goals can transform both individuals and teams.
Phil Manchester has over a decade of hands-on experience in HVAC systems and facilities management. After starting his career as a technician in the field, he now leads a team of service professionals while mentoring the next generation of technicians.
In this conversation, he explains:
▪️Why transitioning from technician to leader requires emotional intelligence
▪️How individualized communication builds trust with service technicians
▪️What younger vs experienced frontline workers really want from leadership
▪️Why refusing to live with “what ifs” can fuel long-term career growth
▪️How frontline work combines hands-on skills with complex problem solving
▪️Why senior leaders need to get into the field and listen to frontline voices
▪️How AI and technology are becoming tools that make technicians more effective
▪️Why continuous learning is essential in skilled trades careers
00:00 Intro
00:02 From Dirt Bikes to HVAC: Finding Your Calling
00:06 Why Variety and Problem-Solving Drive Frontline Satisfaction
00:10 The Hardest Part of Leadership: Managing Nine Different Personalities
00:12 Master Emotional Intelligence to Shift from Technician to Leader
00:18 Why Leadership Must Be Individualized
00:21 Why Not Shoot for the Moon? Setting Goals and Refusing to Quit
00:26 Turning Setbacks Into Fuel by Rejecting “What-If” Thinking
00:30 Generational Differences in Frontline Teams
00:35 Company Culture That Builds Stronger Teams
00:37 AI and Technology in Skilled Trades
00:40 Why Data Centers Are Creating More HVAC Work
00:47 Closing the Gap Between Executives and the Field
00:50 Building Trust and Loyalty Through Leaders...
Self-care isn’t selfish. Leadership expert Hannah Knowles explains why taking care of yourself first might be the most powerful leadership decision you can make.
In this International Women’s Day episode of UNSCRIPTED, Hannah Knowles joins host Sarah Nicastro to discuss self-care, women in leadership, resilience, and navigating change in today’s workplace.
Hannah Knowles is a keynote speaker at Art of Brilliance, a wellbeing training company focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a collection of reflections and insights about what gives our lives meaning: love.
She explains:
Why self-care isn’t selfish and makes you a better leaderThe “Give to Gain” paradox and why prioritising yourself benefits othersWhy consistency beats intensity when building habitsHow noticing “glimmers” can shift your mindset and wellbeingThe Kaizen approach to creating meaningful change through small stepsWhy leaders should focus on what they can control during uncertaintyHow vulnerability and honesty build stronger teamsWhy perspective shapes how people respond to changeThe leadership power of saying “I’ll go first”Why celebrating progress matters more than chasing perfectionFollow along:
00:00 Intro01:00 Meet Hannah Knowles and the Art of Brilliance mission04:00 Why self-care shouldn’t feel selfish07:30 Consistency beats intensity when building habits10:45 Why women often struggle to prioritise themselves15:10 The concept of “glimmers” and finding everyday joy19:30 The Kaizen mindset and the power of small steps24:30 Eat, move, sleep, relationships — the foundations of wellbeing29:00 Why perspective shapes how we respond to change34:20 Leading through uncertainty and supporting teams39:30 Why vulnerability is a leadership strength45:00 The “I’ll go first” leadership mindset50:30 Celebrating progress instead of perfectionFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/
Subscribe to The Insid...
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 compellin...
What if the difference between good and great in your organization came down to one overlooked factor?
In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to unpack why soft skills drive hard results and how failing to invest in them could be costing you far more than you realize.
From a 250% ROI on soft skills training (backed by research from Harvard, Boston University, and the University of Michigan) to the real reason your best technician might fail as a leader, this conversation dives deep into the hidden financial and cultural impact of communication, empathy, accountability, and leadership development.
If you lead in field service, skilled trades, manufacturing, or frontline operations, this episode is packed with practical, implementable insights.
In Episode 354 of UNSCRIPTED, we explore how QuidelOrtho transformed field service from a cost center into a strategic business differentiator. Matt Tice, VP of Global Services, shares six practical strategies for driving customer retention, gaining executive leadership buy-in, aligning KPIs with customer expectations, strengthening frontline leadership, and leveraging AI to elevate the customer experience.
If you’re a service leader looking to reposition service as a growth engine, not just a post-sale function, this episode delivers actionable insights you can apply immediately.
Sometimes maximizing asset value is less about short-term optimization and more about building resilience over decades. In this episode of Assets UNSCRIPTED, host Berend Booms speaks with Markus Göring, Director of Asset Value Controlling at Vattenfall, about why resilience has become astrategic priority for asset-intensive organizations operating in an increasingly uncertain world.
They explore where organizations most commonly lose assetvalue across the lifecycle, why risk-based maintenance is not optional but foundational to staying in control, and how deliberately balancing performance, cost, and risk over time is what ultimately creates resilient operations. Markus shares a pragmatic view on the realities of data and AI in assetmanagement, the role of operational readiness in preventing value erosion between projects and operations, and why transparency, clear ownership of assumptions, and cross-functional alignment matter more than tools or certifications.
For leaders navigating short-term pressures, long assetlifespans, and growing volatility, this conversation offers a grounded, experience-based perspective on resilience as a strategy-not by trying to predict the future, but by staying in control and being prepared for it.
Leading multiple countries across Asia Pacific requires far more than operational excellence—it demands deep cultural understanding, intentional relationship-building, and the strategic ability to represent your region within a global enterprise. In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Madhu Oza, Director of Global Technical and Service Excellence for APAC at Abbott Laboratories, to explore what it takes to build trust, bridge cultural divides, and amplify regional impact while maintaining alignment with global standards. Whether you're navigating the complexities of international leadership or looking to elevate your team's impact on the world stage, this conversation is packed with actionable insights to help you lead with cultural intelligence and authenticity.
