UNSCRIPTED

In this episode of UNSCRIPTED, host Sarah Nicastro speakswith Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Venkata Reddy Mukku, VP of Worldwide Service and Support at Bruker Nano Surfaces & Metrology, to explore leadership evolution in the AI era. Learn why focusing on people becomes even more crucial as technology democratizes knowledge, how professional coaching skills can transform team dynamics, and practical strategies for creat...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Amir Pasdar, Senior Manager for Intelligent Connected Solutions at Henny Penny and Intelligent Equipment Connected Solutions Leader at the North American Association of Food Equipment Manufacturers (NAFEM), to explore the evolution from IoT to GenAI and beyond. Join them as they discuss how to unlock the true potential of connected...

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of se...

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of se...

In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week’s Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical pers...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave (Cob) Mencarini, Program Manager for Remote Service at Ecolab, to explore how organizations can revolutionize their service delivery through remote capabilities. Drawing from his experience transitioning from a 26-year Navy submarine career to leading Ecolab's global remote assist program, Cob shares insights on achieving 2...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, to explore the company’s comprehensive service overhaul. Learn how Alcon partnered with Disney to refresh its take on the customer experience, built a foundation for global standardization, and is now leveraging generative AI to t...

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring in...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veter...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout...

Sarah shares an overview of session highlights as well as her personal observations of Field Service Palm Springs 2025.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Faisal Hoque, serial entrepreneur, business strategist, and bestselling author, to explore the delicate balance between AI advancement and human potential. From distinguishing consumer AI from enterprise initiatives to understanding the concept of regenerative leadership, this conversation tackles how organizations can harness AI's p...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Berend Booms, Head of EAM Insights at IFS Ultimo, to explore the evolving landscape of Enterprise Asset Management and its critical role in service transformation. Berend and Sarah also discuss their mentee/mentor relationship as well as share honest insights about a topic they bond over: balancing professional ambitions with family...

In a brief solo episode, Sarah provides an update on Future of Field Service events for 2025 plus a sneak peek into a few other exciting things in the works!

Inthis episode of UNSCRIPTED, host Sarah Nicastro welcomes Amer Iqbal, a sought-afterspeaker who has spent the last 20 years leading innovation at some of theworld’s top companies including as the Head of Digital Transformation, APAC atMeta and Director of Digital Strategy & Innovation at Deloitte Digital. Amer joins Sarah to discuss some of the themes from his upcoming book, The 5Ways to Inno...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Michael Potts, Executive Vice President at ACCO Engineered Systems, to explore strategic 'big bets' in talent acquisition and retention. From prioritizing cultural fit over quick hires, to embracing disruptive change and investing in emotional intelligence training, Michael shares how ACCO's $2B business is leading rathe...

In this heartfelt episode of UNSCRIPTED, host Sarah Nicastro sits down with Ged Cranny, Senior Consultant with Konica Minolta's International Service Business, as he reflects on his remarkable 45-year journey in field service on the cusp of retirement. From navigating the evolution of service from cost center to strategic advantage, to insights on balancing technological innovation with human...

Sarah sits down with Jason Anthoine, a veteran of internal communications with 35 years of experience, to unpack the critical balance between high-tech and high-touch communication, discuss how to leverage internal influencers effectively, and reveal why many leaders unconsciously 'under-lead.'

Sarah shares what’s on the hearts and minds of the Future of Field Service community when it comes to International Women’s Day 2025 and its theme to #AccelerateAction.

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Rob Kalwarowsky, an executive coach, author, and TEDx speaker, to discuss breaking the cycle of toxic leadership. Together, they: Explore Rob's background in heavy industry and his firsthand experience with toxic workplace cultures Define six distinct types of destructive leadership, including arrogant/violent, abusive nar...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dave Cole, Director of Energy Strategy at Sizewell C, to explore the innovative shared resources model implemented in the UK's nuclear services sector. Together, they: • Examine how Nuclear Services was created to address talent retention challenges and maximize resource utilization across multiple nuclear power licensees...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Arnaud Billard, Senior Director for Applications and Service for Europe at Cepheid. Together, they: • Explore the delicate balance between AI adoption and preserving human connection in service delivery, discussing how to navigate technology evolution while maintaining valuable customer relationships • Examine real-world examp...

In this episode of The Unscripted Podcast, host Sarah Nicastro is joined by Maureen Azzato, Portfolio Director for Manufacturing and Field Service Events at Worldwide Business Research (WBR), to discuss the current state of AI in field service. Drawing from WBR's recent research, they explore the industry's adoption trends, successful use cases, and common implementation challenges.  Maure...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Sara Mueller, an Emotional Intelligence (EQ) Keynote Speaker, Leadership Trainer, and Executive Coach, for a discussion around the misconceptions about EQ, the most common missteps across the four pillars of EQ, and what to do in each pillar that works. Sara has over 15 years of experience in the field. After transitioning fro...