UNSCRIPTED

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 & S...

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 c...

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...

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...

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 ag...

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 commod...

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 mainte...

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...

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 energizin...

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 o...

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 peopl...

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 discover...

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...

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 receiv...

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.