UNSCRIPTED

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 le...

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 📩 Subscribe to The INSIDER for exclusive monthly cont...

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 countri...

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 —...

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—a...

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....

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 fa...

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 v...

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 op...

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-d...

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 comp...

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 ta...

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...

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 gr...

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...

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 o...

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...

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...

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...

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 e...

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 w...

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 Labor...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams a...

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams a...

Host Sarah Nicastro welcomes Jeffrey Yip, Associate Professor of Management and Organizational Studies at Simon Fraser University, who teaches leadership in the Executive MBA and Management of Technology programs, conducts research that addresses managerial challenges in work relationships and leading change, and has contributed to resources like HBR and Psychology Today. Jeff shares the need for...