UNSCRIPTED

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...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Joern Lindstaedt, SVP for Global Customer Service at Rolls-Royce Power Systems, who was acknowledged as a Future of Field Service Stand Out 50 leader last year. Joern shares his views on what service leaders must do to navigate the looming silver tsunami. Joern has over 20 years of experience in customer and product support in...

As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leader...

While host Sarah Nicastro doesn’t believe anyone can truly predict the future, in this episode of the Unscripted Podcast, she shares what she expects 2025 will bring based on interactions with the Future of Field Service community and featuring insights from the Stand Out Service Trends report. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Go...

In the second half of this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. Sarah delves into conversations on neurodiversity, authenticity in leadership, mental health awareness, and more with Tristan Lavender, Roy Dockery, Tim Spence...

In this episode of the Unscripted Podcast, host Sarah Nicastro reflects on the top Unscripted podcast episodes of 2024, celebrating the inspiring guests, diverse topics, and invaluable insights shared throughout the year. From the challenges of servitization and the power of diversity in field service to leveraging AR and AI for modernization, Sarah highlights key lessons and favorite quotes from...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ryan Snellings, Founder and Coach at The Jobless Leader, who formerly held a variety of service and operations leadership roles at companies like Fresenius Kabi, Luminex Corporation, and Agena, to discuss three areas of focus for leaders who want to excel in service today. Ryan brings over 25 years of experience in service and...

In this episode of Unscripted , Sarah Nicastro, the creator of Future of Field Service and VP of Customer Engagement at IFS, reflects on the Stand Out Service Trends Report , sharing actionable insights from some of the most innovative leaders in the service industry. Drawing on her extensive expertise and years of observing the evolution of field service, Sarah explores best practices in hiring,...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dot Mynahan, who currently serves as the Senior Director of Safety and Workforce for the National Elevator Industry and formerly spent more than 30 years with Otis Elevator, and John Carroll, CEO of the Service Council. This session was recorded live at IFS Unleashed after announcing the Future of Field Service Stand Out 50 Le...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Tristan Lavender, Neurodiversity Speaker, Founder and Chair of the Philips Neurodiversity Network (Employee Resource Group), Senior Content Strategist, Writer, and Editor at Philips Communications Center of Excellence, for an open and honest conversation about navigating work life with a neurodivergence and why/how companies c...

In a session recorded live at IFS Unleashed, Steven Van Eyck, Center of Excellence Lead for Field Service at Proximus, joins Sarah Nicastro to discuss how to define “excellence” in the arena of field service today and what Proximus is focused on in creating it. Steven is leading a Center of Excellence that caters to the Field Service Management activities for Proximus' Customer Operations Business...

In this episode of the Unscripted Podcast, host Sarah Nicastro Sarah shares what stood out to her from last week’s Field Service Europe event in Amsterdam. She discusses how industry leaders like Yasir Sheikh advocate for a shift from traditional service models to proactive, value-driven strategies, the role of change management in technology adoption, the interconnectedness of employee engagement...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dr. Kawal Kapoor, Research Manager at the Advanced Services Group of Aston Business School, and Sandra Benbow, Senior Industrial Fellow and Servitization Mentor, for a discussion based on both their research and hands-on work with firms, about how coalitions play a valuable role in the Servitization journey. Kawal oversees res...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Michael Galon, Director of North America Service Operations at The Coca-Cola Company, for a conversation about honoring Coca-Cola's rich legacy and embracing innovation in a fast-paced market, as well as staffing challenges, AI, and maintaining service excellence.  Michae is responsible for overall equipment services strategy...

In this episode of the Unscripted podcast, host Sarah Nicastro reveals the 33rd edition of the Future of Field Service Standout 50 Leaders, celebrating exceptional service leaders who drive innovation and customer-centric strategies in the industry. Sarah highlights the evolving service delivery landscape and the crucial and often behind-the-scenes roles these leaders play in motivating teams and...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes back Roy Dockery, Author of The Art of Leading, for a discussion filmed at Future of Field Service Live in Stockholm on what leadership traits do (and don’t) create impact. Since this discussion, Roy has also taken the role of the Director of Field Service Research at TSIA. Roy stands out as a transformative leader in the serv...

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ben Williams, Director of Service Operations for Americas at 3D Systems, for a conversation around his advice to “be brilliant on the basics,” how that differs from the idea of mastering the basics, and what basics in service demand regular attention. Passionate about service and additive manufacturing, Ben helps companies har...

In this episode of the Unscripted Podcast, host Sarah Nicastro gives an update on the upcoming announcement of the Future of Field Service Stand Out 50 leadership awards, a look into plans for Future of Field Service x IFS Unleashed, and a heads up on upcoming research to watch for. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcast...

In this session from Future of Field Service Live in Cologne, host Sarah Nicastro talks with Joern Lindstaedt, VP of Global Customer Service at Rolls Royce Power, about the company’s famous “power by the hour” innovation and how an early start at Servitization translates to a culture of continual innovation. Joern brings over 20 years of experience in customer and product support across aviation,...

In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Tim Spencer, VP for North American Operations at Interblock Gaming, to reflect on what’s changed (or not) related to leadership, technology, talent, and customer-centricity over his 35+ year career. Tim has a wealth of experience from his roles at BUNN, Scientific Games, WMS Gaming, and as an Independent Consultant. He special...