UNSCRIPTED
Future of Field Service
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.
Episodes
Mentioned books
Jul 14, 2021 • 34min
Modernizing Technician Utilization for Today’s Field Service Objectives
Ian Pattinson, former VP technical operations at Rogers Communications, talks with Sarah about how the perception and responsibilities of a field technician have changed, the need to prioritize use of your most skill resources, and how compensation can make – or break – performance.
Jul 7, 2021 • 43min
How to Change to Win
Sarah welcomes Rias Attar, accomplished business strategist, transformation expert, operational excellence leader, project and change management professional and author of the new book Change to Win, to discuss how strategy, delivery mechanism, and culture all play a part in embracing change to respond successfully to market pressures.
Jun 30, 2021 • 31min
AT&T on The Future of The Call Center
Ian Schmehl, Vice President, Sales, Service, and Digital Operations – AT&T Mexico, talks with Sarah about the criticality of call center and field service collaboration, the growing role AI is playing in the call center, and what the future of a “no-call” center will look like.
Jun 23, 2021 • 52min
Lenovo On Embracing the Opportunity of Service
Jimmy Auw, Director of Central Asia Pacific Services at Lenovo, talks with Sarah about four major focus areas that come into play as Lenovo looks to seize the potential of service.
Jun 16, 2021 • 37min
Real-World Advice From a Change Champion
Sarah talks with Scott Lowes, Construction Supervisor at FortisBC, about his love for technology, his excitement in seeing it permeate field service, and his advice as a change champion for how to make technology palatable, how to foster adoption versus just compliance, and the joy of the “aha” moment when it takes hold.
Jun 9, 2021 • 35min
Schneider Electric’s Journey To As-A-Service: Part 2
Howard Bowland, VP Field Services Australia at Schneider Electric and Scott Weller, Partner at Mossrake Continue the discussion with Sarah about the company’s journey to as-a-service in talking about operationally what was required to bring this vision to life, how important agility is, lessons learned, and what they feel the future holds.
Jun 2, 2021 • 49min
Schneider Electric’s Journey To As-A-Service: Part 1
Howard Bowland, VP Field Services Australia at Schneider Electric and Scott Weller, Partner at Mossrake, talk with Sarah about how various industries are adopting as-a-service models, Schneider’s introduction of its as-a-service value proposition, and how critical your go-to-market is in this journey.
May 26, 2021 • 38min
Destigmatizing, Normalizing and Prioritizing Mental Health in the Workplace
Sarah welcomes Johnny Crowder, suicide/abuse survivor, TEDx speaker, touring musician, mental health and sobriety advocate, and the Founder & CEO of Cope Notes, a text-based mental health platform that provides daily support to users in nearly 100 countries across the globe, to discuss the criticality of prioritizing mental health in the workplace.
May 19, 2021 • 49min
Foxtel Masters The Contract Workforce Model
Nunzio Bagnato, Director of Home Service & Advance Servicing At Foxtel, describes how the company has motivated its contract workers to be highly engaged, effective, and empowered to deliver the Foxtel brand experience.
May 12, 2021 • 44min
Cimcorp’s IT Strategy for Working Smarter
Pekka Nurmi, Director of Corporate IT at Cimcorp, talks with Sarah about the company’s efforts to modernize IT to increase its ability to be strategic, nimble, and most impactful.
