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
Dec 9, 2020 • 49min
Tim Baines of Aston Business School’s 2021 Servitization Predictions
Sarah welcomes back Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group to share his insight on what businesses can expect as it relates to the Servitization journey in 2021.
Dec 2, 2020 • 42min
Breaking Away from Break-Fix Service
Sarah talks with Brad Resler, President and COO of Brady Services and Roger O’Connor, EVP of Aftermarket Operations at Gosiger about the migration to more proactive and outcomes-based service.
Nov 25, 2020 • 13min
Leadership Lessons of 2020
In this week’s mashup, we revisit some of the lessons guests have learned leading in such a tumultuous year as 2020.
Nov 18, 2020 • 49min
4 Keys to Recruiting Success at Tetra Pak (And How COVID Has Changed the Game)
Bonnie Anderson, Global Manager of Talent Acquisition and Future Talent at Tetra Pak shares insight with Sarah on how the service world needs to evolve hiring at the strategic and practical levels as well as discusses how COVID has changed the game when it comes to recruiting and hiring.
Nov 11, 2020 • 31min
What’s Your Touchless Service Strategy?
Michael Blumberg, President & CEO of Blumberg Advisory Group, joins Sarah to discuss what touchless service will look like in a post-pandemic world.
Nov 4, 2020 • 45min
Making Mental Health a Focus in Service Leadership
Linda Tucci, Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics, talks with Sarah about why – particularly this year – it is critical to make mental health a priority in service leadership and how she’s done so, for herself and her team.
Oct 28, 2020 • 33min
ANDRITZ Shares Digital Transformation Lessons Learned
Klaus Glatz, Chief Digital Officer at ANDRITZ, talks with Sarah about customer needs driving digital transformation and service evolution as well as shares his biggest digital transformation lessons learned.
Oct 21, 2020 • 44min
Adapting to New Customer Demands
Reeve Bunn, President, DSL; Mark Rentschler, Director of Customer Support, Makino; and Rudy Goedhart, Sr. Director of Business Intelligence, Spencer Technologies talk with Sarah about how COVID-19 has changed their customers’ needs and expectations and in what ways their businesses have adapted.
Oct 14, 2020 • 35min
The “Secret Sauce” of Southwest Airlines
Sonya Lacore, Vice President of Inflight Operations at Southwest Airlines, talks with Sarah about the “secret sauce” of Southwest providing the customer experience it is known for as well as the “secret sauce” of her leadership style.
Oct 7, 2020 • 52min
Women in Service: Leading Through Change
Sarah shares a panel discussion from the Service Council Virtual Symposium with Linda Tucci of Ortho Clinical Diagnostics, Dr. Marlene Kolodziej of RICOH USA, Sophia Williams of NCR, Sonya Lacore of Southwest Airlines, and Cindy Etherington of Dell about how they are leading through this time of immense change.
