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
Oct 23, 2019 • 31min
Preparing for The World of Digital Service
Jon Barr, Head of IT Americas at KONE talks with Sarah about how themes like agility, culture, AI and ML, and collaboration play an important role for any company looking to seize the opportunity of digital services.
Oct 16, 2019 • 35min
Keeping Field Service Human, Personal, and Compassionate
Erica Brister, President and CEO of U.S. Pest Protection, Inc. talks with Sarah about how she took on the family business and made it her own.
Oct 9, 2019 • 46min
LIVE from Boston: The Journeys of Female Field Service Leaders
Live from the IFS / WorkWave User conference, Sarah sits down with Marne Martin, CEO Workwave & President Service Management Global Business Unit at IFS, Erica Brister, President & CEO of U.S. Pest Protection, Danielle Canup, President & COO at Duraclean, and Mary Mahoney, CEO at Pacific Lawn Sprinklers. The group discusses their personal experience and finding their voices as female leaders in service.
Oct 2, 2019 • 30min
What To Do When CX Goes Wrong
Gaven Fahl, Director, Critical Accounts Program at Hewlett Packard Enterprise, chats with Sarah about what customers need when things go awry and how to find skill sets that can successfully navigate complex customer situations.
Sep 25, 2019 • 21min
Creating Alignment Between Field Service & IT
More from Chicago, as Sarah sits down with Charles Hughes, VP of Technical Site Services at Acuative, Tim Spencer, SVP and General Manager of Service Operations for Bunn, and John Barr, Head of IT in Americas for Kone. The panel shares their experiences on where IT and Service Management meet.
Sep 18, 2019 • 27min
LIVE From Chicago: Creating the Future Workforce
Onstage at The Service Council Field Service Symposium, Sarah is joined by Stephanie Borowski, President & CEO of GPS Educational Partners, Eric Reisner, Vice President & General Manager of Hobart Service, Maria Pallotta, Chief of Staff, Canopy Lawn Care, and Roy Dockery, Vice President of Customer Care, Swisslog Healthcare. The group shares their insight, experiences, and recommendations for finding, recruiting, and retaining service superstars.
Sep 11, 2019 • 33min
From Behemoth to Startup: Lessons Learned in Field Service Excellence
Hector Pascal, formerly with Coca-Cola and now with startup Bevi, chats with Sarah about the similarities and differences in how to achieve field service excellence in a large organization versus a startup.
Sep 4, 2019 • 28min
Service Growth in a Mature Market
Greg Parker, Director of Services at Thermo King, caught up with Sarah at Field Service Amelia Island to share his industry wisdom and give tips for growing in a mature market.
Aug 28, 2019 • 39min
Man Vs. Machine: Will AI Replace Field Technicians?
Paul Joesbury, Commercial Operations Director at Homeserve, chats with Sarah about how he sees the technician role evolving as AI use grows and matures.
Aug 21, 2019 • 34min
Women in Field Service LIVE from Amelia Island
Live from Field Service Amelia Island 2019, Sarah talks with Sarah Wright of ResMed, Maria Pallotta of Canopy Lawn Care, and Dr. Marlene Kolodziej of Northwell Health about creating intentional diversity and what the future of field service holds for women.
