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
Jan 4, 2023 • 13min
2023 Sneak Peek
Sarah starts the New Year by sharing an early look at some exciting news from Future of Field Service.
Dec 14, 2022 • 21min
The Top 10 of 2022
After some agonizing, Sarah recaps the top ten podcast episodes of 2022 so you can be sure you hit all of the highlights.
Dec 7, 2022 • 18min
Insights from Field Service Europe 2022
Sarah reports in from Amsterdam to share some of the insightful conversations that took place last week at Field Service Europe 2022.
Nov 30, 2022 • 44min
Prioritizing Human Centricity in Service
In a session from the Future of Field Service Live Tour in Austin, Sasha Ilyukhin, SVP of Customer Service Operations at Tetra Pak talks with Sarah about why and how the company is putting more emphasis on human centricity in its service operations.
Nov 23, 2022 • 39min
5 Elements of Exceptional CX
Elizabeth Dixon, who previously led Strategy, Hospitality, and Service Design at Chic-fil-A Corporate and recently authored the book The Power of Customer Experience: Five Elements to Make an Impact, joins Sarah to talk about what exactly it is about those companies who are known for their standout customer service.
Nov 16, 2022 • 42min
CNH Industrial’s Asset-Centric Service Strategy
Sarah talks with Danielle Waterworth, VP- NA Dealer & Customer Solutions and Global Maintenance & Service Development at CNH Industrial about how the company is segmenting and evolving its service offerings, what advice she has on leasing assets, how to add value to a dealer network, and more.
Nov 9, 2022 • 45min
The Firsthand Perspective of the Field Service Contract Workforce
Sarah talks with Tamika Fields, independent IT Services contract technician, about what she enjoys about being independent, what could make W2 roles more appealing to talent, and how companies can make their relationships with contract workers most effective to ensure positive CX.
Nov 2, 2022 • 51min
What it Takes to Succeed at Outcomes-Based Service
In a session from the London Live Tour, Sarah talks with Mike Gosling, IT Service Platforms Manager at Cubic Transportation Systems about the company’s successful transition to outcomes-based service with the help of AI. Mike shares key aspects of the transformation, including the importance of change management, tips for success with AI-based tools, and the role of continuous improvement.
Oct 26, 2022 • 35min
DELL Eliminates Siloes for an End-to-End Service Approach
Bob Feiner, Senior VP of Dell Technologies Services, joins Sarah for a discussion around how the company has evolved its services approach and execution to improve the customer experience.
Oct 19, 2022 • 11min
Highlights from IFS UNLEASHED
Sarah shares her personal reflections and highlights from last week’s IFS Unleashed customer event in Miami.
