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
Sep 16, 2020 • 49min
Cisco Adapts to CX Trends
Sae Kwon, VP of Customer Experience at Cisco, talks with Sarah about the changes in customer expectations he’s taken note of across his 24 years at Cisco and how the company has adapted to meet some of the most recent needs to deliver an exceptional customer experience.
Sep 9, 2020 • 39min
New Metrics for a New World of Service Delivery
Bill Pollock, President and Principal Consulting Analyst at Strategies for Growth, weighs in on how he feels organizations need to evolve how they measure progress and success in today’s service landscape.
Sep 2, 2020 • 35min
3 Pillars of Redefining Service Delivery
Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.
Aug 26, 2020 • 32min
Peloton Invests in Field Service as a Strategic Differentiator
Jamie Beck, VP of Field Operations at Peloton, joins Sarah to discuss the company’s perception of service as a strategic differentiator and how field operations is being used to deliver a first-class customer experience.
Aug 19, 2020 • 23min
Evaluating Today’s Wearable Technology Options
Sarah welcomes back to the podcast Roel Rentmeesters, Director of Global Customer Service at Munters, to discuss the company’s evaluation and addition of smart glasses to its merged-reality solution.
Aug 12, 2020 • 30min
Sub-Zero On the Criticality of Effective Training for Customer Experience
Tyler Verri, Customer Service Manager - Training and Installation Strategy at Sub-Zero Group, Inc., talks with Sarah about the crucial role training plays in ensuring a positive customer experience – particularly as Sub-Zero relies on third-party providers for service.
Aug 5, 2020 • 47min
Tim Baines of Aston Business School on Advanced Services Transformation
Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey.
Jul 29, 2020 • 29min
Darren Roos on the 2020 Gartner Magic Quadrant for Field Service Management
IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.
Jul 22, 2020 • 48min
Mita Mallick of Unilever on Having Courageous Conversations on Race
Mita Mallick, Head of Diversity and Inclusion and Cross-Cultural Marketing at Unilever, has an important discussion with Sarah about how to tackle courageous conversations on race, how to be an ally in both professional and personal settings, and how to foster greater diversity and inclusion.
Jul 15, 2020 • 23min
Ricoh’s Centralized Services Strategy
Sarah talks with Dr. Marlene Kolodziej, Vice President of Centralized Services at RICOH USA, Inc. about the company’s creation of a centralized services division, the journey from product to services provider, and her experiences leading virtually.
