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 11, 2019 • 25min
Beyond Customer Satisfaction to Customer Bliss
Sarah chats with Jeanne Bliss, Founder and CEO of Customer Bliss and Author of four CX-related books for some tactical advice on what it takes in today’s competitive landscape to truly set yourself apart with your customers.
Dec 4, 2019 • 23min
How Customer Needs Are Shaping The Technician of The Future
Tables are turned in this replay of an interview Sarah recently participated in for the Preparing Technicians for The Future of Work podcast.
Nov 27, 2019 • 25min
Arrow Tackles Change Management Head On
Mickey Thomas, Vice President of Customer Care and Inside Sales at Arrow Exterminators, shares with Sarah how the company has conquered a major PestPac upgrade by focusing heavily on change management.
Nov 20, 2019 • 27min
The Field Technician of The Future
Rich Smith, Vice President, Product and Services Division at Komatsu America Corp., chats with Sarah about how evolving customer expectations, technology advancements, and talent challenges are contributing to what the technician of the future will look like.
Nov 13, 2019 • 36min
Baker Hughes’ Digital Transformation Journey
Carlos Gomez, Regional Services Director for North America at Digital Solutions, a division of Baker Hughes, joins Sarah to discuss the company’s goals, wins, challenges, and lessons learned on its digital transformation journey.
Nov 6, 2019 • 35min
Embracing Customer-Driven Disruption
Suman Sarkar, international consultant and author of the new book Customer-Driven Disruption, joins Sarah to discuss some of the barriers holding companies back from attaining true customer-centricity.
Oct 30, 2019 • 24min
Managing a Mature Service Organization
David Douglas, VP of Service Management at Scientific Games, talks with Sarah about how to focus on continuous improvement and innovation in a mature service organization.
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.
