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
Jul 24, 2019 • 26min
Is NPS Overrated?
Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts.
Click here to read more from Stacy on the Future of Field Service: https://www.futureoffieldservice.com/2018/12/07/turning-customer-experience-talk-into-action/
Jul 17, 2019 • 39min
Bell and Howell’s IoT-Fueled Service Transformation
Larry Blue, CEO of Bell and Howell, chats with Sarah about the company’s evolution to a service-based business and how digital transformation has played an important role.
Jul 10, 2019 • 36min
Gosiger’s Foundation for Field Service Success
Roger O’Connor, VP of Product Support at Gosiger, discusses the company’s three-pronged approach to service transformation: modernizing through technology, migrating to outcomes-based service, and developing effective KPIs to measure progress and success.
Jul 3, 2019 • 38min
Podcast Roundup – Top 10 Tips for Field Service Leaders
For those of you that haven’t caught each episode in full since the Future of Field Service podcast launched, we’ve curated what we feel are the top 10 insights shared by our guests to help you improve your business. We hope you enjoy! Here is a list of guests, and when you'll be able to hear them:
Tony Black: 01:11
Roy Dockery: 04:49
Greg Lush: 07:31
Marc Robitzkat: 12:59
Larry Wash: 16:07
Sasha Ilyukhin: 19:58
Maria Pallotta: 25:26
Josh Zolin: 27:36
Robin Butler: 31:19
Shannon Lucas: 35:14
Jun 26, 2019 • 33min
Ericsson’s Shannon Lucas On The Intersection of Innovation & Inspiration
Shannon Lucas, EVP of Emerging Business at Ericsson, talks with Sarah about why it is necessary for those tasked with innovation and change to determine how to tap into what inspires and recharges them and gives tips on how to do so.
To learn more about Catalyst Constellations, and to sign up for an upcoming retreat, visit http://catalystconstellations.com/
Jun 19, 2019 • 37min
4 Rules for Successfully Transforming a Service Operating Model
Robin Butler, Transformation Lead and Interim Director of Enterprise Field Service at BT, shares his hard-earned insight on what it takes to achieve positive outcomes when you’re faced with redesigning or introducing a new operating model.
Jun 12, 2019 • 32min
Bill Pollock on The State of Field Service
Industry analyst and founder of Strategies for Growth, Bill Pollock, shares his perspective on the state of the service industry and his thoughts on where it’s headed from here.
Jun 5, 2019 • 43min
Must-Read New Book: Blue Is The New White
Josh Zolin, CEO of Windy City Equipment and Author of new book Blue Is The New White, chats with Sarah about what led him to write a book about the appeal of the trades and how field service organizations can use this message to assist in recruiting efforts.
May 29, 2019 • 38min
3 Tips for Recruiting Women Into Field Service
Maria Pallotta, Chief of Staff at Canopy Lawn Care, gives her firsthand insight into what it takes to foster more diversity in field service.
May 22, 2019 • 46min
Tetra Pak's 5 Critical Considerations for Outcomes-Based Service Success
Sasha Ilyukhin, VP Industry 4.0 Solutions and Customer Success at Tetra Pak, shares with Sarah and listeners the lessons Tetra Pak has learned on its journey to an outcomes-based service model. Servitization is the future, and this episode gives wise words for those working to embrace a new way of operating.
