UNSCRIPTED
By Future of Field Service
UNSCRIPTEDJan 29, 2020
ABB’s Use of AR and AI to Modernize Field Service and Transform CX
In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Stuart Thompson, President of the Electrification Service Division at ABB, for a discussion around the criticality of continual innovation when it comes to leveraging technology but also advice for a pragmatic approach to drive success.
Stuart manages a global business generating $1.2 billion in revenue, overseeing over 3,000 service professionals across 50 countries. Promoted in 2022, he now leads the newly established Electrification Service Division. Previously, he served as Global Product Group Service Leader at ABB Electrification and Electrification Distribution Solutions, following his tenure at GE Power.
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What Are Savvy Consumers of Outcomes-Based Services Seeking?
In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Alastair Winner, Partner and Co-Founder of Mossrake Group, for an in-depth conversation about what service providers need to consider in successfully positioning outcomes-based services.
Alastair is an entrepreneur, consultant, and business leader with vast experience in enhancing management across the service value chain. Skilled in leveraging best practices, Alastair effectively drives business outcomes through services, digital technology, and strategic management in sales, marketing, and communications.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
Service Transformation: Lessons Learned and Opportunities Ahead
In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Ralf Bootz, Services and Solution Delivery Lead for International Markets at Philips, to discuss what he has learned over his 24+ year career with the company about how organizations and leaders must constantly reinvent themselves to remain relevant.
Ralf is a Change and Transformation Manager, a certified Six Sigma Program Manager, and a Lean Master who has effectively led major performance and change initiatives, enhancing customer satisfaction, revenue, and profit margins. His experience includes managing large teams through strategic leadership, strong interpersonal communication, and relationship-building skills.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
Creating CX That Fuels Business Growth
In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Joseph Michelli, Professor of Service Excellence at Campbellsville University and New York Times #1 Bestselling Author, to talk about how service organizations can achieve success in creating differentiation through customer experience.
Joseph is a globally renowned speaker, author, and consultant known for sharing expert business practices to create joyful and productive work environments with a focus on customer experiences. He is also a Certified Customer Experience Professional and CEO of The Michelli Experience.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
A Data-Driven Approach to Field Service Success
In this episode of the Unscripted podcast, host Sarah Nicastro is joined by Ken Marsh, Manager of National Service at Marmon Foodservice Technologies, for a discussion around her favorite topic: data. Ken shares what KPIs are most important for service today, advice for what makes data most impactful, and thoughts about AI’s impact.
A Sneak Peek at Some Exciting News!
In this episode of the Unscripted podcast, host Sarah Nicastro fills listeners in on some exciting changes they can expect to notice with the podcast, some improvements as the former Future of Field Service Podcast hits a milestone, and what the live event landscape will look like for 2024.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts and to our newsletter: https://www.futureoffieldservice.com/the-insider/
A Multifaceted Approach to Creating Sustainable Service with Sarah McKay
In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Sarah McKay, Vice President of Service Delivery at Concentrix, to discuss her career as a woman in service, her passion for sustainability, and the connection between diversity and sustainability.
Sarah is an experienced Diversity, Equity, and Inclusion (DEI) leader dedicated to fostering inclusive spaces where people of various backgrounds can flourish. With over 26 years in the field, she began her journey as a Team Lead at HCL BPO. By 2006, she advanced to Concentrix, where she effectively managed a multicultural team across various domains, including digital, social media, technical support, customer service, and sales.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
Equity is Everyone’s Responsibility with Daniel Trabel
In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Daniel Trabel, Director of Field Service EMEA at Thermo Fisher Scientific, to share the success his organization has had in bringing more women into field service roles and why he feels those who ignore the need to take action to improve diversity will fail.
Daniel is a committed and visionary leader in service with a proven track record in the clinical diagnostics, life science, medical device, and biotechnology sectors. Before joining Thermo Fisher Scientific, he served as a Service Manager at Germany South for Waters Corporation, a Service Engineer at Cochlear, and held multiple roles at Bio-Rad Laboratories.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
A Look Back on 32 Years as a Woman in Service with Dot Mynahan
In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Dot Mynahan, who recently retired from her role as Executive Director of Field Operations at Otis Elevator after nearly 32 years with the company, to discuss her journey and her thoughts on the International Women's Day theme of inspire inclusion.
Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee, maintenance supervisor, branch manager, general manager, regional field operations manager, senior regional field operations manager, and Director of Field Operations for Latin America.
Dot's passion lies in coaching and guiding fellow employees, enabling them to excel at Otis. She co-founded and co-led FORWARD, an innovative global Employee Resource Group aimed at recruiting, retaining, and mentoring women within Otis field operations. Since its beginning in Spring 2017 with just 12 members, FORWARD has expanded to over 500 members worldwide.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider/
How We’re Celebrating International Women’s Day
In this episode of the Future of Field Service podcast, host Sarah Nicastro discusses how Future of Field Service plans to celebrate this year’s International Women’s Day theme of inspiring inclusion and shares some of her favorite words of wisdom from women featured on the podcast this past year.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.
Aligning Service Skills to a Modern Value Proposition with Frank Odogu
In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Frank Odogu, Director of Lifecycle Services at Atlas Converting Equipment, for a discussion around moving beyond seeking only technical skill in service and taking a more holistic talent approach to meet future needs.
Frank has over eight years of leadership experience in the global service sector at Atlas Converting Equipment, where he is committed to providing outstanding customer support and leading revenue growth. Frank holds a Six Sigma Green Belt certification and is highly skilled in IIoT solutions, process engineering, and enhancing manufacturing processes.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.
Creating a Customer-Centric Service Sales Approach with Hany Salah
In this episode of the Future of Field Service podcast, host Sarah Nicastro is joined by Hany Salah, Head of Services Sales at Schneider Electric, to dive into skills, approaches, and tactics in selling today’s service solutions. They also touch on storytelling, customization, and talent challenges.
Hany has over 23 years of experience, mostly in the service sector, and has been working at Schneider Electric since 2008, now leading the service sales team for North East Africa. Besides his corporate role, Hany has a parallel career in education and learning, serving as a certified instructor and consultant in project management, accredited by the Project Management Institute and the Egyptian Syndicate of Engineers.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.
The Art of Leading with Roy Dockery
In this episode of the Future of Field Service podcast, host Sarah Nicastro welcomes back Roy Dockery, Vice President of Field Operations at Flock Safety and author of the new book "The Art of Leading," for a discussion around the mindset and practices that lead to impactful and effective leadership.
Roy stands out as a transformative leader in the service sector, keynote speaker, and creator of an innovative leadership model based on truth, love, and empathy to enhance impact. His background as a millennial executive and former military personnel has trained him to effectively manage diverse, cross-generational teams across various industries.
Through his book, "The Art of Leading: Truth, Love and Empathy in Action," Roy shares this model with 13 fundamental principles, providing real examples of their application. He was also recognized as one of Hot Topic's top 100 Service Visionaries by a panel of global industry experts. Moreover, Roy is the voice behind the Savage Truth Podcast, a music artist, and an internationally recognized public speaker.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts.
Six Levers to Improve Employee Satisfaction in Field Service
In this episode of the Future of Field Service podcast, host Sarah Nicastro draws on recent enlightening conversations to compile a list of six focus areas that leaders should be prioritizing to improve employee engagement and satisfaction in field service.
Powerful Innovation in a Changing World
Sarah welcomes back Dan McClure, System Innovation Architect and Choreographer, Innovation Ecosystem, and co-author of the soon-to-be released book Do Bigger Things: A Practical Guide for Doing Powerful Innovation in a Changing World to discuss how innovation will change in the next five years and how technologies like AI are impacting the ways organizations innovate
The State of Service in 2024
Sarah shares her thoughts on what will take focus in 2024 for organizations focused on field service.
Building Competence in Service – Today and Into the Future with Alfa Laval
In a session from the Stockholm Live Tour, Sarah talks with Ann Sørensen, Global Competence Development Manager at Alfa Laval about how to build competence in service for today’s needs but also with an eye to the future. This conversation touches on training of the front line workforce and career pathing to leadership development and employer branding, and a variety of other topics that factor into an effective talent strategy.
Tetra Pak’s Proven Ways of Supporting Field Force Wellbeing
Sarah is joined by Marco Hugo Guiterrez, VP of Customer Service Operations, EMEA at Tetra Pak, who shares a detailed look at how the company is putting more emphasis on employee engagement and working to promote and maximize field force wellbeing.
Vattenfall Customer Service's Prize-Winning People First Strategy
In this episode, Sarah welcomes Caroline Häggström Marklund from Vattenfall to discuss their award-winning people-first strategy in customer services. Caroline shares the evolution of Vattenfall's people-first approach, highlighting the shift from focusing on performance to prioritizing employee well-being. The conversation also delves into Vattenfall's achievements, including winning the Swedish Union's HBTQI award for inclusivity and earning the Great Place to Work certification.
Tune in to gain valuable insights into building trust, debunking the myth of a "soft" people-first approach, and creating a workplace culture that truly puts its people first.
Happy Holidays
Sarah and one of her little elves share a holiday message.
The Top 10 of 2023
Sarah shares her selections for the Top 10 Future of Field Service podcasts of 2023.
2023 Retrospective Takeover
The tables are turned in this episode as Roy Dockery, VP of Field Operations at Flock Safety, interviews Sarah about here 2023 predictions and how accurate she feels she was. The two also discuss some of the industry events they both attended and reflect on overall trends of the year.
A Service Transformation Deep Dive with Electrolux
In a session from the Future of Field Service Live Tour event in Stockholm, Sarah talks with Kristoffer Brun, Services & Repair Transformation Manager; Anna Mezzanotte, Service Operations Product Domain Expert; and Peter Sandkvist, Transformation Manager, Electrolux for an inside look at lessons learned and wins celebrated from its current global service transformation.
What I’ve Learned About Leadership Through My Breast Cancer Journey
Sarah welcomes back Linda Tucci, Senior Global Director, Technical Solutions Center, Ortho Clinical Diagnostics, for a vulnerable and inspiring conversation around how she’s navigated a breast cancer diagnosis while continuing to show up as a leader.
Field Service Connect 2023 Recap
Sarah gives a synopsis of what stood out to her most from the presentations and discussions at Field Service Connect in Denver, CO last week.
Shifting Focus from Customer Service to Customer Succes
Sarah talks with Mark Hessinger, SVP Global Customer Success at 3D Systems, about what it takes to break down silos within the service lifecycle and truly create a customer-in, customer-centric organization.
Bringing Service into the DNA of a Historically Product-Centric Business
In a session from the Future of Field Service Live Tour stop in Dusseldorf, Sarah talks with Lucas Rigotto, CSO of GEA, about what it takes to make – and keep – service top of mind in a business with a rich legacy of manufacturing products.
Field Service Europe 2023 Recap
Sarah shares some of the biggest themes and interesting discussions that took place last week at Field Service Europe in Amsterdam.
Reimagining Change Management for Today’s Service Needs
Sarah talks with Sara Smith, Director of Global Service Change Enablement at Waters Corporation, about her experience transitioning into a career as a woman service engineer and about what she’s learned in her current role leading global service change enablement for her company.
Live Tour 2023: Stockholm Highlights
Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Stockholm on October 10th.
Top 100 Service Visionaries: Awards Recap
Sarah shares insight from the awards ceremony for the inaugural Hot Topics’ Top 100 Service Visionaries which took place last week at the iconic Abbey Road Studios in London.
Reimagining the Role of the Field Technician for 2025, 2030 & Beyond
In this session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Ravichandra Kshirsagar, VP Digital Buildings & Global Commercial, Schneider Electric who explains why and how Schneider prioritizes discussions about the future and shares what the company has done to reimagine what the role of the field technician will look like in 2025, 2030, and beyond.
Creating a Culture of Safety in Field Service
Sarah welcomes Franklin Maxson, VP Field Services, North America at Socomec for an important conversation on safety. Franklin touches on what works well in terms of policy and leadership but also why a top-down safety approach will never be enough.
Transformational Leadership in the AI Era
Sarah talks with Dr. John Chrisentary, former Director of Global Technical Services and Technical Fellow at Medtronic, about the difference between transactional and transformational leadership, why transformational leadership is so important in today’s service landscape, and how advanced technologies like AI present distinct challenges – and opportunities – for transformational leaders.
3 Pillars of GEA’s Service Transformation
In a session from the Future of Field Service Live Tour in Paris, Sarah talks with Sebastien Garric, Director Service Liquid and Powder Technologies, France and Maghreb at GEA Group, about the company’s focus on mindset, customer experience, and operational efficiency.
Balancing Today’s Business Needs with Preparation for the Future of Field Service
In a session from the Future of Field Service Live Tour stop in Dusseldorf, Sarah talks with Jan Helge Bruemmer, Global Field Service Manager, Global Service Operations at Alfa Laval about striking the appropriate balance between investing in the future with what’s required for today’s (short-term) performance, especially when those two things seem to be at odds.
An Organizational Scientist on Building Effective Teams & Managing Change
Sarah welcomes Dr. Josh Elmore, Principal Consultant at Court Street Consulting and Adjunct Professor at both Columbia University and the City University of New York, to discuss how concepts of industrial and social organizational psychology factor in to what’s demanded of today’s leaders in building strong teams and leading through change.
Field Service Hilton Head 2023 Recap
Sarah checks in from WBR’s Field Service Hilton Head event to share thoughts on topics being covered and discussions taking place.
How Can Service Leaders Nurture Empowerment?
Christine Miners, Managing Director of Verity International and Rick Lash, President of Rick Lash Consulting, co-authors of Once Upon a Leader: Finding the Story at the Heart of Your Leadership, join Sarah to talk about some of the challenges today’s leaders face and provide some practical advice for avoiding common missteps and mindset traps that work against intended impact.
Smart Care’s Tenets of Scalable Service Success
In a session from the Future of Field Service Live Tour stop in Minneapolis, Sarah talks with Gyner Ozgul, President and COO of Smart Care Equipment Solutions about the company’s approach creating scalable success, particularly in a highly acquisitive business. From customer experience and digital transformation to company culture and talent development, Gyner talks about the factors that Smart Care prioritizes in creating growth that meets the needs of the business, its customers, and its employees – not only today but into the future.
Is the Soft Skills Gap Growing?
Sarah welcomes back Lauren Winans, CEO & Principal Consultant of Next Level Benefits, to discuss the factors that are contributing to service organizations’ mounting concern over finding and nurturing soft skills and sheds light on what steps can be taken to ensure the soft skills gap doesn’t widen.
Culligan’s Approach to Business and IT Partnership
In a session from the Future of Field Service Live Tour in Paris on May 24th, Sarah talks with Emmanuelle Duchesne, Customer Service Director and Stéphane Dabas, IT Director, both of Culligan, about how they work to create a business and IT partnership that delivers superior customer and employee experiences.
Breaking the (Outdated) Field Service Mold
Sarah welcomes Anthony Billups, North America Vice President of Sales and Market Development at Comfort Systems USA, for an open discussion on some of the historical thinking and practices that are holding field service industries back from success in today’s landscape and what needs to change in terms of a fresh approach.
The Pillars of Transformation in Focus at Fnac/Darty
In a session from the Future of Field Service Live Tour stop in Paris, Sarah talks with Marie Cobessi, Director, After-Sales Service Projects & Transformation at Fnac/Darty about how the company prioritizes transformation projects, what’s in focus at the moment, and how we can attract more women to the field service space.
Konica Minolta’s Remote by Default Mission
In a session from the Future of Field Service Live Tour stop in Birmingham, UK, Sarah talks with Ged Cranny, Sr. Consultant, Konica Minolta Business Solutions Europe about how Konica Minolta is stepping up to face the realities of why, when, and how service delivery is evolving by putting in place a remote-by-default approach.
Live Tour 2023: Düsseldorf Highlights
Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Düsseldorf on June 21st.
Live Tour 2023: Minneapolis Highlights
Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Minneapolis on June 15th.
Debunking the Myths that Impede Workplace Inclusion
Sarah welcomes back Mita Mallick, corporate change-maker and Chief Diversity Officer at Carta who is soon to release her first book: Reimagine Inclusion: Debunking 13 Myths to Transform Your Workplace.
RICOH’s Mindset Meets Toolset Approach to Remote Service
Sarah welcomes Darren Elmore, GM of Service for RICOH New Zealand to discuss the major changes he sees in service delivery and how the company has embraced the possibilities of remote service.
Live Tour 2023: Paris Highlights
Sarah shares a synopsis of the topics discussed at the Future of Field Service Live Tour 2023 stop in Paris on May 24th.