UNSCRIPTED

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dr. Kawal Kapoor, Research Manager at the Advanced Services Group of Aston Business School, and Sandra Benbow, Senior Industrial Fellow and Servitization Mentor, for a discussion based on both their research and hands-on work with firms, about how coalitions play a valuable role in the Servitization journey.

Kawal oversees research for the Advanced Services Partnership, focusing on publishing in top peer-reviewed journals and creating executive workshops and mini-guides on servitization. In her book, Servitization Strategy, she explores outcome-based business models, known as Advanced Services Business Models, offering practical guidance on how firms can innovate these services through servitization.

Sandra is a business growth coach, ecosystem builder, and innovation champion. Over the last twenty years, she has helped over 400 founders and senior executives launch, scale, and grow their businesses. Sandra is also a Business Growth and Management Coach for the Evergreen Coaching Group and an ITU Digital Ecosystem Expert at the International Telecommunication Union.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Michael Galon, Director of North America Service Operations at The Coca-Cola Company, for a conversation about honoring Coca-Cola's rich legacy and embracing innovation in a fast-paced market, as well as staffing challenges, AI, and maintaining service excellence. 

Michae is responsible for overall equipment services strategy at Coca-Cola, including installation, repair and project execution for the foodservice and on-premise organization of North America Operating Unit. He leads a high-performing team of 14 Service Operations Managers, Commercialization and Development Managers in the execution of the equipment service strategy through the performance management, alignment and oversight of $300MM spend with over 620 service providers across the United States and Canada.

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In this episode of the Unscripted podcast, host Sarah Nicastro reveals the 33rd edition of the Future of Field Service Standout 50 Leaders, celebrating exceptional service leaders who drive innovation and customer-centric strategies in the industry. Sarah highlights the evolving service delivery landscape and the crucial and often behind-the-scenes roles these leaders play in motivating teams and navigating modern business challenges. With insights from a panel of industry experts, she discusses the critical traits of the Standout 50. She announces an upcoming report featuring valuable data on people, processes, and technology in the service sector. Join Sarah as she recognizes these impactful leaders and shares how to stay updated on their findings!

Sarah Nicastro is a passionate advocate for the power of human connection and service evolution. Since 2008 she first stumbled into the field service industry, she has been captivated by the transformation of service from a cost center to a strategic driver of innovation and growth. Through meaningful conversations with business leaders, Sarah uncovers insights that inspire and inform others. Her mission is to prove that it’s possible to love family, work, and the world simultaneously while building a community that shares knowledge, forms lasting relationships and creates a positive impact.

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes back Roy Dockery, Author of The Art of Leading, for a discussion filmed at Future of Field Service Live in Stockholm on what leadership traits do (and don’t) create impact. Since this discussion, Roy has also taken the role of the Director of Field Service Research at TSIA.

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. 

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In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ben Williams, Director of Service Operations for Americas at 3D Systems, for a conversation around his advice to “be brilliant on the basics,” how that differs from the idea of mastering the basics, and what basics in service demand regular attention.

Passionate about service and additive manufacturing, Ben helps companies harness technology to drive innovation, growth, and customer satisfaction. With vast experience in prototyping and manufacturing, he had witnessed the transformative impact of additive manufacturing on businesses firsthand.

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In this episode of the Unscripted Podcast, host Sarah Nicastro gives an update on the upcoming announcement of the Future of Field Service Stand Out 50 leadership awards, a look into plans for Future of Field Service x IFS Unleashed, and a heads up on upcoming research to watch for.

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In this session from Future of Field Service Live in Cologne, host Sarah Nicastro talks with Joern Lindstaedt, VP of Global Customer Service at Rolls Royce Power, about the company’s famous “power by the hour” innovation and how an early start at Servitization translates to a culture of continual innovation.

Joern brings over 20 years of experience in customer and product support across aviation, transportation, and power generation. He has vast experience leading global, cross-functional teams and driving the development and implementation of worldwide service support strategies and MRO networks.

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In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Tim Spencer, VP for North American Operations at Interblock Gaming, to reflect on what’s changed (or not) related to leadership, technology, talent, and customer-centricity over his 35+ year career.

Tim has a wealth of experience from his roles at BUNN, Scientific Games, WMS Gaming, and as an Independent Consultant. He specializes in field and customer services, manufacturing and printing operations, sales management, and executive leadership.

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In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Andy Schneider, European Vice President of Services and Support at Canon EMEA, to share the company’s five-pillar service strategy and why the relevance of service is near and dear to his heart.

In his role, Andy's key focus is on driving growth and excellence in Canon's Digital Printing & Solutions unit by optimizing service delivery and leading cross-functional teams to consistently deliver outstanding results. Before that, Andy held senior roles at companies such as Spigraph, DICOM, Kofax, and more.

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

In this episode of the Unscripted Podcast, host Sarah Nicastro welcomes Joe Molesky, SVP at Sodexo for a conversation about why leadership is so important in service today when it comes to attracting quality talent and creating an effective culture, how his own approach has evolved over his career, and the role mindfulness plays in his leadership today.

As a leader known for his expertise in enterprise transformation, Joe is committed to driving improvement across all areas of business. His focus lies on executing strategies that create significant value for customers. Joe's goal is to design actionable plans, build inclusive teams, optimize operations, and foster a high-performance culture centered on delivering exceptional customer value.

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