UNSCRIPTED

What if the future of service isn’t about fixing products — but maximizing customer outcomes?

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Ravichandra Kshirsagar, Digital Energy Services VP at Schneider Electric, to explore how service organizations can move from transactional delivery to outcome-based partnerships powered by AI, connectivity, and customer-centric operating models.

From designing products for service from the very beginning to creating entirely new roles like the Customer Performance Engineer, this conversation dives into the strategies shaping the future of field service and digital energy services.

Key topics include:

• Why services are becoming the biggest competitive differentiator
• Designing products and platforms for serviceability from inception
• Moving from break/fix models to outcome-driven partnerships
• How AI is transforming scheduling, planning, and service operations
• Organizing around customer segments instead of products
• The rise of the Customer Performance Engineer role
• Why traditional service playbooks are becoming obsolete

If you're navigating digital transformation, scaling service excellence, or exploring AI-enabled service models, this episode is packed with practical insights and forward-looking strategies.

🎧 Tune in now to learn how leading organizations are reimagining service delivery for the future.

What if your AI strategy is actually holding you back?In this episode of UNSCRIPTED, recorded on-site at Field Service Next West in San Diego, host Sarah Nicastro sits down with Jayda Nance, AI Product Owner at IBM, to cut through the hype and explore what it really takes to create value with AI.From problem-first thinking to proving value through pilots, this conversation challenges the “move fast” mentality and shows why moving smart is what actually drives results.🔑 What You’ll Learn- Why clear problem determination should come before any AI investment- The difference between automation vs. true AI—and when each is needed- Why pilots outperform MVPs when proving real business value- How to use a four-layer process framework (inputs, rules, actions, outputs)- Why mindset—not technology—is the biggest barrier to AI adoption- How early wins build trust and momentum across your organization💡 Key TakeawayAI isn’t a magic wand.The organizations seeing real results are the ones that focus less on trends and more on solving the right problems.👤 About the GuestJayda Nance is an AI Product Owner at IBM, where she leads strategy and execution for operational transformation across technology lifecycle services. With a background in engineering and innovation, Jayda brings a practical, problem-first approach to AI—helping organizations build solutions that actually deliver value.🎧 Listen & Learn MoreIf you're navigating digital transformation or looking to build a smarter AI strategy, this episode is packed with practical insights you can apply immediately.🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

What if you could resolve 95% of service issues without ever sending a technician on-site?

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Parker, Vice President for America’s Life Cycle Solutions at Johnson Controls, to explore how intelligent connected systems, AI-powered monitoring, and centralized command centers are transforming security and service delivery at iconic venues like Fenway Park.

From reducing costly truck rolls to enabling outcome-based service agreements, this conversation dives into what it really takes to scale service operations in today’s data-driven world.

What You’ll Learn:

• How proactive, connected asset management enables up to 95% remote issue resolution
• Why AI should act as a force multiplier, not a replacement for human judgment
• The importance of a “human in the middle” approach in high-risk environments
• How central command and field operations work together to deliver better outcomes
• Why outcome-based service agreements are quickly becoming table stakes
• How to design and launch managed services without execution gaps
• What makes high-density venues like stadiums uniquely complex to manage

Key Takeaway:

Connected assets, real-time visibility, and proactive service delivery are no longer optional—they’re essential for meeting modern customer expectations.

About the Guest:

Greg Parker is Vice President for America’s Life Cycle Solutions at Johnson Controls, where he leads the transformation of security operations and managed service delivery. His work in integrating AI, connected systems, and centralized monitoring has enabled organizations to scale operations, reduce costs, and deliver outcome-based service models.

Floris Regouin is Chief Visionary Officer at The New Tomorrow and author of Natural Intelligence, where he explores how 3.8 billion years of natural R&D can help leaders rethink organizational design, collaboration, resilience, and change.

In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Floris to explore how nature’s hidden playbook can reshape the way organizations operate. From starling murmuration's and lichen ecosystems to leverage points and adaptation, this conversation examines what leaders can learn from nature about moving smarter, building resilience, and navigating disruption in a world of constant change.

He explains:

▪️ Why nature offers a more adaptive model for leadership than rigid structures and protocols
▪️ What starling murmuration's can teach organizations about alignment, trust, and shared direction
▪️ Why resilience comes from diversity, experimentation, and collaboration
▪️ How imbalance and disruption can actually drive growth and adaptation
▪️ Why leaders need reflection, play, and room to experiment—not just more meetings
▪️ What nature reveals about leverage points and using less energy for greater impact
▪️ How to think about artificial intelligence through the lens of adaptation rather than fear
▪️ Why the real imperative for leaders today is simple: adapt or die

00:00 Intro
00:00:27 Floris Regouin’s Journey from Microbiology to Business
00:05:55 Seeing Differently: Why Nature Is the Ultimate R&D Lab
00:07:37 What Nature Knows About Optimization and Efficiency
00:08:17 Starling Murmurations and the Power of Simple Rules
00:12:26 Leadership Without Overcontrol
00:17:13 Signals, Shared Direction, and Organizational Alignment
00:18:50 The Microsoft Example: When Silos Undermine the Bigger Picture
00:23:02 Why Imbalance, Play, and Mistakes Matter
00:28:38 Resilience, Ecosystems, and Letting Go of Control
00:31:28 Lichen, Symbiosis, and the Strength of Collaboration
00:34:26 Parasites, Tension, and What Organizations Can Learn from Friction
00:37:09 Leverage Points and the Wisdom of the Eagle Owl
00:40:36 Why Leaders Need Reflection More Than More Meetings
00:43:51 Moving With the Currents Instead of Against Them
00:46:34 AI, Adaptation, and the Future of Work
00:54:30 Final Thoughts

This episode is for asset leaders, operations executives, and anyone rethinking how organizations can become more resilient, adaptive, and human in the face of complexity.

Follow Berend Booms on LinkedIn:
https://www.linkedin.com/in/berendbooms/

Follow Future of Assets on LinkedIn:
https://www.linkedin.com/company/future-of-assets

Learn more about Assets UNSCRIPTED:
https://www.futureofassets.com/

Learn more about the UNSCRIPTED podcasts:
https://www.futureoffieldservice.com/podcast/

In this episode of UNSCRIPTED, host Sarah Nicastro recaps the key insights, standout sessions, and pivotal conversations from Field Service Next West 2026 in San Diego.

From balancing globalization and localization to redefining the service value proposition, this episode explores how industry leaders are navigating the intersection of technology innovation, talent transformation, and culture-driven leadership. Sarah shares her personal reflections from the event, highlighting the themes that will shape the future of field service.

🔑 What You’ll Learn:

• Why standardizing and modernizing the tech stack is essential for scalable service
• How organizations are positioning service as a revenue and outcomes-driven engine
• The importance of customer obsession and truly listening to customer feedback
• How employer brand and “emotional salary” impact talent attraction and retention
• The role of technology and AI in strengthening field service culture
• Why leaders must balance innovation with strong execution of core business functions
• Creative approaches to recruitment and workforce development

🗣️ Featured Highlights:

Insights from the Women in Service Breakfast and Stand Out 50 Leadership Dinner

• Brad Haeberle, Executive VP Services Smart Infrastructure Services at Siemens, discusses striking the right balance between globalization and localization, and why standardizing the technology stack is essential for scalability.
• Sasha Ilyukhin, SVP of Services at Tetra Pak, shares insights on positioning service as a revenue engine and leveraging the Advanced Services Group’s “Four Es” framework—Explore, Engage, Expand, and Exploit—to continuously evolve customer value.
• Tanya Singh, CCO at Biotronics3D, emphasizes the importance of truly listening to customers, especially when it comes to understanding where organizations may be falling short.
• Marta Riggins, Strategic Consultant for Employer Brand and Engagement, introduces the concept of “emotional salary” and explains how strengthening employer brand is critical to addressing the industry’s talent gap.
• James Mylett, CEO at Smart Care, explores how technology can shape and strengthen field service culture—from amplifying recognition to improving work-life balance for frontline teams.
• Megan Schlam, VP US Services Execution (Operations) at Schneider Electric, discusses rethinking recruitment strategies and why there’s no one-size-fits-all approach to attracting the next generation of talent.

Timestamps

00:00 – Introduction from San Diego
00:01:40 – Globalization vs. Localization with Siemens
00:03:21 – Standardizing the Tech Stack for Scalability
00:04:08 – Service as a Revenue Engine & the “Four Es” Framework
00:05:03 – Redefining the Service Value Proposition
00:06:24 – Employer Brand & Emotional Salary
00:08:23 – Women in Service Breakfast Highlights
00:09:34 – Building Culture with Technology
00:11:33 – AI as a Partner in Precision Service
00:13:44 – Stand Out 50 Leadership Dinner
00:14:13 – Recruitment Reinvented with Schneider Electric
00:17:39 – Final Reflections & What’s Next

🔗 Helpful Links

Follow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland

Subscribe to The Insider Newsletter:
https://www.futureoffieldservice.com/newsletter

Follow Future of Field Service on LinkedIn:
https://www.linkedin.com/company/future-of-field-service

Learn more about the UNSCRIPTED podcast:
https://www.futureoffieldservice.com/podcast/

Jacob Brumbelow is a Service Technician at MaxAir Mechanical who discovered that the trades offered far more opportunity, growth, and fulfillment than the college path he once assumed was his only option.

In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Jacob to explore how younger technicians think about loyalty, growth, leadership, and career development—and what companies need to understand if they want to attract and retain the next generation of frontline talent.

He explains:

▪️ Why the trades deserve more visibility as a meaningful career path
▪️ How younger talent defines loyalty differently than older generations
▪️ Why growth opportunities matter so much in attracting and retaining technicians
▪️ What senior leaders often misunderstand about younger frontline workers
▪️ How feeling heard and included can make a major difference in retention
▪️ Why younger technicians want to understand the “why,” not just follow instructions
▪️ How leadership development can open new career possibilities early on
▪️ Why trying new things matters more than following the path you think you’re supposed to take

00:00 Intro
01:08 Jacob’s Journey from College to HVAC
03:34 Apprenticeship, Journeyman Path, and Career Progression
06:41 Challenging Stereotypes Around the Trades
08:24 Family Support and Rethinking Career Assumptions
10:55 Why HVAC Clicked and What Makes the Work Fulfilling
12:48 What Younger Talent Wants: Growth, Opportunity, and Purpose
14:02 Why Feeling Heard Matters More Than Leaders Realize
16:28 Generational Differences in Motivation and Career Outlook
21:02 Inside MaxAir Mechanical’s Leadership Academy
23:38 Building Confidence Through Public Speaking and Development
28:15 Redefining Leadership as Service
32:29 What Younger People Should Know About Career Paths in the Trades
35:35 What Senior Leaders Get Wrong About Younger Talent
39:16 Final Advice for Younger Listeners
40:30 Closing Thoughts

This episode is for service leaders, frontline managers, and anyone thinking about how to better attract, develop, and retain younger talent in field service.

Follow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland

Subscribe to The Insider Newsletter:
https://www.futureoffieldservice.com/newsletter

Follow Future of Field Service on LinkedIn:
https://www.linkedin.com/company/future-of-field-service

Learn more about Frontline UNSCRIPTED:
https://www.futureoffieldservice.com/podcast/

What if the biggest gap in field service today isn’t operational but commercial?

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Vivek Swaminathan, Director of Products & Solutions for Digital Workplace Services at Unisys, to explore why field service must be treated as a strategic differentiator, how to align pricing with the true value being delivered, and what it really takes to move from cost center thinking to growth-driven service models.Vivek shares practical insights on bridging the gap between execution and strategy, articulating value in a digital-first world, and why human-machine collaboration is key to unlocking the next phase of service excellence.Whether you're navigating pricing challenges, investing in AI and automation, or rethinking the role of field service in your business, this conversation offers a clear, real-world perspective on what comes next.

What You’ll Learn:

▪️ Why field service is no longer a back-office function—but the face of your brand

▪️ The “value gap” in service pricing—and how to close it

▪️ Why execution must match commercial strategy to avoid margin erosion

▪️ How to articulate value beyond time on-site in a digital-first service model

▪️ The role of human-machine collaboration in driving better outcomes

▪️ Why operational excellence is now the baseline—not a differentiator

▪️ How service organizations can shift from cost control to growth enablement

Key Moments:

00:00 Intro

02:19 Why Field Service Is the Face of the Brand

08:12 Human + Technology: Why Collaboration Matters

10:44 The Value Gap in Service Pricing

13:07 Selling Value Beyond On-Site Time

16:01 Why Execution Determines Success

19:44 Operational Excellence Is Now the Baseline

23:24 Moving Beyond Efficiency to Experience

26:34 Unlocking Growth Through Field Service

28:52 From Cost Center to Growth Engine

31:48 The Rise of Outcome-Based Models

33:44 Final Thoughts

About the Guest:

Vivek Swaminathan is Director of Products & Solutions for Digital Workplace Services at Unisys. With nearly two decades of experience across service delivery, presales, and global transformation initiatives, Vivek brings deep expertise in field service strategy, commercial models, and digital innovation. His work focuses on helping organizations unlock value through better alignment of technology, execution, and customer outcomes.

🔗 Learn More:

Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland

Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service

Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/

Explore more UNSCRIPTED episodes:https://www.futureoffieldservice.com/podcast/

David Alazraki is a Partner in PwC’s Field Service and Operations Practice, where he helps enterprise organizations modernize field service operations across asset-intensive industries. With nearly two decades of experience, he brings deep expertise in digital transformation, platform strategy, and operational excellence.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with David to explore how field service management has evolved—from fragmented tools to connected platforms—and what leaders must focus on next to build resilient, future-ready operations.

He explains:

▪️Why not every requirement is a “key decision”—and how to avoid unnecessary customization
▪️Why operational excellence is now table stakes, not a differentiator
▪️The “Connected Platform Vision” and why field service cannot operate in isolation
▪️How to navigate a fragmented vendor landscape without decision paralysis
▪️Why consolidation and integration matter more than ever
▪️How AI acts as an amplifier—not just an efficiency tool
▪️Why domain and industry expertise are critical to transformation success
▪️How to make smarter, faster decisions that actually move the needle

Follow Along:

00:00 Intro
00:02:33 The Field Service Management Inflection Point
00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation
00:09:51 The Connected Platform Vision Explained
00:16:41 Key Decisions vs Customization
00:24:17 Aligning Decisions to Your Vision
00:31:46 Navigating a Fragmented Market
00:37:09 Service as a Growth Engine
00:41:05 Why Operational Excellence Is No Longer Enough
00:42:12 AI as an Amplifier, Not Automation
00:48:29 Why Domain Expertise Matters More Than Technology
00:51:47 Lessons from Endurance Racing
00:53:57 Key Takeaways & Final Thoughts

🔑 Who This Episode Is For

This episode is essential for:

• Field service leaders navigating digital transformation
• Operations and service executives evaluating new platforms
• Organizations dealing with vendor fragmentation and complexity
• Teams looking to scale service while managing workforce challenges

• Field service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystem
• The biggest transformation risks aren’t technical—they’re decision-making and change management
• AI’s real value lies in scaling capability and resilience, not reducing headcount
• Success requires industry expertise, domain knowledge, and technical delivery working together

🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:
https://www.linkedin.com/in/sarahhowland

Subscribe to The Insider Newsletter:
https://www.futureoffieldservice.com/newsletter

Follow Future of Field Service on LinkedIn:
https://www.linkedin.com/company/future-of-field-service

Learn more about UNSCRIPTED:
https://www.futureoffieldservice.com/podcast/

Key words: field service management, FSM, field service transformation, digital transformation, service operations, AI in field service, service leadership, field service software, asset management, service strategy, connected platform, servitization, operational excellence

MAKEEN Energy is a global engineering and technology company serving the energy sector in more than 100 countries. In this special two-host episode of Assets UNSCRIPTED, Berend Booms and Sarah Nicastro sit down with Rui Melo Ferrera, Corporate Maintenance & Asset Manager at MAKEEN Energy, to explore how digitalization is transforming asset management, field service, and service-led business growth.In this conversation, Rui shares how MAKEEN Energy moved from fragmented tools to a more unified digital approach, why data and transparency are essential for performance-based service models, and how digital transformation helps service organizations move from reacting to problems to predicting and preventing them.

He explains:

▪️How digitalization helps shift from selling equipment to delivering service outcomes

▪️Why data is the foundation for asset performance management and servitization

▪️How MAKEEN Energy builds a complete “picture of the moment” for customer assets

▪️Why transparency strengthens customer trust and long-term service relationships

▪️How one service visit can demonstrate measurable impact and drive contract growth

▪️How digital tools remove friction from frontline work and improve technician experience

▪️Why modernizing field roles is essential for attracting the next generation of talent

▪️Why listening to frontline teams is critical for successful change management

00:00 Intro

00:55 Meet Rui Melo Ferrera at MAKEEN Energy

02:15 From Fragmented Tools to One Unified Platform

05:25 Why Portugal Became a Benchmark for Digital Transformation

06:44 Building a Complete Picture of Customer Assets

10:47 When Data Becomes Non-Negotiable

12:14 The Future of Predictive Asset Intelligence

14:40 How Digitalization Enables Servitization

17:53 The Shift Toward Performance-Based Contracts

19:25 Using Transparency as a Competitive Advantage

21:49 Demonstrating Impact and Building Long-Term Partnerships

25:55 Removing Friction From Frontline Work

30:04 Modernizing Field Roles to Attract Talent

32:05 Change Management Lessons: Listen, Personalize, Support

36:40 Key Takeaways and Final Thoughts

Follow Berend Booms on LinkedIn: https://www.linkedin.com/in/berendbooms/

Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets

Learn more about Assets UNSCRIPTED: https://www.futureofassets.com/

Learn more about the UNSCRIPTED podcasts: https://www.futureoffieldservice.com/podcast/

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn’t external—but internal—and how releasing ego, overcoming fear, and challenging what you’ve normalized can unlock real, lasting transformation.

He explains:

▪️Why competing with others limits your growth—and how to focus on your true capacity

▪️How ego shows up as “looking good vs being good” in leadership

▪️Why fear doesn’t stop action—but stops boldness and authenticity

▪️The concept of “perception prison” and how it silently holds people back

▪️The two hidden blockers of performance: shame and unforgiveness

▪️Why releasing disappointment is a daily decision—not a feeling

▪️The 4-step practice to stay grounded and lead with an open heart

▪️How “normalize, rationalize, actualize” shapes your results and long-term success

Follow along:

00:00 Intro

01:20 From the Caribbean to Transformational Leadership

12:00 Stop Competing Against Others, Compete Against Yourself

18:46 Fire Your Representative: Lead With Authentic Confidence

26:03 Fear Doesn’t Stop Action—It Stops Boldness

35:47 The Decision Precedes Ability: Releasing Disappointment

45:33 The Power of Perspective Over Perception

49:44 Seven Minutes of Solitude: Open Hands, Open Heart

52:45 Challenge Your Norms: What You Normalize, You Actualize

56:00 Key Takeaways & Final Thoughts

Follow Sarah Nicastro on LinkedIn:

https://www.linkedin.com/in/sarahhowland/

Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/

Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/

Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets/

Learn more about the UNSCRIPTED podcast: https://futureoffieldservice.com/podcast/