UNSCRIPTED

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave (Cob) Mencarini, Program Manager for Remote Service at Ecolab, to explore how organizations can revolutionize their service delivery through remote capabilities. Drawing from his experience transitioning from a 26-year Navy submarine career to leading Ecolab's global remote assist program, Cob shares insights on achieving 20% higher first-time fix rates, driving customer satisfaction, and successfully managing change resistance.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, to explore the company’s comprehensive service overhaul. Learn how Alcon partnered with Disney to refresh its take on the customer experience, built a foundation for global standardization, and is now leveraging generative AI to take service delivery to the next level. This conversation offers practical insights on managing change, engaging employees, and creating lasting business impact across a global organization.

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring individuals who are transforming the service landscape. Tune in to hear about the distinguished judging panel and important dates for this important opportunity to recognize service leaders.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veteran hiring programs, this conversation offers practical insights. Tune in to discover why professional candor, clear expectations, and authentic leadership are crucial for success in today's business landscape.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced environment, this conversation offers practical insights on putting yourself first to better serve your team and organization.

Sarah shares an overview of session highlights as well as her personal observations of Field Service Palm Springs 2025.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Faisal Hoque, serial entrepreneur, business strategist, and bestselling author, to explore the delicate balance between AI advancement and human potential. From distinguishing consumer AI from enterprise initiatives to understanding the concept of regenerative leadership, this conversation tackles how organizations can harness AI's power while preserving what makes us uniquely human.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Berend Booms, Head of EAM Insights at IFS Ultimo, to explore the evolving landscape of Enterprise Asset Management and its critical role in service transformation. Berend and Sarah also discuss their mentee/mentor relationship as well as share honest insights about a topic they bond over: balancing professional ambitions with family life.

In a brief solo episode, Sarah provides an update on Future of Field Service events for 2025 plus a sneak peek into a few other exciting things in the works!

Inthis episode of UNSCRIPTED, host Sarah Nicastro welcomes Amer Iqbal, a sought-afterspeaker who has spent the last 20 years leading innovation at some of theworld’s top companies including as the Head of Digital Transformation, APAC atMeta and Director of Digital Strategy & Innovation at Deloitte Digital.Amer joins Sarah to discuss some of the themes from his upcoming book, The 5Ways to Innovate.