In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Eduardo Bonefont, former worldwide VP of Technical Services at BD, to explore the art of intentional leadership. Eduardo shares profound insights on mastering presence, maintaining emotional consistency, and leaving a lasting legacy through what he calls the "unfinished portfolio." Whether you're approaching retirement or seeking to maximize your leadership impact, this conversation offers practical strategies for protecting your time, driving innovation, and creating meaningful change.
In a solo episode, UNSCRIPTED host Sarah Nicastro shares key updates following the announcement of the 2025 Standout 50 leaders, detailing new newsletter (re)launches, community initiatives, and upcoming research projects.
In this candid episode of UNSCRIPTED, host Sarah Nicastro and Gyner Ozgul, CEO of Fortis Fire and Safety, dive deep into the personal side of service leadership, exploring five untold truths that shape modern leadership. From the critical importance of mental health awareness to the complexities of aging as a leader, they tackle topics rarely discussed in traditional business settings. Whether you're navigating vulnerability in leadership, managing conflict, or balancing experience with innovation, this honest conversation delivers valuable insights for service leaders looking to build more authentic and effective organizations. Tune in to discover why letting go of the "always-knows-best" mindset might be your key to stronger team relationships and better business outcomes. If you missed part one of this two-part episode, check out Episode 329.
Host of UNSCRIPTED Sarah Nicastro takes us behind the scenes of the Future of Field Service 2025 Stand Out 50 leadership awards two of this year’s judges: Ged Cranny, who retired earlier this year from his role as Senior Consultant with Konica Minolta's International Service Business after a 45-year career in field service and Roy Dockery, Sr. Director of Field Services Research at TSIA, Author, and also a former service leader himself. They share an inside look at the process of reviewing nominations to select this year’s Stand Out 50, observations around the importance of recognizing service leaders, and a message for this year’s recipients.
In this special episode of UNSCRIPTED, Sarah explores high-performance leadership with Jake, co-host of the acclaimed High Performance podcast and founder of The Whisper Group. From Dame Stephanie Shirley's groundbreaking legacy to insights on authentic leadership, they dive into why being yourself is crucial for sustained success, how optimism builds resilience, and why recovery is just as important as achievement. This conversation offers a fresh perspective on modern leadership that prioritizes humanity, balance, and genuine connection.
In this episode of UNSCRIPTED, host Sarah Nicastrosits down with Carrie Toth, VP of Customer Experience at Generac Power Systems, to explore five essential best practices for securing service investments. From assessing organizational dynamics and building relevance to smart storytelling and maintaining agility, this conversation delivers practical strategies for service leaders looking to drive transformation.
In this episode of UNSCRIPTED, host Sarah Nicastro shares key insights from the Service Council Symposium in Chicago, exploring trends shaping the future of service. From embedding AI in service lifecycles to extending asset lifespans, Sarah unpacks critical discussions on purpose-driven leadership, the evolving role of frontline workers, and the intersection of technology with human-centric service delivery.
In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Sacha Thompson, founder and CEO of The Equity Equation, to explore why psychological safety matters more than ever in today's workplace. From building trust and fostering open communication to creating truly inclusive environments, this conversation unpacks the essential components of psychological safety and its impact on innovation, talent retention, and organizational success.
In this episode of UNSCRIPTED, Sarah Nicastro talks with Kate Glantz, CEO and co-founder of Move Over Bob, to explore her mission to revolutionize the trades through innovative media. Learn how this groundbreaking initiative is filling a crucial gap when it comes to working to diversify the trades with its fresh approach, engaging content that stands out, and focus on both informing and empowering young women.
In this episode of UNSCRIPTED, Sarah Nicastro speaks withPatrycja Sobera, SVP and GM of Digital Workplace Solutions at Unisys, about how organizations can differentiate through experience management. Discover how Unisys has transformed service delivery through their Experience Management Office, evolved from traditional SLAs to experience-focused metrics, and is delivering powerful experiences using a combination of proactive automation and human touch. Patrycja also shares candid insights on addressing the aging workforce challenge in field service, fostering workplace diversity in tech, and achieving career success while balancing motherhood.
In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire & Safety CEO Gyner Ozgul dive deep into five truths about the business realities most leaders encounter but few are willing to share out loud. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges.
In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Mark Florio, Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, to explore 10 success factors for complex global service operations. From centering around customers and building service as a business to managing internal relationships and maintaining team motivation, Mark shares invaluable insights drawn from decades of medical device industry experience.
In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten van der Merwe SVP, Head of Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration and discover the strategic steps TOMRA is taking to achieve their goal of 100% remote service by 2035.
In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, about implementing lean principles in service operations and the company's journey from a product-focused organization to a service-led business.
In this episode of UNSCRIPTED, host Sarah Nicastro speakswith Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention.
In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Venkata Reddy Mukku, VP of Worldwide Service and Support at Bruker Nano Surfaces & Metrology, to explore leadership evolution in the AI era. Learn why focusing on people becomes even more crucial as technology democratizes knowledge, how professional coaching skills can transform team dynamics, and practical strategies for creating psychological safety.
In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Amir Pasdar, Senior Manager for Intelligent Connected Solutions at Henny Penny and Intelligent Equipment Connected Solutions Leader at the North American Association of Food Equipment Manufacturers (NAFEM), to explore the evolution from IoT to GenAI and beyond. Join them as they discuss how to unlock the true potential of connected solutions, navigate organizational readiness for AI implementation, and combine connected data with service history for maximum impact. Tune in to discover why efficiency gains are just the beginning of what's possible with today's emerging technologies.
In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.
If you missed Part One of this discussion, be sure to listenas we cover:
· Intro: Experience Level Agreements - The MissingMetric?
· Evolution from Service to Experience Economy
· Common Misconceptions About ExperienceManagement
· The Core Elements of Experience Level Agreements
Part Two includes:
· The Core Elements of Experience Level Agreements(continued)
· Leadership Challenges in the Experience Economy
· Productivity vs Efficiency: A CriticalDistinction
· The Starbucks Story: When Optimization GoesWrong
· AI's Role in Enhancing Human Experiences
· Building Ecosystems in the Experience Economy
· The Camelot Experience: Lessons in TeamAlignment
· Closing Thoughts & Looking Ahead
In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.
In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week’s Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical perspectives from industry leaders at TOMRA North America and Tampa Electric.
