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3-minute video

What is Future of Field Service?

We provide leaders across industries and spanning geographies both information and inspiration on how to differentiate their businesses through service and lead through change. Through weekly articles and episodes of the UNSCRIPTED podcast, we prioritize conversations over clickbait, always, to provide a place you can come to learn how your peers are tackling today’s trends, challenges, and opportunities.

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June 23, 2025

Automation vs. Autonomy: 4 Ways to Ease Concerns Around AI in Field Service

By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service At our recent Future of Field Service Meet-Up in Nashville, a question was raised about how service leaders balance the mandate to increase automation with the employees’ desire to maintain autonomy. I think this is a point that…

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June 18, 2025

Are XLAs the Key Metric You’re Missing? Part One

Episode 321 What if you could transform your service metrics to truly capture customer experience? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Alan Nance, pioneer of Experience Level Agreements (XLAs) and ITSM Hall of Fame inductee, to explore why traditional service metrics fall short, how to…

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Sarah Nicastro
Sarah Nicastro
Creator Of Future Of Field Service

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We pride ourselves on sharing the voice of the industry and are always looking for new voices to share. If you’re interested in collaborating with us through an article or the UNSCRIPTED podcast, or, just have a question, please email or direct message us on LinkedIn. We’d love to hear from you.

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