Episode 343

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Dave Clement, Partner and Head of the New York office at Simon-Kucher, to unpack a joint global research project to explore the trends, challenges, and opportunities defining commercial potential within today's service landscape. Whether you're navigating digital transformation, rethinking your pricing strategy, or building a customer-centric growth model, this conversation sheds light on what the research reveals about the foundational shifts required to translate commercial excellence into competitive edge.

Part 1 research report: DOWNLOAD NOW

What You'll Learn

• Why operational excellence is now table stakes, not competitive differentiation—and what actually separates leaders today (customer centricity, commercial strategy, and innovation in how you engage and serve) 
• How to shift from industry-only benchmarking to cross-industry learning—the competitive edge comes from understanding what works in consumer tech, retail, and other sectors, then adapting it to your service model 
• The critical distinction between digital foundation and digital intelligence—you must build a modern core platform with real-time visibility before layering AI and predictive analytics, or you risk building on unstable ground 
• Why pricing remains massively underutilized as a lever for growth—most field service organizations haven't tapped value-based pricing strategies despite mounting cost pressures, creating immediate opportunity 
• How to identify if your company has "its house in order"—companies with strong customer segmentation, foundational tools (CRM, data governance), and clear processes outperform competitors by 20 points on profit and revenue growth when implementing digital capabilities 
• The "force multiplier" mindset that separates optimistic leaders from those in survival mode—reframe digital transformation and commercial excellence as amplifying your team's capability rather than cutting costs, which fundamentally changes how organizations approach change management and adoption 

About The Guests

Dave Clement is a Partner and Head of the New York Office at Simon Kucher, a global consultancy specializing in commercial excellence and value-based pricing strategies. With thirteen years of experience at the firm and a focus on industrial services, Dave brings deep expertise in sales strategy, pricing optimization, and digital transformation within field service organizations. In this episode, Dave shares findings from a comprehensive study of 180 global executives spanning multiple service industries and geographies, offering practical frameworks for improving commercial performance, implementing digital capabilities, and driving sustainable growth. His insights on bridging operational excellence with customer-centric commercial strategies provide actionable direction for service leaders navigating pricing pressures, talent challenges, and evolving customer expectations in today's competitive landscape. 

Follow Along

• [00:01:33] Meet Dave Clement: 40 Years of Commercial Excellence at Simon Kucher 
• [00:03:35] Why Field Service Needs Commercial Excellence Now More Than Ever 
• [00:09:17] Research Deep Dive: 180 Executives, Global Insights, Real Trends 
• [00:13:31] Universal Challenges Across Industries Create Community Strength 
• [00:16:25] Operational Excellence Is Now Table Stakes, Not Competitive Differentiation 
• [00:20:51] 80-90% Optimism Signals a Wide-Open Window for Growth 
• [00:23:14] Challenges Are Opportunities: Pricing, Competitors, and Digital Adoption 
• [00:25:36] From Eye Roll to Game Changer: The Digital Journey in Industrial Services 
• [00:27:56] Foundation First: Why Digital Infrastructure Beats Innovation Without Fundamentals 
• [00:30:13] Distinguish Digital Foundation From Digital Intelligence to Avoid Misaligned Investment 
• [00:35:46] Reframe Digital as Force Multiplication, Not Cost Reduction 
• [00:37:24] What's Next: Research Rollout, February Event, and Ongoing Content 
• [00:40:04] Key Takeaways and How to Connect With Dave Clement 

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