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Sarah Nicastro

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I snapped this picture a couple of weeks ago while visiting NYC – I though the mural was cool, and a good reminder that in a world where technology is rampant, it is crucial for us as humans to maintain control. The point was illustrated this past weekend when the company that makes my son’s Continuous Glucose Monitor – Dexcom – had a server outage. I’ve shared before on social media that my four-year old…

I read this article a few days ago, In a Distracted World, Solitude Is a Competitive Advantage. It was written in 2017, which had me thinking about how much more distracted our world has become even in two years. I’m personally a big fan of solitude, so the words here resonated with me – I’m just someone that needs space. Regardless of whether or not solitude is something you naturally need on a personal level,…

I was asked to be interviewed recently on a podcast titled Preparing Technicians for the Future of Work, which is a podcast intended for those responsible for educating and preparing the next wave of field technicians. It was a lot of fun to participate, and when the episode goes live I will share on social as well as Future of Field Service. In the meantime, I wanted to share a snippet of a question asked…

On this last week’s podcast we be featured an interview with Suman Sarkar, an international consultant and author of new book Customer-Driven Disruption. We had a great conversation and you’ll want to check back here or on your favorite podcast platform to listen to the full episode (New episodes every Wednesday!). That said, one of the points that stood out most to me from Suman’s interview is what he had to say about how organizational…

As we prepare for all the 2020 predictions coming, I will bet you $50 that AI will appear on 90% of the lists (including mine). There is no denying that AI holds incredible potential for your business going forward, but in talking with service leaders I do hear some common myths that keep companies from realizing that potential as quickly as they could. Myth #1: AI is Futuristic I believe this myth occurs because AI…

Last week I was invited to give a keynote presentation at DHL’s The Future of The Services Supply Chain event at the company’s brand-new Americas Innovation Center in Chicago. The 28,000-square foot facility featuring hands-on displays of cutting-edge technologies such as robotics, 3D printing, augmented and virtual reality, and many more was quite impressive. DHL put together a great lineup of speakers for a day full of learning, networking, and experiencing the interactive displaces the…

When discussing service leadership traditionally, topics such as strong communication and a focus on change management and employee engagement have been top of mind. These things remain incredibly important, but the reality is, what is demanded of service leadership today has evolved along with the industry. In the experience economy with service as a strategic differentiator, innovation is essential. And it turns out, the traits that make a strong operational leader are not the same…

Last week was an action-packed week in Boston at IFS World Conference 2019. The event theme was “for the challengers,’ which I must say is a message I can really get behind. There’s a personal appeal, in the sense that I’ve always considered myself to be somewhat of a “challenger” — someone who asks a lot of questions, tries to think outside the box, and doesn’t back down in the face of resistance. But moreover,…

Mid-September I attended the Service Council Symposium in Chicago, where I facilitated a workshop on the barriers to service revenue growth. The workshop had a great turnout with lively conversation. Everyone in the room shared a common desire and need to grow service revenue. This desire is born not only out of every company’s pressure to do more and make more, but also out of demands from customers. Those demands can cause significant frustration for…

Tali McRee joined DISH Network right out of college after applying for a position with the company because she thought the job description looked really interesting. In her five years with DISH, she’s advanced pretty quickly through positions to her current role as Business Operations Manager III in which she’s responsible for coaching and development of Business Operations Managers and Analysts, along with determining resource planning strategies for DISH’s In-Home Services department as well as…