sydney.lofthouse@ifs.com, Author at Future of Field Service

INSIDER January 2026

Exclusive Q&A with 2025 Stand Out 50 leader Clinten van der Merwe, SVP, Head of Global Service and Project Management at TOMRA Recycling

Question 1:What trend or challenge is top of mind for you at the moment & why?

A key challenge and opportunity are how we balance digital innovation with human connection in service. At TOMRA, we’re advancing rapidly toward predictive analytics, AI-driven knowledge tools, and 100% remote service capabilities. But as technology evolves, we must stay grounded in what matters most: trust, empathy, and safety. Health and safety are non-negotiable in everything we do — they’re the foundation of a strong service culture and long-term customer partnership.

Describe what being named a Stand Out 50 leader meant to you.

It’s an honor that reflects not only my journey but also the commitment and passion of the entire TOMRA Service and Project Management team. This recognition reinforces the power of leading with authenticity, accountability, and care — values I live by every day. For me, it’s about driving results while staying true to our purpose: creating impact for customers, our people, and the planet.

Please share one tangible action you feel creates a positive culture for your team.

Creating a safe, empowering, and inclusive environment. I believe culture starts with trust when people feel heard, supported, and safe (physically and psychologically), they deliver their best. I encourage open conversations, celebrate ownership, and make sure safety is never compromised for speed or convenience. A positive culture is one where people feel proud of what they do and protected in how they do it.

Pick one: how do ensure you have time to think strategically about the future?

I schedule non-negotiable time for reflection and physical activity. My best ideas often come during early-morning, or lunchtime runs and gym sessions. It’s my space to clear my mind, find perspective, and think ahead. Staying physically active helps me stay mentally sharp and focused, especially when navigating complex challenges. Movement fuels clarity.

Name one thing you can’t live without.

Exercise — and sharing that time with my wife. Whether it’s running together or training at the gym, it’s our time to reconnect, recharge, and reset. Fitness keeps me grounded but sharing that experience with my wife brings balance and perspective to my life. It’s a daily reminder that health, connection, and gratitude are at the heart of sustained performance.

Please share a quote or person that inspires you.

"The best way to predict the future is to create it." — Peter Drucker.

And a Bible verse that continues to guide my leadership journey is Philippians 2:3–4: “Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves, not looking to your own interests but each of you to the interests of others.”

This perfectly captures what leadership means to me — leading with humility, serving others, and building success through shared purpose.

What’s a regular source of information/insight you find valuable?

I gain valuable insights through industry events, networking with fellow service leaders, and ongoing self-development. I’m currently completing the Senior Executive Program at London Business School, which continues to sharpen my strategic thinking and keep me relevant on emerging trends across business, technology, and leadership. I also follow Future of Field Service and Harvard Business Review for fresh perspectives and inspiration.

Episode 350

Host Sarah Nicastro welcomes Jeffrey Yip, Associate Professor of Management and Organizational Studies at Simon Fraser University, who teaches leadership in the Executive MBA and Management of Technology programs, conducts research that addresses managerial challenges in work relationships and leading change, and has contributed to resources like HBR and Psychology Today. Jeff shares the need for leaders to listen to organizational pain through a process called “painstorming” and explains how doing so can significantly improve change management.

What You'll Learn

What organizational pain is and why it often goes unheard by senior leaders
Why effective storytelling in change leadership starts with listening, not messaging
How the practice of “painstorming” helps leaders identify real barriers to change before jumping to solutions
The PAIN framework (Priorities, Anxiety, Inertia, Noise) and how to apply it in real organizational conversations
Why leaders must slow down, validate experiences, and reduce friction to successfully mobilize change
How painstorming can significantly improve adoption and trust—especially during AI and technology-driven change

About the Guest(s)

Jeffrey Yip is an Associate Professor of Management and Organizational Studies at Simon Fraser University, where he teaches leadership in the Executive MBA and Management of Technology programs.

His research and teaching focus on helping leaders navigate change by strengthening listening, relationships, and human connection at work. Jeffrey works closely with technology leaders and executives, including through programs with CIO Canada, and his insights have been featured in Harvard Business Review and Psychology Today.

Jeff is the creator of the “Listen and Build” approach and a leading voice on the role of listening, organizational pain, and empathy in effective change leadership.

Follow Along

00:00 – Introduction to painstorming and change leadership
04:06 – Why listening is the foundation of effective leadership
07:00 – Understanding organizational pain
12:42 – Painstorming and the PAIN framework
33:45 – How painstorming enables successful change
39:53 – Applying painstorming to AI adoption and the future of leadership

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

by Sarah Nicastro, Creator and Editor in Chief, Future of Field Service

We have some exciting podcast news coming soon, but before that comes let’s be sure you’ve seen the Top 10 episodes of 2025! In late December I revealed these on the podcast, but I realize those episodes came out during the busy holiday season and not everyone may have had an opportunity to listen. Further, I know not everyone is a die-hard podcast fan – but these 10 are well worth diving into (and if you do, maybe you’ll become a regular).

#10: Using AI to Unlock Potential While Protecting the Human Experience (Episode 313)

This episode with Faisal Hoque, serial entrepreneur, business strategist, and best-selling author, explored the delicate balance between AI advancement and human potential. We spoke about everything from distinguishing consumer AI from enterprise initiatives to understanding the concept of regenerative leadership and how organizations can harness AI's power while preserving what makes us uniquely human. Favorite quote from the episode: “That's why we introduce this divergent framework

called open and care. You have to be radically open to possibilities because there's so much good that we can do with this set of technologies. You have to learn how to identify opportunity and then create a portfolio of opportunities. But then also, you have to be catastrophically focused on risk, and that's why you introduce care.”

Listen to episode 313

#9: An Inside Look at ACCO’s Strategic Big Bets to Win the Talent War (Episode 309)

This episode with Michael Potts, who at the time was EVP at ACCO Engineered Systems, explores ACCO's strategic big bets in talent acquisition and retention. Michael spoke about everything from prioritizing cultural fit over quick hires to embracing disruptive change and investing in emotional intelligence training. This is a great episode whether you're struggling with recruitment challenges or looking to build a more resilient service culture.

Michael gives plenty of food for thought and some really strong examples of how challenging the status quo is often the best strategy for long term success and investing in emotional intelligence training. This is a great episode whether you're struggling with recruitment challenges or looking to build a more resilient service culture. Michael gives plenty of food for thought and some really strong examples of how challenging the status quo is often the best strategy for long term success.

Favorite quote from the episode: “When I started down this emotional intelligence path, my perception was I'm going to learn tools to figure out how I communicate with you better. What I found was it's not an external opportunity to look externally and figure out how the person sitting across the desk from you is reacting. It's really your behavior and how you react to situations around you that was eye opening to me.”

Listen to episode 309

#8: Move Over Bob: A New Narrative to Reinvigorate & Diversify the Trades (Episode 331)

In this episode, Kate Glantz, who is the CEO and Co-Founder of Move Over Bob, shares her mission to revolutionize the trades through innovative media. She explains how the approach of Move Over Bob is filling a crucial gap when it comes to working to diversify the trades with its fresh approach, engaging content that stands out, and focuses on both informing and empowering specifically young women. I absolutely loved Kate's story and love her mission.

Favorite quote from the episode: “We have a workforce that's retiring from construction, skilled trades, advanced manufacturing, and a lot of different roles that require not necessarily college, but a lot of expertise in a trade and specialty. So we're not going to be able to meet the demands of today, let alone what's going to happen in about five years when over 40% of the construction labor workforce retires. If you sort of have your finger on the pulse, you're hearing faint alarm bells. It's not being talked about in mainstream culture. And I always joke, we're ten minutes from the zeitgeist. This is going to be an all hands on deck conversation and issue, but there's really no impact that can be made fast enough if we're not playing in culture.”

Listen to episode 331

#7: 5 Best Practices for Building Your Business Case for Service Improvement (Episode 334)

In this episode, Carrie Toth, VP of Customer Experience at Generac Power System Systems, calls on years of experience across different industries and different organizations to curate these five essential best practices for securing service investment. She touches on everything from assessing organizational dynamics and building relevance to smart storytelling and maintaining agility and really gives good practical strategies for service leaders who are

looking to build their relevance, get more buy in and more investment, and drive transformation and building relevance to smart storytelling and maintaining agility and really gives good practical strategies for service leaders who are looking to build their relevance, get more buy in and more investment, and drive transformation.

Favorite quote from this episode was when Carrie shared about her own feelings of imposter syndrome: “I never feel like the smartest person in the room. I sometimes feel like, gosh, I don't know how I got here. I don't belong or I don't know what they're talking about. That's not unique to being an intern or a first-time manager or even being a vice president for the first time. And we've got to be vulnerable and encourage everyone to find those mentors and allies and support systems that will allow us to take those risks but do it in a cautious way and help nurture growth.”

Listen to episode 334

#6: How Lean Methodology is Guiding Service Transformation at Diebold Nixdorf (Episode 326)

In this episode, Brian Gallipeau, SVP of Service for the Americas at Diebold Nixdorf, shares how lean methodology is transforming service operations in a global organization. He gives practical insights on implementing lean principles through ride alongs, Kaizen events, and video training. But the episode dives into so much beyond lean including the cultural implications of big transformations and major change, the importance of leadership and building trust, taking accountability, and

taking action on feedback. Favorite quote from the episode: “Pretty much everyone who's in a management position at DN does a ride along with a technician. It doesn't matter whether in you're in procurement or HR. It doesn't matter what the role is. You need to be out there and actually feel what the technicians feel on a day-to-day basis because, again, this is what our business is. And if you don't understand, you can't make intelligent decisions about what we're doing.”

Listen to episode 326

#5: Authoritarian Leadership is Out: Why (and How) to Embrace the Power of Mattering (Episode 341)

In this episode, I'm joined by Zach Mercurio, a researcher with a PhD in organizational learning, performance, and change, a leadership development facilitator specializing in purposeful leadership mattering and meaningful work, and author of The Power of Mattering. Zach sheds light in this episode on why command and control leadership is fundamentally incompatible with the innovation and loyalty leaders claim to want today and instead offers his

perspective on what actually works. Favorite quote from the episode: “If you want someone to contribute, they first have to believe they're worthy of contributing. If you want someone to share their voice, they first have to believe their voice is significant. If you want someone to use their strengths, they first have to believe that they have them. If you want something to matter to someone, they first have to believe that they matter. If you want someone to care, they first have to feel cared for. So, it's really the prerequisite to motivation, performance, and productivity. A lot of times, we've thought that people needed to add value to be valued, but psychologically, biologically, it is the opposite. People need to feel valued to add value.

Listen to episode 341

#4: The Untold Truths of Service Leadership (Episodes 329 and 337)

A bit of a cheat because this is really two episodes, but I couldn’t resist. Gyner Ozgul, CEO of Fortis Fire and Safety, offers a deep dive into some of the truths most leaders encounter, but few are willing to talk about out loud. In part one, we focus on business realities leaders must navigate and in part two we discuss the more personal side.

Favorite quote from these episodes: “Your experience does not validate your level of rightness. Your experience shouldn't be weaponized in an organization or for you as a leader.

That's not what it's for. It's for you to enable outcomes, for you to, in your organization, drive success with your teams. It is not a weapon.”

Listen to Episode 329

Listen to episode 337

#3: How Unisys is Differentiating Through Experience Management (Episode 330)

In this episode, Patrycja Sobera, SVP and General Manager of Digital Workplace Solutions at Unisys, outlines the how the company has transformed service delivery through their XMO (experience management office). They have evolved from traditional SLAs to experience focused metrics are delivering powerful experiences using a combination of proactive automation and human touch. In this episode, Patrycja dispels myths about experience management, shares practical advice and lessons learned, and relays a keen prespective on how the future

of service hinges more on the creation and measurement of valuable experiences. But my favorite quote from this episode was when we discussed motherhood: “Sometimes we don't do all the homework, and sometimes we have McDonald's. Sometimes all of her uniform pieces are not perfectly ironed, and it's okay to be imperfect and focus on what's most important. And you know what? She has a blast. She still loves me the same, if not more. We have a good giggle when we forget something or we don't do homework and, you know, we do it quickly in the car or sneak something outside of the classroom. I would just say, give yourself a break. Focus on what's important. Focus on yourself if you can. Focus on what's important to you. And we talked about the art of purpose. There's no point in trying to be everything for everyone and, you know, a perfect mom.”

Listen to Episode 330

#2: The High Performance Traits of Stand Out Leaders (Episode 335)

This special episode of UNSCRIPTED, which originally aired when we announced the 2025 Stand Out 50 Leadership Awards, features Jake Humphrey, Co-Host of the acclaimed High Performance podcast and Founder of the Whisper Group. Jake and I talked about the incredible Dame Stephanie Shirley's legacy. we talked about different views on authentic leadership, why being yourself is crucial for sustained success, how optimism builds resilience, why recovery is just as important as achievement, and so much more. Favorite quote of this episode: “I think in many ways, leadership is changing.

Favorite quote of this episode: “I think in many ways, leadership is changing. For a long time, leaders felt that they had to be the most important person in the room. And there's a lovely line that I like, which is when you talk to a manager, you get the feeling they are important. When you talk to a leader, you get the feeling that you are important. And I think that is also something for people to take out of today. How much of your time is spent trying to make yourself feel important? How much of your time is spent making other people feel important?”

Listen to episode 335

#1: How Multivac Cut Technician Turnover in Half (Episode 325)

There is really no more universal challenge among service leaders I speak with than finding and keeping the right talent. In this episode, Dave Sarazen, VP of Customer Service at Multivac, gives the specifics around how the company has reduced technician turnover by 50%. There's no way you do that without some real reflection, change, and hard word, and Dave shares much of that in this conversation. We discuss how they've transformed their approach to recruiting and retention but

also intentional leadership, meaningful recognition, and much more. Favorite quote from this episode: “We communicate, communicate, communicate. You can never have too much of it. We do one on ones, and we also have a biweekly Teams call with each of the regions and all of the technicians and their leadership. We go through their situations, technical aspects, company updates, and what we're seeing in the field from competitors.”

Listen to episode 325

If you aren’t already a regular listener of UNSCRIPTED, in addition to the website you can find our weekly episodes on Spotify, Apple, and in video form on YouTube.

Episode 349

What if the key to advancing your career wasn’t about climbing faster, but about understanding yourself more deeply?

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Adam Gloss, Chief Operating Officer at Impel and a Stand Out 50 2025 honoree, to explore why self-awareness is one of the most powerful leadership skills you can develop.

Through candid reflection and real-world examples, Adam shares how learning what really drives you and what you can't compromise can help you make better career choices, lead better, and feel more fulfilled in the long run. This conversation challenges what we think of as success and gives a clear view on how to balance ambition, values, culture, and personal sustainability.

What You'll Learn

Why self-awareness is foundational to effective leadership
How to identify the 3–4 drivers that sustain motivation over time
How to make intentional career tradeoffs without losing clarity or agency
Why money matters—but rarely as much as alignment and impact
How to evaluate culture fit beyond stated values
How leaders can filter urgency vs. importance in a hyper-connected world
Why intentional disconnection is essential for long-term performance

About the Guest(s)

Adam Gloss is the Chief Operating Officer at Impel, where he helps drive organizational scale, operational clarity, and people-centric leadership. With a career spanning public, private, and PE-backed organizations, Adam brings a pragmatic and values-driven approach to leadership.

A Future of Field Service Stand Out 50 honoree, Adam is known for his openness, mentorship, and thoughtful reflection on what it truly means to lead well. He regularly shares insights on leadership, career growth, and self-awareness, emphasizing that sustainable success begins with knowing yourself.

Follow Along

00:00 – Welcome & Episode Framing
02:00 – Why Leaders Get Asked for Advice
04:00 – Identifying What Truly Drives You
07:00 – Career Fit, Values & Hard Lessons Learned
12:00 – Money, Tradeoffs & Fair Compensation
17:00 – Overperformance, Boundaries & Self-Honesty
23:00 – Advancement vs. Fulfillment
29:00 – Culture Fit & Non-Negotiables
35:00 – Filtering Urgency vs. Importance
41:00 – Disconnection, Nature & Human Connection
47:00 – Self-Awareness as a Lifelong Practice
49:30 – Final Reflections & Closing Thoughts

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

by Sarah Nicastro, Creator and Editor in Chief, Future of Field Service

I’ve just wrapped the week at my 7^th IFS Sales Kickoff, this time in Dallas, TX. It was the company’s first kickoff in the US, and the event planners struck gold with a location ripe with thematic inspiration. They selected “The Next Frontier;” fitting for the point IFS has arrived at after consecutive years of impressive growth.

Throughout the week, my mind couldn’t help but consider how the theme applies to the world of field service. What created competitive differentiation and guaranteed success just a few years ago is not sufficient for today’s landscape – let alone tomorrows. But what does the next frontier of field service look like?

To some extent, it’s foolish to even attempt to predict the future. But while being confident in exactly what will unfold might not be possible, there are plenty of truths service leaders can bet on. Here are a few that came to mind for me throughout this week.

The "Field" in Field Service Evolves

I don’t believe in a future where there’s no need for true field service, but there is certainly an imperative to get away from field service by default (many companies’ autopilot). To meet both the expectations of today’s customers and the cost pressures service leaders face, there’s no choice but to work smarter.

Thankfully, while there’s no choice, there are plenty of opportunities. So many field service organizations today still have poor utilization, first-time fix rates that need massive improvement, and lack modern options for self-service and remote resolution. Solutions exist to allow you to maximize the impact of your existing workforce; not by wringing the last ounce of productivity out of them in a way that kills the employee experience, but by removing so many layers of inefficiency that you’ve improved it.

In the next frontier, “field” service is still a foundational piece of service, but when and where needed. With a well-informed and prepared and capable technician to fix what’s broken, or as a strategic tool to maintain and expand customer loyalty – the inefficient processes of multiple visits for a repair and scheduled yet unnecessary maintenance trips are simply not fit for today’s needs.

Operational Excellence is the Foundation, Not the Finish Line

This really expands on what I’ve said above, because so many organizations are yet to adopt the capabilities to achieve true operational excellence – let alone embrace what comes next. Companies are still working hard to be able to arrive on time, reduce repeat visits, and incorporate offerings beyond transactional service – not too long ago, these characteristics alone would land you best-in-class. But customer demands have evolved far faster than service organizations. Most industrial businesses are struggling to respond to customer pressure that stems from experiences they’ve become accustomed to in their consumer lives.

To be fair, while they may feel frustrating, these pressures aren’t unfounded. Customers expect more – more communication, more convenience, more knowledge, more value – because they see that it’s possible. Industrial businesses may have much more complexity to navigate to meet these demands, but it is what will be required to maintain advantage – and the more energy you expend making it a reality rather than bemoaning what’s being requested, the more success you’ll find.

What’s required is intelligent use of modern technology combined with an ample focus on people. Reading that, it sure sounds simple – doesn’t it? I realize it’s far from it, particularly in companies with a deep legacy, significant technology debt, or leadership that isn’t adept at navigating change.

The expectations aren’t lessening, though, and the speed of change is only increasing. I fear technology debt – core systems that are ill fit for today’s needs but required so much investment or are so heavily modified they feel impossible to replace – will kill some organizations. AI is inevitably changing the future of work, but it’s nearly impossible to leverage those capabilities in any meaningful way if your core technology is outdated, inflexible, fragmented, really anything less than rock solid.

The Frontline Role is Redefined for the Next Generation of Workforce

Not only has AI changed what the future of work will look like, the talent landscape itself has shifted. We know that today’s talent doesn’t tend to stay put in a role for five, ten, fifteen years like technicians from previous generations were happy to do. We know that today’s talent wants more flexibility, more autonomy, and better work-life balance. We know they want to feel the work they do matters; to feel a part of something.

Yet businesses have been slow to adapt to these new circumstances. Some seem to have entirely ignored what’s changed (while complaining about how hard it’s become to hire and retain), while others have made adjustments that have at times seemed to be more for optics than with meaning. For instance, an organization may have introduced career paths – but fail to adopt the recruiting and hiring practices that support talent that moves through frontline positions more quickly.

Some businesses have truly embraced what’s changed, though – and it’s been heartening to see. Those who are putting more focus on leadership, working to improve diversity, taking the onus to develop talent instead of expecting to be able to hire based on experience, developing (and supporting) career paths, and leveraging technology to not only ease the burden of the frontline role but to offer greater flexibility will absolutely win in this area of the next frontier.

The “People Part” that Makes Service Special Requires Thoughtful Investment

In an era where AI buzz is everywhere, cost pressures are high, and technology is a more crucial differentiator than ever, it’s easier than one would think to lose sight of what matters most – people. With all these moving parts, it’s so important to keep people in focus.

This goes for employees and customers. In my many years in this space, leaders have always reiterated that “service is a people business” – that people are what make service special, the heart of the competitive advantage. My belief is that no matter how much automation is introduced, no matter how many inefficiencies can be removed, no matter how the service value proposition evolves, people will remain at the heart of service.

Yet, if I were a betting woman, I’d put my money on the fact that some organizations are going to become so enamored by the potential cost savings of AI, so distracted by all that’s changing, that they’ll fail to remember what matters most – and they’ll suffer as a result. Don’t let this be you.

Customers want convenience, yes – but they also want character. They want seamlessness, but they also want empathy. They may need fewer on-site visits to accomplish the same or even more, but they will continue to value relationships.

And employees want strong leaders – leaders who show up authentically, who care not only about the work but about how it’s done, who appreciate and recognize their teams and create a sense of belonging.

Maintaining, upholding, and expanding this vital human connection takes intention, thoughtfulness, and investment – not necessarily in big dollars, but in prioritization and of time. The next frontier of field service will bring with it new layers we haven’t yet imagined, but in my opinion, it will also most certainly consist of some of the components that have always mattered most – people first and foremost.

Episode 348

The first UNSCRIPTED episode of 2026 offers an inside look at what’s coming next. Recorded live from IFS Sales Kickoff, host Sarah Nicastro shares a candid preview of the initiatives, content, and experiences launching in the months ahead, each designed to better serve service-centric organizations navigating rapid change.

From new research and podcast formats to community events and expanded thought leadership, this episode sets the stage for what 2026 will bring and why it matters.

What You'll Learn

What insights are emerging from the next Standout Service Trends Report—and how they compare to prior years
Why elevating leadership and frontline perspectives is a strategic priority in 2026
How the UNSCRIPTED podcast ecosystem is expanding with new sub-brands and voices
What to expect from the return of Future of Field Service live events
How the launch of Future of Assets extends the conversation into asset management and maintenance operations
Where service, asset management, and growth strategy increasingly intersect

Follow Along

[00:00 – 03:27] Welcome & Standout Trends Report Preview
[03:27 – 05:41] New UNSCRIPTED Podcast Sub-Brands
[05:41 - 08:09] The Return of Future of Field Service Live Events
[08:09 - 10:15] Service Growth Executive Form (NYC)
[10:15 - 11:49] Newsletter & INSIDER Updates
[11:49 - 13:50] Launch Preview: Future of Assets
[13:50 - end] What's Next & How to Get Involved

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

Episode 347

In the final UNSCRIPTED episode of 2025, host Sarah Nicastro returns to close out the year with the Top 5 of the Top 10 UNSCRIPTED Podcasts of 2025.

Part 2 highlights the conversations that resonated most deeply with the Future of Field Service community—episodes that explored leadership humanity, experience design, mental health, talent retention, and what truly drives performance in modern service organizations.

Together, these five discussions capture the themes that defined 2025 and offer enduring lessons leaders can carry into 2026 and beyond.

What You'll Learn

Why authoritarian leadership models are losing relevance—and what replaces them
How cultures of mattering and significance drive motivation, performance, and loyalty
The untold realities of service leadership, from mental health to personal growth
How experience management is redefining service differentiation
What high-performing leaders consistently do differently
Proven strategies for reducing technician turnover through intentional leadership and communication

Featured EPisodes

#5 – Episode 341: Authoritarian Leadership Is Out: Why and How to Embrace the Power of Mattering
#4 – Episodes 329 & 337: The Untold Truths of Service Leadership (Part 1 & 2)
#3 – Episode 330: How Unisys Is Differentiating Through Experience Management
#2 – Episode 335: The High-Performance Traits of Standout Leaders
#1 – Episode 325: How MULTIVAC Cut Technician Turnover in Half

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch Here:

Episode 346

As 2025 comes to a close, Sarah Nicastro reflects on the conversations that made the biggest impact this year.

In Part 1 of the Top 10 UNSCRIPTED Podcasts of 2025, Sarah counts down episodes #10 through #6—highlighting five discussions that stood out for their depth, relevance, and lasting influence on how leaders think about service, leadership, workforce evolution, and transformation. Each episode offers a different lens, but together they reflect the themes shaping service organizations today.

What You'll Learn

How leaders are navigating the balance between AI adoption and the human experience
What it takes to attract, retain, and develop talent in a competitive labor market
Why emotional intelligence, culture, and leadership self-awareness are becoming strategic advantages
How media and storytelling can reshape perceptions of the skilled trades
Practical approaches to securing service investment and driving transformation
Why frontline immersion is critical to effective leadership and decision-making

Featured Episodes

#10 – Episode 313: Using AI to Unlock Potential While Protecting the Human Experience
#9 – Episode 309: An Inside Look at ACCO’s Strategic Big Bets to Win the Talent War
#8 – Episode 331: Move Over Bob: A New Narrative to Reinvigorate and Diversify the Trades
#7 – Episode 334: Five Best Practices for Building Your Business Case for Service Investment
#6 – Episode 326: How Lean Methodology Is Guiding Service Transformation at Diebold Nixdorf

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify. Also, subscribe to our newsletter right here.

Watch here:

By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service

I think last year was the first I compiled an article like this, and I really enjoyed the exercise of reflecting on all that’s happened over twelve months that have often felt like a blur. As 2025 ends, I can think back on a year full of both wins and challenges, laughs and tears, growth and missteps, happiness and hard moments – but more than anything, looking back makes me feel so grateful. To have to get selective about narrowing a “favorite moments” list? What a privilege.

Here I’m sharing my five favorite professional moments and my five favorite personal moments. I feel compelled to share both, because they are interwoven in so many ways. My family supports me in my work; they hear stories of my travels or of the amazing people I get to meet. Many in my professional network are also friends – they know me beyond what I “do,” and my work is a part of who I am.

I hope you also make an opportunity to look back over the last year and reflect on whatever your favorite moments have been. It’s so easy in the day-to-day grind to keep forging ahead, on to the next thing – but there’s a lot of value in reflecting. So, without further ado, here are some of my favorite moments of 2025!

5 Professional Highlights

Being named an HDI Top 25 Thought Leader of 2025

I’m not someone who gets caught up on awards and accolades; this was truly unexpected. To be nominated for being “insightful, impactful, unique, and an indispensable voice,” meant so much to me. My goal is always to be of service to my community – to create content, connections, and relationships that are helpful and uplifting.

Delivering a keynote at Field Service Palm Springs with Clinten van der Merwe of TOMRA

This experience had all of the right ingredients to make it a favorite moment of 2025! I truly appreciate Clinten’s perspective and approach to service leadership and was honored to share the stage with him. Field Service Palm Springs (now Next West!) is an event I look forward to every year. And, since this was the last year the event was taking place in Palm Springs, we had to take a last trip to The Nest! #iykyk

IFS Connects + Future of Field Service Meet-Ups in Stockholm (May) and Nashville (June)

While we took 2025 off from our Future of Field Service Live Tour events, I had the opportunity to speak at both IFS Connect Stockholm and Nashville – as well as hosting Future of Field Service gatherings in both cities. It’s always an honor to help customers share their stories at events – in Stockholm, I spoke alongside Markus Basse of Alfa Laval, and in Nashville, I shared the stage with Dan Basile of TOMRA. (Realized in Nashville the venue was about three blocks from Third Man Records, so I took a quick walk over – I’m a huge White Stripes/Jack White fan). In 2026, be on the lookout for the more traditional Future of Field Service events – and check out the schedule for IFS Connects and IFS Unleashed!

Announcing and celebrating the Future of Field Service Stand Out 50 Leaders of 2025

We saw such a great response in year two of the Stand Out awards! I was so grateful to be joined for judging by Ged Cranny, retired from Konica Minolta; Roy Dockery of TSIA; and Maureen Azzatto of WBR Field Service. We had our work cut out for us in selecting this year’s recipients, but what fulfilling work it is. We announced this year’s Stand Out 50 via livestream from the brand-new studio in the IFS Staines office, which was both nerve-wracking (it’s live – what could go wrong?!) and really fun. That evening, we hosted a group of winners for a celebratory dinner at London’s iconic Shard. Stand Out takes an incredible amount of time, energy, and effort (huge thank you not only to the judges but to Charlotte Notman and Sydney Lofthouse for all their hard work and support!) but it is so, so worth it.

Working on a brand-new platform, Future of Assets

The last “moment” on my list is really a collection of many moments that will culminate in a new thought leadership platform in 2026. Throughout 2025 I’ve been mentoring and working alongside Berend Booms and in the New Year, those efforts will come to life in the form of Future of Assets – a resource modeled after Future of Field Service for leaders responsible for asset management and maintenance operations. I’ve really enjoyed the work we’ve done behind-the-scenes and am excited to see it take shape in 2026 – stay tuned!

5 Personal Highlights

Family trip to Costa Rica

I’ve shared before my love of travel. I grew up in a small town and didn’t step foot on an airplane until I was a junior in college; my dad is 65 and still has never flown. While there’s nothing wrong with that, I simply love to explore and soak in new places, experiences, and cultures. This April we took our sons to Costa Rica, splitting our trip between Manuel Antonio and La Fortuna. Costa Rica is beautiful, and I was very grateful to be able to share the experience with my children – to see their awe watching wildlife, to witness them work through how to interact with a business owner speaking in Spanish, and to try new foods, among other things. My younger son even went zip-lining with my husband!

Prioritizing “me” time during a retreat in May in Santa Fe

Between work travel and family travel, taking a solo trip can feel impossible to fit in and/or selfish. But I’m learning the truth in what they say – that self-care is never selfish. In May, I attended a retreat at MEA in Santa Fe. It was challenging, enlightening, nurturing, and oh-so-needed. I’m proud of myself for not giving in to the inclination to skip over my needs and to invest in my own growth.

My younger son’s first baseball season

With boys only 16 months apart, my younger son sometimes struggles to find his own identity. This Spring he wanted to try baseball for the first time, and he quickly fell in love. It was such a joy to witness! I was so proud of how he stepped out of his comfort zone and poured himself into learning something new – and to see how much he enjoyed the experience filled my heart. He had a fantastic coach – the kind that leave a lasting impact. It was a wonderful experience all the way around.

My older son turning 10

This one is bittersweet for sure. I’m still having a hard time reconciling the fact that my “baby” is ten. I feel like I blinked and he went from Daniel Tiger-loving toddler who refused to give up a binkie to 4’10” sassy sports lover. It tugs at my heart strings realizing how many moments have already become memories, and how quickly the years are flying by. At the same time, he brings such joy to my life and it’s an honor to watch him grow. I’m proud of how he handles having Type 1 diabetes – he sets an example to follow in the power of a positive mindset.

Swimming with otters

This experience was gifted to me for my birthday by my son’s nurse (who is like my second mom). I love otters – I think they are adorable. But the fact that she had not only noted that but found this interactive experience within a few hours of where we live meant so much to me. Not only was it one of the most thoughtful gifts I’ve received, it was SO COOL! I had so much fun swimming with these two – Harbor and Cove. An hour of nothing but fun, cuteness, and feeling really loved.

I hope you, too, take the time to look back on 2025 and consider what you’ve achieved, what you’ve learned from the moments that have pushed you, what you’re grateful for, and what you want to focus on creating more of in 2026. Wishing you a wonderful end to 2025 and a happy, healthy start to the New Year!

By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service

On last week’s podcast, I was joined by Roy Dockery, Sr. Director of Field Services Research at TSIA, for an end of year retrospective that’s become a bit of a tradition. One aspect of our conversation was looking back at our 2025 predictions to see how on point (or off base) we were.

It’s interesting to look back and consider what’s changed over the year. Curious how I fared on my predictions for 2025? Below I summarize what I anticipated and share snippets from Roy and I’s conversation about whether I “passed” or “failed.”

Prediction #1: Greater Workforce Flexibility Is No Longer Optional

My stance: Organizations will need to offer more flexibility to their frontline workforce. Why? Because it’s what today’s talent demands—and because it’s now entirely possible.

Pass or fail? Fail, mostly.

In a call a month or so ago with the Future of Field Service Stand Out 50 leaders, we had a conversation about how economic concerns have (at least temporarily) improved retention. This wariness that’s keeping employees put has taken a bit of pressure off employers to reimagine what the frontline role can look like. My nudge of caution to any leader breathing a sigh of relief is that I think this complacency is temporary, and companies who keep working to improve and modernize the employee experience – even if the pressure to do so has receded a bit – will come out ahead.

Roy also discussed the fact that many companies still can’t (or won’t) look beyond traditional metrics like utilization. “A lot of organizations are still really fixated on utilization and the amount of hours getting done versus absorption and the amount of revenue that a technician is generating. We're still looking at very old metrics,” he says. “So even though we did all of this investment to try to optimize, most people still haven't shifted their view off of utilization, travel time, and just trying to fill up a technician's schedule as much as possible. Versus looking at someone's skill set, their experience, what they can do, and then how can we empower them to add the most value to the organization? It’s a little bit of a letdown that we're doing things faster than we used to do them when it comes to scheduling and rescheduling and changing same day routes, but we're not necessarily doing it better. Especially in a way that's better for the technicians.”

Anecdotally, I’ve talked with many leaders whose organizations are focused far more on improving work-life balance, eliminating unnecessary travel, and prioritizing wellbeing. So while we may not have made as much progress this year as I’d anticipating in modernizing the frontline role, I believe it will come.

Prediction #2: Customer Expectations Will Expose Service Complacency

My stance: For years, we’ve discussed how consumer experiences set the standard for what customers expect in all aspects of their lives. Yet many service organizations have failed to evolve. Last year’s Stand Out Service Trends report highlighted this divide: Peace of mind and guaranteed performance ranked as customers' second-highest priority, yet only 26% of respondents offered outcome-based services, AND another 26% still operated reactively (offering only break-fix service).

Pass or fail? Pass.

Not only have customer expectations exposed service complacency, but AI has magnified the divide. Companies in industrial spaces that have never been held to the standards of the likes of Amazon are racing to catch up – and the clock is ticking.

The challenge is that the race is not only competitive but unclear for many companies. Determining how to shift from a transaction-based service model to an outcomes-based model is harder than it seems.

“Customers expect resolution now, hands down. Response time means absolutely nothing if you don't fix the problem; the customer base has definitely moved to wanting to measure you based on resolution. A lot of organizations this year have been trying to evolve their service portfolio. So, people were trying this year, there were a lot of tests, but they still haven't got there,” explains Roy. “Some people are lacking the data to really be able to commit to an outcome. And most people don't know how to calculate it; it's just hard for them to figure out either that value or what it looks like to sell. How to price it seems to be one of the bigger hurdles outside of the data.”

Prediction #3: Addressing Technology Debt Becomes Urgent

My stance: Modern service demands modern tools. Yet many organizations are held back by outdated systems. Last year’s Stand Out Service Trends report revealed that only 15% of respondents have a fully future-ready service management platform. And 50% have automated less than 10% of their field service tasks.

Pass or fail? Pass.

Modern technology is a prerequisite of the shift required in prediction #2, to keep pace with customer expectations. Again, the impact of AI this year makes the term “urgent” feel too soft; addressing technology debt is imperative to survival.

There’s a real need for companies to understand that the operational excellence that not very long ago was a competitive differentiator is now a table stakes expectation. This means that companies need service management tools capable of a very reliable degree of operational excellence but also must understand that it isn’t the competitive differentiator it once was. It is, however, the foundation for what’s needed to compete today.

“The challenge comes from the delayed investment that we always see with field services. I’ve talked to companies who have deployed AI in support services, have a remote team with augmented reality, and your field service team doesn't even use the same tools that your back office is using,” says Roy. “That debt has caught up with us, and now everybody expects the Uber-like experience, the DoorDash-like experience, the Instacart experience. And it's getting to the point now where it's the burden that's stopping them from really being able to differentiate or to be competitive. I you haven't invested in your field service, your execution arm, your customer-facing arm, your most valuable asset is behind.”

2025 made very clear that technology debt is urgent. While there are still many companies that need to close the gap, they are aware. I’ve noted this in my conversations and Roy has, too. “I don't think we made as much progress this year as I would have liked to see, but the awareness of it is there. In my advisory board meetings, the council that I went to, there's more corporate recognition that field service is behind [not just field service knowing that field service is behind],” he says.

Prediction #4: AI Will Bring Big Wins—and Big Missteps

My stance: We’ll see some major AI wins in 2025, and some big, painful missteps.

Pass or fail? 50/50

We did indeed see some major AI wins, but we didn’t see the major missteps I was expecting. I had anticipated we’d see a significant example of “what not to do,” but the most common misstep was not moving to adopt AI fast enough.

Wins that I was excited to cover included Makino’s use of Aquant alongside IFS, TOMRA North America’s move to IFS Cloud to leverage industrial AI, and Kodiak Gas – a story that hasn’t been published yet but was shared at IFS’s Industrial X Unleased event in NYC in November and is an excellent use case of how to think about how modern technology (including AI) can drive your business.

Roy pointed out that if there was a misstep, it was on the side of AI providers versus adopters. “If there was a misstep, I think it was more on the provider side. Some weren't actually ready for people to adopt at the rate they were selling. I think a lot of people decided this year that they were going to invest, and some providers couldn’t keep pace and became overwhelmed,” he says.

It is an important point to reinforce – that AI, sometimes marketed as “magic,” is a technology that brings some really incredible potential but, ultimately, is just another tool. It cannot solve your problems for you; you have to know what your best use cases are, select wisely, ensure you have data to support its effectiveness, and manage change.

Prediction #5: Storytelling Will Be a Must-Have Skill for Service Leaders

My stance: The importance of how service leaders communicate and the idea of storytelling being imperative for particularly how they communicate outside of the service function to gain awareness, understanding, and support.

Pass or fail? Fail.

I say fail because the economic uncertainty that impacted #1 factored in here, too, putting efficiency, productivity, and cost savings in focus. These things are always important but having them in focus reinforces the perception of what service has been versus what it can be. This keeps service leaders in a bit of a comfort zone and makes this need for storytelling less vital (for now).

That said, what Roy and I both took note of is how there has been more focus across businesses of the importance of strong leadership – which naturally surfaces storytelling.

“I don't think we got where we needed to with storytelling either, but what I am seeing is a shift to where people want leaders and not just team builders or task delegators. In that, to inspire and motivate teams, they’re going to have to be effective at storytelling,” says Roy. “We’ve both seen plenty of reorgs through this year and you’re starting to see that the storytelling leaders are the ones floating to the top of these organizations. If they’re not getting budget to hire a bunch more people, they need to lean on the ones that can inspire the people who are there.”

To hear Roy assess his 2025 predictions, both of us share some of our 2025 highlights, and give a preview of what’s in store for 2026, listen to the conversation here (or on your favorite podcast platform – Apple, Spotify, or YouTube).

Stand Out Spotlight with Clinten Van Der Merwe of TOMRA Recycling.

Stand Out Spotlight with Clinten Van Der Merwe of TOMRA Recycling.

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Question 1:What trend or challenge is top of mind for you at the moment & why?

Describe what being named a Stand Out 50 leader meant to you.

Please share one tangible action you feel creates a positive culture for your team.

Pick one: how do ensure you have time to think strategically about the future?

Name one thing you can’t live without.

Please share a quote or person that inspires you.

What’s a regular source of information/insight you find valuable?

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#10: Using AI to Unlock Potential While Protecting the Human Experience (Episode 313)

#9: An Inside Look at ACCO’s Strategic Big Bets to Win the Talent War (Episode 309)

#8: Move Over Bob: A New Narrative to Reinvigorate & Diversify the Trades (Episode 331)

#7: 5 Best Practices for Building Your Business Case for Service Improvement (Episode 334)

#6: How Lean Methodology is Guiding Service Transformation at Diebold Nixdorf (Episode 326)

#5: Authoritarian Leadership is Out: Why (and How) to Embrace the Power of Mattering (Episode 341)

#4: The Untold Truths of Service Leadership (Episodes 329 and 337)

#3: How Unisys is Differentiating Through Experience Management (Episode 330)

#2: The High Performance Traits of Stand Out Leaders (Episode 335)

#1: How Multivac Cut Technician Turnover in Half (Episode 325)

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