UNSCRIPTED Ep. 360 | A conversation on value, pricing, and how field service is shifting from cost center to growth engine.
Field service is no longer just about execution—it’s about value.
Yet many organizations are still struggling with a critical disconnect: the value they deliver in the field isn’t reflected in how they price, position, or scale their services.
In this episode of UNSCRIPTED, Sarah Nicastro sits down with Vivek Swaminathan, Director of Products & Solutions for Digital Workplace Services at Unisys, to explore why closing this “value gap” is essential—and what it takes to do it successfully.
Because for many organizations, the challenge isn’t capability—it’s alignment.
Watch The Full Episode Here
In this episode, we explore:
- Why field service is no longer a back-office function—but the face of your brand
- The “value gap” in service pricing—and how to close it
- Why execution must align with commercial strategy to avoid margin erosion
- How to articulate value beyond time on-site in a digital-first service model
- The role of human-machine collaboration in driving better outcomes
- Why operational excellence is now the baseline—not a differentiator How service organizations can shift from cost control to growth enablement
Closing the Gap Between Value and Pricing
One of the central themes of this conversation is the growing disconnect between the value service organizations deliver and how that value is captured commercially.
As Vivek explains, many businesses are still anchored in legacy pricing models—focused on inputs like time and labor—rather than outcomes and impact.
This creates a “value gap,” where organizations deliver far more than they are able to monetize.
Closing that gap requires a shift in mindset:
- From effort → value
- From transactions → outcomes
- From cost recovery → growth enablement
Field Service as the Face of the Brand
Another key takeaway is the evolving role of field service within the business.
Field technicians are no longer just executing work—they are representing the brand in every interaction.
In a world shaped by digital expectations, the service experience plays a direct role in:
- Customer perception
- Retention
- Long-term value creation
This makes field service a critical lever—not just for operations, but for growth.
Execution and Strategy Must Be Aligned
A strong commercial strategy means little if execution doesn’t support it.
One of the challenges many organizations face is a disconnect between what is sold and what is delivered in the field.
When execution falls short:
- Value is diluted
- Margins erode
- Customer trust is impacted
Bridging this gap requires tighter alignment between:
- Strategy
- Operations
- Technology
Human + Machine: The Next Phase of Service
As AI and automation continue to evolve, the conversation highlights an important shift:
The future isn’t about replacing people—it’s about augmenting them.
Human-machine collaboration enables organizations to:
- Enhance decision-making
- Improve efficiency without sacrificing experience
- Deliver more consistent and scalable outcomes
The organizations that get this balance right will be best positioned to move forward.
Why This Matters for Service Leaders
Field service is at a turning point.
Operational excellence is no longer enough to stand out—it’s expected.
What differentiates organizations today is how they:
- Capture and communicate value
- Align execution with strategy
- Leverage technology to amplify outcomes
- Position service as a growth driver, not a cost center
Those that successfully close the value gap won’t just improve performance—they’ll redefine the role of service within the business.
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