Episode 326

In this special episode of UNSCRIPTED, Sarah Nicastro sits down with two of this year’s Stand Out 50 Awards judges: Roy Dockery, Senior Director of Field Services Research at TSIA, and Ged Cranny, recently retired Senior Consultant for Konica Minolta’s international service business after a 45-year career in field service. Together, they pull back the curtain on the 2025 Stand Out 50 judging process to explore what defines great service leadership today; from empathy and storytelling to adaptability and foresight in the AI era. Both Roy and Ged share how recognition fuels purpose, how authentic leadership inspires loyalty, and why emotional intelligence and strategic storytelling will continue to shape the next generation of service leaders.

What You'll Learn

• Why recognition and storytelling are vital to service culture
• The authentic leadership traits that drive engagement and trust
• How to lead through technological change and AI transformation
• Why empathy and foresight are non-negotiable for the next era of leaders
• Lessons from the 2025 Stand Out 50 Awards judging process

About the Guest(s)

Roy Dockery
Roy Dockery is Senior Director of Field Services Research at TSIA, an author, and speaker. A former service executive with deep operational experience, Roy brings a grounded yet forward-looking perspective on leadership, culture, and empowerment. His work focuses on helping service leaders balance authenticity and accountability while building organizations where people feel seen, valued, and inspired to perform.

Ged Cranny
Ged Cranny recently retired as Senior Consultant for Konica Minolta’s international service business, marking the culmination of a 45-year career devoted to advancing field service excellence. He is widely respected for championing customer-centric transformation and developing the next generation of service leaders. A long-time supporter of Future of Field Service, Ged has been instrumental in highlighting the human side of leadership — blending strategic clarity with empathy and storytelling to connect business goals to real-world impact.

Follow Along

• [0:00 – 3:00] Introductions to the Stand Out 50 Judges Table.
• [3:00 – 8:00] Why recognizing service leaders matters.
• [8:00 – 14:00] Defining standout leadership: authenticity, empathy, and inspiration.
• [14:00 – 18:00] Ged on storytelling and earning trust across every level.
• [18:00 – 25:00] Roy’s story on being overlooked for an award & what true recognition looks like.
• [25:00 – 30:00] Ged’s proudest leadership moments during crisis.
• [30:00 – 38:00] How AI is reshaping leadership and workforce development.
• [38:00 – 44:00] Balancing technology with empathy and human connection.
• [44:00 – End] Reflections on judging this year’s nominations and lessons from the Stand Out 50.

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