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Tag: podcast

April 2, 2026 | 3 Mins Read

How Unisys Is Closing the Value Gap in Field Service

April 2, 2026 | 3 Mins Read

How Unisys Is Closing the Value Gap in Field Service

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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.

Join The Conversation

Follow along and stay connected with the Future of Field Service community:

Follow Future of Field Service on LinkedIn here

Subscribe to The Insider Newsletter here

Follow Sarah Nicastro on LinkedIn here

Subscribe to the Future of Field Service YouTube Channel here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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March 25, 2026 | 3 Mins Read

How Field Service Management Has Evolved & What Comes Next | UNSCRIPTED Ep. 359

March 25, 2026 | 3 Mins Read

How Field Service Management Has Evolved & What Comes Next | UNSCRIPTED Ep. 359

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UNSCRIPTED Ep. 359 | A conversation on transformation, decision-making, and how AI is reshaping resilient field service operations.

Field service management is no longer just about tools, scheduling, or efficiency. It has become a far more complex and strategic discipline—one that sits at the center of how service organizations operate and deliver value.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with David Alazraki, Partner in PwC’s Field Service and Operations Practice, to explore how field service management has evolved, why many organizations struggle to navigate today’s landscape, and what leaders should focus on next.

For many organizations, the challenge isn’t a lack of technology—it’s knowing which decisions actually matter.

Watch The Full Episode Here

In this episode, we explore:

  • How field service management has evolved from fragmented tools to more connected platform strategies
  • Why not every requirement is a “key decision”—and how to avoid unnecessary customization
  • Why operational excellence is now table stakes, not a competitive differentiator
  • The importance of an end-to-end view across the service lifecycle (IPSECA)
  • How to navigate a crowded vendor landscape without decision paralysis
  • Why consolidation and integration are becoming critical How AI is acting as an amplifier—not just a tool for efficiency
  • Why industry and domain expertise are essential to transformation success

From Fragmentation to Connected Platforms

One of the biggest shifts in field service management is the move away from long-term, monolithic systems toward more flexible, connected platforms.

At the same time, the market has become increasingly fragmented. While more choice can be beneficial, it also introduces complexity—making it harder for organizations to confidently select the right solutions.

As David explains, success today isn’t about finding a perfect tool. It’s about making the right decisions—focusing on what truly drives outcomes while avoiding unnecessary customization that slows progress and creates long-term challenges.

Field Service Doesn’t Exist in Isolation

A key theme in this conversation is the importance of thinking beyond field service itself.

Using the IPSECA model (Initiate, Plan, Schedule, Execute, Complete, Analyze), the discussion highlights how field service is heavily influenced by upstream decisions—such as how work is created, planned, and prioritized.

When organizations struggle with scheduling or execution, the root cause often lies elsewhere.

For service leaders, this reinforces the need to take an end-to-end view of operations rather than trying to optimize field service in isolation.

AI as an Amplifier, Not Just Automation

AI is often framed as a tool for efficiency—reducing costs, automating tasks, or replacing manual work.

But this conversation challenges that perspective.

The real opportunity is using AI to:

  • Bridge workforce skill gaps
  • Improve resilience in the face of disruption
  • Support better, faster decision-making
  • Scale service outcomes without simply adding headcount

Organizations that approach AI as an amplifier—rather than just an efficiency tool—are far better positioned to create long-term value.

Why This Matters for Service Leaders

As field service continues to evolve, organizations are facing increasing pressure—from rising customer expectations to workforce constraints and growing operational complexity.

This episode highlights a critical shift:

Operational excellence is no longer enough.

What matters now is how organizations:

  • Make better, faster decisions
  • Align technology with a clear vision
  • Connect processes across the entire service lifecycle
  • Use AI and modern platforms to expand what’s possible

Those that get this right won’t just improve efficiency—they’ll build more resilient, adaptable service organizations for the future.

Join The Conversation

Follow along and stay connected with the Future of Field Service community:

Follow Future of Field Service on LinkedIn here

Subscribe to The Insider Newsletter here

Follow Sarah Nicastro on LinkedIn here

Subscribe to the Future of Field Service YouTube Channel here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Asset Management and Service Growth | Assets UNSCRIPTED Ep 2

What if the same digital capabilities that give you confidence to take on risk could also build stronger trust with your customers?

In this episode of Assets UNSCRIPTED, Berend Boom sits down with Rui Melo Ferreira, Corporate Maintenance & Asset Manager at MAKEEN Energy, to explore how digitalization is reshaping asset management, service delivery, and business models in the energy sector.

From moving away from fragmented systems to building a more unified digital foundation, this conversation offers practical insight into how data, transparency, and better workflows can help organizations move from reacting to problems to predicting and preventing them.

Drawing from his experience leading digitalization efforts across maintenance and service operations, Rui shares how MAKEEN Energy is turning sophisticated asset management into service growth potential.

What Is Asset Management and Service Growth?

At its core, asset management and service growth is about using better visibility, better data, and better decision-making to create more value for both the provider and the customer.

Rather than treating maintenance as a reactive function, it shifts the focus toward long-term asset performance, stronger service relationships, and business models built around outcomes.

This conversation highlights how asset management and service growth allows organizations to move beyond break-fix service and focus on reliability, transparency, and measurable customer value. When companies adopt this mindset, they create a stronger foundation for servitization and long-term performance.

About the Guest: Rui Melo Ferreira

Rui Melo Ferreira is the Corporate Maintenance & Asset Manager at MAKEEN Energy Gas Solutions in Portugal.

His work focuses on asset performance, field service digitalization, and improving maintenance processes across global service operations. Rui works closely with service managers around the world to help improve the performance of customer assets, strengthen team effectiveness, and increase operational efficiency through better use of data, digital tools, and workflows.

Today, Rui is helping drive MAKEEN Energy’s digital transformation journey, supporting the company’s shift toward more advanced service models, stronger customer partnerships, and a more connected approach to maintenance and asset performance.

Why Asset Management and Service Growth Matters for Asset Leaders

For asset leaders, it is easy to focus on immediate operational demands—uptime, reliability, costs, compliance, and customer expectations.

But one of the most important takeaways from this episode is that digitalization is not just about efficiency. It is about creating the visibility and confidence needed to support new service models and long-term customer value.

Without asset management and service growth, organizations can struggle to move beyond reactive maintenance, fragmented processes, and limited transparency. This often makes it harder to scale service offerings, build trust with customers, and create the operational maturity needed for performance-based models.

When leaders strengthen this foundation, they:

  • Build more transparent and trusted customer relationships
  • Improve long-term asset performance
  • Create better conditions for servitization
  • Equip frontline teams with tools that make work easier and more effective
  • Support more scalable, data-driven service delivery

What You’ll Learn in This Episode

In this conversation, Berend, Sarah, and Rui explore several key themes that matter deeply to leaders in assets, maintenance, operations, and service, including:

  • How to move from fragmented tools to a more unified digital platform
  • Why creating a “picture of the moment” helps customers understand asset condition and future needs
  • How data supports the shift from reactive maintenance to predictive and preventive action
  • Why digitalization becomes essential in asset performance management and performance-based contracts
  • How transparency helps build trust and strengthen customer relationships
  • Why showing the real-time impact of service visits helps convert one-time work into longer-term partnerships
  • How digital tools improve the frontline employee experience by reducing manual work
  • Why modernizing field roles is important for attracting and retaining talent
  • What leaders should remember about listening to their people during change

How to Begin Strengthening Asset Management and Service Growth

One of the most practical aspects of this episode is the emphasis on building a stronger digital and operational foundation step by step.

Rui shares several principles that matter most:

  • Unify systems where possible to reduce fragmentation
  • Use data to understand asset condition, performance trends, and future risk
  • Create transparency that helps customers see the value of the work being done
  • Reduce manual tasks so frontline teams can focus on higher-value work
  • Listen to employees throughout the change journey and use their feedback to improve adoption

Ultimately, asset management and service growth is an ongoing journey—not a one-time shift. Organizations that commit to this path can improve reliability, build trust, support servitization, and create stronger long-term outcomes for both customers and teams.

Watch the Episode

Watch the full conversation with Rui Melo Ferreira below.

Or listen here:

Connect and Learn More

Follow along and stay connected with the Future of Assets community:

Follow Berend Booms on LinkedIn here

Subscribe to the Future of Assets YouTube Channel here

Follow Future of Assets on LinkedIn here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Internal Leadership Transformation | UNSCRIPTED Ep 358

What if the biggest competition you’re facing isn’t external—but internal?

In this episode of UNSCRIPTED, Sarah Nicastro and Jovan Glasgow explore the power of internal leadership transformation and why real growth starts from within. From overcoming fear and ego to releasing disappointment and leading with authenticity, this conversation offers a powerful perspective for service leaders navigating change and complexity.

Drawing from his journey from Antigua and Barbuda to building a global coaching and development brand, Jovan shares insights on how leaders can move beyond comparison and instead focus on maximizing their true capacity.

What Is Internal Leadership Transformation?

At its core, internal leadership transformation is about shifting the focus from external validation to internal growth.

Rather than measuring success against competitors or industry benchmarks alone, it challenges leaders to ask a deeper question: Am I becoming my best, not just being the best?

This conversation highlights how internal leadership transformation allows leaders to move beyond comparison and focus on their true capacity. When leaders adopt this mindset, they unlock both higher performance and a greater sense of clarity and purpose.

About the Guest: Jovan Glasgow

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and development brand focused on human transformation and organizational leadership.

Originally from Antigua and Barbuda, Jovan’s journey was shaped by humble beginnings and a deep commitment to impact. After starting in aeronautical engineering, a life-changing experience led him to pursue work centered on helping individuals and organizations unlock their full potential.

Today, Jovan works with leaders across industries to help them move beyond surface-level motivation and into meaningful, lasting transformation. His approach blends mindset, behavior, and daily practices that drive sustainable growth.

Why Internal Leadership Transformation Matters for Service Leaders

For service leaders, it’s easy to focus on external pressures—KPIs, customer expectations, competitive benchmarks, and operational demands.

But one of the most important takeaways from this episode is that external focus alone can create limitations.

Without internal leadership transformation, fear and ego can quietly influence how leaders show up and make decisions. This often leads to performative leadership, reduced authenticity, and missed opportunities for growth within teams.

When leaders shift inward, they:

  • Build stronger, more authentic relationships with their teams
  • Encourage adaptability and innovation
  • Create cultures rooted in trust rather than performance pressure
  • Unlock untapped potential across their organization

What You’ll Learn in This Episode

In this conversation, Sarah and Jovan explore several key themes that matter deeply to service leaders and growth-minded professionals, including:

  • Why focusing on being your best creates more peace and possibility than trying to be the best
  • How competition can serve as a reference point without becoming the focus
  • Why ego is often about looking good instead of being good
  • How fear doesn’t stop action, but does stop boldness and authenticity
  • What Jovan means by “perception prison” and how leaders can avoid decorating the box others put them in
  • Why shame and unforgiveness are two of the biggest blockers to performance and growth
  • How the decision to release disappointment must come before the ability to do it naturally
  • What the daily practices of intention, attention, reflection, and retention look like in real life
  • Why whatever you normalize, you rationalize and eventually actualize
  • How challenging outdated norms can become the catalyst for genuine transformation

How to Begin Your Internal Leadership Transformation

One of the most practical aspects of this episode is the emphasis on daily habits and intentional reflection.

Jovan shares a simple but powerful framework:

  • Intention – How you choose to show up at the start of the day
  • Attention – Staying present and focused throughout the day
  • Reflection – Evaluating wins, challenges, and lessons learned
  • Retention – Applying those lessons moving forward

Ultimately, internal leadership transformation is a daily practice—not a one-time shift. Leaders who commit to this process build resilience, strengthen self-awareness, and create a foundation for long-term success.

Watch the Episode

Or listen here:

Connect and Learn More

Follow along and stay connected with the Future of Field Service community:

Follow Sarah Nicastro on LinkedIn here

Subscribe to The Insider Newsletter here

Subscribe to the Future of Field Service YouTube Channel here

Follow Future of Field Service on LinkedIn here

Follow Future of Assets on LinkedIn here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Episode 1

What does it really take to lead a high-performing frontline service team?

In the debut episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Phil Manchester, Service Team Lead at AirTight FaciliTech, to explore what leadership really looks like on the frontlines of service.

Drawing from more than a decade of hands-on experience in HVAC and facilities management, Phil shares how he transitioned from working as a technician in the field to leading a team of service professionals. The conversation explores the realities of frontline leadership—from managing different personalities and building trust with technicians to setting ambitious goals and embracing continuous learning.

This first episode sets the tone for the series: honest conversations with the people doing the work that keeps industries running.

About the Guest: Phil Manchester

Phil Manchester is a Service Team Lead at Airtight Facilities with over ten years of experience in HVAC systems and facilities management.

Starting his career as a technician, Phil developed a passion for solving complex mechanical problems and working directly with customers to restore critical systems. Today, he leads a team of technicians while mentoring the next generation of frontline professionals.

Phil brings a unique perspective to leadership—one shaped by real-world field experience. In this episode, he shares practical insights about building strong service teams, adapting leadership styles to different personalities, and the mindset required to keep growing in a skilled trades career.

What You'll Learn in This Episode

In this conversation, Sarah and Phil explore several key themes that impact frontline teams and service leaders today, including:

  • Why transitioning from technician to leader requires developing emotional intelligence
  • How individualized communication helps build trust with service technicians
  • The differences between what younger and experienced frontline workers expect from leadership
  • Why refusing to live with “what ifs” can drive long-term career growth
  • How frontline work combines hands-on skills with complex problem-solving
  • Why senior leaders should spend more time listening to frontline voices
  • How AI and technology are becoming tools that make technicians more effective
  • Why continuous learning is essential in skilled trades careers

Watch the Episode

Watch the full conversation with Phil Manchester below.

Or listen here:

Connect and Learn More

Follow along and stay connected with the Future of Field Service community:

Follow Sarah Nicastro on LinkedIn here

Subscribe to The Insider Newsletter here

Subscribe to the Future of Field Service YouTube Channel here

Follow Future of Field Service on LinkedIn here

Follow Future of Assets on LinkedIn here

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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March 11, 2026 | 3 Mins Read

UNSCRIPTED Podcast Episode 357: IWD 2026 – A ‘Love Note’ for Women Across the World

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Episode 357

In this special International Women’s Day 2026 episode of the UNSCRIPTED Podcast, host Sarah Nicastro is joined by Hannah Knowles, coauthor of Love Notes and keynote speaker at Art of Brilliance, for a thoughtful conversation about self-care, leadership, vulnerability, and the power of small consistent habits.

Together, Sarah and Hannah explore a timely message for women everywhere: prioritizing yourself is not selfish. From navigating guilt and overwhelm to building resilience through everyday habits, this episode is a powerful reminder that the smallest actions often create the biggest shifts.

If you are leading through change, balancing competing priorities, or trying to show up better for yourself and others, this conversation offers practical insight and encouragement you can put into action right away.

What’s Discussed in This Episode

  • Why self-care is a strength, not a weakness
  • The importance of being kinder to yourself as a woman and leader
  • How consistency beats intensity when building healthy habits
  • The role of small daily actions in creating meaningful long-term change
  • How to use the question “Is this useful?” to manage mental clutter
  • What glimmers are and how they help retrain the brain away from negativity
  • Why the Eat, Move, Sleep, Relationships framework matters for wellbeing
  • How leaders can help teams navigate uncertainty and change more effectively
  • Why perspective shapes how people experience change
  • The value of transparency, vulnerability, and humanness in leadership
  • What “I’ll go first” means in the context of leadership and equality
  • How the Give to Gain message connects self-care, role modelling, and collective progress

About the Guest

Hannah Knowles is a keynote speaker and trainer with Art of Brilliance, an organisation focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a recently released book described as a collection of quotes, short stories, meaningful insights, and moments of lightness centred on what gives life meaning: love.

In her work, Hannah helps people focus on what they can control, build resilience, and take practical steps toward feeling better each day. Her perspective blends wellbeing, leadership, personal growth, and positive action in a way that is both relatable and immediately useful.

Watch Here

Watch Episode 357 of the Unscripted Podcast here:

Prefer to listen instead?

“Start with you. Because, truthfully, that version of you, if you’re looking after you, puts you in a better position to handle the challenges that life can throw at you.” — Hannah Knowles

This episode of the UNSCRIPTED Podcast is a must-watch for leaders, working parents, and women navigating the constant demands of modern life. Sarah Nicastro and Hannah Knowles offer a refreshing conversation on self-care, leadership, resilience, change management, and personal growth, showing that small habits, honest reflection, and the courage to go first can create a lasting ripple effect.

FAQ

What is Episode 357 of the UNSCRIPTED Podcast about?

Episode 357 explores self-care, leadership, change, and the International Women’s Day 2026 theme through a conversation between Sarah Nicastro and Hannah Knowles.

Who is Hannah Knowles?

Hannah Knowles is a keynote speaker and trainer at Art of Brilliance and coauthor of Love Notes.

What are the key themes of this episode?

The episode focuses on self-care, consistency, glimmers, leadership through change, vulnerability, and the idea that prioritising yourself helps you show up better for others.

Why is this episode relevant for leaders?

It offers practical insight into managing uncertainty, supporting teams through change, and modelling healthy, human leadership.

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Episode 356

In this episode of UNSCRIPTED, Sarah Nicastro welcomes back Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid, strategic conversation about what it really takes to unlock service growth.

Grounded in recent research conducted by Future of Field Service in partnership with Simon-Kucher, the discussion moves beyond theory to explore how a global leader has translated service ambition into measurable outcomes. While 85% of service leaders express optimism about growth potential, only 2% report delivering outcome-based services at scale.

Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to turn outcomes into a €2.2B service business - with half delivered through long-term, performance-based agreements.

Listeners Will Gain Insight Into

  • The evolution from a la carte services to outcome-driven partnerships
  • Why service should be anchored in value realization - not revenue targets
  • How employee experience directly fuels service growth and retention
  • The role of digital platforms like Factory OS in enabling cost, sustainability, and workforce transformation
  • Practical advice for organizations looking to scale beyond the “2%” of outcome-based offerings

Sasha makes a compelling case that every service already delivers outcomes - the question is whether companies are structured to identify, capture, and share that value effectively.

He also challenges leaders to think differently about:

  • Workforce shortages
  • Travel reduction
  • Knowledge management
  • Risk-sharing models

—all of which can become enablers of long-term differentiation in service delivery.

If you’re navigating the shift from transactional service to strategic partnership, or looking for real-world validation of what outcome-based service looks like in practice, this episode offers both inspiration and pragmatic guidance.

Because in the end, as Sasha puts it: 

You sell equipment once. Customers come back for the service experience.

Watch or Listen to The Episode

You can watch the full conversation or listen on your preferred podcast platform.

Follow Along with the Conversation

  • 02:50 - Sasha introduction + Tetra Pak services overview
  • 06:55 - Service growth trends: research insights + industry optimism
  • 09:23 - Why customers return: the power of service experience
  • 10:58 - A la carte services vs outcome-based service models
  • 12:20 - Tetra Pak’s service transformation + €2.2B outcomes business
  • 17:45 - Value realization: every service delivers outcomes
  • 23:42 - Service growth challenges: workforce, travel, knowledge management
  • 30:21 - Employee experience as a driver of service growth
  • 33:05 - Digital transformation in service + Factory OS platform
  • 40:48 - Future opportunities: knowledge gaps, as-a-service, quality outcomes
  • 43:48 - Advice for scaling outcome-based services beyond the “2%”
  • 46:25 - Episode wrap-up

Stay Connected

If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts or Spotify.

You can also subscribe to our newsletter to get the latest UNSCRIPTED episodes, research insights, and service leadership perspectives delivered straight to your inbox.

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Episode 355

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to explore why soft skills drive hard results, how to bridge the gap between knowing something matters and taking action on it, and the key strategies to transform your frontline into irreplaceable talent.  

What You'll Learn

  • How to distinguish soft skills from character traits: Soft skills are transferable, learnable behaviors (communication, conflict resolution, empathy), while character is innate; understanding this difference is critical to building effective development programs. 
  • The 250% ROI on soft skills training: Research from Harvard, Boston University, and the University of Michigan proves that soft skills investment delivers exceptional returns—yet most organizations treat them as secondary to technical training. 
  • Why promoting your best technician can destroy team culture: The Peter Principle in action—a star individual contributor often fails in leadership without soft skill development, leading to turnover, callbacks, and team deterioration that costs far more than the original investment. 
  • How to bridge the gap between stated importance and actual investment: Communicate the "WIFM" (What's In It For Me) to frontline employees; without explaining how soft skills advance their careers, increase earnings, and improve personal relationships, you're setting unspoken expectations that breed resentment. 
  • The assessment framework for balancing hard and soft skills development: Use objective measures (quizzes, behavioral observation during onboarding) alongside practical technical assessments to identify skill gaps and tailor training intensity to individual needs. 
  • Why leadership alignment destroys soft skills initiatives: Organizations undermine training investments when leaders don't model the soft skills they're asking employees to develop; alignment across the entire organizational culture is non-negotiable. 

About the Guest(s)

Josh Zolin is the CEO of Windy City Equipment and author of *Blue is the New White*, known for his expertise in soft skills development and human ROI in the skilled trades and field service industries. With a unique background transitioning from Hollywood stuntman to field service technician, he has built a deep understanding of how transferable skills drive organizational success and employee retention. Zolin has scaled Windy City Equipment to the Inc 5,000 list for three consecutive years and launched the Blue is the New White Academy, an employee development platform designed to equip frontline professionals with critical soft skills including communication, empathy, and personal responsibility. In this episode, Zolin shares evidence-based strategies for closing the gap between knowing soft skills matter and actually investing in them, providing actionable insights on how to achieve a 250% ROI through targeted training and leadership alignment. His work has helped service organizations transform technical talent into irreplaceable leaders, making this conversation essential for those seeking to build resilient, high-performing teams in an increasingly competitive market. 

Follow Along

  • 01:25 – From Stuntman to Skilled Trades
  • 03:20 – Changing the Narrative Around Trades
  • 05:10 – Perception Shift & Industry Momentum
  • 10:50 – Defining Soft Skills vs. Character
  • 12:10 – Communication, Listening & Leadership
  • 15:20 – Can Soft Skills Be Taught?
  • 18:40 – Why Training Starts Too Late
  • 19:50 – The 250% ROI of Soft Skills
  • 20:05 – The “Techs Don’t Care” Myth
  • 21:55 – Unspoken Expectations & Resentment
  • 29:10 – The Unicorn Tech Promotion Mistake
  • 35:05 – Practice, Discomfort & Growth
  • 39:10 – Assessing Soft Skills in Hiring
  • 44:20 – You Get What You Tolerate
  • 47:35 – Leverage, Lifestyle & the Next Generation
  • 49:05 – AI, Humanity & the Future of Service
  • 52:00 – Final Reflections & Closing Thoughts

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Episode 354

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Matt Tice, Vice President of Global Services at QuidelOrtho, to explore what’s gone into transforming service from an afterthought into a strategic business differentiator. Drawing on nearly two decades with the same organization, through multiple transformations, an IPO, and acquisition, Matt shares the six keys that enabled him to elevate service across the executive leadership team, embed it into customer strategy, and build a workforce equipped to deliver exceptional experiences. 

What You'll Learn

This episode breaks down how QuidelOrtho turned service into a true commercial differentiator and earned enterprise wide buy in. You will learn:

  • How to position service as the retention engine that strengthens customer loyalty and repurchase rates
  • Practical ways to break down silos and earn a seat at the table across commercial and cross functional leadership
  • How to avoid getting pulled into daily firefighting so you can invest time in relationship building and influence
  • How to secure executive leadership support using strong storytelling backed by robust data and benchmarking
  • Why lifetime customer value can be a more effective investment lens than revenue or EBITDA alone for service initiatives
  • How to build a customer led service strategy by translating customer priorities into measurable outcomes
  • How to use KPIs for continuous improvement by challenging “green” metrics and refining targets that no longer drive change
  • How to shift customer feedback beyond high level NPS into more actionable signals like customer effort and satisfaction
  • How workforce expectations are changing and what that means for flexibility, career progression, and apprenticeship models
  • Where AI can help most by automating transactional work so teams can focus on relationships and customer experience

About the Guest(s)

Matt Tice is Vice President of Global Services at QuidelOrtho, where he leads global service strategy and execution across a complex diagnostics portfolio.

Matt has spent nearly two decades with the organization through multiple transformations, including a carve out from Johnson and Johnson, private equity ownership, the pandemic, an IPO, and the acquisition by Quidel that formed QuidelOrtho. He also spent time in finance after earning his MBA, which shaped how he builds executive alignment around service investments using data, storytelling, and commercial context.

QuidelOrtho designs and supports diagnostic analyzers and tests across healthcare, including solutions used for disease and cancer testing, respiratory diagnostics, and over the counter COVID testing.

Follow Along

  1. Service as the retention engine and how to earn “we’re all in service” buy in - 00:04:55 to 00:07:09
  2. Stop firefighting and create intentional space for relationship building - 00:09:31 to 00:12:31
  3. How to win ELT support with storytelling, benchmarking, and lifetime customer value - 00:13:07 to 00:18:32
  4. Building a customer led strategy and turning customer priorities into a scorecard - 00:19:03 to 00:20:54
  5. KPI discipline for continuous improvement and why “green” metrics still need scrutiny - 00:21:47 to 00:30:27
  6. Workforce shifts and AI as an enabler: automate the transactional to elevate the relational - 00:31:57 to 00:39:50

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

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Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

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Episode 1 - Assets UNSCRIPTED

Sometimes maximizing asset value is less about short-term optimization and more about building resilience over decades. In the first episode of Assets UNSCRIPTED, host Berend Booms speaks with Markus Göring, Director of Asset Value Controlling at Vattenfall, about why resilience has become a strategic priority for asset-intensive organizations operating in an increasingly uncertain world. 

They explore where organizations most commonly lose asset value across the lifecycle, why risk-based maintenance is not optional but foundational to staying in control, and how deliberately balancing performance, cost, and risk over time is what ultimately creates resilient operations. Markus shares a pragmatic view on the realities of data and AI in asset management, the role of operational readiness in preventing value erosion between projects and operations, and why transparency, clear ownership of assumptions, and cross-functional alignment matter more than tools or certifications. 

For leaders navigating short-term pressures, long asset lifespans, and growing volatility, this conversation offers a grounded, experience-based perspective on resilience as a strategy-not by trying to predict the future, but by staying in control and being prepared for it. 

What You’ll Learn

This episode explores why resilience has become a strategic priority for asset intensive organizations, and what it takes to protect asset value over decades. Key takeaways include:

  • How organizations lose asset value across the lifecycle, often starting in planning and assumptions
  • Why risk based maintenance is foundational to staying in control, not an optional add on
  • How to balance performance, cost, and risk over long asset lifespans without losing sight of the strategy
  • Why operational readiness matters, and where handoffs from project to operations commonly break down
  • A pragmatic view on data and AI in asset management, including why predictive maintenance often falls short today
  • Why transparency, clear ownership of assumptions, and cross functional alignment matter more than tools or certifications

About the Guest(s)

Markus Göring is the Director of Asset Value Controlling at Vattenfall. Based in Hamburg, he leads an international team that supports asset value maximization across the full lifecycle, from business cases and investment planning to project governance, operational readiness, and optimization during operations and maintenance.

Follow Along

  • What asset value means at Vattenfall, and how sustainability and security of supply shape the equation - 00:03:56 to 00:07:13
  • Where organizations lose asset value across the lifecycle, from assumptions to decommissioning - 00:08:01 to 00:12:04
  • Balancing long term value with short term pressures using asset strategy and yearly planning - 00:14:23 to 00:19:06
  • Why risk based maintenance is not optional, and how criticality drives the maintenance approach - 00:20:13 to 00:25:59
  • The common pitfall in moving from reactive maintenance to control, and why operational readiness matters - 00:26:38 to 00:29:09
  • Data, AI, and the reality gap, plus where small, targeted use cases can create value now - 00:31:06 to 00:37:19

Why analytics and process improvement should enhance employee experience and customer outcomes - not feel like oversight. A powerful reminder that trust drives results.

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:

Stay Connected

Subscribe to The INSIDER, our exclusive monthly newsletter, and get a first look at what’s new, what’s next, and what’s only shared with our inner circle.

Related Content

All Roads Lead Back to Change Management

How Unisys Is Closing the Value Gap in Field Service

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