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April 16, 2026 | 2 Mins Read

Adapt or Die: Natural Intelligence as Nature’s Secret Playbook | Assets UNSCRIPTED

April 16, 2026 | 2 Mins Read

Adapt or Die: Natural Intelligence as Nature’s Secret Playbook | Assets UNSCRIPTED

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Assets UNSCRIPTED | A conversation on resilience, adaptation, and what leaders can learn from nature about building smarter organizations.

What if the future of field service leadership could be inspired by nature? In this episode of Assets UNSCRIPTED, host Berend Booms speaks with Floris Regouin, Chief Visionary Officer at The New Tomorrow and author of Natural Intelligence. Together, they explore how principles observed in nature—such as adaptability, collaboration, and resilience—can help field service organizations navigate complexity and change.

Watch The Full Episode Here

To explore these insights in more depth, watch the full Assets UNSCRIPTED episode featuring Floris Regouin:

Key Insights for Field Service Leaders

Key Insights for Field Service Leaders

1. Leadership Through Alignment, Not Control

Nature demonstrates that complex systems can operate effectively without rigid command structures. Much like starling murmurations, field service organizations thrive when leaders provide clear direction while empowering teams to adapt and respond to real-time conditions.

2. Resilience Comes from Diversity and Collaboration

From lichen ecosystems to interconnected natural systems, resilience is built through collaboration and diversity. For field service organizations, this translates into cross-functional teamwork, strong partner ecosystems, and inclusive workforce strategies.

3. The Power of Leverage Points

Nature achieves maximum impact with minimal energy. Field service leaders can apply this concept by focusing on high-impact initiatives—such as optimizing scheduling, enhancing knowledge sharing, and leveraging digital tools—to drive meaningful outcomes without unnecessary complexity.

4. Embracing AI as a Tool for Adaptation

Artificial intelligence should not be viewed as a threat but as an enabler of more human-centered work. By automating routine tasks, AI allows field service professionals to focus on customer relationships, creativity, and strategic decision-making.

5. Adaptation Is the Ultimate Competitive Advantage

The central message of the episode is clear: organizations that fail to adapt risk becoming obsolete. Field service leaders must foster a culture of continuous learning, experimentation, and flexibility to remain competitive in an evolving landscape.

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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UNSCRIPTED | A conversation on technology innovation, talent transformation, and culture-driven leadership.

Field service is evolving rapidly, but the conversations at Field Service Next West 2026 in San Diego made one thing clear: success isn’t defined by technology alone. Instead, it lies at the intersection of innovation, people, and culture.

In this episode of UNSCRIPTED, host Sarah Nicastro recaps the standout sessions, pivotal conversations, and personal reflections from the event. From balancing globalization and localization to redefining the service value proposition, the discussion highlights how industry leaders are navigating the complexities of today’s service landscape while preparing for what comes next.

For organizations striving to remain competitive, the key takeaway is clear: sustainable transformation requires not only modern technology, but also a deep commitment to customer-centricity, workforce development, and strong organizational culture.

Watch The Full Episode Here

In This Episode, We Explore

  • Why standardizing and modernizing the technology stack is essential for scalable service operations
  • How organizations are positioning service as a revenue and outcomes-driven engine
  • The importance of customer obsession and truly listening to customer feedback
  • How employer brand and the concept of “emotional salary” influence talent attraction and retention
  • The role of technology and AI in strengthening field service culture
  • Why leaders must balance innovation with strong execution of core business functions
  • Creative approaches to recruitment and workforce development - -
  • Insights from the Women in Service Breakfast and Stand Out 50 Leadership Dinner

Balancing Globalization and Localization

The event opened with a keynote from Brad Haeberle, Executive Vice President of Services, Smart Infrastructure Services at Siemens. Brad explored how global organizations can strike the right balance between standardization and localization.

A recurring theme throughout the week was the critical importance of standardizing the technology stack. Establishing global standards enables scalability and efficiency, while thoughtful localization ensures that regional customer and operational needs are effectively addressed.

Service as a Revenue and Outcomes Engine

Sasha Ilyukhin, SVP of Services at Tetra Pak, shared insights into positioning service as a driver of growth rather than a cost center. He highlighted the Advanced Services Group’s “Four Es” framework—Explore, Engage, Expand, and Exploit—as a powerful, iterative approach to continuously evolving customer value.

This perspective reinforces the shift toward outcome-based service models, where organizations focus on delivering measurable business results for their customers.

Customer Obsession Starts with Listening

During a panel on redefining the service value proposition, Tanya Singh, CCO at Biotronics3D, emphasized a simple yet often overlooked principle: true customer obsession begins with listening.

Understanding not only where organizations excel but also where they fall short provides invaluable insights for continuous improvement. This commitment to honest feedback is essential for shaping meaningful and differentiated service experiences.

Employer Brand and the Power of “Emotional Salary”

Talent transformation was another central theme. Marta Riggins, Strategic Consultant for Employer Brand and Engagement, introduced the concept of “emotional salary.” Beyond financial compensation, emotional salary reflects how employees feel about their work environment, opportunities for growth, recognition, and overall sense of purpose.

As the industry grapples with a widening talent gap, strengthening the employer brand and creating meaningful employee experiences will be critical to attracting and retaining the next generation of service professionals.

Technology’s Role in Shaping Culture

In a co-keynote, James Mylett, CEO of Smart Care, explored how technology can actively shape and strengthen field service culture. Rather than replacing human expertise, modern tools and AI can:

  • Empower technicians to perform at their best
  • Amplify recognition through real-time customer feedback
  • Improve work-life balance by optimizing scheduling and utilization
  • Enhance the visibility and impact of frontline contributions

These capabilities demonstrate how technology can serve as a catalyst for a more engaged and resilient workforce.

Rethinking Recruitment and Workforce Development

The challenge of attracting new talent was a recurring topic throughout the event. Megan Schlom of Schneider Electric highlighted the need for creative and flexible recruitment strategies, emphasizing that there is no one-size-fits-all approach.

While some organizations succeed with apprenticeship programs, others may find greater impact through partnerships with trade schools or alternative pathways. The key is for leaders to take an active role in shaping recruitment strategies and adapting to the evolving expectations of today’s workforce.

Balancing Innovation with Strong Execution

Another important insight came from discussions around AI and technological advancement. While innovation is essential, leaders were reminded that technology should not be used as a substitute for strong execution of core business functions. Sustainable success requires a balance between embracing new possibilities and maintaining operational excellence.

Community and Connection

Beyond the formal sessions, the event fostered meaningful connections across the field service community. Highlights included the Women in Service Breakfast, which provided a platform for open and empowering dialogue, and the Stand Out 50 Leadership Dinner, celebrating leadership and collaboration within the industry.

These moments underscored the importance of community and shared learning in shaping the future of field service.

Why This Matters for Service Leaders

Field Service Next West 2026 reinforced several critical shifts shaping the industry:

  • Service is becoming a strategic growth engine, not just an operational function.
  • Technology standardization and modernization are essential for scalability.
  • Customer-centricity and listening are foundational to value creation.
  • Talent attraction and retention depend on strong culture and employer branding.
  • AI and digital tools should enhance, not replace, human expertise.
  • Leadership and community play a vital role in driving sustainable transformation.

Organizations that successfully integrate these elements will be better positioned to build resilient, adaptable, and future-ready service operations.

Join the Conversation

  • 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

About the Host

Sarah Nicastro is the founder of Future of Field Service and a leading voice in service transformation. Through the UNSCRIPTED and Frontline UNSCRIPTED podcasts, she brings together industry leaders and practitioners to explore the trends, challenges, and opportunities shaping the future of service.

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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Frontline UNSCRIPTED Episode 2 | A conversation on generational differences, career growth, and what it really takes to attract and retain younger frontline talent.

For many younger workers, the trades aren’t the obvious first choice—they’re the opportunity they discover after realizing the expected path may not be the right one.

In this episode of Frontline UNSCRIPTED, Sarah Nicastro sits down with Jacob Brumbelow, Service Technician at MaxAir Mechanical, to talk about his path from college to HVAC, what made the trades click for him, and what his experience reveals about how younger talent views growth, loyalty, leadership, and long-term opportunity.

Because for many organizations, the challenge isn’t just finding talent—it’s creating an environment where that talent can see a future.

Watch The Full Episode Here

In this episode, we explore:

  • Why the trades deserve more visibility as a meaningful and rewarding career path
  • How Jacob discovered that working with his hands offered more fulfillment than the college path he originally pursued
  • Why younger technicians often define loyalty differently than previous generations
  • Why growth opportunities are critical to attracting and retaining frontline talent
  • How small actions—like listening and inviting feedback—can make employees feel seen and valued
  • What senior leaders often misunderstand about younger workers’ motivation and work ethic
  • How leadership development can open up new possibilities early in a frontline career
  • Why trying new things matters more than simply following the path you think you’re supposed to take

From College Assumptions to Career Clarity

One of the most relatable parts of this conversation is Jacob’s description of how he ended up in the trades.

Like many young people, he assumed college was simply the next step. It felt like the default option—the expected path, reinforced more by assumption than intention. But once he got there, it became clear that the work itself wasn’t giving him the satisfaction or sense of purpose he was looking for.

What changed everything was exposure to hands-on work.

Once Jacob realized how much he enjoyed fixing things, solving problems, and seeing the direct impact of his effort, the trades stopped feeling like a lesser alternative and started to look like a far better fit.

That shift matters—not just for individuals, but for the industry. It highlights how important visibility and early exposure are in helping younger talent understand the breadth of opportunity that exists in field service and the trades.

What Younger Talent Wants Isn’t the Same as What Older Generations Wanted

A key theme throughout the episode is the difference between how younger workers often think about work compared to older generations.

Jacob makes the point that younger technicians are often highly motivated—but not always by the same things. Growth, development, leadership opportunities, and long-term trajectory matter a great deal. Many aren’t just looking for a stable role; they want to understand where the path leads and how they can continue building toward something bigger.

That doesn’t mean they aren’t loyal.

It means their loyalty is often tied less to the company itself and more to what the experience offers:

  • Growth
  • Purpose
  • Team connection
  • Feeling heard and valued

This is an important distinction for leaders to understand. If companies continue measuring loyalty and work ethic by outdated standards, they risk misreading the mindset of the very talent they need to attract and retain.

Why Feeling Heard Matters More Than Leaders Realize

Another standout point in the discussion is how much impact seemingly small moments can have on the frontline employee experience.

Jacob shares that one of the things his company does well is create opportunities for employees to speak up, offer feedback, and share their opinions in team settings. While these actions may seem simple, they go a long way in helping people feel included and respected.

In field service environments—where employees are often remote, spread out, and disconnected from a physical office—those small moments matter even more.

They can shape whether someone feels like:

  • A valued part of the team
    or
  • Just another number

And when it comes to retention, that difference is significant.

Leadership Development Starts Earlier Than Many Think

One of the most compelling parts of Jacob’s story is his experience in MaxAir Mechanical’s leadership academy.

He joined initially to build confidence in public speaking and push himself outside of his comfort zone. But what the experience opened up was something bigger: a new understanding of leadership itself.

Rather than seeing leadership as a title or a role defined by giving orders, Jacob began to see it as something rooted in service, example, and influence.

That mindset shift is powerful.

It reinforces an important idea for service organizations: leadership development shouldn’t begin only when someone steps into management. It should start much earlier—helping individuals build the awareness, confidence, and skills that make them better teammates, stronger contributors, and future leaders.

Why This Matters for Service Leaders

If organizations want to close the talent gap, they need to do more than recruit younger workers into the trades.

They need to create environments where younger talent can:

  • See opportunity
  • Build skills
  • Feel heard
  • Grow into leadership
  • Understand the “why” behind the work

This episode is a reminder that attracting and retaining frontline talent isn’t just about compensation or filling roles.

It’s about challenging outdated assumptions, broadening visibility into career paths, and creating experiences that align with what today’s workforce values most.

The companies that get this right won’t just hire better—they’ll build stronger, more engaged frontline teams 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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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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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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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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Tetra Pak’s Approach to Service Growth 

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Tetra Pak’s Approach to Service Growth 

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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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