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April 29, 2026 | 3 Mins Read

AI in Action: Less Chasing Trends, More Creating Value | UNSCRIPTED

April 29, 2026 | 3 Mins Read

AI in Action: Less Chasing Trends, More Creating Value | UNSCRIPTED

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What If Your AI Strategy Is Holding You Back?

For service leaders, AI isn’t just another technology trend - it’s a major opportunity to transform how work gets done.

But as many organizations are discovering, moving fast with AI doesn’t always mean moving in the right direction.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Jayda Nance, AI Product Owner at IBM, to explore why clear problem determination beats trendy tech adoption, how to distinguish between automation and true AI, and why pilots - not large-scale rollouts - are the key to proving real business value.

The result? A practical, no-hype approach to AI that helps service leaders create value — not just activity.

Listen to the Full Episode

Stop Chasing Trends: Why AI Strategies Often Miss the Mark

One of the biggest risks in AI adoption today is the tendency to chase momentum instead of solving meaningful problems.

Organizations feel pressure to:

  • Keep pace with competitors
  • Align with industry trends
  • Demonstrate progress with AI

However, as Jayda explains, this often creates short-term momentum without long-term impact.

Without a clear understanding of the underlying problem, AI initiatives can lead to:

  • Misaligned investments
  • Low adoption
  • Solutions that fail to scale

Start With the Problem - Not the Technology

A central theme of the conversation is adopting a “reporter mindset.”

Before selecting any technology, leaders must take the time to:

  • Observe what is actually happening
  • Ask deeper, more meaningful questions
  • Understand root causes

In many cases, what appears to be an AI opportunity is not a technology gap at all.

More often, the issue lies in a lack of process clarity.

Fix the Process Before Adding Intelligence

One of the most practical insights from this discussion is that not every challenge requires AI.

In many instances, the real issue can be addressed by:

  • Redesigning workflows
  • Improving data quality
  • Clarifying roles and responsibilities

Introducing AI into a flawed process does not resolve the issue — it amplifies it.

A strong operational foundation must come first.

AI vs. Automation: Understanding What You Actually Need

Another important distinction is understanding when to use automation versus AI.

  • Automation is suited to repetitive, rule-based tasks
  • AI is required when systems need to learn, adapt, and make decisions

Applying AI where automation would suffice increases cost and complexity unnecessarily, while failing to use AI where it is needed limits potential impact.

The objective is not to use AI everywhere, but to use it where it creates the most value.

Why Pilots Beat Large-Scale Rollouts

Rather than committing to large, complex initiatives from the outset, Jayda emphasizes the importance of starting with pilots.

Pilots enable organizations to:

  • Prove value quickly
  • Minimize risk
  • Build confidence across stakeholders

For example, testing a solution on a small number of service requests over a short period can validate whether the approach is viable before scaling further.

This approach ensures that investment decisions are based on evidence rather than assumption.

AI Doesn’t Work Without the Right Mindset

Technology alone does not drive transformation — people do.

A common barrier to AI adoption is mindset.

Concerns such as job displacement, lack of technical expertise, or perceived complexity can limit engagement.

However, AI tools are becoming increasingly accessible.

The differentiator is not technical background, but curiosity and willingness to engage.

Organizations that foster a culture of learning and experimentation are better positioned to succeed.

Building Momentum Through Early Wins

AI adoption should be viewed as a journey rather than a single initiative.

Early successes play a critical role in building trust and momentum.

Starting with focused pilots allows organizations to:

  • Demonstrate tangible value
  • Reduce resistance to change
  • Create internal advocates

Over time, this momentum enables broader and more effective adoption.

Key Takeaways for Service Leaders

  • Begin with clear problem determination before selecting technology
  • Address process inefficiencies before introducing AI
  • Understand the distinction between automation and AI
  • Use pilots to validate value before scaling
  • Build trust through early, measurable successes
  • Prioritize mindset and culture alongside technology

The Future of AI in Field Service Is Intentional

This conversation reinforces that AI is not about chasing trends or deploying technology for its own sake.

It is about solving real problems, creating measurable value, and building strategies that can scale sustainably.

For service leaders, the implication is clear:

Organizations that succeed with AI will not necessarily be the fastest adopters, but the most deliberate in how they apply it.

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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April 22, 2026 | 4 Mins Read

How AI and Connected Security Are Enabling 95% Remote Issue Resolution at Fenway Park

April 22, 2026 | 4 Mins Read

How AI and Connected Security Are Enabling 95% Remote Issue Resolution at Fenway Park

Share

Episode 362 | UNSCRIPTED

What if you could resolve 95% of service issues without sending a technician to the field?

For service leaders, that’s not just an efficiency gain — it’s a complete shift in how service is delivered, priced, and experienced.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Parker, Vice President for America’s Life Cycle Solutions at Johnson Controls, to explore how intelligent connected systems, AI-powered monitoring, and centralized command transformed security operations at Fenway Park.

The result? A proactive, data-driven model that reduces truck rolls, improves uptime, and enables outcome-based service agreements to become the new standard.

Listen to the Full Episode

From Reactive to Proactive: The Shift That Changes Everything

One of the most striking insights from this conversation is just how limited visibility is in traditional service models.

On average, 25% of customer assets aren’t even being monitored or fully understood.

That creates a reactive environment where:

  • Issues are only addressed after failure
  • Technicians are dispatched without full context
  • Costs rise while outcomes remain inconsistent

By contrast, Johnson Controls’ Connected Security model enables continuous monitoring of assets — from camera positioning and firmware to performance deviations — allowing teams to act before issues impact operations.

This shift from reactive to proactive service is what makes 95% remote resolution possible.

Connected Assets: The Foundation of Modern Service Delivery

Security systems — like all asset ecosystems — only work when everything is connected and aligned.

A single misaligned camera, outdated firmware version, or malfunctioning reader can compromise the entire system.

That’s why connected assets are no longer optional.

They are becoming:

  • A baseline expectation in service agreements
  • A critical enabler of risk mitigation
  • A requirement for delivering consistent outcomes

As Greg explains, the future of service isn’t about asking whether assets should be connected — it’s about assuming they already are.

AI as a Force Multiplier - Not a Replacement

A key theme in this episode is how AI is being applied in a very intentional way.

Rather than replacing human decision-making, AI is used to:

  • Filter and prioritize massive volumes of data
  • Surface the most relevant alerts
  • Enable teams to respond faster and more effectively

This approach — referred to as the “human in the middle” — ensures that:

  • Critical decisions still rely on human judgment
  • False alarms are reduced
  • Risk is managed more effectively in high-stakes environments

The impact is significant.

A small centralized team can now scale operations without linear increases in headcount, fundamentally changing the economics of service delivery.

Why Remote Resolution Is a Game-Changer for Field Service

Achieving a 95% remote resolution rate isn’t just a technical milestone — it’s a business transformation.

It means:

  • Fewer truck rolls and lower operational costs
  • Faster issue resolution and improved uptime
  • Reduced disruption for customers
  • More scalable service operations

In many cases, issues are as simple as a connectivity glitch — something that can be resolved instantly from a central command center.

What used to require a site visit can now be handled in minutes.

Outcome-Based Service Agreements: From Aspiration to Reality

Historically, outcome-based contracts were difficult to implement because of limited visibility into asset performance.

Today, that’s changing.

With connected systems and AI-driven insights, service providers can:

  • Monitor asset health in real time
  • Predict and prevent failures
  • Confidently commit to performance guarantees

This makes outcome-based agreements not just possible — but expected.

Customers are no longer willing to pay for:

  • Unnecessary site visits
  • Reactive troubleshooting
  • Unpredictable service outcomes

They want performance, reliability, and accountability — and the technology now exists to deliver it.

Designing Managed Services: Why End-to-End Thinking Matters

Another critical takeaway is the importance of end-to-end service design.

Launching a managed service isn’t just about technology — it requires alignment across:

  • Field operations
  • Central command teams
  • Connected systems
  • Order-to-cash processes

Using a stage-gate approach, Johnson Controls ensures that:

  • Cross-functional teams collaborate early
  • Operational gaps are identified before launch
  • Small issues don’t become large-scale failures

Because in complex service environments, even minor oversights can create significant execution risks.

High-Stakes Environments Require a Different Level of Discipline

Not all service environments are created equal.

Managing security at a venue like Fenway Park — with tens of thousands of people in one place — introduces a completely different level of risk and complexity.

Compared to other sectors:

  • The margin for error is significantly smaller
  • The consequences of failure are far greater
  • The need for precision and diligence is exponentially higher

This requires:

  • Deeper planning
  • More rigorous testing
  • Greater alignment across teams

In high-density environments, service delivery must operate at an entirely different level.

Key Takeaways for Service Leaders

Proactive asset management is essential to reduce costs and improve outcomes Connected systems are becoming table stakes for modern service delivery AI should augment human decision-making, not replace it Remote resolution is the key to scalability and efficiencyOutcome-based contracts depend on visibility and dataEnd-to-end service design prevents execution gapsRisk levels should dictate service delivery rigor

The Future of Field Service Is Proactive, Connected, and Outcome-Driven

The transformation at Fenway Park is more than a success story — it’s a preview of where field service is heading.

A future where:

  • Most issues are resolved before they’re even noticed
  • Field visits are the exception, not the rule
  • Service is measured by outcomes, not activity

For service leaders, the message is clear:

The organizations that invest in connectivity, data, and proactive capabilities today will define the service models of tomorrow.

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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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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Field Service Next West 2026: Key Insights Shaping the Future of Service | UNSCRIPTED

April 15, 2026 | 4 Mins Read

Field Service Next West 2026: Key Insights Shaping the Future of Service | UNSCRIPTED

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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.

Related Content

How AI and Connected Security Are Enabling 95% Remote Issue Resolution at Fenway Park

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

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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.

Related Content

How AI and Connected Security Are Enabling 95% Remote Issue Resolution at Fenway Park

Revisiting Wisdom Around 5 Themes that Surfaced at Field Service Next West

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

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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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