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September 17, 2025 | 2 Mins Read

Service Council Symposium 2025 Highlights 

September 17, 2025 | 2 Mins Read

Service Council Symposium 2025 Highlights 

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Episode 333

In this episode of UNSCRIPTED, host Sarah Nicastro shares key insights from the Service Council Symposium in Chicago, exploring transformative trends shaping the future of service. From embedding AI in service lifecycles to extending asset lifespans, Sarah unpacks critical discussions on purpose-driven leadership, the evolving role of frontline workers, and the intersection of technology with human-centric service delivery. Whether you're navigating digital transformation or building high-performing service teams, this episode offers valuable perspectives on balancing ROI with customer experience, leveraging predictive analytics, and fostering a culture of innovation in service excellence.

  • People-first transformation strategies 
  • AI integration in service operations 
  • Leadership approaches for modern service delivery 
  • Outcomes-based service models 
  • Data-driven decision making 
  • Cultural transformation insights 

What You'll Learn

  • How TOMRA North America embeds AI across their service lifecycle while maintaining focus on business value 
  • Why purpose is crucial in moving organizations from confusion to clarity in service transformation 
  • The critical balance between ROI (Return on Investment) and ROE (Return on Experience) in service initiatives 
  • How leading organizations like Rolls Royce are expanding outcomes-based service models 
  • Why trust is emerging as the ultimate KPI in service delivery and data utilization 
  • How to create a technology foundation that enables predictive service capabilities 
  • Why organizational culture is defined by what leaders model, create, and tolerate 
  • The importance of giving frontline workers a voice in service transformation 
  • Why service leaders must carve out time for strategic thinking amid rapid industry changes 
  • How extending asset lifecycles is reshaping service delivery expectations 

Follow Along

  • [00:00] Intro: Live from Service Council Symposium in Chicago 
  • [05:30] TOMRA's Journey: Strategic AI Implementation in Service 
  • [12:45] Purpose & Culture: Moving from Confusion to Clarity 
  • [18:20] The Voice of the Frontline: Real Stories from Service Teams 
  • [25:40] Women in Service: Leadership & Impact with Erin Coupe 
  • [32:15] Rolls Royce's Legacy: 60 Years of Outcomes-Based Service 
  • [40:30] Data Trust: The Human Side of Digital Transformation 
  • [48:45] Predictive Analytics: Bridging Technology and Customer Experience 
  • [55:00] Key Takeaways: The Interconnected Future of Service 

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

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Episode 332

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Sacha Thompson, founder and CEO of The Equity Equation, to explore why psychological safety matters more than ever in today's workplace. From building trust and fostering open communication to creating truly inclusive environments, this conversation unpacks the essential components of psychological safety and its impact on innovation, talent retention, and organizational success. Whether you're navigating generational differences, managing hybrid teams, or working to transform your company culture, this discussion offers practical insights on creating workplaces where everyone can thrive. Discover why psychological safety isn't just a buzzword, but a fundamental requirement for building sustainable, high-performing organizations. 

What You'll Learn

  • How to build fundamental trust through consistent alignment between words and actions 
  • Why psychological safety is crucial for innovation and talent retention in today's workplace 
  • The key components of psychological safety: trust, respect, open communication, and belonging 
  • How to effectively lead through organizational change while maintaining psychological safety 
  • Why diversity, equity, and inclusion are inseparable from creating psychologically safe environments 
  • How to assess and improve psychological safety across different levels of organizational maturity 
  • The importance of adapting leadership approaches for a multi-generational workforce 
  • Why authentic communication during difficult times builds rather than diminishes trust 
  • How to balance organizational directives with creating safe spaces for your team 
  • The connection between psychological safety and sustainable business success

About the Guest(s)

Sacha Thompson is the Founder and CEO of The Equity Equation, a consultancy dedicated to helping organizations build more inclusive and psychologically safe workplaces. With extensive experience in the tech industry and organizational development, she transitioned into DEI consulting after experiencing firsthand the impact of psychologically unsafe work environments. Thompson's insights on workplace psychological safety, inclusive leadership, and organizational culture have been featured in prominent media outlets including NBC News, MSNBC, Forbes, and Newsweek. In this episode, she shares valuable perspectives on creating psychologically safe workplaces, managing multi-generational teams, and implementing sustainable DEI practices. Her practical approach to fostering inclusive environments and building trust-based organizational cultures makes her insights particularly relevant for leaders navigating today's complex workplace dynamics. 

Follow Along

  • [00:00] Intro: Why Psychological Safety Matters More Than Ever 
  • [04:11] Building Trust Through Authentic Leadership 
  • [08:25] The Power of Modeling Vulnerability 
  • [17:50] Core Components of Psychological Safety 
  • [24:18] Different Approaches for Different Leadership Maturity Levels 
  • [29:38] Leading Through Change with Transparency 
  • [34:34] Navigating Mixed Leadership Cultures 
  • [39:01] Meeting Multi-Generational Workplace Expectations 
  • [42:51] Why DEI Remains Essential for Business Success 
  • [46:15] Moving Forward: Companies Taking a Stand 

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

Watch here:

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September 3, 2025 | 2 Mins Read

Move Over Bob: A New Narrative to Re-Invigorate & Diversify the Trades 

September 3, 2025 | 2 Mins Read

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Episode 331

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Kate Glantz, CEO and co-founder of Move Over Bob, to explore how she's revolutionizing the trades industry through innovative media and messaging. Learn how this groundbreaking initiative is working to diversify the trades workforce by putting tradeswomen front and center, creating engaging content that resonates with young women, and building a supportive community for women in construction. Whether you're interested in workforce development, industry transformation, or addressing the skilled trades gap, this conversation offers fresh perspectives on breaking down barriers and creating new pathways for the next generation of tradeswomen. 

What You'll Learn

  • How to transform trade careers' messaging from technical requirements to compelling lifestyle narratives 
  • Why print media remains a powerful tool for reaching and influencing younger audiences in a digital age 
  • The critical importance of showing representation and real stories of successful tradeswomen 
  • How to bridge awareness gaps between education, industry, and future workforce through strategic partnerships 
  • Why addressing both cultural stigmas and practical barriers is essential for diversifying the trades 
  • The business case for creating inclusive trade environments and marketing to women in trades 
  • How to combat imposter syndrome while bringing fresh perspectives to established industries 
  • Why focusing on early awareness and education is crucial for solving the trades workforce shortage 

About the Guest(s)

Kate Glantz is the Co-founder and CEO of Move Over Bob, a groundbreaking media and lifestyle brand dedicated to putting tradeswomen front and center. With a diverse background spanning tech, government, and Hollywood, including experience as a Peace Corps volunteer, Kate has focused her career on helping women achieve economic security and independence. She founded Move Over Bob to address the critical shortage of skilled trades workers while creating new pathways for women to enter and thrive in traditionally male-dominated construction and trades careers. Through innovative approaches like their print magazine and digital resources, Kate is revolutionizing how trades careers are presented to young women, building partnerships across education, industry, and training organizations to create meaningful change. Her work combines cultural transformation with practical solutions, making her a leading voice in diversifying the trades workforce and creating economic opportunities for women. 

Follow Along

  • [00:00] Intro: Transforming the Trades Through Female Leadership 
  • [02:55] Finding Your Sweet Spot: Aligning Strengths, Interests & Values 
  • [09:29] The Urgent Need to Diversify Trade Industries 
  • [11:55] Reimagining Trade Careers for the Next Generation 
  • [18:01] Why Print Media is the Perfect Tool to Reach Gen Z 
  • [24:40] Building an Ecosystem: Arizona as the Testing Ground 
  • [29:56] Creating a Sisterhood: Beyond Just a Magazine 
  • [35:39] Breaking Down College-Only Mindsets & Industry Stigmas 
  • [40:29] Overcoming Imposter Syndrome in Male-Dominated Industries 
  • [46:01] Key Takeaways: Moving Forward Together 

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

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Episode 330

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Patrycja Sobera, SVP and GM of Digital Workplace Solutions at Unisys, to explore how organizations can differentiate through experience management. Discover how Unisys is transforming service delivery through their Experience Management Office, addressing the aging workforce challenge in field service, and fostering workplace diversity in tech. Patrycja shares candid insights on evolving from traditional SLAs to experience-focused metrics, delivering measurable business value through proactive automation, and navigating career success while maintaining work-life balance. 

  • Transform service delivery by shifting from SLA-driven metrics to human-centric outcomes 
  • Save 100,000+ productive hours through proactive automation and experience management 
  • Navigate field service transformation amid 40% workforce retirement outlook 
  • Build inclusive tech workplaces through mentorship and employee support networks 
  • Balance career advancement with family life through practical, real-world strategies 

What You'll Learn:

  • How to evolve from reactive to predictive service delivery through experience management frameworks 
  • The "Total Experience Vision" approach to connecting field services, asset management, and service desk operations 
  • Why traditional SLAs must evolve to Experience Level Agreements (XLAs) that measure real business impact 
  • How to address the 40% field service retirement wave through knowledge transfer and next-gen technology enablement 
  • The power of creating women's professional networks and safe spaces for authentic leadership development 
  • How to succeed in executive leadership while embracing imperfect work-life integration 
  • Why measuring sentiment and human experience delivers more value than tracking traditional service metrics 
  • The framework for implementing experience management offices (XMOs) to drive proactive service innovation 

About the Guest(s)

Patrycja Sobera is the Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, where she leads a 6,000-strong delivery team with full P&L ownership, solution management, and go-to-market strategy. With 25 years of experience in IT and service management, beginning as a service desk agent, she has become a pioneering force in experience management and digital workplace transformation. In this episode, Patrycja shares valuable insights on how Unisys is differentiating through experience management, including their innovative Experience Management Office (XMO) approach that has delivered over 7 million proactive automations and returned 100,000 productive hours to clients in the past year. Her leadership in implementing 20 production XLAs (Experience Level Agreements) and driving the evolution from reactive to predictive service delivery offers essential learning for service leaders focused on delivering exceptional customer experiences. As an executive sponsor of the Women and Associate Impact Group at Unisys and EMEA Lean In Ambassador for Women in Tech, Patrycja also provides valuable perspective on fostering diversity and inclusion in technology leadership. 

Follow Along

  • [00:00] Intro and Welcome 
  • [01:20] From Service Agent to SVP: A Journey of Determination 
  • [04:51] The Evolution of Experience Management at Unisys 
  • [13:11] Building an Experience-Driven Service Framework 
  • [22:34] Overcoming Common Misconceptions About XLAs 
  • [35:09] Addressing the Field Service Knowledge Crisis 
  • [45:51] Empowering Women in Tech Leadership 
  • [55:33] Balancing Executive Leadership and Motherhood 

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

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Episode 329

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire and Safety CEO Gyner Ozgul dive deep into five uncomfortable truths about service leadership that rarely make it into boardroom discussions. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges. Whether you're wrestling with innovation failures or questioning traditional leadership approaches, this episode provides actionable insights on leading with authenticity while balancing business demands with human elements. 

  • Leadership's impossible decisions and the human cost 
  • AI ambiguity and its potential for workplace toxicity 
  • The evolving value of experience in modern leadership 
  • The gap between innovation rhetoric and failure acceptance 
  • Persistent discrimination in the workplace and practical solutions 

What You'll Learn:

  • How to handle truly impossible business decisions while maintaining humanity and transparency 
  • Why the ambiguity around AI implementation requires honest leadership communication and clear boundaries 
  • The evolving definition of experience in leadership and why traditional metrics no longer apply 
  • How to create a framework for productive failure that drives innovation while setting clear parameters 
  • Why discrimination remains a pressing challenge and how to foster genuine diversity of thought 
  • The importance of moving beyond traditional experience-based leadership to problem-solving capabilities 
  • How to balance maintaining business stability with personal impact during critical decisions 

The truths revealed in this discussion highlight the complex balance service leaders must strike between business necessities and human considerations, while emphasizing the importance of honest communication and adaptive leadership in today's rapidly changing business environment. 

About the Guest(s)

Gyner Osgul is the CEO of Fortis Fire and Safety, bringing extensive leadership experience from his previous role as President and COO of SmartCare Equipment. A respected voice in field service, Gyner co-hosts the Field Service Excellence podcast and maintains an active presence on LinkedIn, where he regularly shares industry insights. His diverse background in supply chain, operations, and private equity leadership positions him uniquely to discuss the untold truths of service leadership. In this episode, Gyner shares candid perspectives on crucial but often overlooked aspects of service leadership, including navigating impossible decisions, managing AI integration, and fostering genuine diversity in the workplace. His practical experience leading organizations through critical transitions, including during COVID-19, offers valuable insights for service leaders facing similar challenges in today's dynamic business environment. 

Follow Along:

  • [00:00] Intro: Untold Truths of Service Leadership 
  • [02:10] Navigating Impossible Business Decisions 
  • [10:09] Managing AI Ambiguity and Workforce Fears 
  • [19:33] The Evolving Value of Leadership Experience 
  • [29:34] Redefining Failure in Innovation 
  • [37:26] Addressing Discrimination in Modern Business 
  • [47:55] Key Takeaways & Future Discussion 

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

Watch Here:

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Episode 328

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Mark Florio, Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, to explore 10 success factors for complex global service operations. From centering around customers and building service as a business to managing internal relationships and maintaining team motivation, Mark shares invaluable insights drawn from decades of medical device industry experience. Whether you're leading a global service organization or scaling service operations across regions, this conversation delivers practical strategies for building and maintaining world-class service delivery.

What You'll Learn:

  • How to build customer-centric service operations while effectively selling service value to stakeholders 
  • The framework for establishing clear roles and responsibilities between global and regional service teams 
  • Why treating service as a business unit drives better outcomes than viewing it as a cost center 
  • How to strike the perfect balance between standardized processes and regional customization 
  • The strategy for building and maintaining strong internal partnerships across global organizations 
  • Why constant communication and positive culture are essential for service excellence in high-stress environments 
  • How to establish effective global service delivery while maintaining consistent quality across regions 
  • The importance of selecting and nurturing service personnel who thrive in first-responder environments 
  • Why proactive leadership and thick skin are crucial for maintaining team morale in service operations 
  • The blueprint for creating standardized systems while allowing for necessary regional variations 

About the Guest(s)

Mark Florio is the Senior Director of Global Robotics Service and Support at Medtronic's Robotic Surgical Technologies division, bringing over 35 years of experience in the medical device industry. With a foundation in military service, Mark has been instrumental in developing and launching Medtronic's robotics program since 2014, where he oversees global service strategy, technical training, depot operations, and customer engagement. In this episode, he shares valuable insights on managing complex global service operations, drawing from his experience in scaling Medtronic's robotic surgical platform across diverse international markets. Mark's expertise in building standardized yet locally adaptable service delivery models, while maintaining consistent quality and customer satisfaction across regions, makes this conversation particularly relevant for service leaders managing global operations. His leadership in developing service as a strategic business function, rather than just a support operation, offers valuable lessons for service executives looking to enhance their global service delivery capabilities. 

Follow Along:

  • [00:00] Intro and Welcome 
  • [01:05] Journey into Medical Device Service Leadership 
  • [08:09] Building Customer-Centric Service Strategy 
  • [15:14] Running Service as a Strategic Business Unit 
  • [28:31] Cultivating a High-Performance Service Culture 
  • [32:29] Balancing Global Standards with Regional Needs 
  • [41:21] Navigating Internal Partnerships and Removing Barriers 
  • [45:21] Maintaining Effective Communication Across Teams 
  • [49:32] Leading with Resilience: Staying Positive in Service 
  • [56:17] Key Takeaways: Excellence in Global Service Operations 

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

Watch here:

Stay Connected

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July 30, 2025 | 2 Mins Read

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Episode 327

What if you could transform your service organization with a bold vision that inspires both teams and stakeholders? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten Vandermer, SVP and Head of Global Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration, rethink talent strategies for the digital age, and build the technical foundation needed for remote service transformation. Whether you're aiming to modernize your service operations or seeking ways to better articulate service's value to your business, this conversation offers practical insights for service leaders looking to shape their organization's future. Tune in to discover how TOMRA is working toward their goal of 100% remote service by 2035 and the strategic steps they're taking to get there.

What You'll Learn:

  • How to craft a compelling North Star vision that inspires teams and drives organizational alignment
  • The three-horizon strategy framework for balancing aggressive goals with attainable milestones
  • Why storytelling is crucial for gaining cross-functional buy-in and support for service transformation
  • How to build a digital foundation that enables remote service capabilities and data-driven insights
  • The framework for evolving talent strategy as service roles shift from hands-on fixing to strategic advisory
  • Why maintaining positive leadership momentum is essential during long-term transformation
  • The importance of celebrating small wins while working toward ambitious service goals
  • How to leverage data insights to transition from traditional field service to value-based customer relationships

About the Guest(s)

Clinten Vandermer is the SVP and Head of Global Service and Project Management at TOMRA Recycling, a global leader in sorting technologies for waste recycling and mining industries. With over 20 years of service industry experience, he is driving transformative change in remote service delivery and digital transformation. In his three years at TOMRA, Clinten has established a bold vision for achieving 100% remote service capabilities by 2035, while maintaining the organization's position as a trusted adviser to customers. His expertise in developing service-centric strategies, cross-functional collaboration, and talent development has helped achieve an 80% first-time fix rate through remote support in some regions. As a forward-thinking service leader, Clinten's approach to combining digital innovation with customer value creation makes him a valuable voice for service executives navigating the future of field service operations.

Follow Along:

  • [00:00] Welcome to the Unscripted Podcast with Sarah Nicastro
  • [02:42] Defining Your Service North Star Vision
  • [06:36] The Power of Storytelling in Service Leadership
  • [11:32] Building a Three-Horizon Strategy for Transformation
  • [15:29] Cross-Functional Collaboration for Service Success
  • [19:19] Evolving Talent Strategy for Remote Service
  • [22:48] Creating a Strong Digital Foundation
  • [26:09] Turning Service Data into Customer Value
  • [28:31] Leading Through Transformation: Staying Motivated
  • [31:16] Key Takeaways: Reflecting on Progress and Celebrating Wins

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

Watch here:

Stay Connected

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July 23, 2025 | 2 Mins Read

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Episode 326

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, to explore how lean methodology is transforming service operations in a global organization. Brian shares practical insights on implementing lean principles through ride-alongs, Kaizen events, and video training, while discussing how to overcome resistance to change and empower frontline teams. Whether you're leading a service transformation or seeking to improve operational efficiency, this conversation offers valuable strategies for evolving from a product-centric to service-centric business model. Tune in to discover how cross-functional collaboration and frontline engagement can drive meaningful organizational change.

What You'll Learn:

  • How to leverage lean methodology in service operations with greater impact than traditional manufacturing applications
  • The power of involving frontline technicians in process development to ensure real-world effectiveness
  • Why cross-functional ride-alongs create organizational alignment and drive service transformation
  • How to use Kaizen events to solve problems in real-time with multi-disciplinary teams
  • The strategic shift from Customer Delivery Manager to Customer Success Manager to drive outcome-focused relationships
  • Why consistent communication and demonstrated follow-through are essential for overcoming change resistance
  • How to leverage predictive analytics and IoT data to transform from break-fix to proactive service delivery
  • The importance of measuring technician effectiveness at specific repair types versus general metrics

About the Guest(s)

Brian Gallipeau is the Senior Vice President of Service for the Americas at Diebold Nixdorf, where he oversees a team of 8,000 people delivering critical service solutions. With over 20 years of experience at Canon and previous roles at Xerox and Kodak, Brian brings an engineering mindset to service transformation. In this episode, he shares how lean methodology is revolutionizing service delivery at Diebold Nixdorf, offering practical insights on transitioning from a product-centric to service-oriented business model. His leadership in implementing innovative approaches like cross-functional Kaizen events, strategic ride-alongs, and data-driven customer success management demonstrates how traditional service organizations can embrace change and drive operational excellence. Brian's work in modernizing service delivery and fostering a culture of continuous improvement provides valuable lessons for service leaders looking to transform their organizations.

Follow Along:

  • [00:00] Intro
  • [00:47] Brian's Journey from Engineering to Service Leadership
  • [02:25] Breaking Down Silos: DN's Culture of Collaboration
  • [06:14] Why Lean Works Better in Service Than Manufacturing
  • [07:34] Involving Frontline Teams in Lean Implementation
  • [14:40] Building Trust Through Leadership Lunches
  • [19:26] Cross-Functional Ride-Alongs Drive Understanding
  • [23:04] Action-Oriented Kaizen Events Drive Real Change
  • [25:43] Smart Video Training for Field Service Success
  • [28:04] Using Scorecards to Drive Performance
  • [36:13] Evolution to Customer Success Management
  • [39:09] Leveraging Data for Predictive Service
  • [41:22] Final Thoughts: Leading Service Transformation

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

Watch here:

Stay Connected

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July 16, 2025 | 3 Mins Read

How Multivac Cut Technician Turnover in Half

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Episode 325

What if you could cut technician turnover in half while building a more engaged field service team? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave Sarazen, VP of Customer Service at Multivac, to explore how his organization transformed their approach to recruiting and retention. Learn how they've built a successful veteran hiring program, implemented an innovative apprenticeship model, and created structured growth paths that keep technicians engaged. Whether you're struggling with field service turnover or looking to modernize your talent strategy, this conversation offers practical insights into building a sustainable service workforce through intentional leadership, transparent communication, and meaningful recognition.

Reducing technician turnover requires a comprehensive strategy combining thoughtful recruitment, clear career paths, and genuine employee engagement.

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention

What You'll Learn

  • How to build successful veteran recruitment programs that now comprise 31% of the field service workforce
  • Why transparency in recruitment leads to better retention by setting clear expectations about work environments and demands
  • The framework for creating structured growth paths that offer multiple career progression options
  • How to develop and implement an apprenticeship program that creates a sustainable talent pipeline
  • Why intentional communication and recognition strategies drive higher employee engagement
  • The importance of balancing workload and schedules to prevent burnout (52-57 hours sweet spot)
  • How to build strong partnerships between service leadership and HR to drive recruitment success
  • Why removing underperforming team members is crucial for maintaining high-performing service teams
  • The value of regular face-to-face engagement through regional meetings and management dinners

About the Guest(s)

Dave Sarazen is the Vice President of Customer Service at Multivac, a global leader in packaging and processing equipment for the food and pharmaceutical industries. With a background in mechanical engineering and extensive experience in technical service leadership, Dave has successfully led initiatives to transform Multivac's field service operations. Under his leadership, the company has cut technician turnover in half through innovative programs including a structured apprenticeship program and strategic veteran recruitment that now comprises 31% of their field service workforce. In this episode, Dave shares valuable insights on building and retaining a high-performing field service team, managing a 200-person customer service organization, and developing engagement strategies that have resulted in the highest employee satisfaction scores across Multivac. His successful transformation of service operations from a cost center to generating 45% of company revenue makes this conversation essential listening for service leaders focused on talent retention and operational excellence.

Follow Along

  • [00:00] Intro: Cutting Technician Turnover in Half - A Service Leadership Story
  • [04:47] Veteran Recruitment Strategy: Building a Sustainable Talent Pipeline
  • [18:12] Creating Career Paths: From Field Tech to Leadership
  • [22:53] Innovative Apprenticeship Program: Growing Your Own Talent
  • [27:50] Engagement Through Intentional Communication
  • [30:54] Recognition and Rewards: Making Field Teams Feel Valued
  • [37:34] Work-Life Balance: Schedule Innovation and Respecting Time Off
  • [39:53] Leadership Lessons and Building High-Performing Service Team

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

Watch here:

Stay Connected

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July 9, 2025 | 2 Mins Read

As AI Democratizes Knowledge, The Duty of Leadership Evolves

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Episode 324

As Technology Democratizes Knowledge, Leadership Must Evolve Beyond Technical Expertise to Focus on Human Connection and Development

In this episode of Unscripted, host Sarah Nicastro speaks with Venkata Reddy Muku, VP of Worldwide Service and Support at Bruker Nanosurfaces and Metrology, about the expanding role of leadership in an AI-driven world. They explore how successful leadership increasingly depends on emotional intelligence, coaching skills, and creating psychological safety as technical knowledge becomes more accessible through technology.

What You'll Learn:

  • How to shift from problem-solving to empowerment through enhanced listening skills and coaching techniques
  • Why creating psychological safety is crucial for building trust and fostering innovation in teams
  • The "Three Levels of Listening" framework for deeper understanding and more effective leadership
  • How to balance automation with human connection to maintain customer satisfaction and team engagement
  • Why establishing consistent routines creates stability that enables teams to handle rapid change
  • The power of small acts of kindness in leadership and their ripple effect throughout organizations
  • How to approach change management by emphasizing what remains constant rather than only what's changing
  • Why emotional intelligence and human skills become more critical as AI handles technical tasks

About the Guest(s)

Venkata Reddy Muku is the Vice President for Worldwide Service and Support at Bruker Nanosurfaces and Metrology, where he leads global service operations with a distinctive people-first leadership approach. A certified Professional CoActive Coach from the CoActive Training Institute, Venkata combines over 20 years of service leadership experience with advanced coaching expertise to drive organizational excellence. Named one of Future of Field Service's Standout Leaders of 2024, he is recognized for his innovative approach to leadership development and team empowerment. In this episode, Venkata shares valuable insights on evolving leadership responsibilities in an AI-driven era, emphasizing the importance of human connection, effective listening, and creating psychological safety in teams. His commitment to continuous learning and focus on emotional intelligence in leadership has helped create highly engaged service teams and lasting customer relationships at Bruker, making this conversation essential for service leaders navigating the intersection of technology and human-centered leadership.

Follow along:

  • [01:47] Why Leadership Must Evolve Beyond Technical Solutions
  • [06:13] Balancing AI and Human Connection in Service Delivery
  • [14:51] Creating Competitive Advantage Through People-First Leadership
  • [17:29] The Three Levels of Listening for Better Leadership
  • [27:05] Building Stability and Routine Amidst Rapid Change
  • [35:36] The Art of Effective Communication in Leadership
  • [40:48] Small Acts of Kindness: Creating Lasting Impact as a Leader
  • [48:42] Emotional Intelligence: Understanding Mood's Impact on Performance
  • [52:47] Final Thoughts: Leadership Evolution in the AI Era

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