Search...

Type above and press Enter to search. Press Esc to cancel.

October 29, 2025 | 2 Mins Read

The Intentional Leader: Mastering Presence, Boundaries, and the Art of the “Unfinished Portfolio” 

October 29, 2025 | 2 Mins Read

The Intentional Leader: Mastering Presence, Boundaries, and the Art of the “Unfinished Portfolio” 

Share

Episode 339

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Eduardo Bonefont, who used to be the worldwide VP of Technical Services at BD. They'll talk about how to lead with purpose. Eduardo shares profound insights on mastering presence, maintaining emotional consistency, and leaving a lasting legacy through what he calls the "unfinished portfolio." Whether you're approaching retirement or seeking to maximize your leadership impact, this conversation offers practical strategies for protecting your time, driving innovation, and creating meaningful change. 

What You'll Learn

  • How to maintain authentic presence by eliminating distractions and modeling focused engagement in critical moments 
  • The "Think Big, Start Small, Move Fast" framework for driving strategic execution while managing risk 
  • Why emotional consistency is crucial for building trust and how to balance authenticity with professional composure 
  • How to protect your calendar and create boundaries that enable high-impact strategic work 
  • The principle of the "Unfinished Portfolio" and how to maximize your leadership impact as you approach career transitions 
  • Why staying relevant and connected to emerging trends is essential for maintaining strategic value 
  • How to transition from operational necessity to strategic indispensability while developing future leaders 
  • The importance of proactive legacy planning and why giving back to the industry matters 

About the Guest(s)

Eduardo Bonifant is the former Worldwide Vice President of Technical Services at BD, where he established himself as an authority on intentional leadership and strategic service operations. With decades of operational experience in technical services, Eduardo has developed actionable operating models for purpose-driven leadership focused on presence, strategic execution, and legacy building. In this episode, he shares invaluable insights on mastering intentional leadership, including practical approaches to maintaining emotional consistency, executing bold visions, and maximizing impact through what he calls "the unfinished portfolio." His retirement shows his belief in leaving a lasting legacy. He still helps the service community by speaking and attending events like the Service Council Symposium. Eduardo's expertise in transforming service operations while maintaining strategic relevance makes this conversation particularly valuable for service executives seeking to enhance their leadership impact and create lasting organizational change. 

Follow Along

  • [00:00] Intro - Mastering Intentional Leadership with Eduardo Bonifant 
  • [04:08] The Power of Presence: Eliminating Distractions in Leadership 
  • [09:14] Emotional Consistency: Balancing Authenticity with Leadership 
  • [13:44] Think Big, Start Small, Move Fast: A Framework for Strategic Execution 
  • [16:17] Breaking Free from Status Quo: Annual Performance Re-engineering 
  • [19:31] The Unfinished Portfolio: Creating Lasting Impact Before Retirement 
  • [24:04] Manufacturing Strategic Time: From Reactive to Proactive Leadership 
  • [29:23] Legacy Planning: Staying Relevant and Connected Post-Leadership 
  • [36:17] Key Takeaways: making Your Experience Count 

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:

October 22, 2025 | 2 Mins Read

This and That (Bits and Bobs)  

October 22, 2025 | 2 Mins Read

This and That (Bits and Bobs)  

Share

Episode 338

In a solo episode, UNSCRIPTED host Sarah Nicastro shares updates, reflections, and sneak peeks into what’s next for the Future of Field Service community. Following the announcement of the 2025 Stand Out 50 Leaders, Sarah takes a breath to celebrate the honorees, thank those behind the scenes, and look ahead to what’s coming; New newsletters, upcoming research projects, and community-building initiatives.

What's Covered?

  • Reflections on the 2025 Stand Out 50 Leaders announcement and what’s ahead for the community
  • The relaunch of the Future of Field Service newsletters, including how the LinkedIn Newsletter and Insider Email Newsletter differ
  • Details on the new Stand Out 50 private LinkedIn group and Sarah’s goals for strengthening connection among honorees
  • A preview of two upcoming research projects; the 2025 Stand Out Service Trends Report and a new global study on commercial excellence in service in partnership with Simon-Kucher
  • Early thoughts and aspirations for 2026, potential live events, and community growth opportunities

Follow Along

  • 00:00 – Welcome and opening thoughts — taking a breath after the Stand Out 50 announcement
  • 00:30 – Congratulations to the 2025 Stand Out 50 Leaders and thanks to judges and contributors
  • 02:00 – Relaunching the Future of Field Service newsletters: what’s new and how they differ
  • 04:30 – Inside the Stand Out 50 LinkedIn group — building community and connection
  • 06:30 – The upcoming Stand Out Service Trends Report and new research partnership with Simon-Kucher
  • 09:45 – Looking ahead to 2026 — possible events and community ideas
  • 10:48 – Final thoughts, calls to action, and how to stay connected

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

Watch here:

Most Recent

October 15, 2025 | 2 Mins Read

The Untold Truths of Service Leadership: Part Two – When It Gets Personal  

October 15, 2025 | 2 Mins Read

The Untold Truths of Service Leadership: Part Two – When It Gets Personal  

Share

Episode 337

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Gyner Ozgul, CEO of Fortis Fire and Safety, dive deep into the personal side of service leadership, exploring five untold truths that shape modern leadership. From the critical importance of mental health awareness to the complexities of aging as a leader, they tackle topics rarely discussed in traditional business settings. Whether you're navigating vulnerability in leadership, managing conflict, or balancing experience with innovation, this honest conversation delivers valuable insights for service leaders looking to build more authentic and effective organizations. Tune in to discover why letting go of the "always-knows-best" mindset might be your key to stronger team relationships and better business outcomes. 

If you missed part one of this two-part episode, check out Episode 329.  

What You'll Learn

  • Why mental health discussions are crucial for both leaders and frontline workers in service organizations 
  • How to navigate the emotional complexities of aging as a leader while maintaining effectiveness 
  • The strategic advantage of embracing vulnerability as a leadership tool and how to use it appropriately 
  • Why avoiding conflict destroys trust and how to build honest communication channels 
  • How to prevent experience from becoming a limitation rather than an asset in leadership 
  • The importance of balancing personal growth with professional responsibilities as a service leader 
  • Why creating safe spaces for authentic conversations drives organizational success 
  • How to champion vulnerability in others while maintaining professional boundaries 
  • The critical role of leaders in modeling transparent communication and trust-building behaviors 
  • Why evolving priorities and perspective shifts are natural parts of leadership growth 

About the Guest(s)

Gyner Ozgul is the CEO of Fortis Fire and Safety, recognized as one of the Future of Field Service Standout 50 Leaders for 2025. With extensive experience in operations, supply chain management, and service leadership, he brings a wealth of practical insights to the industry. In this episode, Gyner shares candid perspectives on the personal challenges of service leadership, including mental health awareness, vulnerability in leadership, and the evolving dynamics of experienced leadership. His authentic approach to leadership and willingness to discuss often-overlooked aspects of executive roles makes him a valuable voice for service leaders navigating similar challenges. Gyner's commitment to transparent leadership and employee development, combined with his personal journey of growth through coaching and self-awareness, offers valuable lessons for service executives seeking to build more resilient and trust-based organizations. 

Follow Along

  • [00:00] Intro: Untold Truths of Service Leadership with Gyner Ozgul 
  • [02:47] Breaking the Silence: Mental Health in Service Leadership 
  • [12:48] The Complex Journey of Growing Older as a Leader 
  • [18:36] Why Vulnerability is Leadership's Hidden Superpower 
  • [30:44] Building Trust Through Honest Communication 
  • [40:43] When Experience Becomes a Leadership Blindspot 
  • [45:10] Key Takeaways: Leading with Authenticity and Purpose 

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:

Most Recent

October 8, 2025 | 2 Mins Read

Stand Out 50 2025: The Judge’s Table

October 8, 2025 | 2 Mins Read

Stand Out 50 2025: The Judge’s Table

Share

Episode 326

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

What You'll Learn

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

About the Guest(s)

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

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

Follow Along

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

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:

Most Recent

October 1, 2025 | 2 Mins Read

The High Performance Traits of Stand Out Leaders 

October 1, 2025 | 2 Mins Read

The High Performance Traits of Stand Out Leaders 

Share

Episode 335

In this special episode of UNSCRIPTED, Sarah explores high-performance leadership with Jake, co-host of the acclaimed High Performance podcast and founder of The Whisper Group. From Dame Stephanie Shirley's groundbreaking legacy to insights on authentic leadership, they dive into why being yourself is crucial for sustained success, how optimism builds resilience, and why recovery is just as important as achievement. This conversation offers a fresh perspective on modern leadership that prioritizes humanity, balance, and genuine connection. 

About the Guest(s)

Jake Humphrey is a renowned podcast host, media personality, and business leader, known for founding and co-hosting the influential "High Performance" podcast and founding The Whisper Group, one of Europe's largest production companies. With an extensive background in broadcasting, including hosting Formula One coverage for the BBC, Jake has established himself as an expert in understanding and sharing insights on leadership, personal growth, and high performance. Through his work, Jake champions a modern approach to leadership that emphasizes optimism, resilience, and genuine human connection, making his insights particularly valuable for business leaders navigating today's evolving workplace dynamics. His unique ability to extract meaningful lessons from conversations with high achievers, combined with his own entrepreneurial success, provides listeners with practical wisdom for achieving both professional excellence and personal fulfillment.

Learn more at thehighperformancepodcast.com

Follow Along

  • [00:00] Intro 
  • [00:23] Dame Stephanie Shirley's Legacy: Breaking Barriers in Tech 
  • [04:47] The Power of Authentic Leadership in Modern Business 
  • [07:41] Being a Thermostat Leader: Creating Positive Change 
  • [14:03] Leading Through Crisis: The Whisper Group Story 
  • [19:36] Balancing High Performance with Personal Wellness 
  • [24:51] Understanding How Past Experiences Shape Leadership 
  • [28:08] The Lighthouse Model: Leading Through Curiosity and Growth 
  • [31:00] Key Takeaways: The Power of Exploration in Leadership 

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:

Most Recent

September 25, 2025 | 2 Mins Read

5 Best Practices for Building Your Business Case for Service Investment  

September 25, 2025 | 2 Mins Read

5 Best Practices for Building Your Business Case for Service Investment  

Share

Episode 334

Building a compelling business case for service investment requires strategic thinking, organizational awareness, and smart storytelling. 

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Carrie Toth, Vice President of Customer Experience at Generac Power Systems, about proven best practices for securing investment in service initiatives and her journey as a female leader in a traditionally male-dominated industry. 

What You'll Learn

  • How to assess organizational culture and stakeholder priorities before proposing service initiatives 
  • The importance of building relevance and visibility to earn your voice in the organization 
  • Why smart storytelling matters: speaking the language of business to gain support 
  • How to use the "land and expand" approach to prove value before requesting larger investments 
  • The balanced approach to using lean methodology without over-engineering processes 
  • Why having dedicated continuous improvement resources is crucial for service organizations 
  • How to navigate career growth in service leadership, especially as a woman in manufacturing 
  • Why horizontal career moves can be as valuable as vertical advancement for long-term success 
  • The importance of mentorship and vulnerability in developing future service leaders 
  • How to overcome imposter syndrome and build confidence in leadership roles 

About the Guest(s)

Carrie Toth is the Vice President of Customer Experience at Generac Power Systems, bringing extensive expertise in service leadership and customer support operations. With a diverse background spanning highly engineered products and commodity-based offerings across B2B and B2C sectors, she has consistently driven excellence in service and support teams throughout her career. In this episode, Carrie shares five essential best practices for building compelling business cases for service investment, drawing from her experience leading complex support operations and implementing continuous improvement initiatives. Her approach to combining lean methodology with practical business sense, while fostering cultural transformation in service organizations, has helped drive significant improvements in customer experience and operational efficiency. As a seasoned leader in traditionally male-dominated manufacturing and B2B industries, Carrie also offers valuable insights on career development and mentorship in the service sector. 

Follow Along

  • [00:00] Intro: Five Best Practices for Building Service Investment Cases 
  • [00:39] Career Journey: From Service Teams to VP of Customer Experience 
  • [04:00] First Practice: Assess and Observe Before Taking Action 
  • [07:54] Second Practice: Building Relevance to Earn Your Voice 
  • [10:14] Third Practice: Mastering Smart Storytelling in Service 
  • [15:24] Fourth Practice: The Land and Expand Approach 
  • [18:12] Fifth Practice: Balancing Lean Methodology with Common Sense 
  • [27:29] Women in Service: Breaking Barriers and Creating Paths 
  • [33:30] Leadership Insights: Career Growth Beyond Vertical Paths 
  • [42:20] Key Takeaways and Closing Thoughts 

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:

Most Recent

September 17, 2025 | 2 Mins Read

Service Council Symposium 2025 Highlights 

September 17, 2025 | 2 Mins Read

Service Council Symposium 2025 Highlights 

Share

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.

Watch here:

Most Recent

September 10, 2025 | 2 Mins Read

Trust as a Change Catalyst: Why Psychological Safety Drives Better Results  

September 10, 2025 | 2 Mins Read

Trust as a Change Catalyst: Why Psychological Safety Drives Better Results  

Share

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:

Most Recent

September 3, 2025 | 2 Mins Read

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

September 3, 2025 | 2 Mins Read

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

Share

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.

Watch here:

Most Recent

August 20, 2025 | 2 Mins Read

How Unisys is Differentiating through Experience Management 

August 20, 2025 | 2 Mins Read

How Unisys is Differentiating through Experience Management 

Share

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.

Watch Here:

Most Recent