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January 7, 2026 | 1 Mins Read

The Top 10 UNSCRIPTED Podcasts of 2025: Part 2

January 7, 2026 | 1 Mins Read

The Top 10 UNSCRIPTED Podcasts of 2025: Part 2

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Episode 347

In the final UNSCRIPTED episode of 2025, host Sarah Nicastro returns to close out the year with the Top 5 of the Top 10 UNSCRIPTED Podcasts of 2025.

Part 2 highlights the conversations that resonated most deeply with the Future of Field Service community—episodes that explored leadership humanity, experience design, mental health, talent retention, and what truly drives performance in modern service organizations.

Together, these five discussions capture the themes that defined 2025 and offer enduring lessons leaders can carry into 2026 and beyond.

What You'll Learn

  • Why authoritarian leadership models are losing relevance—and what replaces them
  • How cultures of mattering and significance drive motivation, performance, and loyalty
  • The untold realities of service leadership, from mental health to personal growth
  • How experience management is redefining service differentiation
  • What high-performing leaders consistently do differently
  • Proven strategies for reducing technician turnover through intentional leadership and communication

Featured EPisodes

#5 – Episode 341: Authoritarian Leadership Is Out: Why and How to Embrace the Power of Mattering
#4 – Episodes 329 & 337: The Untold Truths of Service Leadership (Part 1 & 2)
#3 – Episode 330: How Unisys Is Differentiating Through Experience Management
#2 – Episode 335: The High-Performance Traits of Standout Leaders
#1 – Episode 325: How MULTIVAC Cut Technician Turnover in Half

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 346

As 2025 comes to a close, Sarah Nicastro reflects on the conversations that made the biggest impact this year.

In Part 1 of the Top 10 UNSCRIPTED Podcasts of 2025, Sarah counts down episodes #10 through #6—highlighting five discussions that stood out for their depth, relevance, and lasting influence on how leaders think about service, leadership, workforce evolution, and transformation. Each episode offers a different lens, but together they reflect the themes shaping service organizations today.

What You'll Learn

  • How leaders are navigating the balance between AI adoption and the human experience
  • What it takes to attract, retain, and develop talent in a competitive labor market
  • Why emotional intelligence, culture, and leadership self-awareness are becoming strategic advantages
  • How media and storytelling can reshape perceptions of the skilled trades
  • Practical approaches to securing service investment and driving transformation
  • Why frontline immersion is critical to effective leadership and decision-making

Featured Episodes

#10 – Episode 313: Using AI to Unlock Potential While Protecting the Human Experience
#9 – Episode 309: An Inside Look at ACCO’s Strategic Big Bets to Win the Talent War
#8 – Episode 331: Move Over Bob: A New Narrative to Reinvigorate and Diversify the Trades
#7 – Episode 334: Five Best Practices for Building Your Business Case for Service Investment
#6 – Episode 326: How Lean Methodology Is Guiding Service Transformation at Diebold Nixdorf

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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December 17, 2025 | 3 Mins Read

2025 Retrospective with Roy Dockery of TSIA 

December 17, 2025 | 3 Mins Read

2025 Retrospective with Roy Dockery of TSIA 

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Episode 345

Field service leaders made bold predictions for 2025, and while progress has been real, the gap between ambition and execution reveals critical lessons for navigating 2026 and beyond. 

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Roy Dockery, Senior Director of Field Services Research at TSIA and author of *The Art of Leading*, to reflect on their 2025 predictions, assess what actually happened in the field service industry, and explore what leaders need to prioritize next. Together, they examine workforce flexibility, customer expectations, technology debt, AI adoption, and the irreplaceable human element in service delivery—offering candid insights on where the industry succeeded, where it stumbled, and what's required to move the needle in 2026. 

What You'll Learn

  • How to recognize when economic uncertainty becomes an excuse for inaction: Understand why talent pressures temporarily eased in 2025 and why that relief may have caused leaders to defer critical workforce flexibility investments—and what that means for your competitive position. 
  • Why "response time" is now meaningless without "resolution": Learn how customer expectations have fundamentally shifted from fast response to guaranteed outcomes, and why this gap exposes complacency in service portfolios that haven't evolved beyond transactional, break-fix models. 
  • The hidden cost of technology debt: Discover how outdated systems and disconnected tools are now your execution arm's biggest liability, and why operational excellence—once a competitive differentiator—is now table stakes that must be matched before differentiation can happen. 
  • How to separate AI hype from AI reality in field service: Recognize the real misstep in 2025 wasn't failed technology—it was vendors and partners overpromising delivery timelines while underestimating the data preparation and system integration work required to unlock AI's true potential. 
  • Why storytelling has become a non-negotiable leadership skill in constrained budgets: Understand how reorgs across the industry are elevating leaders who inspire teams to do more with less, rather than those who simply manage tasks or buy talent—and why authenticity cannot be automated. 
  • How to institutionalize agility before the next crisis hits: Learn why most organizations slide back into old habits when external pressure eases, and why supply chain resilience, asset management, and adaptive processes must become permanent operating systems—not crisis responses. 

About the Guest(s)

Roy Dockery is Senior Director of Field Services Research at TSIA and author of *The Art of Leading*, known for his expertise in field service strategy, organizational leadership, and industry trends. With over a decade of experience in field operations and consulting, he has become a thought leader in helping service organizations navigate technological transformation and workforce challenges. In this episode, Roy reflects on 2025's major developments—from technology debt and AI adoption to talent retention and customer expectations—providing candid insights on where the industry succeeded and where progress fell short. His work identifying unique challenges across healthcare, food service, industrial equipment, and data center verticals has helped leaders understand that operational excellence is now table stakes rather than a competitive differentiator, making this conversation essential for service leaders looking to drive meaningful impact in 2026. 

Follow Along

[00:01] Welcome to 2025 Reflection with Sarah and Roy 

[00:02] How Economic Uncertainty Eased Talent Pressures This Year 

[00:09] Why Response Time Means Nothing Without Resolution 

[00:14] Technology Debt Is Now Your Biggest Competitive Liability 

[00:19] AI Wins and Missteps: Separating Hype from Reality 

[00:22] How to Make AI Work: The Data Prep Nobody Talks About 

[00:26] Why Storytelling Leaders Are Rising to the Top 

[00:29] Talent Acquisition Slow Progress and Long-Term Reality 

[00:32] Supply Chain: Why We Keep Learning the Same Lessons 

[00:33] Institutionalizing Agility Before the Next Crisis 

[00:34] Reflecting on What We Got Wrong and What Comes Next 

[00:35] Roy's Professional Highlight: The Standout 50 Impact 

[00:38] Sarah's Personal Highlight: Adventure in Costa Rica 

[00:39] Sarah's Professional Win: Keynote on Service North Stars 

[00:40] What's Coming in 2026: AI and Human Superpowers 

[00:44] Seven Years of Partnership and Field Service Legacy 

[00:45] Final Thoughts and Looking 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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December 10, 2025 | 3 Mins Read

CX Isn't a “Nice-to-Have” in Uncertain Times; It's a Competitive Lifeline 

December 10, 2025 | 3 Mins Read

CX Isn't a “Nice-to-Have” in Uncertain Times; It's a Competitive Lifeline 

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Episode 344

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with award-winning CX expert Jeannie Walters to explore why customer experience isn't a nice-to-have (even in amid uncertainty). She sheds light on how to align your organization's mindset, strategy, and discipline around it, and explains why frontline employees remain a largely untapped resource. Whether you're a service leader struggling to justify CX investments or an operational executive navigating budget pressures, this conversation is packed with candid insights on bridging the gap between CX intent and execution.  

What You'll Learn

  • How to bridge the intention-resource gap: Translate CX commitments into concrete budget allocation and daily operational activities by anchoring customer experience goals to organizational priorities like revenue growth and cost reduction, not feel-good messaging. 
  • Why employee experience directly determines customer experience outcomes: Employees are the number-one driver of CX—if you make promises to customers but treat employees poorly, you create an integrity crisis that erodes trust and increases turnover. 
  • The Mindset-Strategy-Discipline framework for authentic transformation: Move beyond surface-level CX initiatives by establishing a clear customer experience mission statement (internal-first), defining measurable strategies aligned to business goals, and maintaining disciplined execution through consistent feedback loops and accountability. 
  • How to leverage frontline workers as your richest insight source: Field service teams, cashiers, and customer-facing staff observe trends, customer pain points, and operational friction daily—create safe channels for them to surface feedback and include them in journey mapping conversations. 
  • Why surveys alone fail and how to build a multilayered feedback strategy: Combine NPS and surveys with behavioral analytics, real-time coaching insights, and voice-of-customer programs to identify actionable patterns rather than vanity metrics; avoid gaming the system by ensuring feedback directly influences operational decisions. 
  • The role of AI in elevating human service, not replacing it: Use AI to equip frontline teams with real-time knowledge and handle routine inquiries, freeing humans for complex, emotionally-demanding interactions—but remain intentional about where human connection is non-negotiable for competitive differentiation. 

About the Guest(s)

Jeannie Walters is an award-winning customer experience expert and founder of Experience Investigators, a firm dedicated to helping companies increase sales and customer retention through elevated customer experiences. With decades of expertise in customer experience strategy, she has authored the upcoming book *Experience is Everything* and delivers keynote speeches and training workshops to organizations across industries. In this episode, Jeannie addresses the critical intersection of employee experience and customer experience, providing service leaders with actionable frameworks for aligning organizational goals, building authentic listening cultures, and maintaining customer-centric focus amid uncertainty. Her work has empowered companies to move beyond surface-level CX initiatives to drive measurable business outcomes, making her insights invaluable for operations and service leaders seeking to transform customer experience into a genuine competitive advantage. 

Follow Along

  • [02:20] Why CX Investment Gaps Matter in Uncertain Times 
  • [05:32] The Conflicting Priorities Killing Your Frontline Teams 
  • [08:55] Lead with Business Language to Advocate for CX 
  • [13:26] From Talk to Action: Building Your CX Mission 
  • [15:18] Frontline Workers Are Your Richest Insight Source 
  • [19:15] Employee Experience Directly Drives Customer Experience 
  • [23:49] Authentic Listening: The Foundation of Strong Culture 
  • [28:08] Mission Moments: Building Trust Through Consistency 
  • [30:42] Beyond NPS: Building a Multilayered Feedback Strategy 
  • [37:36] AI's Role in Elevating—Not Replacing—Human Service 
  • [45:32] Balancing Automation with Human Connection 
  • [47:16] 2026 CX Trends: Personalization Meets Ecosystem Thinking 
  • [49:16] Key Takeaways: Making CX Your Competitive Advantage 

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 343

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Dave Clement, Partner and Head of the New York office at Simon-Kucher, to unpack a joint global research project to explore the trends, challenges, and opportunities defining commercial potential within today's service landscape. Whether you're navigating digital transformation, rethinking your pricing strategy, or building a customer-centric growth model, this conversation sheds light on what the research reveals about the foundational shifts required to translate commercial excellence into competitive edge.

Part 1 research report: DOWNLOAD NOW

What You'll Learn

  • Why operational excellence is now table stakes, not competitive differentiation—and what actually separates leaders today (customer centricity, commercial strategy, and innovation in how you engage and serve) 
  • How to shift from industry-only benchmarking to cross-industry learning—the competitive edge comes from understanding what works in consumer tech, retail, and other sectors, then adapting it to your service model 
  • The critical distinction between digital foundation and digital intelligence—you must build a modern core platform with real-time visibility before layering AI and predictive analytics, or you risk building on unstable ground 
  • Why pricing remains massively underutilized as a lever for growth—most field service organizations haven't tapped value-based pricing strategies despite mounting cost pressures, creating immediate opportunity 
  • How to identify if your company has "its house in order"—companies with strong customer segmentation, foundational tools (CRM, data governance), and clear processes outperform competitors by 20 points on profit and revenue growth when implementing digital capabilities 
  • The "force multiplier" mindset that separates optimistic leaders from those in survival mode—reframe digital transformation and commercial excellence as amplifying your team's capability rather than cutting costs, which fundamentally changes how organizations approach change management and adoption 

About The Guests

Dave Clement is a Partner and Head of the New York Office at Simon Kucher, a global consultancy specializing in commercial excellence and value-based pricing strategies. With thirteen years of experience at the firm and a focus on industrial services, Dave brings deep expertise in sales strategy, pricing optimization, and digital transformation within field service organizations. In this episode, Dave shares findings from a comprehensive study of 180 global executives spanning multiple service industries and geographies, offering practical frameworks for improving commercial performance, implementing digital capabilities, and driving sustainable growth. His insights on bridging operational excellence with customer-centric commercial strategies provide actionable direction for service leaders navigating pricing pressures, talent challenges, and evolving customer expectations in today's competitive landscape. 

Follow Along

  • [00:01:33] Meet Dave Clement: 40 Years of Commercial Excellence at Simon Kucher 
  • [00:03:35] Why Field Service Needs Commercial Excellence Now More Than Ever 
  • [00:09:17] Research Deep Dive: 180 Executives, Global Insights, Real Trends 
  • [00:13:31] Universal Challenges Across Industries Create Community Strength 
  • [00:16:25] Operational Excellence Is Now Table Stakes, Not Competitive Differentiation 
  • [00:20:51] 80-90% Optimism Signals a Wide-Open Window for Growth 
  • [00:23:14] Challenges Are Opportunities: Pricing, Competitors, and Digital Adoption 
  • [00:25:36] From Eye Roll to Game Changer: The Digital Journey in Industrial Services 
  • [00:27:56] Foundation First: Why Digital Infrastructure Beats Innovation Without Fundamentals 
  • [00:30:13] Distinguish Digital Foundation From Digital Intelligence to Avoid Misaligned Investment 
  • [00:35:46] Reframe Digital as Force Multiplication, Not Cost Reduction 
  • [00:37:24] What's Next: Research Rollout, February Event, and Ongoing Content 
  • [00:40:04] Key Takeaways and How to Connect With Dave Clement 

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 342

In this episode of UNSCRIPTED, host Sarah Nicastro shares highlights from IFS's Industrial x Unleashed event last week in New York, exploring why industrial AI requires a fundamentally different approach than consumer-grade tools, how leading organizations like Kodiak Gas are driving real value through agentic AI, and critical considerations for making AI solutions usable and meaningful in mission-critical operations.

What You'll Learn

  • Why industrial AI is fundamentally different from consumer-grade AI
  • The realities and risks of AI in high-stakes environments
  • Major industrial AI partnerships shaping the future
  • How leading organizations are already using agentic AI
  • How to build AI solutions frontline workers will actually trust and use
  • What it means to be a “promise keeper” and “agent of change” in enterprise tech
  • The mindset shift leaders need for the “intelligence age”
  • Why now is the moment to experiment, learn, and build

Follow Along

  • [00:00] Welcome & Episode Setup
  • [02:05] What Industrial AI Really Means
  • [05:12] The Stakes: Why Consumer AI Won’t Cut It
  • [08:20] PwC’s Mohamed Kande: Entering the Intelligence Age
  • [15:55] Agentic AI at Kodiak Gas
  • [19:52] Designing AI Workers Trust: Insights from Kriti Sharma
  • [25:10] Sarah’s Reflections: Adoption, Anxiety & Realistic Progress

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 341

What if the secret to sustainable performance and genuine employee engagement wasn't another program or initiative, but something far simpler—and infinitely more powerful? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Zach Mercurio, PhD organizational researcher and author of *The Power of Mattering*, to explore why feeling valued is a survival instinct, not a soft skill; how the three practices of noticing, affirming, and needing can transform your culture; and why command-and-control leadership is fundamentally incompatible with the innovation and loyalty leaders claim to want. Whether you're struggling with engagement, turnover, or the gap between the results you want and the results you're getting, this conversation reveals that the magic happens not in programs, but in the daily interactions where leaders show people they matter—and why that distinction changes everything. 

What You'll Learn

  • Why mattering differs from belonging and inclusion—and why it matters most. Belonging is being picked for the team; inclusion is playing in the game; mattering is feeling the team wouldn't be complete without you. This distinction is critical because only mattering creates sustained motivation and performance. 
  • How the "noticing, affirming, and needing" framework transforms daily interactions. Leaders who implement simple practices—like Zach's "noticing notebook" example—consistently observe, note details about their people, and schedule intentional check-ins to remind employees they're remembered and valued. 
  • Why command-and-control leadership fails in complex, uncertain environments. Fear-based management may drive short-term gains but erodes trust, stifles creativity, and triggers survival mode—the opposite of the psychological state needed for innovation, problem-solving, and discretionary effort. 
  • How to reframe "difficult employees" as people experiencing unmet needs. When someone acts out or withdraws, it signals disconnection, not defiance. Seeking understanding before evaluation—and investing in relationships first—creates the foundation for actual performance improvement. 
  • The actionable difference between appreciation, recognition, and affirmation. Appreciation is general gratitude; recognition celebrates wins; but affirmation shows someone their *unique* strengths and *specific* impact. This specificity is what makes people feel genuinely valued. 
  • Why symbols of value (awards, perks, raises) can never replace the daily experience of feeling valued. The magic happens when recognition symbols align with consistent, authentic interactions. No trophy overcomes the daily experience of feeling unseen, unheard, or insignificant. 
  • How to start mattering work regardless of your organization's readiness. You don't need board approval to show up authentically in your next interaction. Leaders can lead by example, creating reciprocal norms that ripple upward and outward—all within their direct control

About the Guest(s)

Zach Mercurio is an author, researcher, and leadership development facilitator specializing in purposeful leadership, meaningful work, and the transformative concept of mattering. With a PhD in organizational learning, performance, and change, Mercurio has become a sought-after advisor for leaders and organizations worldwide seeking to build cultures that promote well-being, motivation, and sustainable performance. His research-backed approach challenges conventional leadership wisdom, demonstrating that feeling valued is the prerequisite to adding value. In this episode, Zach explores how leaders can move beyond transactional management to create genuine human connection in the workplace, offering practical frameworks—noticing, affirming, and needing—that directly address the crisis of employee disengagement. His insights are essential listening for service leaders committed to building organizations where people feel significant, engaged, and genuinely invested in collective outcomes. 

Follow Along

  • [01:30] Belonging vs. Mattering: Why Only People Can Show People Their Value 
  • [07:34] Why Fear-Based Leadership Fails in Complex Environments 
  • [15:12] The Gap Between Wanting Outcomes and Doing the Work 
  • [22:27] Notice, Affirm, Need: The Three-Step Framework for Creating Mattering 
  • [29:50] The Power of Strategic Questions and the Noticing Notebook 
  • [35:53] Showing Impact Through Evidence: The "Look What You Did" Practice 
  • [40:21] Reframe Difficult Behavior: From Defiance to Disconnection 
  • [46:32] You Matter: Finding Significance and Paying It Forward 
  • [52:15] Why Recognition Programs Can't Replace Authentic Daily Interactions 
  • [55:52] Lead With Care Regardless of Your Organization's Culture 
  • [57:53] Where to Learn More and Final 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:

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Why Modern Leadership Demands More Self-Reflection (And How to Fit That In) 

November 5, 2025 | 2 Mins Read

Why Modern Leadership Demands More Self-Reflection (And How to Fit That In) 

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Episode 340

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Erin Coupe, former Wall Street executive turned leadership expert, to explore why modern leadership demands greater self-reflection and how to achieve it without burning out. Erin shares powerful insights on transforming routines into meaningful rituals, building authentic leadership practices, and creating sustainable success without sacrificing personal wellbeing. Whether you're a high-achieving executive feeling stretched thin or a leader seeking to cultivate a more conscious approach to success, this conversation offers practical wisdom on balancing achievement with fulfillment in today's demanding business landscape. 

What You'll Learn

  • How to transition from draining routines to energizing rituals that create lasting positive change 
  • Why modern leadership demands more self-reflection and emotional intelligence in today's volatile business environment 
  • The crucial difference between motion and momentum with meaning in leadership practice 
  • How to measure the ROI of leadership development through preventing turnover, progressing innovation, and improving engagement 
  • Why success metrics are shifting from pure productivity to fulfillment and energy management 
  • How to implement authentic leadership practices within traditional corporate environments 
  • The importance of becoming a steward of your own energy and presence in leadership roles 
  • Why traditional success metrics based on time management are evolving toward fulfillment-based productivity 
  • How to recognize when organizational culture needs transformation and navigate that change effectively 

About the Guest(s)

Erin Coupe is a former Wall Street executive and Fortune 200 corporate leader turned international speaker and executive consultant. With extensive experience in high-pressure corporate environments, including Goldman Sachs, she now partners with top executives in Fortune 500 companies to develop authentic leadership practices and personal development strategies. As the author of "I Can Fit That In," Erin specializes in helping high-achieving professionals transform their approach to leadership through emotional intelligence, mindfulness, and holistic well-being practices. Her unique methodology combines her corporate background with expertise in neuroscience, energy dynamics, and personal development, making her a trusted bridge between traditional business success and modern leadership demands. Having experienced her own transformation from burnout to balanced success, Erin now guides leaders in creating sustainable success without sacrificing personal fulfillment. 

Follow Along

  • [00:00] Intro: Why Modern Leadership Demands Self-Reflection 
  • [01:37] From Wall Street to Wellness: Erin's Personal Journey 
  • [05:24] Who Needs Inner Work? Understanding the Target Audience 
  • [07:20] The Shift: Why Leaders Must Build Internal Trust 
  • [13:08] Practical Tools for Leadership Transformation 
  • [17:00] Routines vs. Rituals: The Power of Intentional Practice 
  • [19:55] Measuring ROI: The Business Case for Leadership Development 
  • [24:59] Can Inner Work Thrive in Corporate Culture? 
  • [32:36] Looking Forward: Redefining Success Through Fulfillment 
  • [34:16] Final Thoughts: Finding Your Leadership Path 

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

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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.

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October 22, 2025 | 2 Mins Read

This and That (Bits and Bobs)  

October 22, 2025 | 2 Mins Read

This and That (Bits and Bobs)  

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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.

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The Top 10 UNSCRIPTED Podcasts of 2025: Part 2

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