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Tag: podcast

June 11, 2025 | 1 Mins Read

Future of Field Service Nashville + IFS Connect Highlights

June 11, 2025 | 1 Mins Read

Future of Field Service Nashville + IFS Connect Highlights

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Episode 320

In this episode of UNSCRIPTED, host Sarah Nicastro shares key takeaways from last week’s Future of Field Service Leaders Meetup and IFS Connect North America. The episode explores critical themes including balancing AI automation with employee empowerment, understanding regional customer value differences, and leveraging artificial intelligence for improved knowledge management with practical perspectives from industry leaders at TOMRA North America and Tampa Electric.

In this episode:

[00:00] Intro: Live from Nashville - Insights from Future of Field Service Meetup

[01:48] Building Community: The Power of Service Leadership Networks

[03:03] Balancing AI Automation with Employee Autonomy in Field Service

[06:26] Understanding Regional Customer Value: From Canada to US Service Preferences

[09:07] AI-Powered Knowledge Management: Revolutionizing Tech Training

[11:44] Developing Your Service Mantra: Creating a Compelling Value Proposition

[14:58] Service Industry Trends: Beyond Technology to Human-Centric Solutions

[17:02] TOMRA's Journey: Modernizing Service Platforms with an Evergreen Approach

[18:41] Data-Driven Excellence: Achieving 97% First-Time Fix Rate

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 319

Remote service capabilities are revolutionizing field service delivery, creating new opportunities for efficiency while maintaining essential human connections.

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Cob Mencarini, Program Manager for Remote Service at Ecolab, about their innovative approach to remote service implementation and how it's transforming both customer experience and operational efficiency. Drawing from his 26-year Navy submarine career, Cob shares insights on leading this strategic transformation.

What You'll Learn:

  • How to leverage remote capabilities to empower customers and reduce unnecessary field visits
  • Why a "hub" approach creates the perfect balance between technology automation and human support
  • The impact of remote service on first-visit resolution rates and how it drives 20% improvement in success rates
  • How to drive organizational change and adoption of remote service capabilities across different stakeholder groups
  • Why hiring external talent with technical aptitude can outperform internal hires for remote support roles
  • How to maintain the human element while implementing automated and remote solutions
  • The importance of flexible customer engagement channels to meet varying preferences and needs
  • Why data collection and storytelling are crucial for demonstrating remote service ROI and driving adoption

About the Guest(s)

Cob Mencarini is the Program Manager for Remote Service at Ecolab, where he leads the company's global remote assist program and installation/repair initiatives. With 26 years of experience in the US Navy submarines, Cob brings unique expertise in program management and leading teams in high-stress environments to his current role. Since joining Ecolab in 2019, he has been instrumental in transforming their service delivery model through remote capabilities, achieving a 20% increase in first-visit resolution rates and maintaining a 4.6/5 customer satisfaction rating. In this episode, Cob shares valuable insights on implementing and scaling remote service strategies, discussing how organizations can effectively balance technology adoption with maintaining essential human connections in service delivery. His innovative approach to remote service as a "hub" for customer interaction and field team support offers practical guidance for service leaders looking to modernize their operations while enhancing customer experience.

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 the episode here:

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May 28, 2025 | 2 Mins Read

Alcon’s Service Overhaul – And What Comes Next

May 28, 2025 | 2 Mins Read

Alcon’s Service Overhaul – And What Comes Next

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Episode 318

A transformative service overhaul at Alcon demonstrates how shifting from a cost-center mindset to viewing service as a strategic lever can revolutionize business operations and customer experience.
In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Kenny Brown, Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, about the company's comprehensive service transformation journey and their strategic approach to implementing AI and other emerging technologies.

What You'll Learn

  • How to transition service from a cost center to a strategic business driver
  • Why employee engagement must precede customer experience initiatives
  • The Disney-inspired framework for creating consistent global service standards
  • How to build effective regional process ownership for sustainable change management
  • Why standardization and measurement systems are crucial for service transformation
  • The four-pillar approach to implementing GenAI in service operations
  • How to maintain employee trust and engagement while introducing AI technologies
  • The critical balance between technological innovation and customer-centricity in healthcare

About the Guest(s)

Kenny Brown is the Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, bringing over 20 years of experience in healthcare technology and service transformation. With a diverse background spanning IT, R&D, operational excellence, and global service operations, Kenny has been instrumental in leading Alcon's comprehensive service overhaul, transitioning the organization from a cost-centered to a strategic-value approach. In this episode, he shares valuable insights on executing large-scale business transformation, standardizing global operations, and leveraging new technologies like GenAI to enhance service delivery. As the current leader of Alcon's GenAI go-to-market strategy, Kenny's expertise in combining technological innovation with customer-centric service makes him a valuable voice for service leaders navigating digital transformation while maintaining focus on customer value.

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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May 21, 2025 | 1 Mins Read

The Stand Out 50 Leadership Awards Are Back for 2025

May 21, 2025 | 1 Mins Read

The Stand Out 50 Leadership Awards Are Back for 2025

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Episode 317

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring individuals who are transforming the service landscape. Tune in to hear about the distinguished judging panel and important dates for this important opportunity to recognize service leaders.

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 the episode here:

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May 14, 2025 | 2 Mins Read

From Combat Pilot to the Corporate World: How the Military Shaped My Leadership (& Considerations for Recruiting Military Talent)

May 14, 2025 | 2 Mins Read

From Combat Pilot to the Corporate World: How the Military Shaped My Leadership (& Considerations for Recruiting Military Talent)

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Episode 316

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veteran hiring programs, this conversation offers practical insights. Tune in to discover why professional candor, clear expectations, and authentic leadership are crucial for success in today's business landscape.

What You'll Learn:

  • How to balance empathy and accountability through clear expectation setting and consistent feedback
  • The "Initial Counseling" framework for establishing two-way leadership expectations and goals
  • Why professional candor and humility are essential for building trust and team effectiveness
  • How to structure successful veteran hiring programs using SkillBridge partnerships and mentorship
  • The importance of translating military experience into corporate value through manager education
  • How to create supportive environments for veterans through Employee Resource Groups and transition support
  • Why "leading from the front" and demonstrating willingness to work alongside teams drives success
  • How to have difficult conversations professionally while maintaining team relationships and trust
  • The value of continuous recognition and celebration in building team morale and engagement
  • Why military talent brings unique perspectives and soft skills that enhance corporate leadership

About the Guest(s)

Hallie Johnston is the US Director of Equipment at Henry Schein, where she oversees full US dental operations and equipment business. A West Point graduate and former Army aviation officer and combat helicopter pilot, Johnston brings unique military leadership experience to the corporate world. Her transition from military service through roles at JPMorgan to her current position at Henry Schein exemplifies the valuable skills veterans bring to business leadership. In this episode, Johnston shares insights on military-informed leadership principles, including the importance of clear expectation setting, professional candor, and leading from the front. As an executive sponsor for Henry Schein's veterans employee resource group, she offers valuable perspectives on successfully integrating military talent into corporate environments and creating supportive transition pathways for veterans entering the civilian workforce. Her combination of military expertise and corporate leadership experience makes this conversation particularly relevant for service organizations looking to strengthen their leadership approaches and veteran recruitment strategies.

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 the episode here:

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Lead Yourself First: Exploring the Link Between Self-Care and Service Excellence 

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Lead Yourself First: Exploring the Link Between Self-Care and Service Excellence 

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Episode 315

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced environment, this conversation offers practical insights on putting yourself first to better serve your team and organization. 

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Field Service Palm Springs 2025: Event Highlights 

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Episode 314

Sarah shares an overview of session highlights as well as her personal observations of Field Service Palm Springs 2025.  

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 the episode here:

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Episode 313

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Faisal Hoque, serial entrepreneur, business strategist, and bestselling author, to explore the delicate balance between AI advancement and human potential. From distinguishing consumer AI from enterprise initiatives to understanding the concept of regenerative leadership, this conversation tackles how organizations can harness AI's power while preserving what makes us uniquely human.

What You'll Learn:

- Why distinguishing between consumer AI and enterprise initiatives is crucial for business success

- How to approach AI adoption through the "Open and Care" framework for balancing innovation with humanity

- The concept of "reverse innovation" and why not all technological advancement equals progress

- How leaders can embrace "regenerative leadership" to help workforces evolve alongside AI

- Why empathy and mindfulness are essential guardrails for responsible AI implementation

- The importance of maintaining neutrality between AI optimism and pessimism to make informed decisions

- How to preserve human creativity and purpose while leveraging AI's capabilities

- Why establishing governance frameworks for AI is crucial before widespread adoption

- The critical balance between using AI as a tool versus allowing it to replace human expertise

- How to approach AI implementation with a "do no harm" principle while maximizing opportunities

[00:00] Intro: Balancing AI and Humanity with Faisal Hoque

[04:19] Why Enterprise AI Differs from Consumer Applications

[16:17] The Open and Care Framework: Finding Balance in AI Adoption

[21:16] Personalization and Choice in AI Implementation

[34:39] Understanding Reverse Innovation and Its Impact

[41:25] Regenerative Leadership in the AI Era

[43:56] Empathy, Mindfulness and Responsible AI Development

[46:10] Final Thoughts: Do No Harm, Create Better Futures

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 the episode here:

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Episode 312

Host Sarah Nicastro sits down with Berend Booms, Head of EAM Insights at IFS Ultimo, to explore the evolving landscape of Enterprise Asset Management and its critical role in service transformation. Berend and Sarah also discuss their mentee/mentor relationship as well as share honest insights about a topic they bond over: balancing professional ambitions with family life.

In this episode:

[00:00] Welcome to Unscripted with Berend Booms

[06:16] Why EAM Matters for Service Organizations

[15:08] Top Trends in Enterprise Asset Management

[19:57] Sustainability's Evolution from Afterthought to Driver

[25:32] Bridging the Generation Gap in Today's Workforce

[36:33] Work-Life Balance: A Leader's Perspective

[41:18] Finding Balance Through Intentional Choices

[48:53] Key Takeaways: Balancing Business & Life

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 the episode here:

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Episode 311

In this solo episode, Sarah provides a brief update on Future of Field Service events for 2025 plus a sneak peek into a few other exciting things in the works!

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 the episode here:

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