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Tag: podcast

July 9, 2025 | 2 Mins Read

As AI Democratizes Knowledge, The Duty of Leadership Evolves

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

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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July 2, 2025 | 2 Mins Read

From IoT to GenAI and Beyond: Advice for Building Intelligent Connected Solutions

July 2, 2025 | 2 Mins Read

From IoT to GenAI and Beyond: Advice for Building Intelligent Connected Solutions

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Episode 323

The Evolution of Connected Solutions: From IoT to Generative AI is reshaping how businesses deliver value through intelligent, connected equipment and services.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Amir Pasdar, Senior Manager for Intelligent Connected Solutions at Henny Penny and Intelligent Equipment Connected Solutions Leader at the North American Association of Food Equipment Manufacturers (NAFEM), to explore the evolution from IoT to GenAI and beyond. Join them as they discuss how to unlock the true potential of connected solutions, navigate organizational readiness for AI implementation, and combine connected data with service history for maximum impact. Tune in to discover why efficiency gains are just the beginning of what's possible with today's emerging technologies.

What You'll Learn:

  • How the progression from basic connectivity to AI-enabled solutions creates new business model opportunities
  • Why organizations must rethink products as experiences, shifting from CapEx to service-based offerings
  • The three-phase "Crawl, Walk, Run" framework for implementing AI solutions effectively
  • How to combine connected device data, service history, and documentation to create truly intelligent solutions
  • Why regulations and compliance should be viewed as competitive advantages rather than barriers
  • The future vision of self-healing appliances and multi-agent AI systems working in harmony
  • How to balance innovation with responsible AI implementation to protect company reputation and customer trust
  • Why democratizing service knowledge through AI is crucial for addressing the aging workforce challenge
  • How to transform efficiency gains into protected margins without passing costs to customers

About the Guest(s)

Amir Pasdar is the Senior Manager for Intelligent Connected Solutions at Henny Penny and the Intelligent Equipment Connected Solutions Leader with the North American Association of Food Equipment Manufacturers (NAFEM). With extensive experience in IoT and AI strategy, Pasdar began his career as an engineer working on smart meters before advancing to leadership roles in predictive technologies and product management. He currently leads initiatives in intelligent connected solutions for commercial kitchen equipment, specializing in the integration of AI, robotics, and lifecycle management solutions. As an AIoT strategist and product leader, Pasdar brings valuable insights on the evolution from IoT to GenAI, sharing practical strategies for businesses to unlock the potential of intelligent connected solutions. His expertise in bridging traditional equipment manufacturing with cutting-edge AI technologies, combined with his work mentoring startups and hosting a podcast on intelligent connected solutions, makes him a respected voice in the digital transformation of industrial services.

Follow Along:

  • [00:00] Intro: Evolution from IoT to GenAI with Amir Pasdar
  • [03:29] The Journey from Basic Connectivity to AI-Driven Solutions
  • [09:20] Transforming Products into Services: The Future Business Model
  • [16:51] Assessing Business Readiness for AI Implementation
  • [22:03] The Crawl-Walk-Run Framework for AI Adoption
  • [27:17] Creating True Intelligence: Combining Data, History & Documentation
  • [31:30] Vision for the Future: Self-Healing Equipment & Multi-Agent Systems
  • [38:34] Building Trust Through Transparency & Responsible Innovation

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 on YouTube:

Stay Connected

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June 25, 2025 | 1 Mins Read

Are XLAs the Key Metric You’re Missing? Part Two

June 25, 2025 | 1 Mins Read

Are XLAs the Key Metric You’re Missing? Part Two

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Episode 322

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of XLAs (Experience Level Agreements), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. Sarah and Alan explore how the shift from service economy to experience economy is revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

If you missed Part One of this discussion, be sure to listen as we cover:

  • Intro: Experience Level Agreements - The Missing Metric?
  • Evolution from Service to Experience Economy
  • Common Misconceptions About Experience Management
  • The Core Elements of Experience Level Agreements

Part two includes:

  • The Core Elements of Experience Level Agreements (continued)
  • Leadership Challenges in the Experience Economy
  • Productivity vs Efficiency: A Critical Distinction
  • The Starbucks Story: When Optimization Goes Wrong
  • AI's Role in Enhancing Human Experiences
  • Building Ecosystems in the Experience Economy
  • The Camelot Experience: Lessons in Team Alignment
  • Closing Thoughts & Looking Ahead

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 on YouTube:

Stay Connected

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June 18, 2025 | 3 Mins Read

Are XLAs the Key Metric You’re Missing? Part One

June 18, 2025 | 3 Mins Read

Are XLAs the Key Metric You’re Missing? Part One

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Episode 321

What if you could transform your service metrics to truly capture customer experience? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Alan Nance, pioneer of Experience Level Agreements (XLAs) and ITSM Hall of Fame inductee, to explore why traditional service metrics fall short, how to shift from efficiency to productivity mindsets, and why measuring experience is crucial in today's economy. Whether you're struggling with customer retention or seeking to differentiate your service offering, this conversation delivers practical insights on moving beyond conventional SLAs to create meaningful experiences. Tune in to discover why the most successful organizations are focusing on experience over optimization and how to lead this transformation in your business.

Summary

Experience Level Agreements (XLAs) are revolutionizing how organizations measure and deliver value by shifting focus from service metrics to human experience outcomes.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes Alan Nance, a strategic technology leader and pioneer of Experience Level Agreements, to explore how the shift from service economy to experience economy is transforming business metrics and customer relationships.

What You'll Learn:

  • How to distinguish between the service economy (efficiency-focused) and experience economy (value of time-focused)
  • Why traditional Service Level Agreements fail to capture true customer satisfaction and business value
  • The "Experience Reference Matrix" framework for measuring and improving stakeholder experiences
  • How to balance AI implementation with maintaining authentic human connections
  • Why empowering employees is crucial for delivering exceptional customer experiences
  • The "Camelot Moment" principle for creating transformative team alignment and innovation
  • How to build effective ecosystems for delivering modern business value propositions
  • Why measuring sentiment alone isn't enough - understanding the rationale behind it is crucial
  • The critical difference between productivity (doing more with the same) and efficiency (doing the same with less)
  • How to avoid over-optimizing experiences at the expense of human connection

About the Guest(s)

Alan Nance is a strategic technology leader and pioneer of Experience Level Agreements (XLAs), recognized for his transformative work in digital experience management. As an inductee into the ITSM Hall of Fame and HDI Top 25 thought leader, Alan brings decades of expertise in technology management and human-centric design to the field of service delivery. With a unique background combining sociology and technology leadership, he has been instrumental in reshaping how organizations measure and deliver experiences, including his notable role as a keynote speaker at the 1992 launch of ITIL. In this episode, Alan shares crucial insights on the shift from service economy to experience economy, offering strategic guidance for service leaders looking to implement experience-based measurements and governance. His work with the XLA Institute continues to influence how global organizations approach experience management, making him a leading voice in the evolution of service delivery and customer experience measurement.

Part One includes:

[00:00] Intro: Experience Level Agreements - The Missing Metric?

[08:43] Evolution from Service to Experience Economy

[15:04] Common Misconceptions About Experience Management

[26:31] The Core Elements of Experience Level Agreements

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 on YouTube:

Stay Connected

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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.

Watch on YouTube:

Stay Connected

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Ecolab’s Remote Service Strategy

June 4, 2025 | 2 Mins Read

Ecolab’s Remote Service Strategy

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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:

Stay Connected

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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.

Watch the episode here:

Stay Connected

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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:

Stay Connected

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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:

Stay Connected

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May 7, 2025 | 1 Mins Read

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

May 7, 2025 | 1 Mins Read

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. 

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:

Stay Connected

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What Does It Take to Thrive Vs. Merely Survive in the Experience Economy?

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