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- The hidden cost of technology debt: Discover how outdated systems and disconnected tools are now your execution arm's biggest liability, and why operational excellence—once a competitive differentiator—is now table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
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