UNSCRIPTED

What if the key to navigating change isn't a better strategy — it's a better relationship with change itself?In this episode, host Sarah Nicastro sits down with Sarah Aviram — keynote speaker, leadership coach, and author of The Scenic Route — to explore why organizational change so often stalls, and what leaders can do differently.Drawing on her remarkable year working across 12 countries in 12 months, Sarah shares the personal stories and practical frameworks that have helped thousands of leaders move through transformation with more confidence, clarity, and resilience.The conversation covers the six core drivers of human motivation, why storytelling connects where case studies fall flat, and what a Buddhist monk, a flamenco dancer, and a group of performers in Thailand can teach us about identity and change. There's also a beautiful moment around the Portuguese concept of saudade — and why making peace with impermanence might be one of the most underrated leadership skills there is.If you're leading a team through uncertainty, or simply trying to find your footing when change feels relentless — this one's worth your time.

What does career growth in field service look like when priorities shift from constant travel to creating better work-life balance?In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Fernando Ferreyra, Service Engineer for the Technical Solutions Center at QuidelOrtho, to discuss his transition from a high-travel Field Service Engineer role into remote technical support—and how that change transformed both his career and family life.Fernando shares his journey from laboratory science into field service, what it was like supporting major healthcare accounts across the U.S. and Mexico, and how his experience as a former customer gave him a unique advantage in service. He also explains why flexibility, mentorship, and strong team culture are essential for retaining top talent in today’s service organizations.The conversation explores the evolving reality of service careers, including balancing family responsibilities, creating sustainable career paths, leveraging AI responsibly, and maintaining the human connection that makes service exceptional.In this episode, you’ll learn:How remote technical support roles can improve work-life balance in service careersWhy flexibility is critical for retaining frontline talentThe importance of empathy and communication in field service successHow Fernando’s customer experience helped him become a stronger engineerWhy AI should enhance—not replace—the human side of serviceThe role mentorship and teamwork play in career growthHow service leaders can better support frontline employees and familiesWhether you’re a field service engineer, technical support professional, service leader, or someone exploring a career in service, this episode offers valuable insights into career development, employee retention, leadership, and the future of frontline work.

What if your AI strategy is actually holding you back?In this episode of UNSCRIPTED, recorded on-site at Field Service Next West in San Diego, host Sarah Nicastro sits down with Jayda Nance, AI Product Owner at IBM, to cut through the hype and explore what it really takes to create value with AI.From problem-first thinking to proving value through pilots, this conversation challenges the “move fast” mentality and shows why moving smart is what actually drives results.🔑 What You’ll Learn- Why clear problem determination should come before any AI investment- The difference between automation vs. true AI—and when each is needed- Why pilots outperform MVPs when proving real business value- How to use a four-layer process framework (inputs, rules, actions, outputs)- Why mindset—not technology—is the biggest barrier to AI adoption- How early wins build trust and momentum across your organization💡 Key TakeawayAI isn’t a magic wand.The organizations seeing real results are the ones that focus less on trends and more on solving the right problems.👤 About the GuestJayda Nance is an AI Product Owner at IBM, where she leads strategy and execution for operational transformation across technology lifecycle services. With a background in engineering and innovation, Jayda brings a practical, problem-first approach to AI—helping organizations build solutions that actually deliver value.🎧 Listen & Learn MoreIf you're navigating digital transformation or looking to build a smarter AI strategy, this episode is packed with practical insights you can apply immediately.🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

Floris Regouin is Chief Visionary Officer at The New Tomorrow and author of Natural Intelligence, where he explores how 3.8 billion years of natural R&D can help leaders rethink organizational design, collaboration, resilience, and change.In this episode of Assets UNSCRIPTED, host Berend Booms sits down with Floris to explore how nature’s hidden playbook can reshape the way organizations operate. From starling murmuration's and lichen ecosystems to leverage points and adaptation, this conversation examines what leaders can learn from nature about moving smarter, building resilience, and navigating disruption in a world of constant change.He explains:▪️ Why nature offers a more adaptive model for leadership than rigid structures and protocols▪️ What starling murmuration's can teach organizations about alignment, trust, and shared direction▪️ Why resilience comes from diversity, experimentation, and collaboration▪️ How imbalance and disruption can actually drive growth and adaptation▪️ Why leaders need reflection, play, and room to experiment—not just more meetings▪️ What nature reveals about leverage points and using less energy for greater impact▪️ How to think about artificial intelligence through the lens of adaptation rather than fear▪️ Why the real imperative for leaders today is simple: adapt or die00:00 Intro00:00:27 Floris Regouin’s Journey from Microbiology to Business00:05:55 Seeing Differently: Why Nature Is the Ultimate R&D Lab00:07:37 What Nature Knows About Optimization and Efficiency00:08:17 Starling Murmurations and the Power of Simple Rules00:12:26 Leadership Without Overcontrol00:17:13 Signals, Shared Direction, and Organizational Alignment00:18:50 The Microsoft Example: When Silos Undermine the Bigger Picture00:23:02 Why Imbalance, Play, and Mistakes Matter00:28:38 Resilience, Ecosystems, and Letting Go of Control00:31:28 Lichen, Symbiosis, and the Strength of Collaboration00:34:26 Parasites, Tension, and What Organizations Can Learn from Friction00:37:09 Leverage Points and the Wisdom of the Eagle Owl00:40:36 Why Leaders Need Reflection More Than More Meetings00:43:51 Moving With the Currents Instead of Against Them00:46:34 AI, Adaptation, and the Future of Work00:54:30 Final ThoughtsThis episode is for asset leaders, operations executives, and anyone rethinking how organizations can become more resilient, adaptive, and human in the face of complexity.Follow Berend Booms on LinkedIn:https://www.linkedin.com/in/berendbooms/Follow Future of Assets on LinkedIn:https://www.linkedin.com/company/future-of-assetsLearn more about Assets UNSCRIPTED:https://www.futureofassets.com/Learn more about the UNSCRIPTED podcasts:https://www.futureoffieldservice.com/podcast/

Jacob Brumbelow is a Service Technician at MaxAir Mechanical who discovered that the trades offered far more opportunity, growth, and fulfillment than the college path he once assumed was his only option.In this episode of Frontline UNSCRIPTED, host Sarah Nicastro sits down with Jacob to explore how younger technicians think about loyalty, growth, leadership, and career development—and what companies need to understand if they want to attract and retain the next generation of frontline talent.He explains:▪️ Why the trades deserve more visibility as a meaningful career path▪️ How younger talent defines loyalty differently than older generations▪️ Why growth opportunities matter so much in attracting and retaining technicians▪️ What senior leaders often misunderstand about younger frontline workers▪️ How feeling heard and included can make a major difference in retention▪️ Why younger technicians want to understand the “why,” not just follow instructions▪️ How leadership development can open new career possibilities early on▪️ Why trying new things matters more than following the path you think you’re supposed to take00:00 Intro01:08 Jacob’s Journey from College to HVAC03:34 Apprenticeship, Journeyman Path, and Career Progression06:41 Challenging Stereotypes Around the Trades08:24 Family Support and Rethinking Career Assumptions10:55 Why HVAC Clicked and What Makes the Work Fulfilling12:48 What Younger Talent Wants: Growth, Opportunity, and Purpose14:02 Why Feeling Heard Matters More Than Leaders Realize16:28 Generational Differences in Motivation and Career Outlook21:02 Inside MaxAir Mechanical’s Leadership Academy23:38 Building Confidence Through Public Speaking and Development28:15 Redefining Leadership as Service32:29 What Younger People Should Know About Career Paths in the Trades35:35 What Senior Leaders Get Wrong About Younger Talent39:16 Final Advice for Younger Listeners40:30 Closing ThoughtsThis episode is for service leaders, frontline managers, and anyone thinking about how to better attract, develop, and retain younger talent in field service.Follow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about Frontline UNSCRIPTED:https://www.futureoffieldservice.com/podcast/

David Alazraki is a Partner in PwC’s Field Service and Operations Practice, where he helps enterprise organizations modernize field service operations across asset-intensive industries. With nearly two decades of experience, he brings deep expertise in digital transformation, platform strategy, and operational excellence.In this episode of UNSCRIPTED, host Sarah Nicastro sits down with David to explore how field service management has evolved—from fragmented tools to connected platforms—and what leaders must focus on next to build resilient, future-ready operations.He explains:▪️Why not every requirement is a “key decision”—and how to avoid unnecessary customization▪️Why operational excellence is now table stakes, not a differentiator▪️The “Connected Platform Vision” and why field service cannot operate in isolation▪️How to navigate a fragmented vendor landscape without decision paralysis▪️Why consolidation and integration matter more than ever▪️How AI acts as an amplifier—not just an efficiency tool▪️Why domain and industry expertise are critical to transformation success▪️How to make smarter, faster decisions that actually move the needleFollow Along:00:00 Intro00:02:33 The Field Service Management Inflection Point00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation00:09:51 The Connected Platform Vision Explained00:16:41 Key Decisions vs Customization00:24:17 Aligning Decisions to Your Vision00:31:46 Navigating a Fragmented Market00:37:09 Service as a Growth Engine00:41:05 Why Operational Excellence Is No Longer Enough00:42:12 AI as an Amplifier, Not Automation00:48:29 Why Domain Expertise Matters More Than Technology00:51:47 Lessons from Endurance Racing00:53:57 Key Takeaways & Final Thoughts🔑 Who This Episode Is ForThis episode is essential for:Field service leaders navigating digital transformationOperations and service executives evaluating new platformsOrganizations dealing with vendor fragmentation and complexityTeams looking to scale service while managing workforce challengesField service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystemThe biggest transformation risks aren’t technical—they’re decision-making and change managementAI’s real value lies in scaling capability and resilience, not reducing headcountSuccess requires industry expertise, domain knowledge, and technical delivery working together🔗 Connect & Learn MoreFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowlandSubscribe to The Insider Newsletter:https://www.futureoffieldservice.com/newsletterFollow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-serviceLearn more about UNSCRIPTED:https://www.futureoffieldservice.com/podcast/Key words: field service management, FSM, field service transformation, digital transformation, service operations, AI in field service, service leadership, field service software, asset management, service strategy, connected platform, servitization, operational excellence

Jovan Glasgow is the Founder and CEO of Glasgow International, a global coaching and leadership development brand focused on human transformation and organizational impact. From humble beginnings in the Caribbean to building a global coaching platform, his work centers on helping leaders unlock their true potential through authenticity, resilience, and introspection. In this conversation with host Sarah Nicastro, Jovan breaks down why the biggest competition you face isn’t external—but internal—and how releasing ego, overcoming fear, and challenging what you’ve normalized can unlock real, lasting transformation.He explains:▪️Why competing with others limits your growth—and how to focus on your true capacity▪️How ego shows up as “looking good vs being good” in leadership▪️Why fear doesn’t stop action—but stops boldness and authenticity▪️The concept of “perception prison” and how it silently holds people back▪️The two hidden blockers of performance: shame and unforgiveness▪️Why releasing disappointment is a daily decision—not a feeling▪️The 4-step practice to stay grounded and lead with an open heart▪️How “normalize, rationalize, actualize” shapes your results and long-term successFollow along:00:00 Intro01:20 From the Caribbean to Transformational Leadership12:00 Stop Competing Against Others, Compete Against Yourself18:46 Fire Your Representative: Lead With Authentic Confidence26:03 Fear Doesn’t Stop Action—It Stops Boldness35:47 The Decision Precedes Ability: Releasing Disappointment45:33 The Power of Perspective Over Perception49:44 Seven Minutes of Solitude: Open Hands, Open Heart52:45 Challenge Your Norms: What You Normalize, You Actualize56:00 Key Takeaways & Final ThoughtsFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn: https://www.linkedin.com/company/future-of-field-service/Follow Future of Assets on LinkedIn: https://www.linkedin.com/company/future-of-assets/Learn more about the UNSCRIPTED podcast: https://futureoffieldservice.com/podcast/

Self-care isn’t selfish. Leadership expert Hannah Knowles explains why taking care of yourself first might be the most powerful leadership decision you can make.In this International Women’s Day episode of UNSCRIPTED, Hannah Knowles joins host Sarah Nicastro to discuss self-care, women in leadership, resilience, and navigating change in today’s workplace.Hannah Knowles is a keynote speaker at Art of Brilliance, a wellbeing training company focused on helping individuals and teams move from surviving to thriving. She is also the coauthor of Love Notes, a collection of reflections and insights about what gives our lives meaning: love.She explains:Why self-care isn’t selfish and makes you a better leaderThe “Give to Gain” paradox and why prioritising yourself benefits othersWhy consistency beats intensity when building habitsHow noticing “glimmers” can shift your mindset and wellbeingThe Kaizen approach to creating meaningful change through small stepsWhy leaders should focus on what they can control during uncertaintyHow vulnerability and honesty build stronger teamsWhy perspective shapes how people respond to changeThe leadership power of saying “I’ll go first”Why celebrating progress matters more than chasing perfectionFollow along:00:00 Intro01:00 Meet Hannah Knowles and the Art of Brilliance mission04:00 Why self-care shouldn’t feel selfish07:30 Consistency beats intensity when building habits10:45 Why women often struggle to prioritise themselves15:10 The concept of “glimmers” and finding everyday joy19:30 The Kaizen mindset and the power of small steps24:30 Eat, move, sleep, relationships — the foundations of wellbeing29:00 Why perspective shapes how we respond to change34:20 Leading through uncertainty and supporting teams39:30 Why vulnerability is a leadership strength45:00 The “I’ll go first” leadership mindset50:30 Celebrating progress instead of perfectionFollow Sarah Nicastro on LinkedIn:https://www.linkedin.com/in/sarahhowland/Subscribe to The Insider Newsletter:https://www.futureoffieldservice.com/the-insider/Follow Future of Field Service on LinkedIn:https://www.linkedin.com/company/future-of-field-service/Learn more about the UNSCRIPTED podcast:https://futureoffieldservice.com

What if the difference between good and great in your organization came down to one overlooked factor?In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Josh Zolin, CEO of Windy City Equipment and author of Blue is the New White, to unpack why soft skills drive hard results and how failing to invest in them could be costing you far more than you realize.From a 250% ROI on soft skills training (backed by research from Harvard, Boston University, and the University of Michigan) to the real reason your best technician might fail as a leader, this conversation dives deep into the hidden financial and cultural impact of communication, empathy, accountability, and leadership development.If you lead in field service, skilled trades, manufacturing, or frontline operations, this episode is packed with practical, implementable insights.

Leading multiple countries across Asia Pacific requires far more than operational excellence—it demands deep cultural understanding, intentional relationship-building, and the strategic ability to represent your region within a global enterprise. In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Madhu Oza, Director of Global Technical and Service Excellence for APAC at Abbott Laboratories, to explore what it takes to build trust, bridge cultural divides, and amplify regional impact while maintaining alignment with global standards. Whether you're navigating the complexities of international leadership or looking to elevate your team's impact on the world stage, this conversation is packed with actionable insights to help you lead with cultural intelligence and authenticity.

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Greg Crumpton, VP at ServiceLogic and founder of DeepKnowledge, to explore how curiosity and contrarian thinking drive innovation, why respecting local expertise beats corporate control, and how modern leaders can build cultures where people actually want to stay. Whether you're navigating acquisition-led growth, scaling teams across generations, or struggling with the shift from command-and-control management, this conversation is packed with hard-won wisdom on trust, mutual respect, and what it really takes to lead today.

What if the key to advancing your career was less about climbing the ladder and more about knowing yourself? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Stand Out 50 2025 leader Adam Gloss, Chief Operating Officer at Impel, to explore why self-awareness is your greatest leadership asset. The two discuss how to identify what truly drives you (and what doesn't) and the strategies to build a career aligned with your values—not just your ambitions.

In this special year-end episode, host Sarah Nicastro shares the Top 5 of the Top 10 episodes of 2025.