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 if your electrical assets weren't just infrastructure — but strategic business drivers?In this episode, Berend Booms sits down with Matthew Wise, VP & Head of Strategy and Business Development at ABB Electrification Service, to unpack why the shift from input-based to outcome-based asset management is reshaping entire industries.Matt brings sharp insight from ABB's frontline — managing over 80 million assets across 50+ countries — on how converging technologies like AI, predictive analytics, and real-time monitoring are moving organizations from reactive maintenance to true system orchestration.What we cover:Why traditional service contracts are no longer fit for purposeWhere AI is genuinely adding value — and where it's falling shortHow to align sustainability and performance as complementary goalsThe organizational silos quietly killing asset optimizationWhat resilience looks like in an increasingly unpredictable worldIf you work in asset-intensive industries — this is essential listening.

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 the future of service isn’t about fixing products — but maximizing customer outcomes?In this episode of UNSCRIPTED, Sarah Nicastro sits down with Ravichandra Kshirsagar, Digital Energy Services VP at Schneider Electric, to explore how service organizations can move from transactional delivery to outcome-based partnerships powered by AI, connectivity, and customer-centric operating models.From designing products for service from the very beginning to creating entirely new roles like the Customer Performance Engineer, this conversation dives into the strategies shaping the future of field service and digital energy services.Key topics include:• Why services are becoming the biggest competitive differentiator• Designing products and platforms for serviceability from inception• Moving from break/fix models to outcome-driven partnerships• How AI is transforming scheduling, planning, and service operations• Organizing around customer segments instead of products• The rise of the Customer Performance Engineer role• Why traditional service playbooks are becoming obsoleteIf you're navigating digital transformation, scaling service excellence, or exploring AI-enabled service models, this episode is packed with practical insights and forward-looking strategies.🎧 Tune in now to learn how leading organizations are reimagining service delivery for the future.

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/