UNSCRIPTED

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Sasha Ilyukhin, SVP of Global Processing Services & Services Solutions at Tetra Pak, for a candid conversation about what it truly takes to unlock service growth at scale.Grounded in new research from Future of Field Service in partnership with Simon-Kucher, this discussion moves beyond theory to explore how one global leader has turned service ambition into measurable business outcomes.While 85% of service leaders say they are optimistic about growth, only 2% have successfully delivered outcome-based services at scale. Sasha shares how Tetra Pak has spent more than a decade building the trust, capabilities, and commercial models required to transform service into a €2.2B business — with half delivered through long-term, performance-based agreements.This episode explores what it really takes to evolve from traditional support models to outcome-driven service partnerships that create lasting value for both customers and providers.In this conversation, you’ll learn:• How Tetra Pak evolved from a la carte services to outcome-based partnerships• Why service growth should be anchored in customer value realization, not revenue targets• The connection between employee experience, service quality, and long-term retention• How digital platforms like Factory OS enable efficiency, sustainability, and workforce transformation• What organizations must do to move beyond the “2%” of outcome-based service offerings• Why workforce shortages, travel reduction, and knowledge management can become strategic advantagesSasha also challenges leaders to rethink how value is identified, captured, and shared. Every service already delivers outcomes — the question is whether companies are structured to recognize and monetize that value effectively.If you’re navigating the shift from transactional field service models to strategic service partnerships, this episode offers practical guidance, real-world lessons, and a compelling vision for the future of service.Because in the end, as Sasha puts it:“You sell equipment once. Customers come back for the service experience.”📩 Subscribe for more conversations on service transformation, field service leadership, and the future of service.

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.

In Episode 354 of UNSCRIPTED, we explore how QuidelOrtho transformed field service from a cost center into a strategic business differentiator. Matt Tice, VP of Global Services, shares six practical strategies for driving customer retention, gaining executive leadership buy-in, aligning KPIs with customer expectations, strengthening frontline leadership, and leveraging AI to elevate the customer experience.If you’re a service leader looking to reposition service as a growth engine, not just a post-sale function, this episode delivers actionable insights you can apply immediately.

Sometimes maximizing asset value is less about short-term optimization and more about building resilience over decades. In this episode of Assets UNSCRIPTED, host Berend Booms speaks with Markus Göring, Director of Asset Value Controlling at Vattenfall, about why resilience has become astrategic priority for asset-intensive organizations operating in an increasingly uncertain world.They explore where organizations most commonly lose assetvalue across the lifecycle, why risk-based maintenance is not optional but foundational to staying in control, and how deliberately balancing performance, cost, and risk over time is what ultimately creates resilient operations. Markus shares a pragmatic view on the realities of data and AI in assetmanagement, the role of operational readiness in preventing value erosion between projects and operations, and why transparency, clear ownership of assumptions, and cross-functional alignment matter more than tools or certifications.For leaders navigating short-term pressures, long assetlifespans, and growing volatility, this conversation offers a grounded, experience-based perspective on resilience as a strategy-not by trying to predict the future, but by staying in control and being prepared for it.

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. 

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. 

Host Sarah Nicastro welcomes Jeffrey Yip, Associate Professor of Management and Organizational Studies at Simon Fraser University, who teaches leadership in the Executive MBA and Management of Technology programs, conducts research that addresses managerial challenges in work relationships and leading change, and has contributed to resources like HBR and Psychology Today. Jeff shares the need for leaders to listen to organizational pain through a process called “painstorming” and explains how doing so can significantly improve change management.

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 episode of UNSCRIPTED, host Sarah Nicastro shares an exclusive sneak peek of what’s to come in 2026 – all initiatives designed to serve the evolving needs of those leading service-centric organizations.

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

In this special episode, host Sarah Nicastro shares thefirst five of this year’s 10 most impactful podcast episodes.

In this episode of UNSCRIPTED, Sarah Nicastro and Roy Dockery, Sr. Director of Field Services Research at TSIA, reflect on their 2025 forecasts – from workforce flexibility and customer expectations to technology debt and AI adoption – and honestly assess where the field service industry delivered, where it fell short, and what leaders need to prioritize heading into 2026. 

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with award-winning CX expert Jeannie Walters to explore why customer experience isn't a nice-to-have (even in amid uncertainty). She sheds light on how to align your organization's mindset, strategy, and discipline around it, and explains why frontline employees remain a largely untapped resource. Whether you're a service leader struggling to justify CX investments or an operational executive navigating budget pressures, this conversation is packed with candid insights on bridging the gap between CX intent and execution.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Dave Clement, Partner and Head of the New York office at Simon-Kucher, to unpack a joint global research project to explore the trends, challenges, and opportunities defining commercial potential within today's service landscape. Whether you're navigating digital transformation, rethinking your pricing strategy, or building a customer-centric growth model, this conversation sheds light on what the research reveals about the foundational shifts required to translate commercial excellence into competitive edge.

In this episode of UNSCRIPTED, host Sarah Nicastro shares highlights from IFS's Industrial x Unleashed event last week in New York, exploring why industrial AI requires a fundamentally different approach than consumer-grade tools, how leading organizations like Kodiak Gas are driving real value through agentic AI, and critical considerations for making AI solutions usable and meaningful in mission-critical operations.

What if the secret to sustainable performance and genuine employee engagement wasn't another program or initiative, but something far simpler—and infinitely more powerful? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Zach Mercurio, researcher with a Ph.D. in organizational learning, performance, and change; leadership development facilitator specializing in purposeful leadership, mattering, and meaningful work; and author of The Power of Mattering. They explore why command-and-control leadership is fundamentally incompatible with the innovation and loyalty leaders claim to want and Zach sheds light on what actually works.

In this episode of UNSCRIPTED, Sarah Nicastro sits down with Erin Coupe, former Wall Street executive turned leadership expert, to explore why modern leadership demands greater self-reflection and how to achieve it without burning out. Erin shares powerful insights on transforming routines into meaningful rituals, building authentic leadership practices, and creating sustainable success without sacrificing personal wellbeing. Whether you're a high-achieving executive feeling stretched thin or a leader seeking to cultivate a more conscious approach to success, this conversation offers practical wisdom on balancing achievement with fulfillment in today's demanding business landscape.

In this episode of UNSCRIPTED, host Sarah Nicastro welcomes back Eduardo Bonefont, former worldwide VP of Technical Services at BD, to explore the art of intentional leadership. Eduardo shares profound insights on mastering presence, maintaining emotional consistency, and leaving a lasting legacy through what he calls the "unfinished portfolio." Whether you're approaching retirement or seeking to maximize your leadership impact, this conversation offers practical strategies for protecting your time, driving innovation, and creating meaningful change.

In a solo episode, UNSCRIPTED host Sarah Nicastro shares key updates following the announcement of the 2025 Standout 50 leaders, detailing new newsletter (re)launches, community initiatives, and upcoming research projects.