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Tag: podcast

July 30, 2025 | 2 Mins Read

The Value of a Service “North Star” & Creating a Strategy to Achieve It

July 30, 2025 | 2 Mins Read

The Value of a Service “North Star” & Creating a Strategy to Achieve It

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Episode 327

What if you could transform your service organization with a bold vision that inspires both teams and stakeholders? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten Vandermer, SVP and Head of Global Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration, rethink talent strategies for the digital age, and build the technical foundation needed for remote service transformation. Whether you're aiming to modernize your service operations or seeking ways to better articulate service's value to your business, this conversation offers practical insights for service leaders looking to shape their organization's future. Tune in to discover how TOMRA is working toward their goal of 100% remote service by 2035 and the strategic steps they're taking to get there.

What You'll Learn:

  • How to craft a compelling North Star vision that inspires teams and drives organizational alignment
  • The three-horizon strategy framework for balancing aggressive goals with attainable milestones
  • Why storytelling is crucial for gaining cross-functional buy-in and support for service transformation
  • How to build a digital foundation that enables remote service capabilities and data-driven insights
  • The framework for evolving talent strategy as service roles shift from hands-on fixing to strategic advisory
  • Why maintaining positive leadership momentum is essential during long-term transformation
  • The importance of celebrating small wins while working toward ambitious service goals
  • How to leverage data insights to transition from traditional field service to value-based customer relationships

About the Guest(s)

Clinten Vandermer is the SVP and Head of Global Service and Project Management at TOMRA Recycling, a global leader in sorting technologies for waste recycling and mining industries. With over 20 years of service industry experience, he is driving transformative change in remote service delivery and digital transformation. In his three years at TOMRA, Clinten has established a bold vision for achieving 100% remote service capabilities by 2035, while maintaining the organization's position as a trusted adviser to customers. His expertise in developing service-centric strategies, cross-functional collaboration, and talent development has helped achieve an 80% first-time fix rate through remote support in some regions. As a forward-thinking service leader, Clinten's approach to combining digital innovation with customer value creation makes him a valuable voice for service executives navigating the future of field service operations.

Follow Along:

  • [00:00] Welcome to the Unscripted Podcast with Sarah Nicastro
  • [02:42] Defining Your Service North Star Vision
  • [06:36] The Power of Storytelling in Service Leadership
  • [11:32] Building a Three-Horizon Strategy for Transformation
  • [15:29] Cross-Functional Collaboration for Service Success
  • [19:19] Evolving Talent Strategy for Remote Service
  • [22:48] Creating a Strong Digital Foundation
  • [26:09] Turning Service Data into Customer Value
  • [28:31] Leading Through Transformation: Staying Motivated
  • [31:16] Key Takeaways: Reflecting on Progress and Celebrating Wins

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 23, 2025 | 2 Mins Read

How Lean Methodology is Guiding Service Transformation at Diebold Nixdorf

July 23, 2025 | 2 Mins Read

How Lean Methodology is Guiding Service Transformation at Diebold Nixdorf

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Episode 326

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Brian Gallipeau, Senior Vice President of Service for the Americas at Diebold Nixdorf, to explore how lean methodology is transforming service operations in a global organization. Brian shares practical insights on implementing lean principles through ride-alongs, Kaizen events, and video training, while discussing how to overcome resistance to change and empower frontline teams. Whether you're leading a service transformation or seeking to improve operational efficiency, this conversation offers valuable strategies for evolving from a product-centric to service-centric business model. Tune in to discover how cross-functional collaboration and frontline engagement can drive meaningful organizational change.

What You'll Learn:

  • How to leverage lean methodology in service operations with greater impact than traditional manufacturing applications
  • The power of involving frontline technicians in process development to ensure real-world effectiveness
  • Why cross-functional ride-alongs create organizational alignment and drive service transformation
  • How to use Kaizen events to solve problems in real-time with multi-disciplinary teams
  • The strategic shift from Customer Delivery Manager to Customer Success Manager to drive outcome-focused relationships
  • Why consistent communication and demonstrated follow-through are essential for overcoming change resistance
  • How to leverage predictive analytics and IoT data to transform from break-fix to proactive service delivery
  • The importance of measuring technician effectiveness at specific repair types versus general metrics

About the Guest(s)

Brian Gallipeau is the Senior Vice President of Service for the Americas at Diebold Nixdorf, where he oversees a team of 8,000 people delivering critical service solutions. With over 20 years of experience at Canon and previous roles at Xerox and Kodak, Brian brings an engineering mindset to service transformation. In this episode, he shares how lean methodology is revolutionizing service delivery at Diebold Nixdorf, offering practical insights on transitioning from a product-centric to service-oriented business model. His leadership in implementing innovative approaches like cross-functional Kaizen events, strategic ride-alongs, and data-driven customer success management demonstrates how traditional service organizations can embrace change and drive operational excellence. Brian's work in modernizing service delivery and fostering a culture of continuous improvement provides valuable lessons for service leaders looking to transform their organizations.

Follow Along:

  • [00:00] Intro
  • [00:47] Brian's Journey from Engineering to Service Leadership
  • [02:25] Breaking Down Silos: DN's Culture of Collaboration
  • [06:14] Why Lean Works Better in Service Than Manufacturing
  • [07:34] Involving Frontline Teams in Lean Implementation
  • [14:40] Building Trust Through Leadership Lunches
  • [19:26] Cross-Functional Ride-Alongs Drive Understanding
  • [23:04] Action-Oriented Kaizen Events Drive Real Change
  • [25:43] Smart Video Training for Field Service Success
  • [28:04] Using Scorecards to Drive Performance
  • [36:13] Evolution to Customer Success Management
  • [39:09] Leveraging Data for Predictive Service
  • [41:22] Final Thoughts: Leading Service Transformation

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 here:

Stay Connected

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July 16, 2025 | 3 Mins Read

How Multivac Cut Technician Turnover in Half

July 16, 2025 | 3 Mins Read

How Multivac Cut Technician Turnover in Half

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Episode 325

What if you could cut technician turnover in half while building a more engaged field service team? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Dave Sarazen, VP of Customer Service at Multivac, to explore how his organization transformed their approach to recruiting and retention. Learn how they've built a successful veteran hiring program, implemented an innovative apprenticeship model, and created structured growth paths that keep technicians engaged. Whether you're struggling with field service turnover or looking to modernize your talent strategy, this conversation offers practical insights into building a sustainable service workforce through intentional leadership, transparent communication, and meaningful recognition.

Reducing technician turnover requires a comprehensive strategy combining thoughtful recruitment, clear career paths, and genuine employee engagement.

In this episode of UNSCRIPTED, host Sarah Nicastro speaks with Dave Sarazen, Vice President of Customer Service at Multivac, about how his organization successfully cut technician turnover in half through strategic initiatives and leadership practices that prioritize both recruitment and retention

What You'll Learn

  • How to build successful veteran recruitment programs that now comprise 31% of the field service workforce
  • Why transparency in recruitment leads to better retention by setting clear expectations about work environments and demands
  • The framework for creating structured growth paths that offer multiple career progression options
  • How to develop and implement an apprenticeship program that creates a sustainable talent pipeline
  • Why intentional communication and recognition strategies drive higher employee engagement
  • The importance of balancing workload and schedules to prevent burnout (52-57 hours sweet spot)
  • How to build strong partnerships between service leadership and HR to drive recruitment success
  • Why removing underperforming team members is crucial for maintaining high-performing service teams
  • The value of regular face-to-face engagement through regional meetings and management dinners

About the Guest(s)

Dave Sarazen is the Vice President of Customer Service at Multivac, a global leader in packaging and processing equipment for the food and pharmaceutical industries. With a background in mechanical engineering and extensive experience in technical service leadership, Dave has successfully led initiatives to transform Multivac's field service operations. Under his leadership, the company has cut technician turnover in half through innovative programs including a structured apprenticeship program and strategic veteran recruitment that now comprises 31% of their field service workforce. In this episode, Dave shares valuable insights on building and retaining a high-performing field service team, managing a 200-person customer service organization, and developing engagement strategies that have resulted in the highest employee satisfaction scores across Multivac. His successful transformation of service operations from a cost center to generating 45% of company revenue makes this conversation essential listening for service leaders focused on talent retention and operational excellence.

Follow Along

  • [00:00] Intro: Cutting Technician Turnover in Half - A Service Leadership Story
  • [04:47] Veteran Recruitment Strategy: Building a Sustainable Talent Pipeline
  • [18:12] Creating Career Paths: From Field Tech to Leadership
  • [22:53] Innovative Apprenticeship Program: Growing Your Own Talent
  • [27:50] Engagement Through Intentional Communication
  • [30:54] Recognition and Rewards: Making Field Teams Feel Valued
  • [37:34] Work-Life Balance: Schedule Innovation and Respecting Time Off
  • [39:53] Leadership Lessons and Building High-Performing Service Team

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 here:

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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.

Watch on YouTube:

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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.

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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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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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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:

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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:

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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:

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