Highlights from Future of Field Service Live NYC | UNSCRIPTED Ep. 369

Highlights from Future of Field Service Live NYC | UNSCRIPTED Ep. 369 What does it look like when the best minds in service spend a day in the same room? In this solo episode of UNSCRIPTED, host Sarah Nicastro recaps the Future of Field Service Live event held in New York City — the first FoFS Live event since 2024. From Glass House Chelsea on the 21st floor overlooking Manhattan, service leaders gathered to debate, challenge, and exchange ideas across five sessions that covered change management, customer intimacy, competitive positioning, technician enablement, and AI strategy. Sarah walks through the day's highlights and surfaces the moments and insights that stuck with her most — a reminder that there is still no substitute for in-person community. Here's what the day covered: • Sarah Aviram on change and motivation — why understanding what truly drives your people is the foundation of leading them through change, and the difference between freedom and agency • Natalia Schuman, President and CEO of Maestris Group, on customer intimacy — what it really means to listen first, how 100 customer conversations in 90 days shaped a turnaround, and why frontline knowledge is a largely untapped asset • Matt Tice, VP of Global Services at QuidelOrtho, on repositioning service as a competitive edge — are you measuring what actually matters, the power of combining data and storytelling to drive executive buy-in, and how to show the cost of doing nothing • Dave Clement and Eric Flato from Simon Kucher on technician enablement and commercial growth — where service growth potential sits, what gets in the way, and practical tactics for helping technicians identify and influence revenue opportunities • Nick Vandeveer, Chief Innovation Officer at IFS Nexus Black, on cutting through the AI noise — three myths holding service leaders back, why AI is not a strategy, why it is not a panacea, and the truth about data readiness in 2026 The next FoFS Live event is in London on September 24. You can register here: https://www.futureoffieldservice.com/... Don't miss this one. 🌐 Visit us at futureoffieldservice.com 📩 Subscribe to The INSIDER: futureoffieldservice.com/the-insider