How Field Service Management Has Evolved & What Comes Next | UNSCRIPTED Ep. 359

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 needle 00:00 Intro 00:02:33 The Field Service Management Inflection Point 00:06:31 The IPSECA Model: Why Field Service Can’t Exist in Isolation 00:09:51 The Connected Platform Vision Explained 00:16:41 Key Decisions vs Customization 00:24:17 Aligning Decisions to Your Vision 00:31:46 Navigating a Fragmented Market 00:37:09 Service as a Growth Engine 00:41:05 Why Operational Excellence Is No Longer Enough 00:42:12 AI as an Amplifier, Not Automation 00:48:29 Why Domain Expertise Matters More Than Technology 00:51:47 Lessons from Endurance Racing 00:53:57 Key Takeaways & Final Thoughts 🔑 Who This Episode Is For This episode is essential for: Field service leaders navigating digital transformation Operations and service executives evaluating new platforms Organizations dealing with vendor fragmentation and complexity Teams looking to scale service while managing workforce challenges 📌 Key Takeaways Field service management is no longer just about scheduling—it’s part of an end-to-end operational ecosystem The biggest transformation risks aren’t technical—they’re decision-making and change management AI’s real value lies in scaling capability and resilience, not reducing headcount Success requires industry expertise, domain knowledge, and technical delivery working together 🔗 Connect & Learn More Follow Sarah Nicastro on LinkedIn:   / sarahhowland   Subscribe to The Insider Newsletter: https://www.futureoffieldservice.com/... Follow Future of Field Service on LinkedIn:   / future-of-field-service   Learn more about UNSCRIPTED: https://www.futureoffieldservice.com/... Keywords: 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