Curiosity, Community, and Change: A New Take on Leadership
In this episode of Bytes and Banter, Sarah Nicastro—Principal Evangelist evangelist at IFS and host of the UNSCRIPTED podcast—joins us to explore what authentic leadership looks like in today’s AI-powered world. Her journey from early career pivots to industry thought leader offers a powerful reminder: the best leaders embrace curiosity, foster community, and lead change with intention.
After being turned down for a sales role due to a lack of experience, Sarah redirected her career into writing, eventually crafting case studies and thought leadership content that led her to IFS. Today, she hosts conversations on customer experience, digital transformation, and the evolving role of field service in business strategy.
Sarah shares how field service has shifted from a cost center to a profit driver—and how that shift demands more emotionally intelligent leadership. She emphasizes the importance of change leadership over traditional management, and why organizations must create cultures where people feel heard, valued, and empowered.
From navigating digital transformation to adopting AI without accumulating technical debt, Sarah’s advice is grounded, actionable, and rooted in values. Her message: lead with authenticity, stay curious, and build real community.
Highlights from the Episode:
- Adaptability fuels growth: Career paths are rarely linear.
- Field service is strategic: It’s about profit, CX, and long-term value.
- Change leadership matters: Empathy and emotional intelligence drive sustainable transformation.
- Storytelling builds trust: Clear, human-centered communication is essential.
- Community accelerates growth: Relationships and peer learning fuel long-term success.
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Catch the full video here of Episode 21: Beyond Silos – Authentic Leadership in the Age of AI
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