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June 18, 2025 | 3 Mins Read

Are XLAs the Key Metric You’re Missing? Part One

June 18, 2025 | 3 Mins Read

Are XLAs the Key Metric You’re Missing? Part One

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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.

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June 16, 2025 | 2 Mins Read

My Thoughts on Modern Leadership: Curiosity, Community and Change

June 16, 2025 | 2 Mins Read

My Thoughts on Modern Leadership: Curiosity, Community and Change

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By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service

After hosting more than 320 podcasts, I’ve grown quite comfortable interviewing individuals of all walks of life. It isn’t too often I appear on the other side of the mic, and I’ll admit being the guest versus the host is an experience I find enjoyable but far less comfortable. I had an opportunity recently to exercise those muscles as a guest on the Bytes and Banter podcast.

Bytes and Banter is created by HDI Local Chapters, a non-profit volunteer organization committed to empowering the tech community through knowledge and innovation. The host, Rocky McGuire, Head of North America Service Desk & Experience Evangelist at Unisys, is a fellow HDI Top 25 Thought Leader of 2025. He has interviewed a variety of guests in the IT space discussing topics ranging from employee experience and the skills gap to cybersecurity and imposter syndrome, among many others. Moreover, as is the case with UNSCRIPTED, the guests often share their own inspiring stories that leave a lasting impact.

Storytelling as a Core Leadership Skill

Despite my uncharacteristic nerves as we got the conversation started (seriously, you’d have thought I’d never used a microphone before!), we ended up having a lively discussion that delved into quite a few topics. I first shared the story of my foray into field service, and then Rocky asked some great questions that prompted discussion around:

  • A humbling experience from my very early career that sparked my commitment to curiosity and quelled my fear of seeming “not smart enough”
  • How and why I fell in love with service and my passion for what service represents in the broader business realm
  • The importance of being yourself and believing in yourself
  • My observations on both the power and complexity of change and what shift in mindset is essential for leaders today
  • The criticality of authentic leaders in the AI era & what mindset I believe is most productive as leaders carve their AI strategies
  • Storytelling as a core leadership skill and what I’ve learned is the basis of every good story
  • How a leader will know whether they’ve created a good culture among their team
  • My investment in and gratitude for community

If any of this sparks your interest, I’d love for you to tune in to my episode of Bytes and Banter, which you can find on Apple Podcasts, Spotify, or YouTube.

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June 9, 2025 | 3 Mins Read

Save Us from Ourselves: Breaking Industry Echo Chambers

June 9, 2025 | 3 Mins Read

Save Us from Ourselves: Breaking Industry Echo Chambers

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By Sarah Nicastro, Founder and Editor-in-Chief, Future of Field Service

I spent last week in Nashville for the Future of Field Service Leadership Meet-Up and then IFS Connect. While I recorded a highlights podcast to share on UNSCRIPTED this week, there’s a point that has stood out in my mind enough that I felt it deserved its own permanent spot in the articles archive.

That point was made by David Lukcic, Vice President of Technology at Tampa Electric, who spoke on day two of IFS Connect about the company’s digital journey. David had many great points, but the one that I loved most was that he shared, “We’re looking to our partners to save us from ourselves,” he said. “We loved to be challenged because that’s what helps us to learn from others’ experiences.”

He shared that when Tampa Electric is aiming to be the best at something, they don’t feel it’s always enough to be the best in their industry. With data, for example, he shared that utilities aren’t known for their innovative approach to leveraging data – so striving to be the best within utilities simply won’t do – they need to look outside their own industry for inspiration.

There’s a lot of wisdom in what David is saying. First, this idea of welcoming different perspectives – of understanding the risk of the default, internal view – is so powerful. All too often companies are overly protective of what they know, what they’ve decided, what they do well that they don’t allow themselves to remain open to alternative opinions – let alone welcome them. This “save us from ourselves” mentality is, in my opinion, a path to competitive advantage.

Service Innovation Requires Challenging the Status Quo

The mentality also reminded me of my recent conversation with Michael Potts of ACCO, when he said that “as a leader, I feel it’s my responsibility to challenge the status quo. How could I possibly do that well if I don’t invite others to challenge me?” There’s a release of ego evident in both statements – and that allows in more curiosity, more openness, and ultimately, I think will lead to more success.

David’s calling out of the importance of seeking insight and inspiration beyond your own industry is also a belief I couldn’t agree with more. Not only is the premise really of Future of Field Service, but I’ve witness firsthand countless times in my career the power of sharing knowledge on common challenges, opportunities, and trends across industries. While you won’t gain a blueprint to success, the lightbulb moments that can come from these conversations are priceless.

As consumer expectations creep further into the business-to-business realm, companies can’t afford not to seek ideas from beyond their own industry. We’ve been referring to “the Amazon effect” or “Uberization” for years already, but how many service organizations have actually caught up to being able to execute experiences like those? Moreover, how far are they falling behind the moving target of what customers will expect next? Seeking examples outside of your own industry is necessary to remaining relevant and competitive in the digital age.

There are many options for how to seek inspiration from outside your own industry, including:

  • Maintaining an open mind when you read news headlines about what companies nothing like yours are doing that’s working well
  • Attending an event outside of your core industry – one that brings multiple industries together where you can gain new perspectives
  • Press on your technology providers to get involved in cross-industry customer interactions (at IFS I created the CollABoratives to serve this purpose) and to learn from best practices they see holistically
  • Use LinkedIn – many leaders openly share a lot of great content and food-for-though; you’d be surprised how much you can learn from spending a few minutes each day engaging
  • Network there, too! This type of curiosity and awareness of what can be gained from these cross-industry discussions is shared and you may find some great new contacts (and insights) simply by reaching out and asking to chat

What would you add to this list? I’d love to hear from you!

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June 4, 2025 | 2 Mins Read

Ecolab’s Remote Service Strategy

June 4, 2025 | 2 Mins Read

Ecolab’s Remote Service Strategy

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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.

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June 2, 2025 | 5 Mins Read

How Alcon is Strategically Approaching AI in Field Service (and Beyond)

June 2, 2025 | 5 Mins Read

How Alcon is Strategically Approaching AI in Field Service (and Beyond)

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By Sarah Nicastro, Founder and Editor-in-Chief, Future of Field Service

In a recent podcast, Kenny Brown, the Senior Director of Global Surgical and Vision Care Franchise Business Technology at Alcon, shared the story of Alcon’s service overhaul. This journey was one that included the transition from viewing service as a cost-center to seeing its strategic value, an organizational restructuring to align to this new vision, global standardization centered around greater customer centricity, and the modernization of core technologies.

While Alcon’s achievements in this large-scale business transformation are impressive, the company’s journey is far from over. Like any organization with a mission to thrive in today’s world of nonstop change, Alcon is shifting gears to understand how best to navigate the next phases of digital transformation while maintaining its focus on customer experience and value. Kenny shares, “I’d love to say that the heavy lifting is behind us, but the next chapter is just going to be a different type of work than what we’ve done so far. As we move ahead, we rely on our three pillars to guide what we do: make the best products in the market, be the best service organization out there, and embrace cutting-edge digital innovation.”

4 Initial AI Use Cases to Level Up Service Innovation

Alcon’s next chapter centers around applying the power of AI to its successful service-centric business transformation. Kenny, who is leading Alcon’s GenAI Go-To-Market Strategy, is focusing first on practical use cases that demonstrate clear value to employees. The initial four areas Alcon is looking to leverage AI are:

  1. Creating Smarter Customer Interactions. “We are aiming to personalize that touch,” Kenny explains. “We have a lot of data around our customers; I think GenAI can really help us to put that data to work. We have on what customers need, what their previous experiences have been, and so on, and GenAI will allow employees to tailor recommendations, offer more engaging experiences, and more.”
  2. Moving Toward Proactive Service. “We don’t want to wait for a customer to call us and tell us their equipment is down,” says Kenny. “We know there’s an opportunity to look at issues before they pop up – to understand the trends that can create potential downtime. Sending data from our devices into a rules-based approach that feeds suggestions to the action takers, or even back into the equipment, can help us increase customer satisfaction.”
  3. Automating Routine Tasks. “I’m not sure if this is GenAI or just traditional AI, but by automating routine tasks we free up teams to focus on more complex and high-value work,” says Kenny. “The engineer's least favorite thing about their job is entering in information into the service management system; let’s automate that task for them.”
  4. Gaining Deeper Insights. “The fourth area is around using AI to create advanced analytics,” explains Kenny. “Using the intelligence to spot trends, optimize processes, and make smarter decisions as a business – faster.”

5 Areas of Focus for Effective AI Execution

To ensure Alcon achieves success in its incorporation of AI, Kenny is calling on his experience with the company’s global service transformation. Alcon has set its sights first on using GenAI within the business before taking it customer-facing. “The idea of our go-to-market at this point in time is for the enterprise; determining how we bring GenAI to life at Alcon,” says Kenny. “We have a lot of strong pilots and use cases that are already offering value. But, in a company of 25,000 people, we need to make sure the approach doesn’t feel fragmented.”

Here are Alcon’s five areas of focus for AI execution:

  1. Governance. “On the AI journey, I think you have to start with governance,” urges Kenny. “Building that framework of governance clearly defines who is responsible for what, and ensures efforts are safe, ethical and aligned to our values. We have a dedicated AI team to oversee this and ensure they are the center of any innovation, building that framework and those parameters around what we do and what we don’t do.”
  2. Start Small, Learn Fast. “We've had some pilot projects in very focused areas,” says Kenny. “We want to test those, learn from those, refine them, and build up scale from there. If we go tackle every single idea and problem that are out there, it won't build the experience enough to build advocacy and really get it going.”
  3. Value Tracking. “We must ensure we track each of these use cases in a way that we can monitor our return on investment,” explains Kenny. “This is important to build excitement with our leadership, to continue to get investment in this space, and ultimately to return the value back to our business.”
  4. Dedicated Ownership. In our podcast discussion, Kenny explained the creation of a role of an RPO (regional process owner) to own the transformation in each region of the business – he envisions something similar for AI. “We’re not there yet, but we could use the same RPO idea for GenAI,” says Kenny. “This helps to build the community of super users and create best practices in the regions.”  
  5. Strong Communication. “We need a robust communication plan with regular updates, giving people tips and tricks, sharing what's coming,” says Kenny. “It’s important to keep everyone informed and engaged in a creative way, but it can also be overwhelming. We need it to be useful and relevant; effective communication is a big lever for us to focus on as we continue this journey.”

On the topic of communication, I asked Kenny if they’ve experienced any fear from employees of AI taking their jobs and, if so, how they’ve managed that. He explained that he echoes the sentiment of the quote, “GenAI won’t take your job, but those who know how to use GenAI will.” He believes its important to help employees see how the use cases can help them, train them on new functionality being introduced, and be open in your communication. “We’ve begun to see the guard coming down by addressing concerns and introducing use cases relevant to their roles,” says Kenny. “When you make it applicable to their life, suddenly they’re like – ‘OK, I’m in. I want some of that!’”

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May 28, 2025 | 2 Mins Read

Alcon’s Service Overhaul – And What Comes Next

May 28, 2025 | 2 Mins Read

Alcon’s Service Overhaul – And What Comes Next

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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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May 21, 2025 | 1 Mins Read

The Stand Out 50 Leadership Awards Are Back for 2025

May 21, 2025 | 1 Mins Read

The Stand Out 50 Leadership Awards Are Back for 2025

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Episode 317

Want to celebrate and recognize the outstanding leaders shaping the future of service? In this episode of UNSCRIPTED, host Sarah Nicastro announces the return of the Future of Field Service Standout 50 Leadership Awards for 2025, highlighting what makes service leaders truly exceptional. From driving innovation and authentic leadership to flawless execution, learn how you can nominate inspiring individuals who are transforming the service landscape. Tune in to hear about the distinguished judging panel and important dates for this important opportunity to recognize service leaders.

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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May 14, 2025 | 2 Mins Read

From Combat Pilot to the Corporate World: How the Military Shaped My Leadership (& Considerations for Recruiting Military Talent)

May 14, 2025 | 2 Mins Read

From Combat Pilot to the Corporate World: How the Military Shaped My Leadership (& Considerations for Recruiting Military Talent)

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Episode 316

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Hallie Johnston, US Director of Equipment at Henry Schein, to explore how military experience shapes corporate leadership, the delicate balance of empathy and accountability, and proven strategies for recruiting and retaining veteran talent. Whether you're looking to enhance your leadership approach or build more effective veteran hiring programs, this conversation offers practical insights. Tune in to discover why professional candor, clear expectations, and authentic leadership are crucial for success in today's business landscape.

What You'll Learn:

  • How to balance empathy and accountability through clear expectation setting and consistent feedback
  • The "Initial Counseling" framework for establishing two-way leadership expectations and goals
  • Why professional candor and humility are essential for building trust and team effectiveness
  • How to structure successful veteran hiring programs using SkillBridge partnerships and mentorship
  • The importance of translating military experience into corporate value through manager education
  • How to create supportive environments for veterans through Employee Resource Groups and transition support
  • Why "leading from the front" and demonstrating willingness to work alongside teams drives success
  • How to have difficult conversations professionally while maintaining team relationships and trust
  • The value of continuous recognition and celebration in building team morale and engagement
  • Why military talent brings unique perspectives and soft skills that enhance corporate leadership

About the Guest(s)

Hallie Johnston is the US Director of Equipment at Henry Schein, where she oversees full US dental operations and equipment business. A West Point graduate and former Army aviation officer and combat helicopter pilot, Johnston brings unique military leadership experience to the corporate world. Her transition from military service through roles at JPMorgan to her current position at Henry Schein exemplifies the valuable skills veterans bring to business leadership. In this episode, Johnston shares insights on military-informed leadership principles, including the importance of clear expectation setting, professional candor, and leading from the front. As an executive sponsor for Henry Schein's veterans employee resource group, she offers valuable perspectives on successfully integrating military talent into corporate environments and creating supportive transition pathways for veterans entering the civilian workforce. Her combination of military expertise and corporate leadership experience makes this conversation particularly relevant for service organizations looking to strengthen their leadership approaches and veteran recruitment strategies.

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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May 12, 2025 | 4 Mins Read

Mental Health Matters: Resources to Support Wellbeing at Work

May 12, 2025 | 4 Mins Read

Mental Health Matters: Resources to Support Wellbeing at Work

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By Sarah Nicastro, Creator, Future of Field Service

May is Mental Health Awareness Month in the United States, and the focus may be more important now than ever. At Future of Field Service and the UNSCRIPTED podcast, we try to ensure that mental health and wellbeing are topics represented in our discussions often, not only in a certain month – but I will never pass up an opportunity to call attention to stories and resources that can help reduce stigma and improve awareness and understanding.

For 2025, Mental Health America is using the theme "Turn Awareness into Action" and the National Alliance on Mental Illness (NAMI) is focusing on the theme "In Every Story, There's Strength" (personally, I agree and I love that one). In the spirit of sharing powerful stories and helping to not only create better awareness, but inspire action, here is a compilation of some of conversations and resources I’d urge you to check out during this month of focus:

Smashing Stigma Around Mental Health & Prioritizing Well-Being at Work

In this podcast, Rob Stephenson, TEDx Speaker, Mental Health Campaigner, Keynote Speaker, CEO of FormScore®, and Founder of the InsideOut LeaderBoard® shares his motivation for evangelizing mental well-being and gives advice on how companies can make progress in normalizing mental health topics and promoting well-being at work.

Rob is deeply committed to mental health awareness and actively participates in efforts to eliminate the stigma surrounding mental ill-health in the workplace. He has managed bipolar disorder throughout his personal and professional life and shares his experiences and strategies for change through public speaking engagements.

Be sure to check out the work he does with FormScore and the InsideOut LeaderBoard as well!

Building Mental Strength as a Leader

Scott Mautz, author of The Mentally Strong Leader, is a former Procter & Gamble executive who successfully ran four of the company’s largest multi-billion dollar businesses. He has been named a "CEO thought-leader" by The Chief Executives Guild and a "Top 50 Leadership Innovator" by Inc.com.

In this podcast discussion, Scott shares his strategies for building mental strength and overcoming challenges as a leader. He also explores topics such as self-regulation, the "static trap," self-doubt, imposter syndrome, navigating stress, as well as the importance of creating habits that support mental strength, providing tools and frameworks for building resilience.

Tetra Pak’s Proven Ways of Supporting Field Force Wellbeing

While looking beyond just mental health, this podcast about the steps Tetra Pak has taken to support field force wellbeing touches on many important points, including the message of “it’s OK to not be OK.” Marco Hugo Guiterrez, VP of Customer Service Operations, EMEA at Tetra Pak, shares a detailed look at what the company has done to put more emphasis on employee engagement and promote and maximize field force wellbeing.

8 Facts About Mental Health at Work to Expand Awareness and Prompt Action

When Darcy Gruttadaro, former Director of the Center for Workplace Mental Health, part of the APA Foundation, and now Chief Innovation Officer at NAMI joined our podcast for an episode on six ways to address employee burnout, we had more than we could squeeze into one discussion. As a result, I wrote this article on eight facts around mental health that I feel we all need to better understand and urge action on.

Learn more about the resources that both the Center for Workplace Mental Health and NAMI provide.

Destigmatizing, Normalizing and Prioritizing Mental Health in the Workplace

When I recorded a podcast with Johnny Crowder, suicide/abuse survivor, TEDx speaker, touring musician, mental health and sobriety advocate, and the Founder & CEO of Cope Notes, a text-based mental health platform that provides daily support to users in nearly 100 countries across the globe, I was in awe of him. Listen as we discuss the criticality of prioritizing mental health in the workplace, and also be sure to learn more about Cope Notes.

Putting Focus on Employee Mental Health

I shared on LinkedIn how sad I was to learn that Jordan Argiriou, former Director, Service Solutions APEC at QIAGEN had passed away. I will always remember when I asked him (a burly, Australian man) what he’d like to talk about in a podcast and he responded with “mental health” how surprised I was! It was a topic that was very important to him, and his advice in this podcast centers around normalizing the conversations, leading by example, and creating relationships that give people a safe place to share. Wise words from a wonderful man.

Making Mental Health a Focus in Service Leadership

This podcast is an oldie but goodie from an incredible woman, Linda Tucci. Recorded in the midst of Covid when Linda was service as the Global Sr. Director of the Technical Solutions Center at Ortho Clinical Diagnostics, we talk about why it is critical to make mental health a priority in service leadership and how she’s done so, for herself and her team.

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May 7, 2025 | 1 Mins Read

Lead Yourself First: Exploring the Link Between Self-Care and Service Excellence 

May 7, 2025 | 1 Mins Read

Lead Yourself First: Exploring the Link Between Self-Care and Service Excellence 

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Episode 315

In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Laurie Battaglia, CEO of Aligned at Work, to explore how service leaders can thrive amid constant disruption and change. Recorded live at Field Service Palm Springs 2025, they dive into three essential success patterns: controlled urgency, dual focus strategy, and the tech-human balance framework. Whether you're battling burnout, struggling with work-life balance, or seeking ways to lead more effectively in today's fast-paced environment, this conversation offers practical insights on putting yourself first to better serve your team and organization. 

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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