Episode 354
In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Matt Tice, Vice President of Global Services at QuidelOrtho, to explore what’s gone into transforming service from an afterthought into a strategic business differentiator. Drawing on nearly two decades with the same organization, through multiple transformations, an IPO, and acquisition, Matt shares the six keys that enabled him to elevate service across the executive leadership team, embed it into customer strategy, and build a workforce equipped to deliver exceptional experiences.
What You'll Learn
This episode breaks down how QuidelOrtho turned service into a true commercial differentiator and earned enterprise wide buy in. You will learn:
- How to position service as the retention engine that strengthens customer loyalty and repurchase rates
- Practical ways to break down silos and earn a seat at the table across commercial and cross functional leadership
- How to avoid getting pulled into daily firefighting so you can invest time in relationship building and influence
- How to secure executive leadership support using strong storytelling backed by robust data and benchmarking
- Why lifetime customer value can be a more effective investment lens than revenue or EBITDA alone for service initiatives
- How to build a customer led service strategy by translating customer priorities into measurable outcomes
- How to use KPIs for continuous improvement by challenging “green” metrics and refining targets that no longer drive change
- How to shift customer feedback beyond high level NPS into more actionable signals like customer effort and satisfaction
- How workforce expectations are changing and what that means for flexibility, career progression, and apprenticeship models
- Where AI can help most by automating transactional work so teams can focus on relationships and customer experience
About the Guest(s)
Matt Tice is Vice President of Global Services at QuidelOrtho, where he leads global service strategy and execution across a complex diagnostics portfolio.
Matt has spent nearly two decades with the organization through multiple transformations, including a carve out from Johnson and Johnson, private equity ownership, the pandemic, an IPO, and the acquisition by Quidel that formed QuidelOrtho. He also spent time in finance after earning his MBA, which shaped how he builds executive alignment around service investments using data, storytelling, and commercial context.
QuidelOrtho designs and supports diagnostic analyzers and tests across healthcare, including solutions used for disease and cancer testing, respiratory diagnostics, and over the counter COVID testing.
Follow Along
- Service as the retention engine and how to earn “we’re all in service” buy in - 00:04:55 to 00:07:09
- Stop firefighting and create intentional space for relationship building - 00:09:31 to 00:12:31
- How to win ELT support with storytelling, benchmarking, and lifetime customer value - 00:13:07 to 00:18:32
- Building a customer led strategy and turning customer priorities into a scorecard - 00:19:03 to 00:20:54
- KPI discipline for continuous improvement and why “green” metrics still need scrutiny - 00:21:47 to 00:30:27
- Workforce shifts and AI as an enabler: automate the transactional to elevate the relational - 00:31:57 to 00:39:50
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