For service leaders, understanding the perspectives of frontline teams is critical to improving all areas of the business. But knowing what questions to ask and how to act on that feedback can be challenging, especially across complex, global organizations.
Harold Heald, Associate Vice President, AFO Service Contact Centers for Agilent Technologies joins us on the next episode of the inService™ Podcast Live to discuss his organization’s journey capturing and utilizing the “voice of” the personas involved in the service experience. He will share how they have used it to support leadership decisions, technology investments, AI adoption, and staffing strategies across global service operations. Tune in to explore practical strategies for translating the voice of the frontline into targeted priorities, meaningful actions, fostering engagement, and balancing compliance with valuable innovation in complex service environments.
Harold Heald leads the Americas Service Contact Centers for Agilent Technologies. Harold started in service as a Field Service Engineer with Dako, later acquired by Agilent. He went on to service as Regional Manager of the Americas for the Diagnostic Service team, and later as the Global Associate VP for the Biomolecular Service Organization helping to integrate several recent acquisitions. He completed Agilent’s Executive Leadership program in 2017. Harold served 10 years in the United States Marine Corps, working in Personnel Administration and as an Aviation Electrician, during that time he spent five years volunteering with the Young Marines of the Marine Corps League. Harold has a master’s in project management and recently earned his PMP certification.
