Creating a Sustainable Culture of Service Excellence

Denver, CO | July 29, 2024 8:30 am MT - July 30, 2024 5:00 pm MT

Registrant Access Only

This training will not be available asynchronously.

Creating a Sustainable Culture of Service Excellence

Denver, CO | July 29, 2024 8:30 am MT - July 30, 2024 5:00 pm MT

Create an enduring culture of service excellence on your campus that will transform the student and employee experience.


Many institutions seek to enhance service excellence on campus as a means of improving student and employee retention, however creating a sustained culture change in any setting can be challenging. This conference is designed to review the principles of service excellence and provide you with tools and strategies for making lasting long-term change on your campus or in your unit. You will also spend time individually with subject matter experts to discuss and strategize your specific needs, and to plan for implementation. 

Who should attend?

This conference is designed for service excellence champions, leaders, and decision-makers who have been charged with transforming culture within their department, division, or institution.


Day One | July 29, 2024
Check-in and Breakfast
8:30 – 9:00 a.m.



Welcome and Introductions
9:00 – 9:45 a.m.



Activity: Your Institution’s Service Excellence Wins and Challenges
9:45 – 10:45 a.m.



10:45 – 11:00 a.m.



The State of Service Excellence in Higher Education
11:00 a.m. – 12:00 p.m.
Hear about the latest trends and research in service excellence that will help to frame the conference.



12:00 – 1:00 p.m.



Service Excellence Case Study
1:00 – 2:30 p.m.
Michigan Technological University: Learn about MTU’s Service Excellence Initiative, how it began, and get specific examples of how it has endured.



2:30 – 2:45 p.m.



Service Design w/Activity
2:45 – 4:00 p.m.
Learn about frameworks for service design and delivery, and engage in practical applications for your institution.



Your Pressing Questions
4:00 – 4:30 p.m.
Dedicated time for Q&A with our Subject Matter Experts.



4:30 – 5:30 p.m.
End the day by mixing and mingling with your peers and facilitators!



Day Two | July 30, 2024


8:30 – 9:00 a.m.



Practical Tools for Service Blueprinting
9:00 – 10:30 a.m.
Learn about various tools used in service blueprinting (servicescape audits, customer actions, employee and technology actions, backstage actions) that can help you to enhance service excellence on your campus.



10:30 – 10:45 a.m.



Campus Audit Activity
10:45 a.m. – 12:00 p.m.
Examine Your Service Culture: Prior to attending the conference, we will provide you with an easy-to-use service audit to help you identify your current baseline for service. During this session, use your audit and our subject matter experts to identify which tools will be most impactful in the development of service excellence initiatives in your area.



12:00 – 1:00 p.m.



Customer Mapping
1:00 – 2:30 p.m.
Learn how this important tool to track your customer’s journey can be crucial in assessing wins and pain points in service delivery on your campus.



2:30 – 2:45 p.m.



Takeaway Toolbox
2:45 – 3:30 p.m.
Review the important tools that you have gained to build, assess, and sustain your service excellence initiative.



Individual Time with Facilitators and Action Steps
3:30 – 4:30 p.m.
Spend time with the conference subject matter experts to discuss your questions, action steps, and necessary follow-up.



Conference Close
4:30 – 5:00 p.m.

Save on In-Person Conference Registrations

Attend any three in-person conferences for $5,000 for Members ($5,500 for Non-Members) – or $1,667 dollars per registration for Members ($1,833 for Non-Members) – with a Conference 3-Pack. There’s no one way to use your 3-Pack!

  • Send 3 people to the same conference
  • Send 3 individuals to different conferences
  • Experience 3 different conferences yourself

Learn More


The training will be conducted in person at Academic Impressions’ Denver-based office at:

5299 DTC Blvd, Suite 1400, Greenwood Village, CO 80111


Nearby hotel suggestions:

Hyatt Place Denver Tech Center – 3-star hotel

8300 E Crescent Pkwy, Greenwood Village, CO 80111
Distance from office: 0.5 miles if driving, 0.3 miles if walking

A room rate of $154/night is available if you book your room using this link.

This reduced rate and room availability are subject to general hotel availability and not guaranteed. So, we recommend booking as soon as possible!


Denver Marriott Tech Center – 4-star hotel

4900 S Syracuse St, Denver, CO 80237
Distance from office: 0.9-1.2 miles, depending on route

A 10% discount is available if you book your room using this link.

This discount is subject to general hotel availability and not guaranteed. So, we recommend booking as soon as possible!


Hyatt Regency Denver Tech Center – 4-star hotel

7800 E Tufts Ave, Denver, CO 80237
Distance from office: 1.1 miles


“I liked that it focused on university customer service. We’ve received so many retail type training sessions from our Enrollment Management and Student Services Office that isn’t’ really applicable to our normal everyday interactions.”


“I liked that the training was specific to higher ed and that all presenters were very knowledgeable in this area.”


“The facilitators were excellent. They managed to keep a very large group engaged and on topic. They were skilled at bringing discussion back to the topic at hand when things got off.”