Because student and employee engagement and retention are top priorities for colleges and universities, campus leaders are looking for solutions that will make a positive impact. Enhancing customer service for these critical populations is what many institutions are leaning into—not as a quick fix, but as a way to meaningfully change the culture around service excellence.

Watch an online series on important topics around enhancing customer service in higher education. You’ll hear more about relevant issues, common challenges, and ways to make sustainable change through service excellence.

Each session was facilitated by Dr. Heath Boice-Pardee, Head of Practice for Service Excellence at Academic Impressions, who has worked with hundreds of campus leaders around the world to enhance customer service.

The series consisted of three one-hour discussions. Each session focused on a specific topic related to the broader theme of enhancing customer service in higher education. 

You may choose to watch some or all of these sessions. To get the most out of the series, we encourage you to watch all three; however, if you can only watch one or two, you will still benefit from the information and collective dialogue involved.

Dr. Heath Boice-Pardee worked as an administrator in higher education for 30 years in a variety of roles including Assistant Dean at Rutgers University, Associate Vice President for Student Affairs and Interim Senior Vice President for Student Affairs at Rochester Institute of Technology (RIT). Additionally, he teaches in the School for Individualized Studies at RIT and developed a higher education administration Master’s concentration in service excellence and the student experience. Given his passion for the topic, he joined Academic Impressions as their first Head of Practice for Service Excellence in higher education in 2023.