Keynote

When was the last time you put your heart into your service delivery? Maybe you bent the rules just enough not to break one, but enough to put your heart into delivering exceptional service that went above and beyond the call of duty. Real World Story: A colleague...

As we look back to a year of loss, anxiety and hardship, it’s difficult to imagine any benefit to the COVID-19 pandemic. However, one positive outcome is how organizations got proactive in their customer service efforts. For many, the continued existence of their...

In any business, especially in the field of healthcare, how you communicate with customers or patients is vital. Not communicating effectively can literally kill your customer service efforts—and your reputation. A colleague recently shared the following story. Real...