The 2016 PACE (Professional Association for Customer Engagement) National Convention (took place last week, from April 3-6, at the Rosen Shingle Creek Hotel & Convention Center in Orlando, Florida. The theme for this year’s convention was “Leading Customer Engagement – Their Channel, Their Terms, Done Right.” The agenda followed suit with 3 educational and informational tracks; operations management and customer engagement, technology and compliance.
Each day of the conference featured informative Keynote addresses, the first by Harris Rosen, founder and president of the award- winning Rosen Hotels and Resorts. Mr. Rosen gave attendees a great inside look and heartfelt talk about his approach to achieving an extraordinary experience for his customers and employee “associates”, including his and his associates’ commitment to giving back and making significant impacts in the communities they live and work.
The day 2 keynote featured Skylar Jackson, Vice President Customer Engagement for Comcast. As a significant part of the Comcast Customer Experience Team, Ms. Jackson took the PACE group through an interesting behind the scenes look at how Comcast and their related brands have been transforming their customers’ experience beyond that of a cable provider and into a “lifestyle brand”, using all media, advertising and communications channels, including their approach and delivery of customer service, to achieve that shift.
Of course, the PACE Convention was not without its opportunities to let loose, have fun and give back (through its “Call Centers CARE” initiative) with fellow customer engagement colleagues at the conclusion of each day.
Night one featured a well attended welcome reception poolside on a picture perfect evening capped by a beautiful fireworks display. The band Cheap Trick was even in the house and delivered a great private performance that evening thanks to Papa Johns founder, John Schnatter, who sponsored the concert. Nights 2 and 3 included a Monte Carlo themed Casino Night and a casual final night social.
Call Centers CARE is PACE’s philanthropic initiative, where PACE members come together to make a difference in their local communities. This year, our membership spent any extra day in Orlando helping Give Kids the World Village, a 79-acre, nonprofit “storybook” resort that treats children and their families who are dealing with life-threatening illnesses to weeklong, cost-free fantasy vacations. A fantastic organization!
PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and business to consumer. These channels include contact centers, email, chat, social media, web and text. Our membership is made up of Fortune 500 companies, contact centers, BPO’S, economic development organizations and technology suppliers that enable companies to contact or enhance contact with their customers. We have global membership with many international associations and companies that allow our members to view and connect with what is happening with customer engagement strategies around the world.
From our National Convention & Expo and Washington Summit, webinars and seminars, to our six Regional Chapters that hold events around the country, PACE provides you with the tools and opportunities to become involved and stay involved with amazing networking opportunities. Simply put, our members work with other members.