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Mission Statement PACE is the Professional Association for Customer Engagement. 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. While our Association was founded on contact center operations, technology that fuels these centers and businesses that use these services, we recognize that the digital transformation has forever changed the way in which our member companies engage their customers. We are passionate about growing businesses by improving the customer experience at the point of engagement. PACE has identified 6 mega-trends that have continued to shape our industry landscape: 1) maturing technology, 2) global customer engagement, 3) multi-channel strategies, 4) consumer privacy and protection, 5) mobile integration, and 6) big data/analytics. When we made the decision to change our name and ultimately our identity from the ATA (American Teleservices Association) to PACE in 2012, it was not because our association model was changing, but rather the industry paradigm was shifting. We realized that we needed to grow and expand our outreach to our membership as they needed to grow and expand their outreach with their consumers. Today, PACE is the largest association in the world, leading and providing solutions around multi-channel customer engagement strategies with respect to marketing, customer service and compliance. 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. A core mission of PACE is dedicated to proactively balancing industry best practices with current regulatory concerns around engaging customers. PACE is the only Association that has a complete Regulatory Guide that has become the industry standard when you want to know about Federal and State regulations. Our mission is as follows: We will enhance the ability of our members to provide outstanding customer engagement solutions in global multi-channel contact center environments through: • Contact center advocacy From our National Convention and Washington Leadership Summit, Compliance Master Series seminars, to our 12 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.
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