2013 PACE Annual Convention and Expo a Resounding Success

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Attendees experienced a world class convention, filled with an amazing line-up of speakers, exciting networking opportunities and memorable evening festivities.

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The Professional Association for Customer Engagement’s (PACE) 2013 Annual Convention and Expo themed, “Driving Solutions for Today’s Customer Interactions” was held March 10th – 13th at the magnificent Westin Kierland Resort in Scottsdale, AZ.

“With the ever-growing volume of customer interactions and transactions, and proliferation of communication channels, companies have more contact with customers than ever before. It can be difficult to leverage the opportunities and mitigate the risks inherent in these contacts,” stated PACE CEO, Phil Grudzinski. “To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. This year’s Convention was designed to provide business value by focusing on solutions that drive business.”

TV personality, Michael Burger kicked-off the Convention on Monday morning. Michael is probably best known for invading your home - via your television. Michael was the host of the syndicated Match Game, as well as the co-host of ABC's Mike and Maty, and Home and Family. Michael is currently working on the set of TV Land’s Hot in Cleveland with the popular icon, Betty White. Michael is a consultant with Ross Shafer Consultants, Inc. In his energizing keynote on Monday, March 11th, Michael illustrated how his broadcast background has given him an astute sense for how cultural shifts change buying habits and how "Urgency is the New Customer Service".

Additionally, the exciting line-up of break-out speakers and panelists provided case studies, research, lessons learned from industry experts, analytics, and technology solutions as the basis of their content. Presenters highlighted the successes and challenges of their organizations and clients such as: TXU Energy, West Business Solutions, PossibleNOW and CompliancePoint, HomeServe USA, Ballard Spahr and many others.

Attendees had numerous opportunities to network at the Convention in the newly designed Expo Hall. Back by popular demand, the VIP Gala was held on Monday evening. Attendees were able to take advantage of the beautiful Arizona weather as they enjoyed “An Evening Under the Stars”. Tuesday evening allowed participants a chance to kick up their heels and try some karaoke at Club PACE.

The convention concluded on Wednesday morning with the participation in its philanthropic initiative, Call Centers CARE, at Sojourner House. Since 1977, Sojourner House has provided shelter and support services to tens of thousands of women and children affected by domestic violence. Over 30 people participated in this important event.

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