Dear PACE Members,

When Elvis’ “A Little Less Conversation” was released in 1968 (for the film Live A Little, Love a Little), it was a minor hit in the US. The song was remixed for a Nike ad in 2002 and subsequently spent four weeks at the top of the charts. Whether you love ‘em or hate ‘em, remixes have transformed many songs from ho-hum to No. 1. Brittney, Whitney, Gaga and Mariah have been remixed, as have The Beatles, The Doors, The Police and The Rolling Stones among countless others.

Today the term “remix” has come to mean more than merely a new spin on an old song with art, movies and soft drinks (Coca-Cola released Sprite Remix in 2003) all being reimagined. It could be argued our very lives have been remixed in the wake of Covid 19, from how we work and parent, to ways we connect, coexist and cooperate.

PACE is no exception. In December I wrote a blog entitled “The Problem with PACE” where I argued the biggest challenge to the organization was the fact that people didn’t realize the value, expertise and knowledge it brings to the industry. Since then, a dedicated group of Board of Director volunteers has worked to change that in several exciting ways:

Remixed Team
We added to the PACE management team Marnie Valliere, Director of Strategic Programs; Craig Sell, Director of Association Development; and Sage Johnson, Director of Member Communications. These three positions are working closely with PACE staff veterans Susan Burt, Director of Finance and Business Administration and Kayci Vincent, Director of Conventions and Special Events. Together with the Board of Directors, we are focused on strategy and initiatives to ensure PACE remains relevant in our evolving global market.

Remixed Brand
In March, PACE acquired ICSA (International Customer Service Association) and the “National Customer Service Week” brand, which provides an expanded forum to provide CX professionals resources, support and expertise.

Remixed Events
In June, board and staff were faced with the challenge of hosting PACE events in the midst of a global pandemic. Together we decided to transition our Annual Convention and Expo (ACX), the Washington Summit and the CX Summit into ACX-Virtual REMIX held during Customer Service Week, October 5-8.

The online event is a classic remix in that it combines the best of the original events with exciting new ways to engage and connect. Attendees will enjoy quality educational and networking opportunities with no travel expenses, while sponsors will be visible to a larger audience.

Join the Remix
As I did in my December blog, I thank you for being a #ProudPACE Member (don’t forget to keep sharing your stories and the hashtag!) and invite you not only to join us for ACX-Virtual: REMIX October 5-8, but also share your feedback with us. The board and staff are committed to the success of PACE and sincerely welcome your thoughts on how we can continue to support you and your business and help you grow professionally. We look forward to sharing more event details with you soon and invite you to join us as we REMIX, combining the best of the past with the promise of the future.


Christa Heibel, PACE Vice-Chair