International Customer Service Association

January 23, 2014:


The International Customer Services Association (ICSA) and the Professional Association for Customer Engagement (PACE) are Joining Forces!



We are pleased to announce that effective immediately, the International Customer Service Association (ICSA) will be merging with the Professional Association for Customer Engagement (PACE).

This is very exciting event for both organizations, especially our members, as well as both Boards of Directors and management staffs.  Our greatest assets have always been our professional networks of members, and by joining forces we have just made a huge increase in the quality and size of that asset.

“Since its inception in 1981, the ICSA has existed to provide its members with professional development, recognition, and growth. Our signature program, ICSA Professional Certification has had a positive impact on countless service professionals.  National Customer Service Week, launched by the ICSA in 1984, has grown to become a celebration of service for businesses and organizations around the world.  Coming together with PACE enables us to significantly expand both of these programs while adding substantial new benefits for our members.” stated Bill Gessert, ICSA President.

We are embracing a greater association with enhanced experience and expertise. This merger creates a more comprehensive array of member benefits including an extensive customer service platform, a best in class industry network of professionals and expanded educational and advocacy programs that will help our members drive the best possible customer experience and manage the complexities of executing customer engagement strategies.

This is a merger of two highly compatible associations.  Our associations have worked together frequently in the past, and we are longtime personal friends. We hold similar values and philosophies on doing business: producing excellent programming and information for our members, an emphasis on honesty and integrity, and the importance of having a positive impact to the Customer Experience industry.

Though we will now operate as one organization—PACE—you can rely on the same personal working relationships that you have had in the past. You will still be dealing with the same people, and you can depend on the same quality of work.  In early January, in addition to our Staten Island, NY headquarters, we will be adding another association headquarters in Indianapolis, IN.

Please visit the PACE website HERE.  And join us as we look forward to an exciting and prosperous future for our members, industry, and the customers we serve!

Do you have questions regarding all of this? 

Just click here for the official FAQ Document!

Some of our members