Latest News

April 2017

Welcome to the ICSA, we hope your year is off to a great start and with spring just around the corner we hope new and better things are happening for you!  Here are just a few new things from the ICSA…

ICSA & Let’s Grow Leaders Join Forces ICSALGL

The ICSA and Let’s Grow Leaders have combined forces to introduce an all new professional development program for directors, managers, team leaders…anyone who has people reporting to them.  For more information about this outstanding, self-paced professional development program, just click this link – Results That Last! – 7 Roles Every Leader Must Master

National Customer Service Week – 2017

National Customer Service Week was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992. National Customer Service Week is celebrated annually during the first full week of October, with this year’s festivities taking place October 2nd through the 6th.

This year’s Official Theme is “Making a Difference. Every Day, Every Customer!”

To immediately receive your PDF of the History of National Customer Service Week including a copy of the Original Presidential Proclamation, just register on the ICSA website by clicking on this link: Presidential Proclamation. Or, if you prefer, send an email to providing your name, email, and company name, and we will send you a copy of the Proclamation via email.

The ICSA Announces the First 2 Members of its Advisory Council!

All new in 2016, the ICSA has introduced its first ever Advisory Council.  “We’re excited about the concept as it will provide ICSA leadership with the opportunity to connect with some of the giants in the customer experience/service industry to seek their thoughts and ideas regarding the strategic direction of the organization,” said ICSA President Bill Gessert.

Here are profiles of Shep Hyken, and Karin Hurt, the first two members of the ICSA Advisory Council!

shep-hyken2-lgShep Hyken is currently ranked as the #1 Most Influential Person in the Customer Experience Industry!  Shep is a world renowned speaker and New York Times Best Selling Author. Just a few of his clients include: American Airlines, AAA, Anheuser-Bush, AT&T, AENTA, Abbot Labs, American Express – and that’s just a few of the A’s!

Shep has been a long-time friend of the ICSA and was the ICSA Keynote Speaker at the Annual ICSA Conference in 2013!  Shep is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which was also recognized as a New York Times bestseller, and, his latest book, Amaze Every Customer Every Time.

He is also the creator of The Customer Focus program which helps clients develop a customer service culture and loyalty mindset.

KarinAlso joining the ICSA Advisory Council is Karin Hurt, CEO of Let’s Grow Leaders!  As a keynote speaker, leadership consultant, and MBA professor, Karin helps leaders improve business results by building deeper trust and connection with their teams. A former Verizon Wireless executive, she has over two decades of experience in sales, marketing, customer service, and human resources.

A few highlights from her time at Verizon include: developing a 2200 person sales team that led the nation in store sales to the small and medium business space and transforming customer service outsourcing (10,000 people across 27 centers) to achieve parity with internal centers by building strong cultures that deliver positive customer experiences.

Recently, Karin was recognized on Inc’s list of 100 Great Leadership Speakers For Your Next Conference, American Management Association’s 2015 Leaders to Watch, and one of the top 100 thought leaders in Trusted Business Behavior by Trust Across America.