Exceeding Customer Expectations — One Experience at a Time℠
SCORE Conference 2017

Symposium for Customer Operations & Relationships Exposition
November 1-2, 2017
Seaport Hotel & World Trade Center | Boston, MA

Don't miss the NorthFace
ScoreBoard℠ and CEMPRO℠ Awards Dinner

See the winners list and photos from this year's awards

Thursday, November 2, 2017
7:15 p.m. – 9:15 p.m.

Customers—not products or services—are the source of all revenue and profits. SCORE Conference 2017 is focused exclusively on how companies can make a Customer Experience Management (CEM) strategy part of their corporate DNA to lock in profitable, long-term customer loyalty.

Learn from the CRM industry pioneers how to develop a CEM strategy that will leverage your CRM investments. Best-in-class industry leaders will present new and transformative concepts for customer satisfaction, employee engagement, customer retention and loyalty—and demonstrate how all are linked to increasing revenues and profits. Skill-building sessions will promote excellence in developing world-class CEM strategies that will drive your company’s bottom-line.

View the SCORE 2016 highlights and past speakers. And, download the SCORE 2017 agenda.


Conference presentations available below to CRMI members.
Not a member? Register here. It's free.

Nov 1, 2017
1:00PM - 1:55PM The Playbook Strategy – Bill Moore, VP, CX Strategy (CRMI)

  • 12 Key Components to Building a Successful CX Strategy

2:00PM - 2:55PM Focusing on Contact Centers to Drive Customer Loyalty – Colin Taylor, Principal (The Taylor Reach Group)
  • Learn industry-proven strategies of how to use your contact center as a focal point in driving superior customer experiences.
3:00PM - 3:55PM Branding/Benchmarking Your CX Strategy – Bill Bradley, VP, CX Branding (CRMI)
  • Learn how to include in your corporate marketing campaign the success from your CX Strategy including CSAT Annual Report, CSAT Awards, CSAT Report Card, CX Webcast, VoC Video, Podcast, customer testimonials and other marketing vehicles.
  • Learn the various industry benchmark metrics including NPS, NorthFace ScoreBoard Index, America Customer Satisfaction Index and other benchmarking techniques.
4:00PM - 4:55PM Analytics for Best in Class Customer Experience – Duncan Heal, President (Marketii USA Inc.)
  • The presentation will illustrate how to take the customer experiences of your services and support along with internal KPIs and turn these into staged analysis that will help drive your organization to increase customer loyalty and improve operational effectiveness.
5:15PM - 7:15PM Birds of a Feather Networking Reception

Special book signing with Barton Goldenberg, President, ISM author of “The Definitive Guide to Social CRM”.

Nov 2, 2017
7:30AM - 8:15AM Breakfast Sponsor Exhibits
8:30AM - 9:20AM KEYNOTE: Driving the Customer Experience through Omni-Channels
Speaker: Barton Goldenberg, president, ISM

Thought leader Barton Goldenberg will focus on customer experience through four channels: traditional media, social media, eCommerce, and Emerging Technology. He’ll share case studies that illustrate why it’s critical that these channels integrate with each other to ensure an outstanding customer experience. Driving customer experience through omni-channel interactions is the new gateway to greater customer satisfaction, loyalty, and advocacy for your brand. You won’t want to miss this keynote!

Industry leading CX Technology vendors share the strategies behind their clients’ customer experience successes.
9:30AM - 10:15AM CX Playbook Technology CASE Study #1: Speech Analytics Drives Efficiency, Compliance, Sales and “Ridiculously Nice” Corporate Values for Americollect
Speaker: Brian LaRoche, Director, Account Based Marketing, CallMiner

Speech analytics has the power to drive dramatic contact center improvements and reinforce corporate values and messaging. Learn how Americollect used speech analytics to drive meaningful and sustained improvements in the contact center while strengthening corporate values across its entire organization.

And, find out how you can adapt Americollect’s approach to:

  • Create agent performance scorecards that reinforce corporate values and reward correct agent behaviors
  • Build a Client Intelligence Feedback System to share with customers
  • Develop impactful and informative executive summary reporting
  • Improve customer experience and satisfaction
10:20AM - 11:05AM CX Playbook Technology Overview
Speakers: Bill Moore, VP, CX Strategy, and Bill Bradley, VP, CX Branding, CRMI

A review of the top critical CX technologies that CX leaders are implementing and where they align with specific elements of a CX strategy.

11:10AM - 12:00PM CX Playbook Technology - Using Augmented Reality to Drive CX
Speaker: Evans A. Manolis, VP Sales, Help Lightning

Augmented reality isn’t just for gamers and marketers. Hear how companies are using augmented reality to improve the customer experience, especially in their field service organizations. Evans Manolis will share examples of how business are reducing their service organization’s costs, increasing first-time fix rates, improving mean time to resolution, maximizing product up-time, and most important, enhancing the overall customer experience.

12:00PM - 1:30PM Networking Lunch and Sponsor Exhibits
1:30PM - 2:15PM KEYNOTE: You Can't Have Great CX Without Great Employee Experience
Speaker: Megan Burns, founder and chief analyst, Experience Enterprises

There’s an ongoing debate in CX over who companies should put first: customers or employees. But it's not an either-or proposition. Employee experience (EX) is just as, if not more, important than customer experience (CX) to the long-term health of a business.

In this keynote session, CX expert and former Forrester VP Megan Burns will explain the difference between experience and engagement, and how changing the former helps boost the latter. You’ll come away with data and real-world examples that connect the dots between EX and areas such as empathy, customer-centricity, collaboration, and customer loyalty. And, you’ll get expert advice on deciding when it's best to put employee needs ahead of customer needs, and why.

2:20PM - 3:05PM CX Playbook Strategy CASE Study #1: Managing the Customer Experience (No conference presentation PDF available)
Speaker: John Cockerill, President, Taylor Reach Group

“Random acts of customer delight” are not the makings of a sustainable customer-centric approach to business. It’s essential to craft a plan to manage and maintain your organization's customer experience strategy. Learn how several companies are doing just that in this insightful presentation.

3:10PM - 3:55PM CX Playbook Strategy CASE Study #2: CX That Turns Customers to Advocates (No conference presentation PDF available)

What does it take to deliver an outstanding customer experience? One so compelling that it’s not only delighting customers, but also positively impacting the bottom line? Executives from Hologic, KVH, and Netscout will share the secrets of their successful CX strategy, and how they use customer experience to gain a competitive edge, as well as increase customer retention and growth.

4:00PM - 4:45PM CX Playbook Strategy CASE Study #3: Customer Service Is at the Heart of CX
Speaker: Brian Daniell, SVP, Customer Care, Deltek Inc.
Speaker: Rob McCabe, VP, Global Tech Support, CA Technologies

A successful CX strategy needs to be pervasive, embedded in every part of a company. Often, the heart of a company’s CX strategy beats in the customer care organization. Executives from CA Technologies and Deltek reveal how their service teams inspire customer centricity throughout their organization.

5:15PM - 6:45PM Cocktails and Sponsor Exhibits
OPTIONAL   $249 7:00PM - 9:15PM NorthFace ScoreBoard Award Dinner
Ginger Conlon
Chief Editor, Customer Alchemy
View from the Top – Making CX Part of Your Company’s DNA

Awarding-winning editor and CX industry watcher Ginger Conlon will discuss why it's essential to move customer experience from "initiative" to integral, and will share several stories of companies putting customer centricity at the core of their operations.

Download a PDF of the SCORE 2017 agenda.


Corey E. Thomas
President & CEO

Patricia Cotter
Speaker, Instructor, Consultant, Former President,
Netezza LLC

Erin McMillan
VP, Customer Operations
Cox Automotive Media Group

Mike McKee
Senior VP, Services and Customer Success

Art Papas
Founder & CEO

Terry Leahy
President & CEO

Fernando Bonaventura
Global SPARC Technology Service Center Director

Robert McCabe Jr.
VP, Global Technical Support and Customer Service
CA Technologies

Diane M. Magers

Jesse Hoobler
Global Director, WW Software Support
Pitney Bowes

Dennis Fitzgerald
VP, Customer Success

Anthony Daubenmerkl
VP, Global Client Support
Metalogix Software