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 highlights from last 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.

SCORE CONFERENCE 2017

DAY 1
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, Principle (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 marketing campaign the success from your CX Strategy including customer testimonials, CSAT Annual Reports, CSAT Awards, CSAT Report Card, CX Webcast, VoC Video Podcast and other marketing vehicles.
  • Learn the various industry benching 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 KPI’s and turn these into staged analysis that will help drive your organization to increase customer loyalty and improve operational effectiveness.
5:15PM - 7:15PM Cocktails and Sponsor Exhibits
DAY 2
Nov 2, 2017
7:30AM - 8:15AM Breakfast Sponsor Exhibits
KEYNOTE
Ginger Conlon
Chief Editor, Customer Alchemy
8:20AM - 8:55AM
  • View from the Top – Making CX Part of Your Company’s DNA
    • Ginger is an industry leader in CX Playbook Strategy and will share her (20+ years) experience on how a CX Strategy becomes the foundation of your company’s DNA.
Learn from these CX technologies CASE Studies from the industry leading CX Technology vendors share their clients’ experience and secrets to their success in enhancing their customer experiences.
9:00AM - 9:45AM CX Technology CASE Study #1
  • CRM/EFM
    • Field Service-Help Desk-Workforce Automation
9:50AM - 10:35AM CX Technology CASE Study #2
  • CRM/EFM
    • Speech-Text Analytics/Big Data
10:45AM - 11:25AM CX Technology CASE Study #3
  • CRM/EFM
    • Augmented Reality/Self Service/Knowledge Management
11:30AM - 12:15PM CX Technology CASE Study #4
  • CRM/EFM
    • Call Center IVR-ACD/Omni-Channel Automation
12:15PM - 1:40PM Lunch and Sponsor Exhibits
1:15PM - 2:30PM CX Technology CASE Study #5
  • CRM/EFM
    • EFM/Business Intelligence Automation
2:35PM - 3:20PM CX Technology CASE Study #6
  • CRM/EFM
    • Professional Services Automation
3:25PM - 4:10PM CX Technology CASE Study #7
  • CRM/EFM
    • Sales Automation
4:15PM - 5:00PM CX Technology CASE Study #8
  • CRM/EFM
5:15PM - 7:15PM Cocktails and Sponsor Exhibits
OPTIONAL   $249 7:30PM - 9:15PM NorthFace ScoreBoard Award Dinner
DINNER SPEAKER
TBA
Building a Customer Centric Organization
Register Today

PAST SPEAKERS



Corey E. Thomas
President & CEO
Rapid7


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
Rapid7


Art Papas
Founder & CEO
Bullhorn


Terry Leahy
President & CEO
CallMiner


Fernando Bonaventura
Global SPARC Technology Service Center Director
Oracle


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


Diane M. Magers
CEO
CXPA


Jesse Hoobler
Global Director, WW Software Support
Pitney Bowes


Dennis Fitzgerald
VP, Customer Success
Yaskawa


Anthony Daubenmerkl
VP, Global Client Support
Metalogix Software