symposium for customer operations & relationships exposition

May 29-31, 2013 Seaport Hotel

Boston, Massachusetts

“Building Customers for Life SM

”

Early Bird Discounts Discount Net Fee-3 Days By April 30th $500 $995 per attendee Early Bird Discounts Discount Net Fee-1 Day By April 30th $200 $495 per attendee

Register at the Conference 3 Days $1,495 / 1 Day $695 CALL NOW 1-800-711-5196 … ask for Denise

– 3 Days includes workshops, conference-breakfast/lunch and 1 day includes conference-breakfast/lunch –

Symposium for Customer Operations & Relationships Exposition

Dennis Fitzgerald

VP, Customer Satisfaction

Yaskawa America, Inc.

Gael Lundeen

VP, Customer Experience

Pitney Bowes, Inc.

Rob McCabe

VP, Global Support

CA Technologies

Susan Zwinger

VP, Global Systems

Technical Support Center

Oracle

Keith Bernstein

VP, Professional Services &

Support

Recommind

Sandy Perkins

VP, Client Support, Process &

Governance

TriZetto Corporation

Marco Bill-Peter

VP, Global Support Services

Red Hat

Carolyn Muise

VP, Total Customer

Experience

EMC Corporation

John Liebig

VP, Global Field Service &

Technical Support

Accuray Incorporated

Diane B. Simmons

VP, Customer Experience

Fidelity Investments

Noreen Henrich

VP, Client Management

SoundBite Communications

Darrell W. Gehrt

Sr. Director, Sales Web Surveys

Cvent

Customers – not products or services – are the source of all revenue and profits. SCORE 2013 is a comprehensive conference, 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 stimulating new concepts for customer satisfaction, employee engagement, customer retention and loyalty -- and 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.

NorthFace

ScoreBoard AwardSM

CEMPRO Award

SM

NorthFace ScoreBoardSM

and

CEMPROSM

Awards Dinner Thursday, May 30, 2013

6:30 pm - 8:30 pm

Produced by: Omega Management Group Corp. – Customer Relationship Management Institute • Conference Sponsors: Anthony & Alexander Group – Cvent – EMC Corporation – EPIC

Connections – Evergage – InterAction Metrics – Lands’ End Business Outfitters – Support Excellence (SEI) – Value and Pricing Partners • Conference Partners: CRM Advocate –

CRMXchange – Customer Magazine – CustomerThink – Customer Experience Professionals Association (CXPA) – National Association of Service Managers

World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Development - Customer Retention - World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Development - Customer Retention - World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Loyalty

WELCOME TO SCORE CONFERENCE 2013 Dear Colleague: Companies who choose not to continuously exceed their customers’ expectations in these hard times will certainly lose their fair share of customers. Most businesses don’t understand that customers -- not products and services -- are the source of all revenue and profits. We know it is not just possible -- it is critical -- to develop a Customer Experience Management (CEM) strategy that will retain and grow your customer base, resulting in greater revenue and profits. We also know proven processes exist to accomplish this objective and make it part of a company’s DNA…hence our phrase CEMDNA. To help you reach this goal, the SCORE Conference, produced by pioneers of the CRM industry, Omega Management Group Corp., explores the CEM strategy and its processes. The techniques of planning and managing a CEM strategy effectively, then implementing it through customer operations – and motivating employees by linking their compensation with customer satisfaction levels – form the core of SCORE Conference 2013. A CEM strategy is as vital to a company’s success as its financial, engineering, marketing and manufacturing strategies. Yet many companies do not have such a strategic program in place. Now celebrating its 11th Anniversary, the SCORE Conference has helped hundreds of companies to develop a CEM strategy that includes customer relationship training for employees and establishing best practices in customer service operations. Omega has once again teamed up with the Customer Relationship Management Institute (CRMI) to bring you an intensive yet engaging program that covers all areas of building a CEM strategy and managing customer operations. In fact, SCORE is the only event that addresses both customer experience management strategy and customer service operations. At this prestigious event, you will join hundreds of your service, support, sales, marketing and human resources colleagues from North America’s leading companies. SCORE Conference 2013 will expand your knowledge and awareness of the methods others have used to implement a CEM strategy that encompasses both employees and customers. This year, we are pleased to have another outstanding group of expert presenters. You are sure to leave the conference buzzing with new ideas and techniques you can use right away within your own organization.

A highlight of our annual SCORE Conference is the formal presentation of our NorthFace ScoreBoardSM

and

CEMPROSM

Award. This is the original customer service industry award, voted exclusively by an organization’s customers. Recipients must achieve a customer rating of 4.0 or higher out of a possible 5.0 score over the calendar year. Our industry has become flooded with customer awards, with many based on a simple application process. Due to its customer-only vote criteria, the NorthFace ScoreBoard Award has been viewed from its inception in 2000 as the benchmark for recognizing excellence in customer service. Some of the recipients will present case studies at the conference, and you will gain valuable insights from these real-world examples of best practices and innovative ideas.

The CEMPROSM

Award recognizes organizations whose customer-facing groups qualified for CRMI’s new Certified CEM Professional (CEMPROSM) designation in 2012. Focused on customer relationship management training, CEMPRO certification requires that 90% of participants pass the exam with a score of 80% or higher. In addition to CEM strategy workshops, SCORE Conference 2013 will feature CEM/CRM technology workshops that help customer operations work more productively. Workshops touch upon technologies such as business intelligence, text and speech analytics, enterprise search, content analytics and enterprise feedback management. To attendees and especially to our outstanding partners and sponsors, we welcome you to Boston, which is our home too. We know you will enjoy the SCORE Conference 2013 program and festivities!

John Alexander Maraganis Bill Moore President / CEO Director, Employee Engagement Omega Management Group Corp. Customer Relationship Management Institute (CRMI)

M o u n t E v e r e s t

The NorthFace Facts Elevation: 29,035 ft; five miles up; the world's highest summit is at about cruising altitude of a jet Local Names: Sagarmatha (Nepal) Chomolungma (Tibet) First Ascent: 1953, Sir Edmund Hillary, NZ and Tenzing Norgay, Nepal Because it's there: In 1924,George Mallory and Andrew Irvine, GBR, were last seen going strong for the top. It is unknown if they reached the summit before disappearing. First Oxygen less Ascent: 1978, Reinhold Messner & Peter Habeler, AUS As good a reason as any: "Expeditions are good spacers -

time and distance for weighing

and evaluating life back home as

well as beginning to understand

somewhere new."

-- Pete Boardman, 1975, from "Everest the Hard Way"

World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Development - Customer Retention - World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Development - Customer Retention - World Class Service - Building Customers for Life - Customer Loyalty - Customer Relationship Management - Customer Acquisition - Customer Loyalty

G e n e r a l I n f o r m a t i o n

Who Should Attend?

While most events are broad in focus, SCORE Conference 2013 is focused on CEM and customer operations issues within the customer service marketplace -- and how mastering these disciplines increases revenues and profits. This annual conference is targeted to chief customer officers, vice presidents of customer service, chief information officers, senior decision makers in customer service, quality management, sales, marketing, human resources and other executive management personnel. Each will find particular value at SCORE Conference 2013. It will be a remarkable networking opportunity for all attendees and imperative for those new to developing and implementing a customer experience management strategy for their organizations. Wednesday, May 29, 2013: Birds-of-a-Feather Networking Reception with Exhibits Thursday, May 30, 2013:


and CEMPRO SM

Awards Dinner Relax as you do some high-powered networking at our Wednesday reception. Join your peers, Omega and CRMI staff and conference exhibitors and speakers at this informal networking event. Refreshments and hors d’oeuvres will be served. Then, at the Awards Dinner, experience something truly special as notable companies are recognized for achieving world-class excellence in customer service and employee engagement.

Feedback from SCORE Conference 2012

“This was the most relevant conference to my job role that I have ever attended.”

“The conference attracted people who seemed to get the message that putting

customers and employees first yields tangible rewards to the business.”

“It’s good to see what other companies are doing in the customer service and sales

areas.”

�� 97% said SCORE met or exceeded their expectations �� 93% planned to attend SCORE Conference 2013 �� 97% said they would recommend SCORE to colleagues

SCORE Conference Registration Information: Register online www.omegascoreboard.com/score.php or call (800) 711-5196.

Hotel Registration: Hotel accommodations are the responsibility of the registrant. Request a room assignment for SCORE Conference 2013 to take advantage of the special rates.

Special Room Rates: Single/Double occupancy is $279 per night, plus tax --- Seaport / Boston Reservations: Call (877) SEAPORT or (877) 732-7678

Conference Attire: Business casual is suitable for all sessions. Jackets and ties are required for the Awards Dinner on May 30th. A photo session of the award recipients will follow from approximately 8:00 pm - 8:30 pm.

Discounts: by March 31st Single Rate Group Rate (2+) Conference Fee 3 Day Pass $995 per attendee $795 per attendee Conference Fee 1 Day Pass $495 per attendee $395 per attendee

Seaport Hotel One Seaport Lane Boston, MA 02210 Phone: (617) 385-4000 Fax: (617) 385-4001 www.seaportboston.com

DIRECTIONS TO SEAPORT HOTEL:

FROM Logan International Airport & Route 1A South: Follow the signs towards I-90 West - Ted Williams Tunnel. Take the Ted Williams Tunnel to Exit 25. At the top of the ramp proceed straight onto B Street. Follow B Street to the end and take a right onto Seaport Boulevard. The Seaport Boulevard entrance to the Seaport Garage will be on your right.

FROM Points West Via I-90: Follow the Massachusetts Turnpike/Interstate 90 East to Exit 25 - South Boston. At the top of the ramp, bear left towards "Seaport Boulevard". At the first set of lights, proceed straight onto East Service Road. At the next set of lights, take a right onto Seaport Boulevard. The Seaport Boulevard entrance to the Seaport Garage will ahead on the right.

FROM Points South via I-93: Heading northbound on Interstate 93 towards Boston, take Exit 20, which will be immediately after Exit 18. Follow the signs to “I-90 East”. Take the first exit to "South Boston". At the first set of lights at the top of the ramp, proceed straight onto East Service Road. At the next set of lights, take a right onto Seaport Boulevard. The Seaport Boulevard entrance to the Seaport Garage will ahead on the right.

FROM Points North via I-93: Heading southbound on Interstate 93 Boston, take Exit 23, Purchase Street. At the top of the ramp, go through (1) set of lights, take left U-Turn (signed - “To Seaport Blvd.”) Take first right onto Seaport Boulevard and follow Seaport Boulevard for approximately .8 miles. The Seaport Boulevard entrance to the Seaport Garage will be on the right, after the Seaport Boulevard/B Street intersection.

FROM Points West via Storrow Drive: Take Storrow Drive East to Leverett Circle and follow signs for Interstate 93 South/Logan Airport. Once on Interstate 93 South, follow directions from “Points North”.

Public Transportation: Come to South Station on the Red Line or the Commuter Rail of the MBTA. Once at South Station, take the Silver Line Subway to the World Trade Center Station. Take the stairs/escalators/elevators to the upper level and exit onto World Trade Center Avenue.

From Logan Airport, Take the Silver Line Waterfront SL1 from any of the airport terminals to the World Trade Center.

Limousine: Limousine services for you or your group can be arranged or you can enjoy the executive sedan service of BostonCoach and the pre-arrival seamless “check-in” to the Seaport Hotel.

Water Taxi: City water taxi provides on-call water transportation, linking the Seaport World Trade Center Marine Terminal with the Logan Airport Dock, Downtown and Quincy Market. The water taxi can be hailed by any Seaport concierge or doorman. 617.422.0392

If you need any assistance during the conference, Omega Management Group Corp. has three on-site coordinators to help you. Mary Butler, Denise Santiago and Laura Carroll will be located at the registration

check-in area (located outside the Seaport Ballroom).

SCORE CONFERENCE 2013 PRODUCERS

Since 1984, Omega Management Group Corp. has designed and implemented customer experience management strategy programs that help companies maximize customer and employee

satisfaction and retention. We offer a suite of modular services -- customized to your specific needs and market dynamics -- that cover all aspects of CEM, satisfaction and retention. Using Omega’s proven, innovative approach, companies see significant gains in sales and profits by learning how to exceed customer expectations, regardless of competitive activity or fluctuations in the economy. Omega also

sponsors the annual NorthFace ScoreBoardSM

and CEMPROSM

Awards program and produces the annual SCORE Conference. Omega’s unique ScoreBoard

reporting provides a simple, easy-to-read format for

viewing areas of relative strengths and weaknesses in customer satisfaction and retention. The reports incorporate the latest in dashboard reporting, which are intuitive and have been designed specifically for executive presentation.

Since 1999, the Customer Relationship Management Institute (CRMI) has provided a range of educational workshops designed to help organizations create a workplace where employees are motivated and skilled, customers are valued and relationships are maximized.

The curriculum focuses on how to increase individual and team effectiveness as well as the reasons for, and benefits of, positive customer relations.

Save your seat for SCORE Conference 2014

Special Pricing (Ask us for details)

Since 2002, the SCORE Conference has attracted service executives and other CEM professionals who come together to network and to learn about CEM best practices. SCORE Conference is a valuable resource for professionals involved in a spectrum of customer and employee contact areas, including:

The SCORE Conference hosts senior management and executive

decision makers in a relaxed, informal atmosphere that is ideal for

learning and networking.

SCORE Cancellation, Postponement and Substitution Policy: You may substitute delegates at any time. SCORE does not provide refunds for cancellations. For cancellations received in writing more than seven (7) days prior to the conference you will receive a 100% credit to be used at another SCORE conference for up to one year from the date of issuance. For cancellations received less than seven (7) days prior to the event no credits will be issued. In the event that SCORE cancels an event, delegate payments at the date of cancellation will be credited to a future SCORE event. This credit will be available for up to one year from the date of issuance. In the event that SCORE postpones an event, delegate payments at the postponement date will be credited towards the rescheduled date. If the delegate is unable to attend the rescheduled event, the delegate will receive a 100% credit representing payments made towards a future SCORE event. This credit will be available for up to one year from the date of issuance. No refunds will be available for cancellations or postponements. SCORE is not responsible for any loss or damage as a result of a substitution, alteration, cancellation, or postponement of an event. SCORE shall assume no liability whatsoever if this event is altered, rescheduled, postponed or cancelled due to a fortuitous event, unforeseen occurrence or any other event that renders performance of this conference inadvisable, illegal, impracticable or impossible. For purposes of this clause, a fortuitous event shall include, but shall not be limited to: an Act of God; governmental restrictions and/or regulations; war or apparent act of war; terrorism or apparent act of terrorism; disaster; civil disorder, disturbance, and/or riots; curtailment, suspension, and/or restriction on transportation facilities/means of transportation; or any other emergency. Please note that speakers and topics were confirmed at the time of publishing, however, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, SCORE reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be updated on our web page as soon as possible.

� Customer Service � Field Service � Technical Support � Human Resources

� Call Center Operations � Help Desk � Sales & Marketing � Professional Services

$795

SCORE Conference 2013 Seaport Hotel – Boston

DAY 1: WEDNESDAY, MAY 29

Time

12:00 pm – 5:00 pm Registration

1:30 pm – 2:30 pm

Workshop I: Driving Customer Loyalty by Understanding the Customer Journey Rich Kramer, Director, Lean Six Sigma; EMC Corporation David Harrington, Director, Total Customer Experience; EMC Corporation

2:30 pm – 2:45 pm Break

2:45 pm – 3:45 pm

Workshop II: Measuring ROI through the Voice of the Customer Darrell W. Gehrt, Senior Director, Sales Web Surveys; Cvent

3:45 pm – 4:00 pm Break

4:00 pm – 5:00 pm

Workshop III: Gaining a Competitive Advantage through CEMDNA Leadership Nick Manolis, Director, Service Leadership Education; Customer Relationship Management Institute (CRMI)

5:30 pm – 7:30 pm Birds-of-a-Feather Networking Reception with Exhibits in the Magnum Room

DAY 2: THURSDAY, MAY 30

Conference Highlights

� EFM Technology � CEM Strategy � Big Data � Text Mining � Text Analytics � Speech Recognition

Time

7:00 am – 8:15 am Registration and Breakfast with Exhibits in Conference Area

8:15 am – 8:30 am Welcome, Opening Remarks Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

8:30 am – 9:30 am KEYNOTE: Customer Experience: Culture, Communications, Rewards and Recognition Diane B. Simmons, Vice President, Customer Experience; Fidelity Investments

9:30 am – 10:15 am PANEL: View from the Top – Building Customers for Life Is Everyone’s Job Moderator:

Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC Panelists: Marco Bill-Peter, Vice President, Global Support Services; Red Hat Sandy Perkins, Vice President, Client Support, Process & Governance; TriZetto Corporation Rob McCabe, Vice President, Global Support; CA Technologies

10:15 am – 10:30 am Break

10:30 am – 11:15 am PANEL: Managing the Customer Experience by Measuring the Impact Payoff Moderator:

Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

Panelists: Gael Lundeen, Vice President, Customer Experience; Pitney Bowes, Inc. Dennis Fitzgerald, Vice President, Customer Satisfaction; Yaskawa America, Inc. Noreen Henrich, Vice President, Client Management; SoundBite Communications

11:15 am – 12:00 pm PANEL: Using Big Data and Analytics to Drive Customer Loyalty Moderator:

Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

Panelists: Darrell W. Gehrt, Senior Director, Sales Web Surveys; Cvent Carolyn Muise, Vice President, Total Customer Experience; EMC Corporation Martha Brooke, Founder; InterAction Metrics

12:00 pm – 1:30 pm Lunch with Exhibits in Conference Area

1:30 pm – 2:15 pm KEYNOTE: On the Road to Best-in-Class Susan Zwinger, Vice President, Global Systems Technical Support Center; Oracle

2:15 pm – 3:00 pm PANEL: Engaging Employees to Drive Customer Loyalty Moderator:

Bill Bradley, Director, Customer-Centric Communications, Anthony & Alexander Group, LLC Panelists: Keith Bernstein, Vice President, Professional Services & Support; Recommind Greg Rhoads, Vice President, SELECT Support; Bentley Systems, Inc. Dan Curtin, Vice President, Operations & Service Quality; Zipcar, Inc.

3:00 pm – 3:15 pm Break

3:15 pm – 4 :00 pm PANEL: Communicating to Stakeholders the Value of Customer Loyalty Moderator:

Bill Bradley, Director, Customer-Centric Communications; Anthony & Alexander Group, LLC Panelists: John Liebig, Vice President, Global Field Service & Technical Support; Accuray Incorporated Brad Barker, Principal Business Operations Consultant; EMC Corporation Thomas Carneiro; Customer Advocacy Manager; Diagnostica Stago, Inc.

4:00 pm – 4:45 pm CASE STUDIES: CEMDNA Playbook Strategies Moderator:

Bill Bradley, Director, Customer-Centric Communications; Anthony & Alexander Group, LLC Panelists: Thomas Carneiro; Customer Advocacy Manager; Diagnostica Stago, Inc. Patricia Laca, Customer Care/CEM Program Manager; Carl Zeiss, Inc. Brian Gardiner, Vice President, North America Customer Support & Services; Haemonetics Corp.

4:45 pm – 5:00 pm

Closing Remarks Bill Bradley, Director, Customer-Centric Communications; Anthony & Alexander Group, LLC

6:30 pm – 8:30 pm NorthFace ScoreBoardSM

and CEMPROSM

Awards Dinner – The Lighthouse Room at the Seaport Hotel

DAY 3: FRIDAY, MAY 31

Time

8:30 am – 9:00 am Continental Breakfast

9:00 am – 9:50 am

Workshop IV: CEMDNA Playbook Strategy “Boot Camp” Bill Moore, Director, Employee Engagement; Customer Relationship Management Institute (CRMI)

9:50 am – 10:00 am Break

10:00 am – 10:50 am Workshop V: Achieving Customer Experience Success: A Story of a Customer-First Culture Brad Barker, Principal Business Operations Consultant; EMC Corporation

10:50 am – 11:00 am Break

11:00 am – 11:50 am Workshop VI: Building an Account Management Strategy through Segmentation Sam Klaidman, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

11:50 am Conference Ends

NFSB & CEMPRO

Awards Dinner

Day 1 Day 3

Day 2

Registration Exhibitors

Networking

Reception

DAY 1: Wednesday, May 29

1:30 pm – 2:30 pm

Workshop I: Driving Customer Loyalty by Understanding

the Customer Journey

Rich Kramer

Director, Lean Six Sigma

EMC Corporation

David Harrington

Director, Total Customer Experience

EMC Corporation

Recreating the "customer journey" involves a clear understanding of the touch points

between your company and your customers. By understanding the critical touch points, you can better integrate your customer experience surveys, quality metrics, and

Lean Six Sigma program to measure and improve the critical needs of your customers.

For the past 12 months, EMC has refocused its customer loyalty program by

understanding and mapping the customer journey. We have leveraged this integrated

approach to continue to develop and improve our customer loyalty program. This

strategy and process can be implemented, with customized variations, by the vast

majority of organizations.

Key takeaways will include:

1. Understanding the basics of customer journey mapping

2. Framework for integrating customer experience programs with operational

metrics

3. Incorporating Lean Six Sigma with your loyalty program

About the Speakers: Rich Kramer is a 20 year veteran of quality and process improvement with experience in engineering, service, banking, and manufacturing. Rich has been at EMC for 8 years and has been focused on process improvements in software engineering, hardware manufacturing, and sales and service. Rich currently leads the Lean Six Sigma and Quality Audit teams at EMC as part of the Total Customer Experience organization. Dave Harrington currently leads one of the shared service departments within EMC's Total Customer Experience organization. He has 30 years of experience in software development, development infrastructure and quality assurance, within the fields of computer aided development, federally funded research, video editing and medical device industries.

2:45 pm – 3:45 pm

Workshop II: Measuring ROI through the Voice of the

Customer

Darrell W. Gehrt

Senior Director, Sales Web Surveys

Cvent

Over the past decade, customer service efforts have evolved significantly. With the

recession of the late 2000s came the need to cut costs in a variety of areas, including

service departments at companies around the world. For example, many organizations

tried to reduce costs by removing humans from the equation, converting traditional call centers to self-service portals.

However, today, most organizations have cut costs to the bare bones. With no more

room to make cuts, companies have had to change their way of thinking and begin

examining how they can now affect their top line. One of the best ways to do this is

to proactively enhance the customer experience, rather than take the traditional, more

reactive approach to customer service. This emerging trend has made the need to

understand the voice of the customer more evident than ever.

Most recently, organizations have begun to adopt surveying functionality to drive continuous feedback, allowing them to truly understand their customers’ needs and

wants. This kind of information gives companies the insight to make appropriate

changes and improvements to build a solid customer base and gain loyalty. This has

led to an increase in ROI when survey tools are utilized and implemented properly.

Customers are much happier, engaged and loyal to companies that continuously strive

to improve the customer experience, which has far more long term value and ROI

compared to just cost savings alone.

This session will explore key industry trends in customer service and how

organizations are aggressively leveraging survey tools to receive continuous feedback

and, ultimately, increase their ROI. A subject matter expert will present up to date

information about these trends, as well as facilitate an interactive discussion about the

importance of receiving feedback in different segments to improve customer

satisfaction.

In this session attendees will learn:

• How to leverage surveying tools to receive constant feedback from customers

• How to understand the voice of the customer and increase ROI through continuous feedback

• How to apply best practices and tips to your organization’s customer service

program

About the Speaker: With more than a decade of CRM and CEM technology experience in various management roles at SaaS companies, Darrell Gehrt is responsible for overseeing Cvent’s survey division. He provides leadership in all of the department’s revenue efforts from marketing to client services. Most recently, Darrell was senior director of sales at Angel, Inc., a division of MicroStrategy. In this position, he managed a team of 15 and was the top sales leader for three consecutive years. Darrell played a key role in helping the company nearly double its revenue and transform from an automation company to a Customer Experience Organization. Prior to Angel, Darrell was the managing director at Parature, a web-based CRM company, where he was instrumental in building out the sales organization including developing, documenting and implementing company sales and customer care methodologies.

4:00 pm – 5:00 pm

Workshop III: Gaining a Competitive Advantage through

CEMDNA Leadership

Nick Manolis

Director, Service Leadership Education

Customer Relationship Management Institute (CRMI)

CEMDNA Leadership is a highly interactive session, which discusses an approach to

transitioning individuals, teams, and organizations from a current state where the

customer experience is not primary, to a desired future state where the customer is

centric (customer centricity) to all decision making. Effective CEM leadership is the

most critical component to successfully implementing your CEM strategy. Learn the five key links to building and sustaining great customer service. By utilizing a

coaching management strategy to engage key management employees to create a

customer culture, organizations will raise the service awareness, commitment,

competence and operational practices of all employees. The session will discuss how

to integrate a company’s CEM strategy with specific company-goal objectives. Learn

the three simple phases to successfully implement CEM Change Management.

Discussions will include performance metrics, such as financial results, operational efficiency, leadership commitment, communication effectiveness and the perceived

need for CEM change. Also, to design appropriate strategies in order to avoid CEM

change failures or resolve troubled CEM change projects. The objective will be to

learn how to develop a management team that is able to lead their respective groups to

deliver services that continuously exceed customer expectations. Further, to transfer

these skills to their respective department personnel, resulting in the transformation of

the organization’s CEM strategy into the company’s DNA.


• CEMDNA Leadership Model Five Key Links

1. Effective communication that informs various stakeholders of the

reasons for the change (why?), the benefits of successful

implementation (what is in it for us, and you) as well as the details of the change (when? where? who is involved? how much will it cost?

etc.).

DAY 1: Wednesday, May 29

2. Identify an effective education, training and/or skills upgrading scheme for the organization.

3. Counter resistance from the employees and align them to overall

strategic direction of the organization.

4. How to provide personal counseling (if required) to alleviate any

change-related fears.

5. Monitoring of the implementation and fine-tuning as required.

• Educate implementing CEMDNA Change Management in three phases: � Phase 1 – Preparing for change

a) Define your change management strategy

b) Prepare your change management team

c) Develop your post change management model

� Phase 2 – Managing change a) Develop change management plans

b) Take action and implement plans

c) Survey customers/employees to measure impact of post change

model

� Phase 3 – Reinforcing change

a) Collect and analyze feedback

b) Diagnose gaps and manage resistance

c) Implement corrective actions and celebrate successes

About the Speaker: Nick Manolis has spent his career in a variety of senior management and consulting roles in the public, non-profit and private sectors focusing on human resources, training, development and consulting. For twenty-one years, Nick provided human resource/organizational development training and development services throughout the Primex, a large risk management pool. Most recently, Nick served as Vice President of Human Resource Development for Associated Grocers of New England (AGNE) before moving on to start “the next chapter of life.” Currently, Nick is adjunct faculty member of the Community College System of New Hampshire’s business management department and provides leadership development training services to clients of the Omega Management Group. He remains connected to Primex as a trainer and contributor to its publications. In addition, Nick is leading AGNE’s Senior Team professional development process. Nick holds a Bachelor of Arts degree from the University of New Hampshire and has done graduate work in the MBA program at New Hampshire College.

5:30 pm – 7:30 pm

Birds-of-a-Feather Networking Reception with Exhibits in

the Magnum Room

DAY 2: Thursday, May 30

8:30 am – 9:30 am

KEYNOTE: Customer Experience: Culture,

Communications, Rewards and Recognition

Diane B. Simmons

Vice President, Customer Experience

Fidelity Investments

Great customer experiences starts with great employee experiences. Learn how

Fidelity Investments perpetuates a customer-centric culture through a disciplined

approach to framing cultural, communication, recognition and reward programs. This immersive approach rallies executives, managers and individuals around a common

purpose of delivering the very best customer experience in the financial services

industry.

About the Speaker: Diane Simmons is the Vice President, Customer Experience at Fidelity Investments. She specializes in the strategic development and execution of customer experience programs in pursuit of Fidelity’s vision of delivering the best customer experience in the financial services industry. Prior to this role, Diane was VP, Online Sales for Fidelity.com, Fidelity’s premier consumer web site. She was responsible for achieving the online channel sales goals and evolving the online account opening, marketing, search and chat capabilities. Prior to joining Fidelity in 2005, Diane worked as the SVP eCommerce Customer Acquisition at Bank of America where she led efforts to drive adoption of online banking and bill pay on BankofAmerica.com. Previously, Diane worked at Intuit as a Brand Manager for QuickBase, an award-winning online database product. Diane began her career at Gillette, where she was a founding member of the online interactive team that launched Gillette.com, MACH3.com and TheEssentials.com, Gillette’s introduction into direct-to-consumer online commerce. Diane holds a Bachelor of Arts in English from Providence College and a MBA from the MIT Sloan School of Management.

9:30 am - 10:15 am

PANEL: View from the Top – Building Customers for Life Is

Everyone’s Job

Moderator:

Dennis L. Gershowitz

Vice President, Service Strategies Practice

Anthony & Alexander Group, LLC

How do you make “building customers for life” everyone’s job? Our panelists are

charged with pushing the envelope, working across functional and geographic

boundaries, to solve their most challenging customer problems.

But simply resolving customer problems is no longer enough. Find out how these companies are reaching the next level of customer service by taking the lessons learned

from customers while solving their most difficult problems and integrating those

lessons across the whole company to create an environment that prevents future

problems. Attendees will learn how to build this successful, proactive Services strategy

in their own organization by developing three key assets:

• The Right Vision: can you see and communicate to others a higher level of Customer Service?

• The Right People: what does the DNA of a next-level Customer Service team

look like?

• The Right Organization: what type of culture and what systems of governance will create an environment where the vision can prosper and the individual can

succeed in adopting this new level of service DNA, and show measurable

impact on organizational success?

This session is for any Services leader who wants to go beyond reactive support and

drive proactive customer value creation in their company, ultimately achieving greater value in the service delivered to their customers.


Panelists:

Marco Bill-Peter

Vice President, Global Support Services

Red Hat

Sandy Perkins

Vice President, Client Support, Process & Governance

TriZetto Corporation

Rob McCabe

Vice President, Global Support

CA Technologies

About the Moderator: Dennis L. Gershowitz is an accomplished senior executive in customer loyalty and engagement, working with companies on customer strategy, while helping them to transform their operations into sustainable best-in-class winners and growing their revenues. Having directed his own organizations to such prestigious awards as the Omega NorthFace ScoreBoard Award and the ITSMA Services Marketing Excellence Award, Dennis is a sought after speaker at many industry conferences and has published numerous articles on Service Management and Operations and Building Customer Loyalty.

About the Panelists: Marco Bill-Peter has served as the vice president of Red Hat Global Support Services (GSS) since 2008. GSS is accountable for earning subscriber loyalty. The organization is responsible for support delivery to Red Hat’s clients and partners across all product lines, including Red Hat Enterprise Linux, JBoss Middleware, Red Hat Storage, and Red Hat Cloud. Under Bill-Peter’s leadership, GSS has led a transition from a focus on transactional support to sustained customer relationships—expanding the role of support from reactive interactions to include high-value, proactive, and collaborative customer engagement. GSS has successfully executed a three-year transformation of support delivery that has included: implementation of Knowledge Centered Support (KCS), replacement of the triage support model with direct routing to specialty-based swarming teams, and development of the award-winning Red Hat Customer Portal. In addition, Bill-Peter continues to challenge the standard industry definition of support with a strategic focus on innovation to better serve customers. The next three years will focus on: enhanced strategic customer engagement initiatives, continued improvements to global support delivery, and investments in dedicated product improvements driven by customer interactions with support. Bill-Peter has over 20 years of experience in the information technology and support delivery fields. Prior to joining Red Hat, he held different support and engineering roles at HP, Compaq, and Digital Equipment Corporation in the USA, Europe, and Asia. Sandy Perkins brings both healthcare industry and client support management experience to TriZetto. In her current role, she is responsible for client support process, standards, and governance across the TriZetto portfolio. With a passion for health and fitness, Sandy also serves on the TriZetto Wellness Committee and is a Certified Life Coach. Perkins joined TriZetto in 2000 with the acquisition of Resource Information Management System where she served as the Relationship Manager and Director of Client Support. Previously, Sandy was at The Travelers Insurance Company and Metropolitan Life Insurance where she held various technical and insurance industry training positions. Sandy holds a bachelor’s degree in managerial communications from Elmhurst College and is a master’s degree candidate for a Master’s in Public Health (MPH) from Benedictine University. Rob McCabe is vice president of CA Technologies Global Support and has over 20 years experience in customer service roles. Rob is currently leading the Global Escalation Management Team, which is responsible for managing executive level remediations and driving proactive customer support programs across CA Technologies’ global customer base. Rob has been with CA Technologies for 8 years and has served as the chief of staff reporting to the Corporate Senior Vice President for CA Technologies Global Support and as vice president for the delivery of support for five of CA Technologies’ enterprise distributed product solutions business units. Rob joined CA Technologies in 2005 as part of CA’s acquisition of Concord Communications where he was vice president of Worldwide Customer Services. He joined Concord in 1999 to build and lead Concord’s professional services organization

and he eventually moved on to lead and expand Concord’s technical support operations globally. Prior to joining Concord, Rob held various management positions for ten years at the former NYNEX and Bell Atlantic companies. Rob is a graduate of Bowdoin College and a founding member of the Marlborough Public Schools Foundation, a non-profit organization dedicated to financially assisting the students and faculty of the Marlborough public schools, where is currently on the board of directors and treasurer.

10:30 am – 11:15 am

PANEL: Managing the Customer Experience by Measuring

the Impact Payoff

Moderator:




There is overwhelming evidence that providing a consistently superior customer

experience results in greater customer satisfaction and loyalty. But as with automobile

mileage, “your results may vary.” So how can an organization truly measure the ROI –

or impact payoff – resulting from its commitment to customer experience management

(CEM)?

Getting a firm grip on this question can justify budget requirements for CRM

investments and staff resources necessary to develop, maintain or even expand a

customer-centric philosophy. But the impact payoff also can demonstrate the value of

a CEM culture to those who may not already be convinced of the wisdom and logic of a

corporate commitment to customer and employee engagement excellence.

Companies strive for five-star rating results on customer satisfaction and loyalty, and then leverage this insight for bottom line improvements and competitive advantage.

Companies are analyzing each and every customer experience, but practices in how to

gain competitive advantage through CEM strategy and customer intelligence are

constantly evolving.

Our panel of experts will discuss the methods, benchmarks and tools they use to drive

revenue and profits to establish a competitive edge while strengthening customer

relationships. This session will discuss how companies are managing the end-to-end customer experience across multiple touch points to produce verifiable, objective

results that underscore the ROI/impact payoff of their CEM strategy.


• Defining specific, measurable outcomes that justify CEM strategy investments

• Re-designing a customer experience strategy in a lower-cost environment

• Establishing and retaining a customer-centric culture in a commodity marketplace

• Designing and implementing a consistent customer experience strategy across

multiple touch points.

Panelists:

Gael Lundeen

Vice President, Customer Experience

Pitney Bowes, Inc.

Dennis Fitzgerald

Vice President, Customer Satisfaction

Yaskawa America, Inc.

Noreen Henrich

Vice President, Client Management

SoundBite Communications


About the Panelists: Gael Lundeen is Vice President of Customer Experience for Pitney Bowes Inc., the $5.3 billion global communications technology firm. In her role, she is a change agent for transforming the customer experience across a multitude of customer interactions across the company’s products and services. She joined Pitney Bowes in October 2007 to launch a new effort to unify customer experience across the core U.S. mailing business, which has the largest number of customers. Her responsibilities have expanded to include customer experience design and measurement for the mailing business on a global basis and responsibility for the DMT, Production Mailing customer base. Ms. Lundeen has more than 25 years of experience at several Fortune 100 companies. She has actively led several business transformations to adapt to changing market dynamics and deliver higher customer value.Prior to joining Pitney Bowes, Ms. Lundeen was General Manager of Photofinishing and Web Services at Fujifilm where she managed the commercial photo finishing business. Prior to that, she was Vice President of Worldwide Marketing, E-business at Xerox Engineering Systems. From 1994 to 1998, Ms. Lundeen was Vice President of Marketing at IBM. There, she created a new sector for home PCs, and tripled the business in four years. As General Manager of the Cooking and Beverage Business at Black and Decker, Ms. Lundeen managed P&L for a $130 million business unit. Her career began at General Electric where she was a product manager for healthcare appliances. Ms. Lundeen holds an MBA from the Harvard Graduate School of Business Administration. She also earned her Bachelor of Arts degree at Harvard University. She has been published in both the Journal of Ethics and the Design Management Journal. Dennis Fitzgerald has been in the factory automation business for 31 years. He has been employed by Yaskawa America for 17 years, during which time he has been promoted to increasingly responsible positions, the most recent being that of the Vice President of Customer Satisfaction. Dennis has responsibility for the Customer Interaction Center, Marketing Communication, Training, Technical Support and Aftermarket Business. Dennis has spearheaded Yaskawa’s development of customer focused analytics to evolve the company to a customer centric model. The customer centric model has enabled Yaskawa to differentiate itself in the factory automation market. He has planned and implemented Yaskawa’s CRM initiative to enable all associates to have a 360 view of the customer, and in turn solve or answer the customer’s questions more efficiently and with a higher level of satisfaction. Noreen Henrich is responsible for Client Management at SoundBite Communications overseeing consulting, training and customer support operations. She brings extensive senior management experience from high technology companies, with a strong background in Customer Experience and Relationship management and professional services. Before SoundBite, Noreen served as Regional Vice President, North America Consulting for Oracle. In her role, she was responsible for a worldwide consulting practice, setting strategies and ongoing operations for the Oracle Configuration product. Prior to her role at Oracle, Noreen was Vice President of Professional Services for Concentra Corporation and a Director at Computervision for 10 years. Noreen has worked with many Fortune 100 companies in implementing complex solutions. Noreen holds a B.S. in Engineering from Northeastern University in Boston, Massachusetts, where she is also a member of the College of Engineering Industry Advisory Board.

11:15 am – 12:00 pm

PANEL: Using Big Data and Analytics to Drive Customer

Loyalty

Moderator:




The era of Big Data and analytics has arrived. Big Data refers to the idea that

companies can extract value from collecting, processing and analyzing vast quantities

of data. Businesses that can get a better handle on these data will be more likely to

outperform their competitors who do not. In this session, we explore how businesses

can apply Big Data principles to their existing business data to gain deeper customer

insight. Incorporating customer feedback data into a Big Data strategy will help

companies:

• Answer bigger questions about their customers

• Spread a customer-centric culture throughout the company

• Use objective measures of customer loyalty to build predictive models In today’s world, the standard measurements of competitive advantage have largely

evaporated key differences in performance that separate your organization from

competitors. Companies of all sizes are using analytics to make better decisions and

extract maximum value from their business processes. At a time when companies in

many industries offer similar products and use similar technology, distinctive business processes count among the last remaining points of differentiation. Companies are

using Business Analytics to gain competitive advantage. Competitive Analytics is

providing actionable insights to business decisions for profit and growth. Leading

companies are doing more than just collecting and storing information in large

quantities. They’re now building their competitive strategies around data-driven

insights that are, in turn, generating impressive business results.

Explore the various analytics once available to only the Fortune 500, now available to companies of all sizes:

• Collecting customer data that provides smart decision making

• Aligning the survey with the data analysis to maximize efficiency/effective change

• Acting on the data and generating growth through improved processes

Panelists:

Darrell W. Gehrt

Senior Director, Sales Web Surveys

Cvent

Carolyn Muise

Vice President, Total Customer Experience

EMC Corporation

Martha Brooke

Founder

InterAction Metrics

About the Panelists:

With more than a decade of CRM and CEM technology experience in various management roles at SaaS companies, Darrell Gehrt is responsible for overseeing Cvent’s survey division. He provides leadership in all of the department’s revenue efforts from marketing to client services. Most recently, Darrell was senior director of sales at Angel, Inc., a division of MicroStrategy. In this position, he managed a team of 15 and was the top sales leader for three consecutive years. Darrell played a key role in helping the company nearly double its revenue and transform from an automation company to a Customer Experience Organization. Prior to Angel, Darrell was the managing director at Parature, a web-based CRM company, where he was instrumental in building out the sales organization including developing, documenting and implementing company sales and customer care methodologies. A 20 year EMC veteran, Carolyn Muise currently leads EMC’s Total Customer Experience Team. EMC’s Total Customer Experience program is sponsored company-wide and devoted to consistently exceeding customers’ expectations for quality, innovation, and interaction. We are committed to listening to our customers and partners to ensure EMC provides differentiation at every phase of the customer experience. Prior to her current role, Carolyn led EMC’s E-Lab. E-Lab works for the benefit of EMC customers with partners, vendors and competitors to promote integration across every major platform, operating system, and network element available. EMC E-Lab is a global operation considered the industry's premier brand for rigorous, end-to-end interoperability testing and the development of "best-in-class" integrated solutions. Carolyn graduated from Northeastern University with a Bachelor’s in Engineering and a Business Management Certificate from Bryant University. She is a member of the Society of Women Engineers; Simmons College and an active participant in the National Center for Women and Information Technology (NCWIT). The motivation to create Interaction Metrics eight years ago was simple: Martha Brooke observed that weak methods were rampant when it came to how companies measure and manage the customer experience. To put a clear lens on the customer experience—and how to improve it—Martha founded Interaction Metrics. Martha regularly conducts top-rated workshops for professional organizations. Most recently, in October of 2012, Martha presented 'How to Brand Customer Service' to NICSA (National Investment Company Service Association) at the Harvard Club.

DAY 2: Thursday, May 30 She is certified by APICS (The Association for Operations Management) in Project Management and Six Sigma. Prior to Interaction Metrics, Martha worked for two dotcoms (Food.com and Lucy.com.) and held operations positions in the customer service and call center industries. Martha plays an active role in client programs and continually holds customer interactions to the highest standard.

1:30 pm – 2:15 pm

KEYNOTE: On the Road to Best-in-Class

Susan Zwinger

Vice President, Global Systems Technical Support Center

Oracle

Change is inevitable, and the bigger the change the bigger the challenges. Possibly

one of the most impactful shifts any company can go through is acquiring another

company, or being acquired. Throughout the lengthy acquisition and integration

process focus on employee satisfaction and retention is as important as keeping a

spotlight on customer satisfaction and loyalty.

The Oracle Systems Technical Support Team faced this daunting challenge as it went

through a dynamic three years of transformation. Dramatic insourcing, extensive

work load analysis and a relentless proactive focus saw us succeed in keeping

customer satisfaction under control with minimal attrition.

"On the Road to Best in Class" reflects on actions to keep our employees engaged and our customers delighted while in the midst of massive change. In her

presentation, Sue will share with you how Oracle transformed into a high performing

support organization, which has us primed to become Best in Class!

About the Speaker: Susan Zwinger leads Oracle's Systems Tech Support Center, which is responsible for providing remote support to Oracle's Server, Storage and Solaris customers worldwide. On her path from software engineer to executive, Sue has held a series of leadership positions in Service, Engineering, Quality and Corporate Planning. Her career spans numerous high tech companies, including Sun Microsystems, Silicon Graphics, Cray Research, Supercomputer Systems Inc., ETA Systems, 3M and Control Data. Throughout her career she has outsourced and insourced, offshored and onshored, acquired and been acquired. Sue has built, developed, managed and restructured diverse teams, demonstrating a knack for planning, organizing, delegating and driving execution with positive employee morale. She developed extensive leadership experience in the areas of corporate planning, process excellence, technical support, education, software development, legal support, acquisitions and program management. Sue holds a B.S. degree in Quantitative Methods and Information Systems (QMIS) from St. Cloud State University, and earned an international assignment at the Tokyo Institute of Technology. Sue serves on the Board of Directors for San Diego North Chamber of Commerce and on the CalPoly National Development Council. She has received numerous awards for her vision and leadership. Most recently, Sue was recognized as one of the “Most Powerful and Influential Women of California” by the California Diversity Council.

2:15 pm – 3:00 pm

PANEL: Engaging Employees to Drive Customer Loyalty

Moderator:

Bill Bradley

Director, Customer-Centric Communications


Today, there is convincing evidence that employee engagement drives customer satisfaction/loyalty, and corporate revenues, by paying careful attention to who is

hired, how they are trained, how they are coached, and how they are treated on the

job. Studying employees’ perceptions offers insight into their knowledge of customer

satisfaction. If employees incorrectly believe customers are satisfied, it is unlikely

that changes will be made in product or service levels to attempt to satisfy customers.

Likewise, if employees incorrectly believe customers are dissatisfied, changes in

products or services that could adversely affect customer satisfaction could be

implemented. Employee satisfaction is, therefore, a crucial component of satisfaction programs that are geared to maximize long-term corporate profitability. An inclusive

employee and customer satisfaction and loyalty program can, therefore, be

considered a source of future profits.

For years most managers believed that focusing on motivators of customer

satisfaction would lead to more loyal customers, who tend to be the most profitable

customers (i.e., repeat business is usually the most profitable). This session will

highlight the criticality of the relationship between employee attitudes and customer

satisfaction. This session will explore how employees feel about their impact on not

only their work experience, but also on tangible business outcomes such as customer

satisfaction.

Panelists:

Keith Bernstein

Vice President, Professional Services & Support

Recommind

Greg Rhoads

Vice President, SELECT Support

Bentley Systems, Inc.

Dan Curtin

Vice President, Operations & Service Quality

Zipcar, Inc.

About the Moderator: Bill Bradley is the Director, Customer-Centric Communications for Anthony & Alexander Group, LLC. He offers extensive expertise in developing strategic marketing communications plans and business plans in the corporate world. Specializing in the development of strategic marketing and communications campaigns for hundreds of companies, he has generated hundreds of millions of dollars in increased sales for his clients. As Director of Customer-Centric Communications, Bill helps to increase the market awareness and industry importance of Omega and its family of services. Bill has had a successful, 30-year career in corporate communications, media and analyst relations, research, marketing communications and publishing, predominantly in the IT/high-tech field. Most recently, he served as Director of Worldwide Press & Analyst Relations for the software subsidiary of Groupe Bull, a $4B multi-national computer and systems integration firm. He previously had served as Director of Public Relations for Bull’s U.S. operations. Bill also has been a marketing and communications consultant to the high-tech industry and has experience on the PR agency side. In addition, he has managed trade show, direct marketing and advertising budgets and has been managing editor of both trade and consumer publications. As a marketing consultant, Bill provided high-level messaging, writing, media relations and marketing services for clients in high-tech, research, food service and consumer goods. Bill holds a B.S. degree in Public Relations from Boston University.

About the Panelists: Keith Bernstein is the Vice President of Professional Services and Support at Recommind, where he is responsible for all professional services and customer support. Prior to joining Recommind, Keith served as a senior manager at ZANTAZ where he worked to design the overall EDD processing strategy and managed its development. Keith also managed key strategic partnerships in his role. Prior to ZANTAZ, he worked for Daticon where he held the position of VP of Consulting Services. During his tenure at Daticon, Keith started as the lead Software Engineer on the company's document management system before taking over management of the consulting and support functions. Keith has a BS degree in MIS, a Masters in Software Engineering and is a Certified Computer Examiner CCE.

Greg Rhoads is Vice President of Worldwide Select Support at Bentley Systems, Inc., a worldwide leader in software solutions for sustaining infrastructure. Greg is responsible for managing a worldwide organization of Engineering Professionals that provide critical support to the world’s largest infrastructure firms. Greg has 20 years of experience managing worldwide Software Development, Information Technology and Customer Service organizations. In October, Greg was named as one of the 2012 Gartner/Peppers & Rogers 1to1 Customer Champions.


Dan Curtin joined Zipcar in April of 2004 and currently manages Zipcar’s fleet and member services teams. Before joining Zipcar, Dan spent more than 20 years in the automotive industry, specifically in auto rentals and adaptive mobility equipment. Through his experience, Dan developed a broad understanding of automotive markets and realized the existing opportunities within the industry as a whole. With a growing demand for more eco-friendly products and services, combined with the fast paced, technology-driven lifestyles of typical urbanites, Dan realized the enormous potential for growth at Zipcar. Dan has pioneered efficiencies within the market from fleet operations to building a sustainable membership base. Dan’s innovations, many of which are now best practices across the entire company, have helped grow the company from a small start-up with a few hundred cars to where it is today. Zipcar is the largest car-sharing provider worldwide with a fleet of nearly 10,000 cars and trucks in 21 cities in North America, the United Kingdom as well as Spain and Austria serving a member base in excess of 792,000 Zipsters. Dan has worked with government officials to help Zipcar become a mainstream service, working closely with city and state leaders on key policy issues, and providing a “voice” for the Zipcar member base at City Hall. Dan is a graduate of the Boston University School of Management.

3:15 pm – 4:00 pm

PANEL: Communicating to Stakeholders the Value of

Customer Loyalty

Moderator:

Bill Bradley



Does your company’s DNA include world-class customer service that consistently

exceeds customer expectations? If so, then capitalize on your most valuable asset -- excellence in customer service – by communicating your achievements aggressively

and effectively to your critical internal and external stakeholders.

CEM Stakeholder Communications services are an integral component of the

CEMDNA Playbook Strategy. They provide a professional and consistent vehicle

that combines creativity with technological innovation so you can customize your

CEM strategy messages to reach your employees, customers, business partners and

other key stakeholders. The key is to have a consistent frequency of contact with your key stakeholders over time and use different communications tools to convey your

powerful CEM messages.

The speakers on this panel will talk about how their companies have shared its CEM

success through various communications channels. These can include:

• Quarterly Report Cards, which summarize specific results about customer feedback on your company’s efforts to optimize customer satisfaction and

loyalty throughout the year.

• CEM Annual Report, which has the look and feel of a regular company

annual report, but focuses on your CEM strategy and results.

• Case Studies about your customers are living proof of the success of your

CEM strategy and goals.

• State of the Union (SOU) video -- showcase your commitment to customer service using the power of video. Perfect for web posting, employee

recognition, etc.

• Public Relations Campaigns, which leverage the print and online media to

report on how you develop strong competitive differentiation through your

successful CEM campaign.

• Customer Events, like user group meetings and sales kick-offs, should not be

boring! Deliver your key messages with powerful, creative and entertaining

impact.

• Feedback Information Systems, which feature dynamic wall-mounted multi-media LED dashboards located in high-traffic areas throughout your office

area that display customer comments, survey results, videos, employee

recognition, etc. for employees and visitors to see and remember.

Panelists:

John Liebig

Vice President, Global Field Service & Technical Support

Accuray Incorporated

Brad Barker

Prinicpal Business Operations Consultant

EMC Corporation

Thomas Carneiro

Customer Advocacy Manager

Diagnostica Stago, Inc.

About the Panelists: John Liebig is the Vice President of Field Service and Technical Support at Accuray Incorporated. John has over 20 years of experience in the Medical Device Industry. He has held senior management roles in Business Development, Engineering, Marketing, & Service. John joined Accuray in 2007 and has successfully implemented process improvements focused on streamlining service operations and enhancing service profitability. He has more recently played a key role in leading the service migration business strategy of an acquisition of TomoTherapy by Accuray Incorporated. The results of this acquisition have led to double digit gross margin improvement. Prior to Accuray, John has held key leadership roles at Philips Healthcare and ADAC Laboratories. Brad Barker is a Business Operations Consultant with EMC Corporation’s Customer Services Division. Brad has spent more than 30 years leading service organizations recognized for high customer satisfaction. He is responsible for EMC Customer Services’ CX programs and strategies, which were recognized by the prestigious Tempkin Customer Experience Excellence, Omega NorthFace ScoreBoard, and Service Center Practice (SCP) awards for demonstrated distinction in customer listening and loyalty programs.

Tom Carneiro has held leadership and management positions in both the clinical laboratory and technical support realms throughout his 22 years of experience. Tom strongly feels this combination drives the momentum towards the goal of best in class customer support and service. His past – and present – achievements have led to positively affecting the customer experience for both internal and external customers. Tom takes pride in knowing that gold level support is always a group effort – inclusive of all areas of the business - and never attributed to a single person. Tom’s latest endeavor is to define a new role created at Diagnostica Stago Inc, The Customer Advocacy Manager.

4:00 pm – 4:45 pm

CASE STUDIES: CEMDNA Playbook Strategies

Moderator:

Bill Bradley



Our panelists describe how their company designed, implemented and assessed the

benefits of their CEM program. They cover what aspect of the customer experience

they tackled first and why, how they “sold it” to all levels of the organization, how it

was rolled out to customers and, most importantly, what the measurable results were. These case studies are traditionally among the most popular SCORE sessions.


Panelists:

Thomas Carneiro

Customer Advocacy Manager

Diagnostica Stago, Inc.

Patricia Laca

Customer Care /CEM Program Manager

Carl Zeiss, Inc.

Brian Gardiner

Vice President, North America Customer Support & Services

Haemonetics Corp.

About the Panelists: Tom Carneiro has held leadership and management positions in both the clinical laboratory and technical support realms throughout his 22 years of experience. Tom strongly feels this combination drives the momentum towards the goal of best in class customer support and service. His past – and present – achievements have led to positively affecting the customer experience for both internal and external customers. Tom takes pride in knowing that gold level support is always a group effort – inclusive of all areas of the business - and never attributed to a single person. Tom’s latest endeavor is to define a new role created at Diagnostica Stago Inc, The Customer Advocacy Manager. Patty Laca is an experienced business professional with 10 years of marketing communications experience and 17 years of business experience including marketing, operations, supply chain, services and support. She currently manages the Customer Experience Program for Carl Zeiss Meditec, which has received recognition for its achievement in providing excellence in customer satisfaction consistently for the last ten years. Additionally, she was Hewlett Packard’s North America Marketing Communications Program Manager for their Networking business, which grew an average of 20% annually during her tenure while also achieving #2 market share within the networking industry. Patty is fluent in Spanish and English and studied International Relations at San Francisco State University with an emphasis in Latin American and Middle Eastern affairs. She resides in California’s northern bay area.

6:30 pm – 8:30 pm


and CEMPROSM

Awards Dinner

The Lighthouse Room at the Seaport Hotel

Omega established The NorthFace ScoreBoard

AwardSM

program in 2000 to recognize organizations

who not only offer exceptional service to their

customers, but who center their very existence on a

deep commitment to exceeding customer expectations.

This is the original industry award based solely on an

organization’s ability to achieve a customer satisfaction rating of 4.0 or higher out of a possible 5.0 score over a 12-month period.

As the only award of its type determined by customer responses, the NorthFace

ScoreBoard AwardSM

is the “Customer Choice Award” for customer service

excellence.

The CEMPRO AwardSM

was established in 2012 to

recognize companies who have met all the

requirements to be CEMPRO-certified organizations for the previous calendar year. CEMPRO certification

demonstrates mastery of best practices and uniform

standards of excellence that apply to implementing

and managing customer satisfaction/loyalty and

employee engagement. In order for an organization to receive the CEMPRO

AwardSM

, at least 90 percent of the company’s customer-facing field service

employees who have completed CEMPRO training must successfully pass the

certification exam.

Omega and CRMI will be hosting the NorthFace ScoreBoardSM

and CEMPROSM

Awards Dinner on Thursday, May 30th

. Once again, we are spotlighting the

achievements of outstanding organizations for their success in exceeding their

customers’ expectations. We welcome guests to this popular, formal business attire

evening with a cocktail reception and hors d’oeuvres, followed by dinner and the

awards ceremony. This event is an opportunity to network with business leaders from the best-in-class in the services business.

CongraCongraCongraCongratulations to the 201tulations to the 201tulations to the 201tulations to the 2012222

NorthFace ScoreBoard AwardSM

Recipients

CEMPRO AwardSM

Recipients

DAY 3: Friday, May 31

9:00 am – 9:50 am

Workshop IV: CEMDNA Playbook Strategy “Boot Camp”

Bill Moore

Director, Employee Engagement

Customer Relationship Management Institute (CRMI)

Today more than ever, you cannot afford to LOSE customers! In this informative and

entertaining “Boot Camp,” you will learn how implementing a Customer Experience

Management (CEM) Strategy as part of your corporate DNA can improve your sales and profits, and your customer retention, by dramatically increasing customer

satisfaction and loyalty. The speakers break down the whole process into 12 essential

building blocks, and also discuss the “BIG4” key components (Acquisition - Retention

- Growth - WinBack) behind a successful CEMDNA Playbook Strategy.

About the Speaker: As the Director of the Customer Relationship Management Institute (CRMI), an affiliate of Omega Management Group Corp., Bill’s duties include the design and delivery of Customer & Employee Loyalty Training and Retention Programs that result in the client’s increasing customer satisfaction, employee retention and profitability. He has presented at many major conferences and conducted hundreds of seminars, workshops and webcasts on customer and employee loyalty.

10:00 am – 10:50 am

Workshop V: Achieving Customer Experience Success: A

Story of a Customer-First Culture

Brad Barker

Prinicpal Business Operations Consultant

EMC Corporation

Customer Experience and Voice of the Customer programs are receiving increased

visibility throughout the industry. We survey, measure, and analyze customer loyalty, relationships, and interactions in hopes of finding the magic bullet of success.

Companies striving to offer exemplary customer service must take their programs to

the next level, closing the loop with their customers through effective listening,

communications, engagement, and action. This session will provide an overview of the

global, award winning customer experience program that has enabled EMC Customer

Services to enhance service delivery and raise customer satisfaction. The audience will

benefit from practical advice and real-world examples, which highlight EMC’s “customer first” service culture in action.

About the Speaker: Brad Barker is a Business Operations Consultant with EMC Corporation’s Customer Services Division. Brad has spent more than 30 years leading service organizations recognized for high customer satisfaction. He is responsible for EMC Customer Services’ CX programs and strategies which were recognized by the prestigious Tempkin Customer Experience Excellence, Omega NorthFace ScoreBoard, and Service Center Practice (SCP) awards for demonstrated distinction in customer listening and loyalty programs.

11:00 am – 11:50 am

Workshop VI: Building an Account Management Strategy

through Segmentation

Sam Klaidman



Many companies have a sales/marketing strategy for acquiring new customers.

Surprisingly, some of these same companies do not have an account management

strategy for retention and growth. This session will discuss how to implement such a

strategy that identifies two of the most critical components. These components include

segmenting accounts by revenue and strategic value and segmenting customer

intelligence data by Decision Maker, Recommender and Influencer. Learn how this approach will lead to higher retention and growth.

About the Speaker: Sam Klaidman, Vice President of Service Strategies at Anthony & Alexander Group, LLC has over 45 years experience in Engineering, R&D and, at the Executive level, in Manufacturing, Consulting and Customer Support. Much of this experience was acquired at multi-national companies. In addition to his broad services background, Sam specializes in the areas of Customer Experience Management, Services Marketing, growing revenues through Value-added Services and retention/growth strategies.

CONFERENCE SPONSORS

The foremost objective of the

Anthony & Alexander Group, LLC (AAG) is to

develop a customer culture that

results in increased customer

retention and increased revenues. Today’s highly competitive

business environment is focused on the customer service industry

and understanding customer loyalty and retention issues that

customer service organizations face requires proven expertise. Our

group of senior service professionals has the experience and

knowledge to cover a wide range issues and industries and draws

on their experience to provide proven solutions to your problems.

For more information, visit

www.omegascoreboard.com/about_aag.php.

Cvent is the global leader in event

management software. Since

1999, we have helped thousands

of organizations to host hundreds

of thousands of events. Along the

way, we've developed additional software tools for event and

meeting planners, marketers and other professionals. Customers in

more than 100 countries now use Cvent software to plan events,

find venues, manage membership data, create mobile apps, send

surveys and develop strategic meetings management programs. For

more information, visit www.cvent.com.

EMC is a global leader in enabling businesses

and service providers to transform their

operations and deliver information technology

as a service (ITaaS). Fundamental to this transformation is cloud

computing. Through innovative products and services, EMC

accelerates the journey to cloud computing, helping IT departments to

store, manage, protect and analyze their most valuable asset —

information — in a more agile, trusted and cost-efficient way. For

more information, visit www.emc.com.

Since 2003, EPIC

Connections has

been providing a

no-cost service assisting clients with their customer contact

initiatives by applying a consultative approach to outsourcing. We

assess a client’s goals and objectives and align them with a best-in-

class contact center outsourcing provider. In addition, EPIC

remains engaged with the client for the duration of the program to

ensure its success. EPIC Connections has more than 175 business

process outsourcing providers in its global network which provides

EPIC with an increased selection and the ability to negotiate more

competitive rates. The EPIC Team takes the guesswork out of

choosing the right customer contact provider. For more

information, visit, www.epicconnect.com.

Evergage is a customer

engagement platform built to

help any web business better

understand and respond to customer behavior. Use Everage to

track, analyze, and score customer engagement and respond

accordingly with data-driven on site messages and personal

outreach. Create a personalized, seamless experience that drive

more leads, converts more sales, and creates happy customers. For

more information, visit www.evergage.com.

InterAction Metrics is a team

of Customer Experience

Analysts. They work with

clients to achieve a proven

customer experience using an emotionally intelligent approach. Proven

means thoroughly measured and optimized. Proven matters because it

is the best way to maximize customer loyalty. InterAction Metrics is

based in Portland, Oregon, and independently owned. Each of their

analysts has passed a series of tests proving their prowess in customer

experience improvement. For more information, visit

www.interactionmetrics.com.

Since 1993, Lands’ End

Business Outfitters (LEBO)

has been the place for businesses

to receive the same quality apparel and gear that launched Lands’ End

thirty years earlier. LEBO is now a leading provider of logo'd apparel

and gear for uniforms, incentives or special events. They outfit

companies of all sizes, from start-ups to established brands, with

quality apparel and gifts. LEBO continues to deliver world-class

embroidery and legendary customer service to the business world.

Services include award-winning embroidery; gift cards to motivate

employees, celebrate milestones and build customer loyalty; a uniform

program to create a team look that fits your brand and the people who

wear it; and business gifts that leave a lasting impression. For more

information, visit www.landsend.com/business.

Support Excellence (SEI) is the

trusted leader in support desk

services. SEI enhances the ability

of their clients to provide excellent

support to their employees and customers. SEI has the technology, the

ITIL focused business practices, the experience, and the skilled staff to

help you deliver technical and admin support in the most professional,

efficient, and cost effective manner. The team members of SEI have

been providing their customers with exceptional support since 1998.

For more information, visit www.supportexcellence.com

At Value and

Pricing Partners, our

specialty is

driving more profitable growth through better pricing. We provide

diagnostic, education and consulting services to enhance sales

effectiveness, stop revenue leaks and reduce customer price

sensitivity. We have worked with leading firms and are adjunct faculty

at the Institute for Study of Business Markets at Penn State and the

Center for Services Leadership at Arizona State. The Journal of

Professional Pricing has published our most recent paper, Pricing

Strategically in the Complexity Avalanche. For more information, visit

www.valueandpricing.com.

CONFERENCE PARTNERS

CRMAdvocate is

the definitive and

most complete

source of information concerning technologies, strategies, and

trends for Customer Relationship Management (CRM), the

customer experience, and contact centers. CRMAdvocate publishes

every business day to keep end-users, system integrators,

consultants, editors, and research analysts current on industry

trends with news, articles, blogs, webinars, events, case studies,

white papers, research, and product information. For more

information, visit www.crmadvocate.com.

CRMXchange is the

premiere destination for

information on call centers

including: best practices,

software products, services, training, and other valuable resources.

CRMXchange has developed unique industry insights into the

business intelligence, professional management and software

programs required for successful operations. Known by our

audience as the “event site,” we are experts in Webcast hosting.

For more information, visit www.crmxchange.com.

Through a combination of

outstanding and cutting-edge

original editorial, industry

voices, in-depth lab reviews and the recognition of the innovative

leaders in management and technology through our highly valued

awards, Customer Magazine strives to continue to be the

publication that holds the quality bar high for the industry. For

more information, visit www.customer.tmcnet.com.

CustomerThink is a global online

community of business leaders striving to

create profitable customer-centric

enterprises. Each month, the site reaches over 200,000 subscribers

and visitors from 200 countries via email, RSS, LinkedIn and

Twitter. CustomerThink currently serves over 80,000 visitors per

month. Our main areas of coverage are Customer Relationship

Management, Customer Experience Management and Social

Business. This is the place to learn about every facet of customer-

centric business management in articles, blogs, interviews, and

news. For more information, visit www.customerthink.com.

The Customer

Experience

Professionals

Association (CXPA) is a global non-profit organization positioned to guide and

enhance the growing field of customer experience management.

CXPA brings together like-minded professionals focused on

advancing the practice of customer experience management and

creating career growth by establishing customer experience

management as a recognized and admired professional discipline.

For more information, visit www.cxpa.org.

The National Association of Service

Managers (NASM) is an organization

dedicated to providing professional

leadership and education to service

executives, while developing their managerial expertise in the

business and organizations that they represent. NASM is the oldest

professional nonprofit association of product service executives in

the United States, founded when service techniques were just

beginning to be highly recognized as a sales and marketing tool.

NASM has three objectives: 1) improve the service industry’s

quality and effectiveness; 2) foster communications and

cooperation among service managers in the industry; and 3) provide

quality educational opportunities directly related to the needs of the

industry. For more information, visit www.nasm.com.

SCORE CONFERENCE 2013

Symposium for Customer Operations and Relationships Exposition May 29-31, 2013; Seaport Hotel, Boston, MA

REGISTER BY: (copy form for each attendee)

MAIL PHONE FAX EMAIL (as attachment) Customer Relationship Management Institute (866) 610-6700 (978) 663-2990 [email protected] 300 Concord Road, Suite 330

Billerica, MA 01821 ONLINE: www.omegascoreboard.com/scorephp

Last Name First Name

Company Title

Street Mail Stop

City State Zip

Tel Fax Email

Registration Fees Price per attendee Enter Fee Three-Day Pass: May 29th-31st (Includes Workshops, Conference & NFSB Award Dinner) Early Bird Discount: $500 off when you register by April 30, 2013 Group Rate: 2 or more attendees from same company. MUST Register by phone

$1,495 Regular Rate $995 Early Bird Discount $795 Group Rate

$

One-Day Pass: May 30th (Includes Conference & NFSB Award Dinner) Early Bird Discount: $200 off when you register by April 30, 2013 Group Rate: 2 or more attendees from same company. MUST Register by phone

$695 Regular Rate $495 Early Bird Discount $395 Group Rate

$

Total due per attendee $

Circle One

Birds-of-a-Feather Networking Reception May 29th

, 5:30 – 7:30 PM Attending Yes / No


and CEMPROSM

Awards Dinner

May 30th

, 6:30 – 8:30 PM Attending Yes / No

Must register to receive complimentary cocktail tickets

Method of Payment (US funds only). Payment must be received by April 30

th to receive Early Bird Discount

Check: Make payable to Customer Relationship Management Institute, and mail with form to: Customer Relationship Management Institute, c/o SCORE Conference Registrar 300 Concord Road, Suite 330; Billerica, MA 01821

$

Company Purchase Order # MasterCard, Visa or

American Express #

Card Number Expiration Date CSC (last 3 digits on back of card, American Express 4 digits on front of card)

Card Holders Name Billing Address (if different from above)

A special thank you to all sponsors, partners and speakers of SCORE Conference 2013.

300 Concord Road, Suite 330

Billerica, MA 01821 Phone: (978) 715-2900

Fax: (978) 663-2990 www.omegascoreboard.com

We’ve helped build Customer Experience Management strategies for some big names…

We could go on, but you get the idea. Especially in today’s tough economy you can’t afford to lose customers. That’s why creating and maintaining loyal customers is the number one priority for best-in class companies in every industry and market. Since 1984, Omega has been a recognized expert in providing customer satisfaction and loyalty management services. We have helped scores of companies increase their sales and profits through increased customer satisfaction and loyalty. Our Customer Experience Management (CEM) strategy helps you define, implement, measure and achieve excellence in every aspect of the customer experience. You follow a strategic plan to maximize sales and marketing effectiveness. We feel that using this approach to increase customer satisfaction is the only way to develop profitable, long-term loyalty. We also know that loyal employees create and keep loyal customers. So we recommend linking employee customer satisfaction ratings with employee incentive compensation programs. Since each is equally important to your business success, they should be mutually rewarding. Don’t let dissatisfied customers sink your business. We can help. Call (800) 711-5196 to learn more about our CEM services and receive your complimentary copy of CEM Strategy Playbook Report.

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