SCORE 2009

SCORE 2009 Virtual Conference!

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Omega’s seventh annual Symposium for Customer Operations and Relationship Exposition – SCORE 2009 – took place on April 14-16 at the spacious Seaport World Trade Center on Boston’s historic waterfront.

SCORE 2009 is the industry’s only annual event focused on boosting revenue and profits by implementing Customer Experience Management (CEM) strategy principles. CRM industry pioneers and best-in-class industry leaders presented stimulating new concepts for customer satisfaction, retention and loyalty plus employee motivation and incentive-based compensation -- and how all are linked to increased revenues and profits.

As always, organizations that have implemented “world class” CEM strategy programs talked about their experiences in the popular hands-on case study sessions.

The highlight of SCORE 2009 was the formal presentation of the prestigious NorthFace ScoreBoard Award^SM to those companies who, as voted by their own customers, exceeded expectations for excellence in customer service and support during the prior calendar year.

9-Time NorthFace Award Winners-- Four companies were recognized for earning the award for the ninth consecutive year -- every year the NorthFace ScoreBoard Award has been given. Pictured (left to right) are: Mike Biery, VP client service, Kronos Incorporated; John Maraganis, Omega founder, president & CEO; NorthFace ScoreBoard Award Keynote Speaker Greg Bialecki, secretary, the Executive office of Housing & Economic Development for the Commonwealth of Massachusetts; Greg Johnson, manager of customer service, Haemonetics Corp.; and John Guerin, national service director, JEOL USA, Inc. A representative from Hologic, Inc., the fourth nine-time award recipient, is not pictured.

(Clockwise from top): Featured speakers included Greg North, Fidelity Investments; and Greg Bialecki, Commonwealth of Massachusetts. Taking a break from the busy SCORE schedule are ( below, left to right): Dennis Gershowitz, Day Two moderator and VP, field service operations, Anthony & Alexander Group; Steve Yuhasz, director, field service & technical application, Lutron; Matthew Lovil, supervisor, customer advocacy, Abbott Medical Optics; Patrice Lee, customer experience manager, Abbott Medical Optics; Sid Banerjee, CEO & founder, Clarabridge; and Kathy Coughlin-Horvath, account manager; Omega.

(Below): Attendees benefited from presentations covering a wide range of topics, including CEM best practices and business intelligence technology and processes.

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