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Omega’s eighth annual Symposium for
Customer Operations and Relationship
Exposition – SCORE 2010 – took place
on April 28-29 at the spacious
Seaport World Trade Center on
Boston’s historic waterfront.
SCORE 2010 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 2010 was the
formal presentation of the
prestigious
NorthFace ScoreBoard AwardSM
to those companies who, as voted by
their own customers, exceeded
expectations for excellence in
customer service and support during
the prior calendar year.
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Ten-time NorthFace
ScoreBoard Award
Winners--Three companies
were recognized for earning
the award every year since
its inception in 2000. They
are Haemonetics, JEOL USA
and Kronos Incorporated.
(Above) Michael Biery
(right) of Kronos accepts
the award from (left) George
Ramirez, EVP Operations,
MassDevelopment and
NorthFace ScoreBoard Award
keynote speaker; and John
Maraganis, president &
founder of Omega.
Moderator Dennis Gershowitz,
VP service strategies,
Anthony & Alexander Group;
introduces his panelists on
the topic, "Aligning Your
Customer Service Objectives
with the Executive Suite."
Panelists were (l-r)
Michael Biery, VP
support services, Kronos
Incorporated; Michael
Calderwood, VP customer
loyalty, Pitney Bowes; and
Gregory North, SVP customer
quality, Fidelity
Investments.
Angelo Rago, division VP of
the Global Equipment Group
of Abbott Medical Optics,
Inc., gave the opening SCORE
2010 presentation, "Building
a CEM Strategy that Drives
Revenue and Profits."
SCORE 2010 provided ample
opportunities for social
networking and discussion of
the conference
presentations.
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