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Program Agenda
Learn how to develop a CEM STRATEGY that will leverage your CRM investment.
Best-in-class industry leaders will present new, marketable concepts for customer satisfaction, employee motivation & rewards, incentive-based compensation, customer retention & loyalty-and how all are linked to maximizing your ROI.
Skill-building sessions will promote excellence in developing world-class CEM strategies that will drive your company's bottom line.
View SCORE Conference Brochure
Click here to see our gallery of industry expert speakers.
| DAY 1: WEDNESDAY, MAY 16, 2012 | |
|---|---|
| Pre-Conference Workshops | |
| Time | |
| 8:00 am-1:00 pm | Registration and Breakfast in Conference Area |
| 8:30 am-9:30 am | Workshop I: CEMDNA Playbook Strategy "Boot Camp" |
| 9:45 am-10:45 am | Workshop II: Online Customer Engagement in the Era of the Socially-Empowered Consumer |
| 11:00 am-12:00 pm | Workshop III: From Competitive Benchmarking to Strategic Service Investments |
| 12:00 pm-1:30 pm | Registration and Lunch with Exhibits in Conference Area |
| 1:30 pm-2:30 pm | Workshop IV: Using Enterprise Feedback Management Technology to Retain and Grow Accounts |
| 2:45 pm-3:45 pm | Workshop V: Mining for Gold in the Cloud: Creepy Kills the Canary |
| 4:00 pm-5:00 pm | Workshop VI: The Insight Advantage |
| 5:30 pm-7:30 pm |
Birds-of-a-Feather Networking Reception with Exhibits in Conference Area Book Signings: Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty Bob E. Hayes, Ph.D., President, Business Over Broadway Profitable Technology Services Pricing: A Practical Framework for Increasing Margins by Valuing and Pricing Services Tim Matanovich, President, Value and Pricing Partners, LLC |
| DAY 2: THURSDAY, MAY 17, 2012 | |
|---|---|
| Time | |
| 7:00 am-8:15 am | Registration and Breakfast with Exhibits in Conference Area |
| 8:15 am-8:30 am | Welcome, Opening Remarks |
| 8:30 am-9:30 am | KEYNOTE: Customer Service DNA: Building a World-Class Services Organization |
| 9:30 am-10:15 am | PANEL: View from the Top - CEMDNA Playbook Strategies that Build Customers for Life |
| 10:15 am-10:30 am | Break |
| 10:30 am-11:15 am | PANEL: Managing the Customer Experience: One Experience at a Time |
| 11:15 am-12:00 pm | PANEL: Business Analytics that Drive Customer Loyalty |
| 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 |
| 2:15 pm-3:00 pm | PANEL: Engaging Employees to Drive Loyalty |
| 3:00 pm-3:15 pm | Break |
| 3:15 pm-4:00 pm | KEYNOTE: Communicating to Stakeholders Your CEM Results |
| 4:00 pm-4:45 pm | CASE STUDIES: CEMDNA Playbook Strategy |
| 4:45 pm-5:00 pm | Closing Remarks |
| 6:30 pm-8:30 pm | NorthFace ScoreBoard Award℠ Ceremony - The Lighthouse Room at the Seaport Boston Hotel |
| DAY 3: FRIDAY, MAY 18, 2012 | |
|---|---|
| Pre-Conference Workshops | |
| Time | |
| 8:30 am-9:00am | Continental Breakfast |
| 9:00 am-9:50 am | Workshop VII: Big Data has Big Implications for Customer Experience Management |
| 9:50 am-10:00 am | Break |
| 10:00am-10:50am | Workshop VIII: Serving the Emotile Customer in the Digital World |
| 10:50 am-11:00 am | Break |
| 11:00 am-11:50 am | Workshop IX: Communicating to Stakeholders Using Customer Events |
| 11:50 am | Conference Ends |
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