April 27-29 World Trade Center

Boston, Massachusetts

“Building Customers for Life SM

”

Special Rates:

3 Days = $995 per attendee

(Includes Workshops & Conference)

1 Day = $695 per attendee (Includes Conference ONLY)

CALL NOW 1-800-711-5196 … ask for Denise

- Ask about our virtual SCORE Conference web broadcast for your entire team –

Symposium for Customer Operations & Relationships Exposition

Tim Matanovich President Value and Pricing Partners, LLC

Regina Hancher Director, Customer Experience Philips Healthcare

Ken Brady VP, Services Americas Ciena

Gael Lundeen VP, Customer Experience Pitney Bowes, Inc.

Jim Bampos VP, Customer Quality EMC Corporation

Laurie McGraw Chief Client Officer Allscripts

John Durkin GM – Americas Service Instron Corp.

Anne Struthers Executive Director, MA Office of Business Development

Patrick O’Hara SVP, Customer Experience APAC Customer Services, Inc.

Marilyn Otto VP, Customer Experience Pitney Bowes Business Insight

Kevin Chasey SVP, Field Service & Support Tokyo Electron America, Inc.

Andrew Boyd President Aberdeen Group

SCORE 2011 is a comprehensive conference dedicated to driving your organization’s revenue and profits by implementing the right customer experience management (CEM) strategy that will leverage your CRM investment. Learn from the CRM industry pioneers how to develop a CEM strategy that will leverage your CRM investment. Best-in-class industry leaders will present stimulating new concepts for customer satisfaction, employee motivation, employee rewards, incentive-based compensation, 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.

!!! IN A DOWN ECONOMY – STANDING PAT IS NO OPTION!!!

NorthFace ScoreBoard Award

SM Dinner

April 28, 2011, 6:30 pm - 8:30 pm

“The Original Industry Award Voted Exclusively by Customers”

Produced by: Omega Management Group Corp. – Customer Relationship Management Institute (CRMI) Sponsor Partners: Aberdeen Group – Anthony & Alexander Group, LLC – Attensity – Business Over Broadway – Coveo – GoldMine TeleServices Group, Inc. – ISOdx Solutions – Value and Pricing Partners, LLC – Vovici Corporation Conference Media Sponsors: CCNG – CRMXchange – Customer Interaction Solutions – CustomerThink – National Association of Service Managers (NASM)

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 2011 Dear Colleague: Companies who choose not to continuously exceed their customer’s expectations in these hard times will certainly lose their fair share of customers. We know it is not just possible - it is critical -- to develop a strategy that will retain / grow your customer base, resulting in greater revenue and profits. We also know proven processes exist to accomplish this objective. To help you reach this goal, the SCORE Conference, produced by the pioneers of the CRM industry, explores a process called Customer Experience Management (CEM) strategy. 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 2011. 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 in its 9th year, the SCORE Conference has helped hundreds of companies to develop a customer experience management 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 entertaining program that covers all areas of building a customer experience management 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 2011 will expand your knowledge and awareness of the methods others have used to implement a customer experience management strategy that encompasses both employees and customers. This year we are pleased to have another outstanding group of expert presenters, and have expanded our series of keynote and panel presentations. 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 conferences is the presentation of the Omega NorthFace ScoreBoard Award

SM.

This is the original 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. SCORE Conference 2011 will feature four (4) major components of a CEM strategy. These include CEM Technologies, Business Intelligence, Text Mining, Web surveys, Competitive Analytics, CEM Communication Feedback (on-line communities/customer display information systems/stakeholders report card) and Employee Engagement programs. 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 2011 program and festivities!

John Alexander Maraganis Bill Moore President / CEO Director, Employee Engagement Omega Management Group Corp. Customer Relationship Management Institute (CRMI) P.S. Now more than ever – protect your customer base.

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 2011 is focused on loyalty management and customer operations issues within the customer service marketplace -- and how mastering these disciplines increase revenues and profits. This annual conference is targeted for 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 2011. 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. Birds-of-a-Feather Networking Reception – Wednesday, April 27, 2011 NorthFace ScoreBoard Award

SM Dinner – Thursday, April 28, 2011

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 these exciting networking events. Refreshments and hors d’oeuvres will be served. Then, at the NorthFace ScoreBoard Award

SM ceremony, experience something

truly special as companies from around the world are recognized for achieving world-class excellence in customer service.

Feedback from SCORE Conference 2010 “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 2011 97% said they would recommend SCORE to colleagues

SCORE Conference Registration Information: Use the electronic form at www.omegascoreboard.com to register Register for this event on-line or call: (800) 711-5196 Ask for Denise

Hotel Registration: Hotel accommodations are the responsibility of the registrant. Request a room assignment for SCORE Conference 2011 to take advantage of the special rates.

Special Room Rates: Single/Double occupancy is $239 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 NorthFace ScoreBoard

Award

SM ceremony on April 28th at 6:30 pm. A photo

session will follow from approximately 8:00 pm - 8:30 pm. Discounts: Special Rate Group Rate (3+) Conference Fee 3 Day Pass $995 per attendee $895 per attendee Conference Fee 1 Day Pass $695 per attendee $595 per attendee *MUST register by phone to receive Group Rate 3 or more attendees same company. Call Denise (800) 711-5196.

World Trade Center 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

Take Advantage of Our Exclusive Group Services

Bring your team to SCORE 2011 and you will learn more about Customer Experience Management (CEM) Strategy and its impact on boosting revenue and profits than you ever could by attending the conference alone. Plus, you also will be eligible for our exclusive group services. We’ll book meeting rooms for you, arrange materials, organize coffee or a group luncheon and give you everything you will need to hold a productive on-site team meeting before or after the conference. Contact Denise for more information by calling (800) 711-5196 or via email at desantiago@omegascoreboard.com

SCORE CONFERENCE 2011 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 loyalty management, 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 ScoreBoard Award 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. CRMI has Corporate Members from a range of industries, including computer systems, professional services, software, networking, telecommunications, medical equipment, banking/finance, manufacturing and retail/distribution.

Since 2002, hundreds of service sales, quality and human resource professionals from scores of America’s top companies have benefited from our comprehensive programs. CRMI is a valuable resource to professionals involved in any area of the full spectrum of customer and employee contact, including:

Customer Service Field Service Technical Support Human Resources

Call Center Operations Help Desk Sales & Marketing Professional Services

Register for SCORE 2012 - Special Pricing

Ask about our SCORE On-Demand Webcasts

The SCORE Conference attracts senior management and executive decision makers, which promotes a relaxed, uncrowded 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.

$995

SCORE Conference 2011 World Trade Center Boston

DAY 1: WEDNESDAY, APRIL 27

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 Strategy “Boot Camp” Bill Moore, Director, Employee Engagement; Customer Relationship Management Institute (CRMI) Sam Klaidman, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

9:45 am – 10:45 am

Workshop II: Linking Customer Satisfaction to Revenue Bob E. Hayes Ph.D., President; Business Over Broadway

11:00 am – 12:00 pm

Workshop III: Diagnose IT Problems Before They Can Affect the Quality of the Customer Experience Mike Cush, Chief Technology Officer; ISOdx Solutions

12:00 pm – 1:30 pm Registration and Lunch with Exhibits in Conference Area 1:30 pm – 2:30 pm

Workshop IV: Improve Access to Vital Customer Information with Advances Enterprise Search Capabilities Ed Shepherdson, Managing Director, Customer Information Solutions; Coveo

2:45 pm – 3:45 pm

Workshop V: Pricing Business Services: Getting Paid for Expertise Tim Matanovich, President; Value and Pricing Partners, LLC

4:00 pm – 5:00 pm

Workshop VI: Using Enterprise Feedback Management Technology to Create Customer Intelligence Suzanne Hall, Account Manager; Omega Management Group Corp. Kathy Coughlin-Horvath, Account Manager; Omega Management Group Corp.

5:30 pm – 7:30 pm Birds-of-a-Feather Networking Reception with Exhibits in Conference Area Book Signing Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty Bob E. Hayes Ph.D.

DAY 2: THURSDAY, APRIL 28

Conference Highlights

Customer Experience Management Strategy Case Studies Branding the Customer Experience Time

7:00 am – 8:15 am Registration and Breakfast with Exhibits in Conference Area 8:15 am – 8:30 am Welcome, Opening Remarks - Moderator

Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC 8:30 am – 9:30 am KEYNOTE: How to Take a Fortune 200 Company and Make Satisfaction and Loyalty Matter

Jim Bampos, Vice President, Customer Quality; EMC Corporation 9:30 am – 10:15 am PANEL: Aligning Your CEM Strategy with All Stakeholders

Moderator: Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC Panelists: Ken Brady, Vice President, Services Americas; Ciena Corporation Regina Hancher, Director, Customer Experience; Philips Healthcare Gael Lundeen, Vice President, Customer Experience; Pitney Bowes, Inc.

10:15 am – 10:30 am Break 10:30 am – 11:15 am PANEL: Building Key Account Partnering Strategy from Customer Experience

Moderator: Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC Panelists: Kevin Chasey, Senior Vice President, Field Service & Support; Tokyo Electron America, Inc. Mike Biery, Vice President, Support Services; Kronos Incorporated Noreen Henrich, Vice President, Client Management; SoundBite Communications

11:15 am – 12:00 pm PANEL: CRM/CEM Technologies that Drive Customer Loyalty Moderator: Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC Panelists: Ed Shepherdson, Managing Director, Customer Information Solutions; Coveo

12:00 pm – 1:30 pm Lunch with Exhibits in Conference Area 1:30 pm – 1:35 pm Welcome, Opening Remarks - Moderator

Bob E. Hayes Ph.D., President; Business Over Broadway 1:35 pm – 2:20 pm KEYNOTE: CEM Strategies that Drive Acquisition, Retention, Growth and WinBack

Andrew Boyd, President; Aberdeen Group 2:20 pm – 3:05 pm PANEL: CEM Strategy Powered by Employee Engagement

Moderator: Bob E. Hayes Ph.D., President; Business Over Broadway Panelists: John Durkin, General Manager – Americas Service; Instron Corp. Renee Bochman, Director, Customer Service; Vertica Systems Marilyn Otto, Vice President, Customer Experience; Pitney Bowes Business Insight

3:05 pm – 3:20 pm Break 3:20 pm – 4 :05 pm PANEL: Gaining Competitive Advantage through Customer Intelligence

Moderator: Bob E. Hayes Ph.D., President; Business Over Broadway Panelists: Patrick O’Hara, Senior Vice President, Customer Experience Management; APAC Customer Services, Inc. Rob McCabe, Vice President, CA Global Support; CA Technologies Hal Bloom, Vice President, Market Research; Sage North America

4:05 pm – 4:50 pm PANEL: CEM Strategies: CASE STUDIES Moderator: Bob E. Hayes Ph.D., President; Business Over Broadway Panelists: Laurie McGraw, Chief Client Officer; Allscripts Jim Coleman, Principal Support Analyst; Netezza, an IBM Company

4:50 pm – 5:00 pm

Closing Remarks Bob E. Hayes Ph.D., President; Business Over Broadway

6:30 pm – 8:30 pm NorthFace ScoreBoard AwardSM

Ceremony – The Lighthouse Room at the Seaport Hotel KEYNOTE SPEAKER: Anne Struthers, Executive Director, Massachusetts Office of Business Development

DAY 3: FRIDAY, APRIL 29

Post Conference Workshops

Time 8:30 am – 9:00am Continental Breakfast 9:00 am – 10:30 am

Workshop VII: Account Management – Account Segmentation that Drive Revenue and Profit Dennis L. Gershowitz, Vice President, Service Strategies Practice; Anthony & Alexander Group, LLC

10:30 am – 10:45 am Break 10:45 am – 12:00 pm

Workshop VIII: Competitive Analytics that Drive Customer Loyalty Bob E. Hayes Ph.D., President; Business Over Broadway

12:00 pm Conference Ends

DAY 1: Wednesday, April 27

8:30 am – 9:30 am

Workshop I: CEMDNA Strategy “Boot Camp”

Bill Moore Director, Employee Engagement Customer Relationship Management Institute(CRMI)

Sam Klaidman Vice President, Service Strategies Practice Anthony & Alexander Group, LLC

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 CEM Playbook Strategy. About the Speakers: As the Director of the Customer Relationship Management Institute (CRMI), an affiliated of Omega Management Group Corp., Mr. Moore’s duties include the designing 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. Sam Klaidman, Vice President of Service Strategies at Anthony & Alexander Group, Inc. 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 and growing revenues through Value-added Services. 9:45 am – 10:45 am

Workshop II: Linking Customer Satisfaction to Revenue

Bob E. Hayes Ph.D. President Business Over Broadway

About the Speaker: Dr. Hayes is a recognized expert in Customer Feedback Programs (e.g., VOC programs, customer loyalty programs), and customer satisfaction/loyalty measurement, and author of the books, Beyond the Ultimate Question (2009) and Measuring Customer Satisfaction and Loyalty (2008). He has directed global survey research projects for many enterprise companies including Siebel Systems, Oracle, Sophos and Agilent Technologies. He has managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. He has published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction and loyalty and employee satisfaction. While Dr. Hayes provides consultation and direction to help companies maximize the value of their survey programs, he also is actively engaged in the scientific study of customer satisfaction and loyalty issues, including critical studies of the measurement and meaning of customer loyalty and the identification of customer feedback program best practices.

11:00 am – 12:00 pm

Workshop III: Diagnose IT Problems Before They Can Affect the Quality of the Customer Experience

Mike Cush Chief Technology Officer ISOdx Solutions

Customer support teams supporting hardware and software can easily deal with the growing infrastructure complexity and enjoy quick time to value with ISOdx. Designed to help customer support teams rapidly solve problems, ISOdx instantly pinpoints infrastructure glitches -- reducing the time to problem resolution by up to 92 percent. With such profound time savings realized in problem solving, customer support teams have the potential to perform at unprecedented levels, thereby helping to optimize the customer experience. About the Speaker: Prior to his appointment as ISOdx CTO, Mike Cush served as Vice President of Technical Services for Resource One Computer Systems. He also held positions with Sun Microsystems, Retrobox (now Intechra) and The Ohio State University's Computer and Information Science Department. Mike began leading the development of ISOdx in 2004. He is a graduate of The Ohio State University with a bachelor’s degree in Management Information Systems, and was recognized in Business First's Columbus 40 under 40 in 2000. 1:30 pm – 2:30 pm

Workshop IV: Improve Access to Vital Customer Information with Advanced Enterprise Search Capabilities

Ed Shepherdson Managing Director, Customer Information Solutions Coveo

Coveo's next-generation approach to enterprise search provides a more sophisticated, and yet more agile, way to deploy and customize enterprise search and business solutions to help organizations dynamically access, analyze and leverage information and knowledge. New research conducted earlier this year in partnership with Omega Management Group Corp. showed that a strong enterprise search capability improves agent performance, which in turn has a direct impact on the quality of the customer experience. About the Speaker: Ed Shepherdson is responsible for leading Coveo’s Customer Information Solutions line of business including strategy, solutions development, services, marketing and sales. Shepherdson brings 30 years of experience in the technology industry tot his role. Most recently he was vice president of global customer support with Cognos, now an IBM company, where he spent 18 years in a variety of senior positions. His first-hand experience in running a world class customer support organization, combined with his industry expertise in business intelligence, is helping Coveo continue to innovate, deliver value to customers, and grow its business.

DAY 1: Wednesday, April 27

2:45 pm – 3:45 pm

Workshop V: Pricing Business Services: Getting Paid for Expertise

Tim Matanovich President Value and Pricing Partners, LLC

Pricing services is a real challenge! The value delivery process is complex, key resources are variable day to day, and the value itself may be difficult to quantify. In search of simplicity, managers often use cost based approaches to pricing. The problems with cost based pricing include bloated service offerings, weak value propositions, and ultimately lost profit for service providers. With the growing importance of services and the revenues they contribute, even for traditional product firms, the importance of services pricing is growing as well. For hard goods, value based pricing practices have significantly improved profits for many firms. And a value based pricing approach can create the same kind of profit improvements for service offerings. During this session we will outline a process for implementing value based pricing practices for service offerings. You will learn:

• Why value based pricing is critical for service offerings right now. • How to develop a value based pricing strategy using the “Six Elements of

Profitable Services Pricing.” • The “Four Steps” of a profitable pricing process. • How to avoid the implementation traps that can destroy your services pricing

strategy.

Come prepared to be challenged to rethink your services pricing strategy and create more profitable services About the Speaker: Tim Matanovich is “The Pricing Guy”, a nickname he received because of his persistent commitment to improving business performance through a focus on value and pricing. Tim has been a business leader, speaker and consultant in pricing since 1993, and is currently president of Value and Pricing Partners, LLC. From 2006 – 2008 Tim was Vice President, Strategic Pricing and Value at The TriZetto Group. TriZetto is a $500M growth company, providing IT solutions in healthcare. In his role as Vice President, Tim worked with product management to quantify value and define pricing strategies. He developed incentive programs to reward pricing excellence, demonstrated the cost of undisciplined pricing behaviors and introduced processes and programs that reduced discounting by half. Prior to joining TriZetto, Tim was General Partner at Market Leaders Group LLC, and a Senior Consultant with StratX. In these capacities Tim consulted worldwide to help business leaders increase returns for shareholders and reduce business risk. Among others, Tim has worked with GE, DuPont, Ericsson, PPG, VHA, Hercules and First Data Corporation. Tim’s specialty is pricing and market strategy. He has published over 25 articles on the subjects. Tim has been an adjunct faculty member with the Institute for Study of Business Markets at Penn State, the Center for Services Leadership at Arizona State and at Regis University. He has also spoken at a host of professional conferences in his areas of expertise.To preserve the planet for future generations, Tim contributes 10% of the profits from Value and Pricing Partners, LLC to the Alliance for Climate Protection, founded by former Vice President Al Gore. Tim also serves as Executive Director of the Colorado Fencing Academy, a leading sabre fencing school. Tim received his MBA from the University of Michigan.

4:00 pm – 5:00 pm

Workshop VI: Using Enterprise Feedback Management Solutions to Create Customer Intelligence

Suzanne Hall Account Manager Omega Management Group Corp.

Kathy Coughlin-Horvath Account Manager Omega Management Group Corp.

Omega helps illuminate feedback insight with self-service reporting and analysis to help customers manage enterprise feedback with detailed web-based, enterprise survey reports. The growing number of enterprise surveys sent by businesses each year have reduced response rates and lowered engagement. Learn how to transform customer voice into action by developing feedback to capture, analyze and provide means to take corrective action. Stop surveying and start analyzing utilizing feedback intelligence technology for business. Enterprises can benefit from advanced, web survey design services, sophisticated analysis, and in depth business intelligence reporting. About the Speakers: Suzanne Hall and Kathy Coughlin-Horvath are currently Account Managers, within the Center for Loyalty Research. Their primary responsibility is to manage the day-to-day activities of client’s Customer Advocacy and REtention (CARE) program. They are the single point of contact for all activities related to client CARE program. This approach insures a highly effective implementation of CEM strategy whose objective is increasing levels of satisfaction with client customer base that results in increased customer loyalty. Their responsibilities are for the assurance of on-time delivery of services within budget.

5:30 pm – 7:30 pm

Birds-of-a-Feather Networking Reception

Book Signing Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty Bob E. Hayes Ph.D.

DAY 2: Thursday, April 28

8:30 am – 9:30 am

KEYNOTE: How to Take a Fortune 200 Company and Make Satisfaction and Loyalty Matter

Jim Bampos Vice President, Customer Quality EMC Corporation

About the Speaker: Jim Bampos is Vice President of Customer Quality at EMC. Jim has 20+ years experience in establishing and managing quality, customer loyalty, and process improvement organizations. Jim’s focus has been on providing leadership in quality methodologies, developing the voice of customer models, and leading enterprise organizations in adoption of corporate quality initiatives based on quality and customer requirements. Recently, Jim has championed the development of quality standards, established leading and customer quality metrics programs, developed an industry leading customer loyalty program, and used Six Sigma techniques to drive product and services quality improvements at EMC Corporation. Jim also leads TCE (Total Customer Experience), which is EMC’s company-wide commitment to consistently exceed its customers’ expectations for quality, service, innovation, and interaction.

9:30 am - 10:15 am

PANEL: Aligning Your CEM Strategy with All Stakeholders

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

The concept of customer experience management is generally applied only to actual customers, those who pay you for the products and services you provide. But other groups are key stakeholders as well, including employees, investors, suppliers and partners. In order to maximize revenue and profits, you want to consistently exceed the expectations of every group with whom you interact, don’t limit it to customers. Our panelists share invaluable best practices and lessons learned as they describe how their companies faced this challenge and the benefits they obtained. Panelists:

Ken Brady Vice President, Services Americas Ciena Corporation

Regina Hancher Director, Customer Experience Philips Healthcare

Gael Lundeen Vice President, Customer Experience Pitney Bowes, Inc.

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: Kenneth Brady is currently Senior Director, Regional Services, Enterprise and Government at Ciena Corporation. Prior to assuming his role, Mr. Brady held the position of Facility Security Officer with Ciena Government Solutions, Inc, where he coordinated with Legal and the Defense Security Service in the establishment of Ciena’s government subsidiary. Mr. Brady’s previous roles with the company also include Vice President, Global Program Management, Americas, EMEA and Asia and Vice President, America’s Services and Support. Regina Hancher is the Director of Customer Experience for Philips Healthcare Informatics’ Software Customer Services organization. This group is a 500+ employee organization with the common purpose of delivering superior service. Regina started her career in building user-based experiences by launching the first web site at the Massachusetts Institute of Technology, the online entity of the School of Architecture and Planning. Soon after, Regina became the first Director of Customer Experience at Forrester Research, where she used persona-based data to drive the designs of both the online and offline customer experiences. Just before joining Philips Healthcare informatics in 2008, Regina was the Director of Online Experience at Yankee Group. Regina is a Net Promoter Score Certified Associate, and is actively introducing new NPS initiatives throughout the organization. Gael Lundeen is Vice President of Customer Experience for Pitney Bowes Inc., the $6.1 billion global mailstream technology firm. In her role, she is a change agent for transforming the customer experience across all touch points. 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 to1998, 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.

DAY 2: Thursday, April 28

10:30 am – 11:15 am

PANEL: Building Key Account Partnering Strategy from Customer Experience

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

Retaining your existing customers, and growing with them, is critical to the long term health of any business. And of all your customers, the most important are the small number of key accounts, usually less than 20%, that account for about 80% of your annual revenue. Adopting a new kind of partnering strategy with key accounts can help ensure that you are exceeding service and support expectations of these key accounts. Our panelists share invaluable best practices and lessons learned as they describe how their companies embraced this opportunity and the benefits they obtained. Panelists:

Kevin Chasey Senior Vice President, Field Service & Support Tokyo Electron America

Mike Biery Vice President, Support Services Kronos Incorporated

Noreen Henrich Vice President, Client Management SoundBite Communications

About the Panelists: Kevin Chasey serves as the sr. vice president of Field Service & Support for Tokyo Electron America. In this role, he also manages Environmental Health and Services, Materials, Service Marketing, Training and Documentation. Following a tour duty in the U.S. Navy’s Submarine Force, Kevin joined the Semiconductor Industry at Varian’s Ion Implant Factory in Gloucester MA. After various roles in service management, he switched to a sales position with Tokyo Electron Limited (TEL). Initially supporting a global account on the East Coast, his role quickly expanded to include management of Sales and Service in the Eastern U.S. Kevin’s next assignment was to transfer to TEL’s U.S. Headquarters to lead the Etch Systems Business Unit, followed by a role as the leader of a service consolidation initiative for the 500 field engineers in the US. He has served as an Austin chapter president for the Association of Field Service Management and as a founding advisory board member for the Technology Services Industry Association. Mike Biery has drawn together Kronos’ Customer Support Centers into one cohesive organization. Mike came to Kronos with extensive executive experience in the world of client services from such companies as The Data Group, D&B Software, and Sybase. His depth and breadth of experience has helped Kronos consistently exceed the expectations of their customers. Noreen Henrich is responsible for Client Management at SoundBite Communications overseeing consulting, training and customer support operations. She brings extensive senior management experience in high technology companies, with a strong background in customer relationship management and professional services. Before SoundBite, Noreen served as Regional Vice President, North America Consulting at 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: CRM/CEM Technologies that Drive Customer Loyalty

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

Advances in information technology have made profound contributions to improving the productivity of those of us on the front lines of CEM and CRM strategies and programs. It has never been easier to capture virtually every detail of each customer transaction and use that information to drive customer satisfaction and loyalty. But if not used properly, these technologies can present a bewildering array of analytics, metrics and reports that can confuse rather than enlighten service organizations. Our panel of technology providers describes the key benefits of their solutions and also gives examples of how their products can interact with other CRM/CEM technologies to help optimize productivity while enhancing the customer experience. Panelist:

Ed Shephersdon Managing Director, Customer Information Solutions Coveo

About the Panelist: Ed Shepherdson is responsible for leading Coveo’s Customer Information Solutions line of business including strategy, solutions development, services, marketing and sales. Shepherdson brings 30 years of experience in the technology industry tot his role. Most recently he was vice president of global customer support with Cognos, now an IBM company, where he spent 18 years in a variety of senior positions. His first-hand experience in running a world class customer support organization, combined with his industry expertise in business intelligence, is helping Coveo continue to innovate, deliver value to customers, and grow its business.

DAY 2: Thursday, April 28

1:35 pm – 2:20 pm

KEYNOTE: CEM Strategies that Drive Acquisition, Retention, Growth and WinBack

Andrew Boyd President Aberdeen Group

All Customer Experience Management strategies must contain the BIG4 goals to maximize revenues and profits: Acquisition, Retention, Growth and Win-back. The BIG4 must be integrated to achieve the objective of creating and preserving customers. The speaker describes how companies are able to correlate data that shows customer information (satisfaction, purchase amount, purchase habits, contract termination cause, etc.) in order to achieve the BIG4 goals. The presentation shows that defining and understanding each goal’s components is essential in developing a CEM strategy. Those organizations who manage the cause and effect among the four goals will consistently achieve high loyalty results. About the Speaker: As President, Dr. Andrew Boyd is responsible for executing on the strategic direction of Aberdeen, tactical product and marketing development, as well as supporting day-to-day operations of the organization. Prior to being named President, Boyd was the Chief Research Officer for Aberdeen .Prior to joining Aberdeen, Boyd held a number of senior product, strategy and general management positions at Sage Software where he was responsible for the design, development, launch and marketing of several product-lines in the United States, Europe and Asia. Before joining Sage, Boyd was the Vice President of Technology and Operations for Enews, Inc, an e-commerce subsidiary of Barnes & Noble. While at Enews, Boyd managed and developed the product engineering, project management and database groups, taking the technology organization from a handful to a team of over fifty. Before joining Enews, Boyd cut his teeth in the market research industry designing and managing quantitative and qualitative market research projects. As the Director of Technology Research for The Response Center, a top-fifty market research firm, Boyd built and managed a technology practice focused on the needs of tier-one software and hardware manufacturers. Boyd holds a PhD in Information Systems from City University, London, an MS in Information Systems from Drexel University and has a BBA in Marketing from Temple University. He is a frequent speaker at international industry events and is a regular contributor to both industry and academic publications.

2:20m – 3:05 pm

PANEL: CEM Strategy Powered by Employee Engagement

Bob E. Hayes Ph.D. President Business Over Broadway

Satisfied, loyal employees tend to cultivate those same qualities from customers and other stakeholders with whom they interact. More to the point, customers form a perception of your company based on the knowledge, skills and personality of your employees with whom they interact – not based on your website or other marketing collateral. Our panel talks from direct experience about how to properly engage, motivate and compensate employees to ensure they consistently deliver outstanding customer service and support.

Panelists:

John Durkin General Manager – Americas Service Instron Corp.

Renee Bochman Director, Customer Experience Vertica Systems

Marilyn Otto Vice President, Customer Experience Pitney Bowes Business Insight

About the Moderator: Dr. Hayes is a recognized expert in Customer Feedback Programs (e.g., VOC programs, customer loyalty programs), and customer satisfaction/loyalty measurement, and author of the books, Beyond the Ultimate Question (2009) and Measuring Customer Satisfaction and Loyalty (2008). He has directed global survey research projects for many enterprise companies including Siebel Systems, Oracle, Sophos and Agilent Technologies. He has managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. He has published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction and loyalty and employee satisfaction. While Dr. Hayes provides consultation and direction to help companies maximize the value of their survey programs, he also is actively engaged in the scientific study of customer satisfaction and loyalty issues, including critical studies of the measurement and meaning of customer loyalty and the identification of customer feedback program best practices. About the Panelists: John Durkin is the General Manager for the Americas Service at Instron, a Division of Illinois Tool Works (ITW). He has over 27 years’ experience in the service industry with 19 of those years being in management. He has held positions in the Instron service organization of increasing responsibility over the 27 year starting as a Field Service Engineer moving to management in 1991 as a Regional Service Manager. His career has taken him from Colorado to Michigan finally ending up in Massachusetts as the General Manager covering the Americas. Prior to joining Instron, John spent 6 years in the U.S. Navy serving in the Submarine Service. In his role at Instron, John provides support to the service operations of Instron around the world. He travels to Europe and Asia bringing best practices to areas of the world where service is not thought of as a product that can be charged for. John is responsible for operational leadership, P&L management and strategic direction of a $ 30 MM service operation in the Americas. He is directly accountable for the quality of service delivery by 175-service professionals involved in the support of Instron’s customers. A recent accomplishment has been the implementation of a new Service Management system and the deployment of a mobility solution to improve customer satisfaction and productivity while improving profitability. Marilyn Otto is the VP of Customer Experience, leading the Voice of the Customer Program, as well as overseeing global fulfillment, order entry, OnDemand products. She is a member of the global leadership team, reporting to the COO. Prior to her current role, Otto was Vice President of Operations for 2 years, responsible for managing localization and development practices, and expanding an India offshore organization. Otto served as vice president global data development for six years, managing the global development of demographic and geographic data for the company. Otto played a key role at MapInfo for 19 years serving in various management positions. Prior to joining MapInfo, Otto was the director of product development at Claritas Corporation and a statistician at the Florida Department of Commerce. Otto has been involved with several non-profit organizations as a board member. She was an elected public official serving as a Library Trustee for the Clifton Park-Halfmoon Library for 5 years. Otto holds a BA from SUNY Oswego and a MLS from the School of Library and Information Science, SUNY Albany.

DAY 2: Thursday, April 28

3:20 pm – 4:05 pm

PANEL: Gaining Competitive Advantage through Customer Intelligence

Bob E. Hayes Ph.D. President Business Over Broadway

This topic is a fundamental component of CRM. The more you know about core characteristics of different kinds of customers helps you predict things like purchase decisions, product improvements and new product/service offerings more accurately. But best practices in how to gain competitive advantage through customer intelligence are constantly evolving. Our panel of experts discusses the tools they use, and how they use them, to get ahead of the competition while strengthening their customer relationships. Panelists:

Patrick O’Hara Senior Vice President, Customer Experience ManagementAPAC Customer Services, Inc.

Rob McCabe Vice President, CA Global Support CA Technologies

Hal Bloom Vice President, Market Research Sage North America

About the Panelists: Patrick O’Hara is currently Senior Vice President, Customer Experience Management at APAC Customer Services, Inc., a leading provider of customer care services and solutions to market leaders in healthcare, business services, communications, media & publishing, travel & entertainment, financial services and technology industries. APAC partners with its clients to deliver custom solutions that enhance bottom-line performance. Patrick is responsible leading APAC’s strategic focus on customer experience management to identify and enhance value drivers and concentrate on customer advocacy to improve customer satisfaction and loyalty. Prior to joining APAC, Patrick was the VP of Continuous Improvement at Sage Software where he was responsible for process optimization of North American operations though the effective use of management operating systems, process management and standardized best practices. Patrick’s experience has been gained over an 18 year career in credit management and contact center outsourcing with special focus on process management and optimization, quality and performance management and employee development programs. In leadership roles with leading collections outsourcing companies and with Sears, Roebuck and Co., he has introduced and implemented skill based training and development programs and led a variety of corporate operations staff functions including training, risk management, reporting and analytics, and client relationship management. His teams have led the design and delivery of internal quality and training programs ensuring the execution and measurement of operational practices consistent with well-defined internal and client-driven standards. 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 “Red 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 six years and was most recently the chief of staff reporting to the Corporate Senior Vice President for CA Technologies Global Support and has served as vice president for the delivery of support for five of CA Technologies’s 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. Hal Bloom is the head of the Sage North America market research team responsible for providing strategic direction to the corporation by designing, conducting and analyzing all market research. Hal has over 35 years of domestic and international expertise in all aspects of marketing research, long range strategic planning, new business development and customer loyalty in Fortune 500 companies including Coca-Cola, Pillsbury, Tupperware, and Grey Advertising. Hal has also been a consultant for major advertising agencies, service industries and small businesses and has contributed to national business magazines including the Journal of Advertising Research and online websites such as CustomerThink and KMworld.

4:05 pm – 4:50 pm

PANEL: CEM Strategies: CASE STUDIES

Bob E. Hayes Ph.D. President Business Over Broadway

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:

Laurie McGraw Chief Client Officer Allscripts

Jim Coleman Principal Support Analyst Netezza, an IBM Company

About the Panelists: As Chief Client Officer for Allscripts, Laurie McGraw is responsible for the overall client experience, ensuring that all clients realize and receive expected value from the company’s applications and services. In this role she directs client account planning and account management processes while establishing and building key reference sites that will serve as national showcases. Ms. McGraw has been with Allscripts for ten years. She has led many aspects of the business within Allscripts, most recently as President of Strategic Accounts, including the development of the Allscripts Strategic Account program for the company’s largest clients. Previously, Ms. McGraw led the Enterprise Business Unit for the company. Before joining Allscripts, Ms. McGraw spent ten years with IDX leading implementation and development teams. She held a leadership position within IDX’s internet subsidiary ChannelHealth prior to its sale to Allscripts in 2000. Ms. McGraw holds a Sc.B. with honors in Cognitive Science from Brown University. She currently serves on the Board of Directors for TechAmerica as well as TechAmerica’s Public Sector Board. As a passionate outdoor enthusiast, Ms. McGraw also serves on the Yellowstone National Park Advisory Board. She has been a member of the Malcolm Baldrige Award Examiners since 2004. Jim Coleman is the Principal Support Analyst at Netezza, an IBM company, where he developed and maintains the Netezza Operations Metrics Scorecard and analyzes and reports on customer issues, support costs, CSAT and loyalty data, benchmarking, and quality trends. Jim has been a leader at Netezza for integrating advanced technologies to optimize customer support delivery. Prior to Netezza, Jim worked at Digital, Compaq, and HP where he led teams that resolved critical customer and technical problems, program managed the 1st ever 64bit large memory qualification, and introduced and pioneered the use of Highly Accelerated Life Testing (HALT) and Highly Accelerated Stress Screening (HASS) to resolve major quality problems and optimize the AlphaServer development, qualification, manufacturing, and support repair processes.

DAY 2: Thursday, April 28

6:30 pm – 8:30 pm NorthFace ScoreBoard AwardSM

Ceremony – The Lighthouse Room at the Seaport Hotel

Anne Struthers Executive Director, Massachusetts Office of Business Development

Massachusetts Economy Alive and Growing – learn what Massachusetts is doing to help businesses thrive across the Commonwealth utilizing best practice, customer experience solutions. Hear how the Administration’s multi-pronged economic development plan, combined with providing Government at the speed of business, has contributed to Massachusetts coming out of the recession faster and stronger than any other State – and what that means to job retention and growth going forward. About the Speaker: The Massachusetts Office of Business Development is committed to promoting job growth, retaining existing jobs and stimulating private investment within the Commonwealth. Anne Struthers has extensive experience in building and leading business development initiatives. Prior to joining the Massachusetts Office of Business Development, she served as SVP and director at Sovereign Bank, where she launched and managed the Health Savings Accounts Sales and Service Division. She has held senior positions at many of Boston’s major banks and has also worked in Silicon Valley and Washington DC, providing innovative solutions for businesses with international payments and collections. Anne is a member and former director of the Treasury Management Association of New England (TMANE) and a member of the national Association of Financial Professionals (AFP). She also serves on the Economic Advisory Coordinating Council, the Emerging Technology Fund Advisory Committee and the Massachusetts Marketing Partnership Board.

Omega established The NorthFace ScoreBoard Award 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 Award is the “Customer Choice Award” for customer service excellence. The honorable mention category is recognition of those organizations who have achieved a minimum of 3.8 and a maximum of 3.9 customer satisfaction rating. These organizations have delivered superior service and have committed to achieving exceptional service status as a corporate goal. Omega and CRMI will be hosting the NorthFace ScoreBoard Award Reception and Dinner on Thursday, April 28th. 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 around the world and the best-in-class in the services business. Special seating priority is given to recipients and honorable mention candidates.

Special Offer for Those NOT Attending SCORE Conference – Limited Seating Available Tickets are $295 per person for individuals who are NOT ATTENDING the SCORE Conference. We encourage you to share in the excitement of the awards and host a table for your business associates, friends, colleagues, clients, and vendors. The cost to host a table of eight individuals who are not

registered for the SCORE Conference is $2,200 – unbeatable for an unparalleled event that you don’t want to miss. Call today to reserve you place. Contact Denise Santiago at 1-800-711-5196, and make your plans to join us for an exciting night of excellent food and recognition for recipients of the NorthFace ScoreBoard Award and honorable mention candidates.

Congratulations to the 2010 NorthFace ScoreBoard AwardSM

Recipients

DAY 3: Friday, April 29

9:00 am – 10:30 am

Workshop VII: Account Management – Account Segmentation that Drive Revenue and Profit

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

10:45 am – 12:00 pm

Workshop VIII: Competitive Analytics that Drive Customer Loyalty

Bob E. Hayes Ph.D. President Business Over Broadway

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 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

Massachusetts Economy Alive and Growing Learn what Massachusetts is doing to attract new business and assist in expanding existing business.

SPONSOR PARTNERS Aberdeen conducts primary research studies from a pool of over 500,000 panel participants. The

results of each research survey are indexed and tabulated using a proprietary analytical framework which provides a solid basis for deriving fact-based analysis and findings. Aberdeen's research provides specific insight by industry sector, company size, and geography, as well as by job role, business process and technology. For more information, visit www.aberdeen.com.

The foremost objective of the Anthony & Alexander Group 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 and www.anthonyandalexander.com.

Attensity helps the world’s leading brands leverage customer conversations as a business asset. Using Attensity’s integrated suite of

customer analytics and response applications, organizations can tap the wealth of data stored in both internal and online sources, and use that information to improve the customer experience with their brands. For more information, visit www.attensity.com.

Business Over Broadway (B.O.B.) is dedicated to helping companies gain superior customer insight to make customer-centric business decisions. We know you have a big investment in your customer feedback programs. We maximize the value of those programs by extracting information from the resulting data. We work with our clients to develop a rigorous research program that will help them in making customer-centric business decisions. We know that understanding customer loyalty requires more than asking a single, ultimate question. Business Over Broadway is a strategic partner of Anthony & Alexander, LLC. For more information, visit www.businessoverbroadway.com.

Coveo Customer Information Access Solutions for technology companies speed issue-resolution, monitor customer relationships and reduce costs through advanced enterprise search technology,

providing access to customer and product information stored cross-enterprise—without moving data from native systems and repositories. Coveo Solutions improve efficiencies for Customer Contact Centers, improve customer satisfaction through improved Customer Self-Service and provide managers and executives with actionable insight via Customer 360 views. For more information, visit www.coveo.com.

The GoldMine TeleServices Group supports two key areas of revenue growth; lead

generation and service contract renewals. Our Telemarketing Outsourcing Program (TOPS) services include developing qualified leads, providing list cleansing, profiling databases, web casting services and general tele-awareness for your company’s products and services. The benefit of a shorter sales cycle allows our customers to focus on closing business. Our Revenue Optimizations and Retention (ROAR) program includes selling service contract renewals, converting warranties, subscription renewals as well as reactivating lapsed service agreements. For more information, visit www.goldmineteleservices.com.

ISOdx is an IT platform for companies supporting hardware and software. ISOdx reduces support time by up to 92 percent—captures, documents and compares

"moments in time" before failures occur—and rapidly determines root cause of IT problems. Winner of the TSIA Recognized Innovator Award, ISOdx implementation takes less than a day and ROI is immediate. Companies can move away from firefighting and be proactive, efficient and more strategic in their approach to managing work. For more information, visit www.isodxsolutions.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.

Vovici Corporation is the leading provider of Enterprise Feedback Management (EFM), providing online survey software, survey templates, analytics expertise and research services to decision makers in

the enterprise, research and government markets. Organizations worldwide, including more than half of the Fortune 500, rely on Vovici to help them better identify employee satisfaction, market research and customer satisfaction, and act on that information in order to create long-term relationships, increase profitability and facilitate time-critical actions that drive business results. For more information, visit www.vovici.com.

CONFERENCE MEDIA SPONSORS The CCNG network connects contact center organizations to share information. Through the network the people who lead and run contact

centers have the ability to share insights, ideas, and best practices between peers and top professionals. Our members know that by participating in the network their companies and organizations can develop more effective ways to improve performance and deliver excellent customer service. For more information, visit www.ccng.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.

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. 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 Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. For more information, visit www.cismag.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. 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. Want to dig deeper? CustomerThink also offers thought leadership content with white papers, reports and recorded webcasts in our premium content library. We also conduct live webinars throughout the year. Register for the weekly Advisor newsletter to get updates on our best content. For more information, visit www.customerthink.com.

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 2011: Symposium for Customer Operations and Relationships Exposition

April 27-29, 2011; World Trade Center, Boston, MA

REGISTER BY: (Copy form for each attendee) MAIL FAX PHONE EMAIL (as attachment) Customer Relationship Management Institute (978) 663-2990 (866) 610-6700 desantiago@omegascoreboard.com 300 Concord Road, Suite 330 Billerica, MA 01821 ONLINE: www.omegascoreboard.com and www.crmirewards.com

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: April 27th-29th (Includes Workshops, Conference & NFSB Award Dinner) Group Rate: 3 or more attendees from same company $895. MUST Register by phone

$995 Special Rate $895 Group Rate

$

One-Day Pass: April 28th (Includes Conference & NFSB Award Dinner) Group Rate: 3 or more attendees from same company $595. MUST Register by phone

$695 Special Rate $595 Group Rate

$

Total due per attendee $

Circle One Birds of a Feather Networking Reception April 27th, 5:30 – 7:30 PM Attending Yes / No

NorthFace ScoreBoard AwardSM Dinner April 28th, 6:30 – 8:30 PM Attending Yes / No

Must register to receive complimentary cocktail tickets

Method of Payment (US funds only).

$ 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

Value and Pricing Partners

Company Purchase Order #

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There is no company like yours. Omega CEM advisors un-derstand that. You have your own set of goals, values and relationships that make your company unique. That is why your Omega CEM advisor listens closely to you and will assist in developing a long-term CEM strategy that is de-signed to adapt to your challenges, as well as changes in your market. Omega CEM advisors enjoy a culture of independ-ence with the complete freedom to give unbiased and tai-lored CEM advise. By building a one-on-one relationship with you and your customers, your advisor crafts a custom-ized long-term CEM Playbook Strategy designed to keep your company on track and help you reach the summit.

To learn how your company can join this elite group, call 800-711-5196 today

Ask for NorthFace ScoreBoard Audit Coordinator

Companies who say they try to satisfy their customers:

1,000,000

Companies who occasionally meet their expectations:

500,000

Companies who occasionally exceed their expectations:

100,000

NorthFace ScoreBoard Award Recipients:

26 6

2000

17

2001 2002

37

2003

30 36

2004

34

2005 2006

27

2007

23

2008

25

2009

Consistently Exceed Expectations

(50%)

(10%)

Omega Management Group Corp. 300 Concord Road, Suite 330 Billerica, MA 01821 Tel.: (978) 715-2900 / Fax: (978) 663-2990

The few, the proud...the NorthFace ScoreBoard Award Recipients

To climb Mt. Everest requires experience sherpa advisors

22

2010

and

300 Concord Road, Suite 330 Billerica, MA 01821 Phone: (978) 715-2900 Fax: (978) 663-2990 www.omegascoreboard.com