Omega Blog

SCORE Conference 2015 Highlights

Posted on 08 June, 2015

SCORE Conference 2015

SCORE Conference 2015, the industry forum on customer experience management (CEM) best practices, once again showcased leading experts in service and marketing who spoke on topics ranging from service strategy and competitive analytics to voice of the employee programs and multichannel strategies to improve the customer experience. Taking place on May 20-22 at the Seaport World Trade Center in Boston, SCORE attracted nearly 100 professionals seeking information on CEM strategies and new CRM technologies. Most businesses do not understand that customers–not products and services–are the source of all revenue and profits. That is where SCORE has become recognized for its focus on CEM and helping organizations learn how to retain and grow their customer base.

Celebrating its 13th Anniversary, the SCORE Conference has helped hundreds of companies develop a CEM strategy that includes customer relationship training for employees and establishing best practices in customer service operations. The SCORE Conference expands your knowledge and awareness of the methods others have used to implement a CEM strategy that encompasses both employees and customers. This year, we were pleased to have another outstanding group of expert presenters from leading companies that included Bullhorn, CA Technologies, CallMiner, Crimson Hexagon, HubSpot, Metalogix Software, Oracle and Rapid7. Attendees left the conference buzzing with new ideas and techniques that they will be able to immediately implement within their organizations.

The three-day event included intensive workshops, inspirational keynote presentations, engaging panel sessions and case studies that covered all areas of building a CEM strategy and managing customer operations more productively. Workshops included “Getting Your Service Strategy Right” (Service Strategies Corporation), in which attendees learned how a services-focused business strategy can take your organization to the next level of performance and “Using Customer Interaction Analytics to Strengthen Your Customer Surveys” (CallMiner), which focused on how you can trend your customer impressions/sentiment—and not just the very satisfied or very dissatisfied—identifying their changing needs to better serve them.

With two young CEOs giving the keynote presentations on May 21, audience members were particularly enlightened. Art Papas from Bullhorn, the CRM and recruiting software company for service-based industries, was forthcoming in his story about growing his business so fast that he lost sight of his customers and providing the best service possible. He was heartfelt in discussing one client in particular whom he almost lost, but regained by refocusing on the customer and their needs. Then Corey Thomas from IT security and data analytics company, Rapid7, spoke candidly about how he has created a culture to support the company’s mission of providing meaningful customer partnerships. His goal was to form a business that values customers as much as building sales. This may seem logical in the Age of the Customer, but many businesses often neglect their customers in the pursuit of growth, as exemplified in Art Papas’ story.

There were also ample opportunities for attendees to network with colleagues and peers, including the Awards Dinner on the final evening. This occasion recognized over 30 companies who were recipients of our two customer service awards. The NorthFace ScoreBoard (NFSB) Award 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. Due to its customer-only vote criteria, the NFSB Award has been viewed from its inception in 2000 as the benchmark for recognizing excellence in customer service. The CEMPRO Award was established in 2012 to recognize companies whose customer-facing groups have met all the requirements to become certified CEM professionals (CEMPRO). CEMPRO certification demonstrates mastery of best practices and uniform standards of excellence that apply to implementing and managing customer satisfaction, customer loyalty, employee engagement, and customer experience strategies.

The way we serve and interact with customers will continue to evolve as technology and buying behaviors change. The SCORE Conference will be back in 2016 to ensure that CX professionals are staying on top of industry trends and new CRM tools to help support successful CEM strategies.