The 2010 LOMA Customer Service Conference
June 2–4, 2010
Disney Yacht and Beach Club, Orlando, Florida
  

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Now, More than Ever...
The Information You Need to Improve the Customer Experience!

Information on the 2010 conference will be posted throughout the winter and spring of 2010. If you would like to receive marketing information on the 2010 conference, please click here.

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If you would like to submit a topic proposal, or if you would like to speak at the 2010 Customer Service Conference, please let us know by contacting us here.

Quick Reference

Meeting Overview

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Sponsor and Exhibitor Information

Hotel Information

Registration Information

View 2009 Conference Attendee List (PDF)

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Exhibitor and Sponsor Opportunities are available by clicking here.

Conference Overview 

Program Information

Wednesday, June 2, 2010

3:00–6:00 P.M.

Registration

4:30–5:30 P.M.

Early Bird Workshops

EB 1 High Impact Professional Development: Gaining Competitive Advantage with Custom Learning

Cindy Henry, FLMI, FFSI, ALHC, PAHM, ACS

Learning Solutions Consultant, LOMA Member Solutions LOMA is pleased to offer you a NEW benefit of membership! Our education and training experts are now able to partner with your company to develop custom learning and development plans! We’ll work with you to create a strategy that reflects your company’s unique needs and business model. Attend this session to learn more about our processes and what we can do for you.

EB 2 Virtual Worker System: Managing Today’s Remote Employees

Ernie Brescia, Senior Consultant, Instructional Design & Technology, LIMRA Assessment Solutions Group

Quick! Name the specific skills that managers need when hiring and supervising remote workers. Do you know what they are? And do you know how to overcome the challenges of maintaining high levels of engagement, inclusion, and visibility for those employees located off site?

Don’t miss this overview of the expertise needed by today’s manager of virtual employees. We’ll review LOMA’s Managing in a Virtual World training curriculum and also discuss the LIMRA/LOMA Virtual Worker Assessment, a tool that helps managers select and develop virtual employees.

6:00–7:00 P. M.

Welcome Reception

(Spouses and Guests Welcome)

Thursday, June 3, 2010

7:00–8:00 A.M.

Continental Breakfast and Registration

Sponsored by R.E. Nolan

8:00–10:00 A.M.

Welcome and General Session

Earn the Rave: Five Decisions that Earn Devoted Customers and Business Prosperity

Jeanne Bliss, president of CustomerBLISS, will discuss her latest book, “I Love You More Than My Dog:” Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad. The decisions your company makes tell others who you are and what you value as an organization. Customers can pierce your marketing to understand your true brand, based on your ongoing decisions. To build customer loyalty — in fact, to go beyond that and win your customers’ love — you need to make five decisions that Bliss has identified as hallmarks of beloved companies. Her two years of research led to these five decisions that will help you create “financial prosperity and human prosperity” for your business.

Jeanne Bliss is not an evangelist or observer of companies. She’s been inside them for twenty-five years, arm wrestling them on behalf of their customers! As “Chief Customer Zealot” for five large U.S. market leaders, including Lands’ End and Allstate, Jeanne’s fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer experience.

10:00–10:30 A.M.

Networking Break

Sponsored by Genpact

10:30–11:45 A.M.

Concurrent Sessions (Select One)

1.1 The Market Power of Service Differentiation

Steve Discher, Executive Vice President, Robert E. Nolan Company

Jackie Morales, Senior Vice President, Annuity Operations, AXA Equitable Life

The distinction between financial services products has blurred, and companies now find it difficult to differentiate themselves on product or price. For many carriers, the most effective competitive advantage is… you guessed it: differentiated customer service. When you attend this session, you’ll hear how   insurers are:

• Defining differentiated service strategies

• Segmenting customer expectations and service capabilities

• Prioritizing short-term and long-term differentiation objectives

• Identifying technologies that enable the support and delivery of differentiated service

1.2 Changing the Customer Experience from the Ground Up

Robert J. Nicholls, Head of Concierge Customer Service Operations, Aetna

Aetna has created a service model that attempts to set a new standard in customer care: a health concierge. This approach is designed to help members easily manage their benefits plan while receiving guidance to achieve better health outcomes. The concierge service model delivers a simplified, integrated, and high-touch member service experience. Join us as we examine this service and see how it was developed by creating a vision of what the service experience should be… and building it from the ground up.

11:45 A.M.–1:00 P.M.

Lunch

1:00–2:15 P.M.

Concurrent Sessions (Select One)

2.1 Social Networking: Challenging “Business as Usual”

Becky Bestul,Director, Web Site Solutions, Thrivent Financial for Lutherans

Linda Hovick, Senior Manager, Web Site Solutions, Thrivent Financial for Lutherans

Todd A. Silverhart, Ph.D., Corporate Vice President and Director, Technology in Marketing and Distribution Research, LIMRA

Learn how one Fortune 500 organization has used social networking and online community with its members for nearly 15 years. What are they doing, how are they doing it, and how do they measure results? Hear the challenges and rewards and how they are integrating with new social media sites such as Facebook and Twitter.

2.2 The Journey to Change, from Transition to Transformation

Randall Duffield, Manager, Deloitte Consulting LLP

Contact center quick fixes aimed at reducing costs and improving productivity often leave the customer out of the equation. These short-sighted Transition Plans typically focus only on the bottom line.

A broader, more value-based option is the Transformation Plan that focuses on the customer, too, and offers a strategic, value-based, long-term plan aimed at delivering a better customer experience. Our speaker will discuss the benefits of a Contact Center Transformation Plan and how it can deliver significantly greater value in terms of hard dollar savings, revenue potential, and improved customer satisfaction.

2.3 E-Business and Self-Service Models… Is this the New Normal?

Paul McLean, Vice President, Policyholder Service, The Prudential Insurance Company of America

While life insurance lags other industries in self-service offerings and use, changing customer preferences and market expectations have put this at the top of many companies’ strategic project lists. Take an in-depth look at the growing trend of e-business and self-service models that have become the acceptable and preferred customer method of doing business.

2:15–2:30 P.M.

Networking Break

Sponsored by Softek

2:30–3:30 P.M.

Concurrent Sessions (Select One)

3.1 Technology and the Science of Customer Retention

Matthew Josefowicz, Director, Insurance, NOVARICA

Technology plays a huge role in insurers’ customer retention strategies. Not only is nearly every customer interaction mediated or enabled by technology, but new advances in data capture and mining also make it possible to know more than ever about actual customer experiences and to correlate that knowledge with retention and profitability. This session will present an overview of the role that technology plays in customer retention strategies. Our speaker will highlight real-world examples from social media, customer self-service, contact center optimization, and the newest frontiers of data mining in the insurance industry.

PROGRAM 2010 LOMA Customer Service Conference

Friday, June 4, 2010

7:30–8:30 A.M.

Continental Breakfast

8:30–9:30 A.M.

General Session

Retaining High Caliber Employees

Dianne Durkin, President and Founder of Loyalty Factor

What are the best innovative, cost-effective ways to retain your top employees? This presentation will look at innovative programs employed by companies to create an engaging and invigorating work

environment for their employee base. The presentation will include:

• Communication strategies for monitoring _ the employee pulse

• Developing programs for every stage of life

• Community service as a development tool

• Managing your flexible workforce

Dianne Durkin is the president and founder of Loyalty Factor, a consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. She is also author of “The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand.”

Many describe Durkin as a visionary thinker with a rare combination of creativity and a strong business sense who takes abstract ideas and turns them into reality. She quickly gets to the core issues within a company and outlines their impact on the organization and its profits, productivity and people.

9:30–9:45 A.M.

Break

9:45–10:45 A.M.

Concurrent Sessions (Select One)

4.1 Growing Revenue through Improvements in Customer Service

Mike Fitzgerald, Senior Analyst, Celent

Brian Wert, AVP, The Phoenix Companies

What are companies doing to increase premiums through improvements in customer service? Our speaker from Celent will discuss a survey of customer service professionals that identifies which customer-focused initiatives are helping to grow the top line. Also, our speaker from The Phoenix Companies will detail their approach that has increased customer satisfaction by improving both the efficiency and effectiveness of their customer service representatives.

3.2 The Top Five Reasons Why Customers Tune Out Insurers

Jon Picoult, Founder, Watermark Consulting

In today’s PDA-enabled, Twitter-obsessed, e-mail-barraged, 500-TVchannel world, it can be tough for any business to capture consumers’ attention. But the climb can be especially steep for insurers. In this presentation, you’ll learn why customers are apt to ignore their insurers – and the messages they’re trying to communicate. You’ll also discover how you can change this dynamic so that when you talk, your

policyholders listen!

3.3 Ensuring Exceptional Customer Experiences at Every Touch Point

Anna Convery, Chief Marketing Officer, ClickFox

Kathy Liu, Project Manager, BlueCross Blue Shield of Michigan

What are the most critical issues impacting the customer experience, and what is driving up operational costs? Learn how to ensure exceptional customer experiences by getting a 360-degree view of how customers behave within and across various contact channels, including Web, call center and IVR applications. You will learn to:

• Identify processes and issues preventing customers from successfully completing self-service tasks

• Understand root causes of repeat contacts to dramatically improve first contact resolution

• Analyze channel-to-channel transfers to reduce customer effort

Also discussed will be the limitations of traditional analytics and business intelligence approaches, and why many companies are missing out on huge opportunities to impact their customers.

3:30–3:45 P.M.

Networking Break

3:45–4:45 P.M.

General Session

Disney’s Approach to Business Excellence

This high-energy Disney Institute session will focus on driving peak performance, top-box satisfaction results, and bottom-line results. You will learn the five most powerful lessons in business – inspiring creativity, leadership excellence, people management, quality service, and brand loyalty – which are the links in Disney’s renowned “Chain of Excellence.” Together, these lessons forge an enduring bond between inspired leaders, motivated employees, and satisfied customers that drives financial results and sustains years of repeat business.

4.2 Proactive Service Strategies to Build and Retain Customer Loyalty and Value

Scott Helgeson, Director, Individual Policy Services, Minnesota Life Insurance Company

Traditionally, most life insurance carriers support a reactive-only service model, where interactions between the policy owner and the carrier are initiated by the policy owner. Very few reach out and communicate with customers, outside of what is required by law or insurance regulations.

A LOMA service committee has drafted a white paper listing potential proactive services which can be implemented to increase policyholder satisfaction, loyalty, and long-term retention. Join this interactive session to hear about these services and the successes achieved. We hope you’ll be willing to share some of your successful proactive service strategies, too!

10:45–11:00 A.M.

Networking Break

11:00 A.M.–12:00 P.M.

Concurrent Sessions (Select One)

5.1 Can You Afford Not To Know What Your Customer is Thinking? Using Text Analytics Technology to Better Understand Customer Sentiment

David Bean, Chief Technology Officer, Attensity Group

Financial services companies capture, store and analyze vast amounts of structured customer data. But this data often does not tell the full story. Unstructured text from social media forums, call centers, and customer surveys provides key insight on customer sentiment. When structured and unstructured texts are combined, companies can get a comprehensive picture of what customers are thinking.

Come learn how text analytics solutions are enabling financial companies to clearly hear their customer’s voice. Also, attendees will hear a case study on how a customer, Allstate, uses text analytics technology to understand customer sentiment, leading to better customer relationships, and, ultimately, better business.

5.2 Looking Outside In: New Customer Experience Research Reveals What Customers Want from Your Service

Ryan Pellet, Vice President, Global Business Units, Convergys

Much can be learned about how people want to be treated and what they expect if we simply listen to their point of view. Join this review of Convergys’ 2010 research study on the customer experience. You will learn:

• What customers rank as the most important criteria of outstanding service and where service providers are missing the mark

• What service channels are most and least preferred and how these preferences have changed over the past several years

• The impact of the generational divide and social media on delivering outstanding service

• How to transform your service delivery model and align with what is important to those you serve

Noon

Conference Adjourned

Registration Information
Early Registration Deadline is May 3, 2010 

Register by May 3, 2010:  

• LOMA Member: $945

• LIMRA Member: $1,180

• PCS Designee: $845

• Non-Member: $1,415

Register After May 3, 2010:

• LOMA Member: $1,045

• LIMRA Member: $1,280

• PCS Designee: $945

• Non-Member: $1,515

Disney Yacht and Beach Club Special Room Rate:  $189 Early Registration Cutoff date is May 3, 2010

Room rate is $189 plus applicable sales and resort taxes, currently 12 ½%. Individual room reservations must be confirmed and guaranteed by the attendee with a deposit of one night’s room revenue (plus applicable taxes). Cancellations can be made with at least three days' notice prior to arrival.  Group reservations telephone number is (407) 934-3372.

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Refund Policy
All cancellations and refund requests must be received in writing. These requests carry a $100.00 U.S. administrative charge. Full refunds minus the administrative fee will be granted on written requests received no later than May 18, 2010.  No refunds will be granted if the request is received within ten business days of the meeting. If for any reason a meeting is cancelled, the LOMA will refund the total registration fee. However, LOMA will not be responsible for any travel, hotel accommodations or other costs incurred. Cancellation requests should be submitted to meetings@loma.org.

Exhibit and sponsor opportunities are available!  Please contact us by clicking here.
  

Thank You To Our Sponsors and Exhibitors

	ClickFox is the defining leader of customer experience analytics (CEA) software and solutions.  ClickFox’s unique Customer Experience Analytics (CEA) solution delivers a single, powerful view of the total customer experience across and within all communication channels, providing deep and actionable insight for better decision making and significant return on investment (ROI).
	Genpact helps insurers improve business effectiveness and customer retention by providing innovative, outcome based solutions delivered through our mature global delivery model.  Our end-to-end, enterprise view of the client’s organization allows us to go directly to the heart of process management and deliver effective improvement year over year. Our capabilities span all aspects of the insurance value chain from distribution, claims through finance and accounting.  www.genpact.com/insurance
	Robert E. Nolan Company is an operations and technology consulting firm specializing in the insurance industry. For over 35 years, Nolan has helped insurance companies improve service, quality, productivity, and costs through process innovation and effective use of technology. Please visit www.renolan.com/index to view original articles, case studies, and industry reports.

Sponsor and Exhibit Opportunities 

Click here to view our sponsor and exhibitor opportunities or 

Click here to view our sponsor and exhibitor contract.

For More Information
Call 770-984-6446
E-mail insops@loma.org 

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