Agenda

Continental Breakfast

Sponsored by:

Chairperson’s Welcome & Opening Remarks

Panel Discussion: Monitoring Performance and Customer Experience for Extended Warranties and Service Contracts in the Inflationary Environment

Moderator:

Panelists:

Cross-Functional, Data Driven Supply Chain Strategies: Assessing Risk & Ensuring Resilience – from New Product Development to Customer Care

Having a resilient supply chain does not happen without the presence of a strategy, which engages across all key functions in the organization.  (Procurement, Finance, Engineering, Manufacturing, Transportation and Logistics, Product Management, Materials Management, Quality, Human Resources)

Risk presents itself in many forms, most of which have been with us since the beginning of trade -- for example, weather events, geopolitical risk (conflicts/wars, trade barriers), financial risk, raw material shortages, and one we have experienced most recently - health of the workforce – availability of labor.

At the origin of the strategy is dealing with your existing supply base:

• Monitoring key data to determine the existence of risk
• Development of mitigation plans to eliminate that risk
• Assessing financial metrics and performance metrics such as on time delivery and lead time
• On site supplier audits to highlight any systemic weaknesses
• Understanding the supplier’s capacity and ability to grow with your company as you grow
• Monitoring the health of tooling and equipment used to manufacture components/products

Industry News Flash: Auto

Networking Refreshment Break

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Legal/Regulatory Spotlight: What’s Happening Where – What You Must Know to Ensure Compliance

This session will focus on recent legislative changes and trends at both the state and federal level.  An overview of service contract regulation will be provided and lead into a discussion of specific issues.  Topics include automatic renewal bills, FTC proposed rule on dealers, FTC proposed rule on junk fees, and data privacy.  Updates on pending legislation and future trends will also be discussed.

How Better Customer Care Delivers Strategic Gains

Many warranty programs still focus on risk aversion, higher profits and play up to consumer fears - not customer value, It's a tactic that won't be successful for much longer because the winning play is all about taking care of customers. Hear how brands have shifted their mindset for better business results.

Moderator:

Networking Lunch

Industry-Specific Roundtable Discussion Groups

Join one of these small group, highly interactive discussions to get your questions answered on the spot, generate innovative ideas and hear from your industry colleagues.

1. Auto
Group Leader:

Gloria Ham, Sr. Manager of Voluntary Protection Products,Toyota Financial Services

2. Electronics & Mobile

Alison Parr SVP ,Consumer Durables + ElectronicsRegistria

3. Home & Appliance
Group Leader:

Alan S. Meek, Member,Frost Brown Todd LLP

4. Other Special Markets
Group Leader:

Taj Mian, Global Business Development Manager,Domestic and General

Panel Discussion: Customer Centric New Product Innovations

Moderator:

Panelists:

Networking Refreshment Break

Sponsored by:

Exploring Electric Vehicle Extended Warranty Design: How Parts, Maintenance & Service Differ from Internal Combustion Engines

The Research & Development of Electric Vehicles (EV) as well as Manufacturing commitments by all major brands (and several new ones) have grown exponentially. How do the parts, maintenance and service needs differ from Internal Combustion Engines (ICE) and what programs can be designed to protect the vehicle and customer? This session will cover these topics and discuss strategies for addressing battery degradation, chargers (home, remote), rental cars + roadside assistance.

Industry News Flash: Mobile & Electronics

Inquiry or Investigation – Knowing How to Respond to a Government Agency

This session will offer a behind the scenes perspective of real life case studies involving communications from state regulators. We will look at key indicators that when missed led to an escalation of the matter into an investigation. The objective is to equip attendees to make better initial responses in order to minimize negative outcomes when communicating with regulators and others

Creating Loyal Customers Through Subscription Models

The presentation will highlight how to create customer loyalty through a subscription model.  We will focus on how we create loyalty through offering the right products, at the right time, at the right price.  We will show how to keep loyal customers for life through our unwavering focus on convenience, speed, and quality.

Networking Reception

Continental Breakfast

Chairperson’s Remarks

Traps for the Unwary: Laws/Regulations You Didn’t Know Affect Service Contracts Businesses

Disruptive Technology Innovations – Moving Beyond Digitization

• Case examples of solutions for all stages of your journey
• How implementing new technology impacts your business processes
• Thinking out of the box to reinvent business processes through technology solutions

Alex D’Aoust, Chief Technology Officer, Vectorsolv

Industry News Flash: Home & Appliance

Driving Faster Issue Detection and Root Cause Analysis through Telematics and Field Data Insights

Discover the power of telematics and field data in identifying issues earlier and accelerating root cause analysis. We will explore how telematics, customer feedback, claims data, and service records can be utilized to provide valuable insights into product and service performance. Learn how machine learning and advanced analytics can be used to analyze large volumes of data and uncover patterns that may not be apparent through traditional analysis methods. Attend this session to improve your organization's product and service quality, reduce costs, and enhance customer satisfaction.

Networking Refreshment Break

Claims Technology for Adjudicating Effectively While Improving Customer Satisfaction

This session will cover using technology to set up claims, dispatch claims, order parts and resolve customer escalations. Historically, warranty providers utilized call centers to adjudicate claims and maintain customer satisfaction. Through use of automation and AI, companies can get more cost effective claims handling with improved customer experience.

Establishing a Dedicated Innovation Team in the Vehicle Service Contract Space: Lessons to Help in Any New Venture

In this session, the speakers will discuss lessons learned while setting up a dedicated Innovation function in the Vehicle Service Contract space. Topics will include how to effectively stay up to date with industry changes, gaining leadership buy-in for innovation,  and what to consider while building team dynamics. The session will also address how to engage with the broader organization, including the importance of establishing a vision-mission. Attendees will leave with a guidebook of what to consider as you buildout a new function in uncharted territory, as well as an awareness of common pitfalls to avoid.

Close of Conference