Conference Agenda

CONFERENCE SPEAKER PRESENTATIONS
Tuesday,
April 12, 2022
7:00

Continental Breakfast

8:00

Chairpersons' Welcome & Opening Remarks

Kolby Rath,Manager, Aftermarket Portfolio Deere & Company

Erick Gonzalez,Director, Strategy and Sales Planning Hyundai Capital America

8:10

Across the Divide: Leveraging AI and Analytics to Integrate Warranty and Service Contract Data, Optimize Customer Experience and Reduce Costs

Warranty & service contracts are often seen as two different worlds. However, when it comes to optimizing customer experience and reducing costs, an integrated view pays off. This presentation will highlight AI and analytic techniques applied in real world situations to integrate field data sources, reduce fraud, improve product quality, and enhance customer experience.

David Froning,Portfolio Manager of IOT Solutions, SAS

8:40

The Thermo King Journey of Connected Service Life-cycle Management: A Data-driven Look at Service Contracts and Warranty

Jaimie Wolfert,Claims Management, Manager, Thermo King

Samantha Horton,Sr. Business Analyst,Tavant

9:20

Industry News Flash -- Auto

Eric Arnum,Editor, Warranty Week

Enhancing the Customer Experience – The Power of Data & Tech
9:30

Panel Discussion: The Connected Customer: Evolving Extended Warranty & Service Contract Pricing, Service & Support

Moderator:

Ben Rayas,Director of Program Management Clyde

Panelists

Eric Johnson,Program Director - Zero Distance,GE Appliances

Christopher CostinSenior Director, Global Business DevelopmentAIG

Roshan Pinto,Vice President, Manufacturing Tavant

Julie Messer,Sr. Vice President Hornbeam Insurance Company

10:20

Networking Refreshment Break

Sponsored by

Strategic Solutions Network (SSN), based in Boca Raton, FL, is the parent company of the Medicare Risk Adjustment & Revenue Management Management, Plus Quality and Star Ratings and a series of related conferences.

10:50

Maximizing Your Connected Equipment through Lifecycle Engagement

  • Bundling Extended Warranty, preventative maintenance, and performance optimization to enhance the Customer Experience and loyalty
  • Deploying predicative maintenance to maximize equipment uptime and optimize cost of ownership
  • Growing customer connections across the equipment lifecycle to create recurring revenue
  • Creating System Value- Value beyond the packages

Kolby Rath,Manager, Aftermarket Portfolio Deere & Company

11:20

Designing a Compliant Digital Business

  • Traditional Regulatory Laws applicable to Service Contracts
  • Electronic Signatures, Deliveries and Records
  • Website and Mobile Device Applications Terms and Conditions
  • Americans with Disabilities Act Website Compliance
  • Customer Lead Generation Laws
  • Privacy and Data Security Laws
  • Consumer Contract Automatic Renewal Laws

Brian T. Casey, Esq., Partner & Co-Chair of Regulatory & Transactional Insurance Practice Group, Locke Lord LLP

11:50

Networking Lunch

Industry-Specific Roundtables
12:50

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.

A. Auto
Group Leader:

Jessi Miller,Group Manager, VPP Sales Excellence & Technology, Toyota Financial Services | Lexus Financial Services

B. Electronics & Mobile

Jesse D. WilsonPartnerFrost Brown Todd LLC

C. Home & Appliance Group Leaders:

Brett Worthington,Senior Vice President, Business Development, Frontdoor Home

Eric Johnson,Program Director - Zero Distance,GE Appliances

D. Other Special Markets

Group Leader:

Darius Bullock,Services Business Development Director, Pentair

2:00

Wow Your Existing Customers: How to Create a Positive Customer Experience Across Your Ecosystem

Randy Whitehead,President, National Service Alliance

2:30

Building Customer Awareness Throughout the Service Contract Lifecycle

Any product and service has an emotional peak-end curve, which follows the main milestones of its lifecycle. These milestones can include general awareness, purchase & payment, claiming process, renewals and many others. Such curve can be mapped using Voice of Customer: Where is emotional intensity the highest (product failure?) and where the lowest (ongoing preventative maintenance?). We will focus on customer touch points that you can create during the product lifecycle in order to both minimize negative emotional intensity and raise intensity where it may be lacking (such as robust welcome process). The ultimate goal is to control and improve your milestone processes by continuously obtaining customer feedback and data - not by surveying the before and after, but by validating throughout the lifecycle.

Alex Tumanov,Distribution Manager, Energy & Transportation, Caterpillar Financial Aftermarket Solutions

3:00

Networking Refreshment Break

3:30

Industry News Flash – Mobile & Electronics

Eric Arnum,Editor, Warranty Week

3:40

Making Contact Data Actionable with Active Contact Resolution (ACR)

Aaron Feinberg,Vice President of Operations, Centricity

Legal Regulatory Spotlights
4:10

Service Contract Regulatory & Legislative Update

The session will provide a legislative update on key legislation and regulation from 2021 and insights on what’s happening in 2022.  Ensuring the industry stays abreast of issues affecting protection products will remain paramount to effectively understand key regulatory trends, changing technologies and the emergence of new issues of importance to the industry.  This action-packed session will review these current developments at both the state and federal level and anticipate key issues that are lurking around the corner for the balance of the year.

Aaron Lunt, Insurance Regulatory & Government Relations Consultant, Meenan P.A.

4:40

Technology: A Bridge to B2B

In this session we will discuss how technology can be used as a bridge into the B2B service contract space. We will discuss the implications of being B2B, the line between B2C and B2B, and the structures to consider for such programs.

Jesse D. Wilson, Partner, Frost Brown Todd LLC

5:10

Networking Reception

Wednesday,
April 13, 2022
7:00

Continental Breakfast

8:00

Chairpersons' Remarks

Kolby Rath,Manager, Aftermarket Portfolio Deere & Company

Erick Gonzalez,Director, Strategy and Sales Planning Hyundai Capital America

8:10

Panel Discussion: Technology-enabled Service Excellence – From Sales to Claims

Moderator:

David Froning,Portfolio Manager of IOT SolutionsSAS

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Panelists:

Sidney Lara,Industry PrincipalAquant

Craig Stack,Co-Founder & PresidentTruepic

Marketing & Sales – Tools and Tech to Expand Market Share & Drive Sales
8:40

Industry News Flash – Home & Appliance

Eric Arnum,Editor, Warranty Week

8:50

Integrating Sales Incentives, Dealer Compensation, Finance & Administration Across the OEM

Erick Gonzalez, Director, Strategy and Sales Planning,Hyundai Capital America

9:20

Using Value-Added & On Demand Services to Boost Extended Warranty & Service Contract Sales and Customer Experience

Brett Worthington, Senior Vice President, Business Development,Frontdoor Home

9:50

Networking Refreshment Break

10:20

Sales Strategies That Feed Short-Term Revenue And Long-Term Engagement

At Clyde, we are hyper focused on the moving target that is customer adoption. Acquiring new customers and transforming them into repeat customers, and ultimately, brand evangelists, is why we work so closely with our merchants. Our data driven approach helps us drive attach rates higher for our merchants, while leveraging that success to create meaningful customer value for the long haul.

Ben Rayas,Director, Program Management,Clyde

10:50

What Makes Loyalty Happen? Exploring Subscription Models

Find out how to create customer loyalty through a subscription model that offers the right products, at the right time, at the right price. The goal is to keep the loyal customer for life through an unwavering focus on convenience, speed, and quality.

Kyle Yount,Director of Business Development,Domestic and General

11:20

Merging Home Warranty with On Demand Servicing to Create a Frictionless Customer Experience

As more millennials and Gen Z become homeowners, the need for home care is constantly increasing. The expectations for a frictionless experience is growing, and the new generation of homeowners are less likely to DIY their home care projects. We will discuss how the evolution of home warranty and home care will create a happier homeowner.

Gabi Peles, CEO, puls.com

Data, Analytics and Advanced Technology – Business Strategies to Optimize Costs, Enhance Customer Service & Drive Sales
11:50

Trends in 10: Data & Technology Business Strategies

Chris Penn, Vice President, Client Services, Centricity

12:00

Networking Lunch

1:00

Forecasting During Uncertainty

The presentation will cover the recent impacts of Covid, Chip Shortages, Reduced driving and the impacts of Electric Vehicles.  First, a handful of slides about bad ways to analyze numbers: poor chart scales, misleading analogies. Another handful about recommended methods: Monte Carlo simulations, bootstrapping a forecast, impacts of large losses on the small percentage of EV sales.

Gregory Myers, Executive Managing Director, Beecher Carlson

Erick Gonzalez, Director, Strategy and Sales Planning, Hyundai Capital America

Jeremy Richardson,Senior Vice President, Actuary, Beecher Carlson

1:40

Harnessing Sales/Claims Data to Grow Your Service Contract Business

  • Whether you are a retailer or manufacturer, data is a key component to managing a successful service contract program
  • What are the key data points you should be reviewing and at what frequency
  • How do you take that data and make it actionable
  • How can data help impact the overall customer experience

Chris Penn, Vice President, Client Services, Centricity

2:10

Using Data to Get Better Deals From Your Suppliers

Tracey Eppes, National True Blue Program Manager, Ferguson

Kharl Mena, Vice President of Business Development & Client Services, New Leaf Service Contracts, Inc

2:40

Case Study: Policy Administration & Automation to Better Communicate and Retain Customers

  • Using a modern tech stack to build a best-in-class Policy Administration system
  • Creating strategic flexibility by building modular products into a Policy Administration system
  • Using Policy Administration to better communicate and retain customers

Matan Slagter, Chief Executive Officer, Armadillo

3:10

Close of Conference