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2008 Exhibitor Sponsor Information

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2008 Program Information

The Starbucks Way - Creating the Total Customer Experience   Joseph Michelli, Author of The Starbucks Experience

Customer-Centricity: Movement or Myth?
Dick Lee, Author, Consultant and Educator

Corporate Family Essentials
Brian Darocha, The Corporate Family Man

Conference Schedule

Monday, March 3, 2008
2:00 – 7:30 P.M. (Registration Open)

Monday March 3, 3:00 – 6:00 P.M.
Early Bird Workshop: Creating Corporate Families –
The Essentials You Need to Know!
Additional $125 fee applies
Brian Darocha, The Corporate Family Man

Dysfunctional work teams create challenges in all businesses, and managers struggle to motivate these groups and increase performance. But the realities of the modern mercurial workforce often leave businesses with teams that are even less committed than before. Managers and leaders frequently ask themselves – How can I make my team more productive while solving interpersonal issues that take away from my daily focus? Darocha’s solution goes beyond teams and creates Corporate Families – work teams that are cooperative, accountable and excited to come to work. Experience shows that such Families impress customers with a higher level of service, have lower turnover and help to improve profits. Come learn about Corporate Families, see how they affect the bottom line, and discover a new “language” that will help you to build a more cohesive and successful organization.

6:30 – 7:30 P.M.
Registration and 
Welcome Reception (Spouses and Guests Welcome)

Tuesday, March 4, 2008

7:30 – 8:15 A.M.
Registration Opens

Continental Breakfast
Sponsored by Robert E. Nolan Co.

8:15 – 10:15 A.M.
Welcome and General Session
Robert A. Kerzner, CLU, ChFC, President and Chief Executive Officer, LL Global

The Hartford and Customer Service Excellence
Jane Wolak, Vice President, Retail Product Services, US Wealth Management Service and Technology, Hartford Life Inc.

Hartford Life is recognized both within and beyond the insurance industry as a leader in customer service, and the company has received numerous awards for its service excellence. Wolak will describe the culture of The Hartford’s service area and illustrate the tremendous returns they have received from their investment in and commitment to providing top-tier service excellence.

Customer-Centricity: Movement or Myth?
Dick Lee, Author, Consultant and Educator

The workplace is rapidly changing. Business strategies, technologies and processes all look radically different than they did just 10 years ago. But even more important, customers are changing. They’re much more empowered – or supposedly so.

There is debate, however, about whether these changes are real, and are we obligated to become more customer-centric as a result? Lee’s presentation will explore these and other change-related issues to help you arrive at your own answers.

Dick Lee was a pioneer of the relationship marketing movement starting his customer-centric work in corporate sales in the late 1970s and progressing through field sales and call center process management, database marketing and strategic planning roles. He recently co-authored the research report, Customers Say What Companies Don’t Want To Hear. He also wrote The Sales Automation Survival Guide, which gave the CRM movement a major shove in a strategic direction, and followed up with the industry best-seller, The Customer Relationship Management Survival Guide, which broke more new ground by linking CRM to fundamental economic changes years before these changes were widely recognized.

10:15 – 10:30 A.M.
Networking Refreshment Break

10:30 – 11:30 A.M.
Concurrent Sessions (Select One)

1.1
Developing a Customer-Centric Organization – How Does It All Begin?
Alan Braybrooks, Senior Manager, Financial Services, BearingPoint Management &
Technology Consultants

External regulatory requirements and internal needs are pushing insurance companies to be more customer-centric. Carriers also seek more effective ways to drive new business and retain and grow existing customer relationships. Solutions are often complex and involve multiple business units and operational areas. But where does the process begin? Braybrooks will share commonly followed steps for building a business case and gaining momentum to develop a customer-centric organization.

1.2
Consumers Like Personalized Service!
Jamie Bisker, Global Insurance Industry Leader, IBM

A new survey by IBM shows that three-quarters of consumers are very satisfied with the service provided by their insurance agents and remain committed to working with them in the future. This is in light of increased competition from direct-only insurance carriers. Obviously, the human element matters, and U.S. consumers want personalized service. Bisker will discuss the survey results and give an overview of technologies that carriers provide to help agents foster relationships and deliver more personalized customer service.

11:30 A.M. – 1:00 P.M.
Luncheon honoring new PCS designees  

1:00 – 2:00 P.M.
Concurrent Sessions (Select One)

2.1
People First, Last, Always
Stacey Henderson, Life Contact Center Department Manager, American National
Insurance Company

Service professionals often need to be reminded to make people their first priority in order to achieve and maintain first-class service delivery. Come hear Henderson go beyond the common practices and discuss other ways to reinforce important service skills. Learn how to leverage e-mail training, bulletins, motivational reminders, celebrations, service themes, and acknowledgements.

2.2
Blending Insurance and Banking: Centering on Customer Needs
Sam Radwan, Novantas, Managing Director, Novantas
Larry Ziegler, Vice President, Head of Financial Cards, State Farm

Product suites have expanded in the insurance industry, but to make the most of the opportunity, carriers and agents must also expand their understanding of customer needs. This session will explore progressive concepts and practices in cross-selling banking services. Also, Ziegler will discuss how State Farm is implementing these concepts.

2.3
Service to Agents and Agent Portals
Jeff Goldberg, Senior Analyst, Celent Communications

Agent and policyholder portals are vital tools in the 21st century and give agents the ability to provide quality service to customers. With agent portal deployment now essentially ubiquitous, they are no longer a competitive advantage, but rather an expected utility and a cost of doing business. This session will feature an overview of agent portals, the trends in IT budgets and portal adoption rates, and will describe how portals are being employed not only to provide better service but also to cut cycle time and reduce errors

2:00 – 2:15 P.M.
Networking Refreshment Break

2:15 – 3:15 P.M.
Concurrent Sessions (Select One)

3.1
Creating a Call Center: A Straightforward Approach
Steve Callahan, ChFC, CLU, FFSI, FLHC, FLMI/M, Practice Development Director
and Senior Consultant, Robert E. Nolan Company
Kirsten Kaczor, Services Team Manager, Life Operations, American Family Life
Insurance Company

Learn how American Family Insurance designed and implemented a Greenfield call center operation using existing skills, technologists and resources in less than 12 weeks! The presentation describes how companies running multiple or disparate call centers can consolidate, organize, and develop efficient and effective service functions. Come hear how this challenge was tackled at American Family and learn of the tangible results received.

3.2
Mind the Gap! Managing the Differences Between Generations in a Service Center
Ruth Mitman, Ph.D., Special Consultant, LIMRA International

Four generations of customers; four generations of employees. Different values; different expectations. How do you manage it all to provide top tier service and satisfy your customers? Mitman will provide an overview of the attitudes and expectations of the generations and give insight on how to avoid age-related stereotypes that can cause communication breakdowns. You will learn how to best serve customers of all ages and manage the generational differences in your service center.

3.3
Serving Your Customers...Legally
Patrick J. Hatfield, Partner, Locke Lord Bissell & Liddell LLP

It is becoming increasingly difficult for insurance companies to reach their goal of making the delivery of customer service simpler for the customer. Among the most frequently cited reasons for not adopting an e-sign process are legal and compliance concerns. This session will provide insight to help you design and implement an e-sign process to satisfy those concerns as you work to serve your customer, efficiently, and effectively – within the law.

3:15 – 3:30 P.M.
Networking Refreshment Break
Sponsored by Accent

3:30 – 4:30 P.M.
Concurrent Sessions (Select One)

4.1
Respecting Your Customers - If You Don’t Someone Else Will
Terry Golesworthy, President, Customer Respect Group

The Web sites of insurance providers are evolving to become more integrated and consumer-centric. The goal is to move beyond being mere lead generation vehicles for agent and broker networks and provide the functionality consumers need. Golesworthy will apply his firm’s techniques and evaluation criteria to describe how insurance industry Web sites are progressing and succeeding from an online customer’s perspective. He will also note the areas that still need improvement.

4.2
Structured for Success: Latin American Success Stories
Tonatiuh Gutiérrez Ramírez, Director Operations and Service, Grupo Nacional Provincial
Carlos Feijóo Saborit, Director de Desarrollo de Mercados y Proyectos de
Transformación (Director of Market Development and Strategic Project
Transformation), Seguros ING – ING Mexico

Grupo Nacional and ING are among the most successful insurance and financial services companies in Latin America having developed efficient back office and call center operations that offer quality service to agents and policyholders. The result has been a growth in both sales and retention of existing customers! Saborit and Ramírez will describe how they transformed their operations, and you will leave with ideas that will help your firm excel!

4.3
Outsourcing: Leverage for Success
John Albanese, CLU, ChFC, Vice President, Computer Sciences Corporation
Patrick West, FLMI, CLU, ChFC, Assistant Vice President, Protective Life Insurance Company

Insurance providers are realizing the benefits of Business Process Outsourcing (BPO) agreements which achieve cost reductions, the efficient leveraging of scale and increases in customer service standards. This session will provide an overview of the outsourcing process from the insurance company’s perspective.  Discussed will be the decision to outsource, implementation, establishing cultural alignment and the ongoing management of the business and BPO partnership.

5:00 – 6:30 P.M.
Reception
(Spouses and guests are welcome.)

Wednesday, March 5, 2008

7:30 – 8:30 A.M.
Continental Breakfast

8:30 – 9:30 A.M.
General Session

The Starbucks Way - Creating the Total Customer experience
Joseph Michelli, Ph.D., Author of The Starbucks Experience

While most people see Starbucks as a coffee company that serves people, its success is based on the inverse. It is a people company serving coffee. In this keynote session, Dr. Michelli shows frontline workers and business leaders how to “stage” and perform on their brand’s promise. He analyzes the importance of identifying a desired emotional connection with the customer. Further, Dr. Michelli helps participants see the important distinction between “good” and “bad” profit.

Joseph A. Michelli, Ph.D., is an organizational psychologist and business consultant who has been described as “catching what is right in the world and playfully sparking people and businesses to grow toward the extraordinary.” In addition to writing best-selling books about enduring business principles, he hosts an award-winning daily radio program in Colorado Springs, Colorado. Dr. Michelli’s most recent book, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, has consistently achieved best-seller status on many lists. He is also the author of When Fish Fly: Lessons for Creating a Vital and Energized Workplace, which was co-authored with the owner of the world-famous Pike Place Fish Market in Seattle.

9:30 – 9:45 A.M.
Networking Refreshment Break

9:45 – 10:45 A.M.
Concurrent Sessions (Select One)

5.1
Online Service - Learn from the Best of the Best
Becky Bestul, Director, Web Site Solutions, Thrivent Financial for Lutherans
Lisa Lent, Self Service Channel Director, FSO Centralized Services, Thrivent Financial for Lutherans  
Terry Golesworthy, President, Customer Respect Group

Thrivent Financial achieved an “Excellent” rating from the international research and consulting firm The Customer Respect Group based on the outstanding experience provided to a customer interacting via the Internet. Join us and learn from the best as Bestul, Lent and Golesworthy share the keys to success in developing excellent consumer-friendly Web sites.

5.2
Home Alone - The Trend Towards Virtual Workers
Barbara LoRusso, Ph.D., ACS, Manager, Human Resources Solutions, LOMA
Jay Fleming, RFG, VP of Operations and Chief Operating Officer, Hartford Customer Services Group, The Hartford  
Tom Lake, Customer Experience Leader, MetLife

The trend of utilizing virtual workers is growing rapidly. But not every employee or every job is a good candidate for telecommuting. LoRusso will examine some of the attributes to consider when evaluating an employee to become a virtual worker. Fleming and Lake will share their experience with the practice of having employees home alone.

10:45 – 11:00 A.M.
Networking Refreshment Break

11:00 A.M. – 12:00 P.M.
Concurrent Sessions (Select One)

6.1
Make Your Call Center Smarter with Analytics!
David Schrader, Ph.D., Teradata Corporation

This fast-paced talk highlights the best practices of ten companies who have adopted the principles of advanced analytics to make their call centers smarter. Come hear an explanation of the concepts of these tools, focusing on how frontline employees can take advantage of lessons learned from the data. The five kinds of call center improvements that are possible with analytics will be discussed, and then the discussion will review ten companies that use specific analytic tools to improve the precision, timeliness, and relevance of call center dialogues.

6.2
e-Signatures for the 21st Century
Tom Fischer, National Sales Manager, Interlink Electronics

An electronic signature can take many forms and most of us use them in everyday life.  It can be simpler than signing your name on the dotted line - such as saying “yes” over the phone. This session will provide an overview of electronic signatures and how they are being utilized in the insurance industry.  Fischer will share insight into how the insurance industry is employing e-signatures to fully leverage electronic forms presentation, processing and enhance the customer experience.

12:00 P.M.
Conference Adjourned

The Royal Pacific Resort at Universal Studios 6300 Hollywood Way Orlando, Florida 32819 Phone: (407) 503-3000 Phone: 1-800-BEASTAR (232-7827) Fax: (407) 503-3010 Reservations: 866-360-7395.
Mention LOMA to receive the discount group rate. Group rate: $205 single or double, plus 12.5% tax. Additional person in the room is $25.00 per night, plus tax. Discounted conference registration and hotel reservation cutoff date is February 8, 2008.

 
Registration Information

By February 8, 2008
LOMA Member: $895
LIMRA Member*: $1,110
Non-Member: $1,325
PCS designees: $795
Early Bird Workshop, Add $125

After February 8, 2008
Member: $995
LIMRA Member*: $1,210
Non-Member: $1,425
PCS designees: $895
Early Bird Workshop, Add $125

*Price for members of LIMRA International who are not also members of LOMA.

Thank You to Our 2008 Sponsors and Exhibitors!

	ACCENT is an international provider of integrated marketing solutions.  We partner with world-class companies to help them acquire, support, retain, and grow their customers at every stage in the customer lifecycle. ACCENT offers an integrated suite of customer care, data modeling, direct marketing, and fulfillment solutions.
	CSC leads the industry in helping insurers reach their business goals by providing a single source for technology that addresses every facet of the insurance enterprise. Our comprehensive portfolio of function-rich software and integrated solutions is designed to help you achieve competitive differentiation and stay ahead of emerging trends in the areas of new business/underwriting, claims, business process management, customer service, distribution, product development, policy administration and more. Visit www.csc.com/lifeannuity
	Fiserv delivers integrated solutions that span the entire insurance value chain including e-app and point of sale solutions, automated underwriting and case management, end-to-end policy and claims administration, business process management, and a comprehensive suite of regulatory compliance solutions.
	IBM and Genesys provide innovative customer service solutions that reduce customer service costs and create competitive advantage.  Genesys is the leader in software for real-time intelligent routing, proactive notification, management reporting and integration of web/email/phone.  IBM adds services expertise, software and server infrastructure to provide a complete and reliable solution.
	The Robert E. Nolan Company is an operations and technology consulting firm specializing in the insurance industry. For 35 years, we have helped companies redesign processes and apply technology to improve service, quality, productivity, and costs.  Please visit www.renolan.com to view original articles, case studies, and industry research.
	Nuance is the leader in speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact and how they create, share and use documents. Every day, millions of users experience Nuance’s proven applications and services.
	Hyland Software is a leading provider of document management solutions to the insurance industry. Hyland develops OnBase, enterprise-class software that combines the full spectrum of document management technologies in a single, web-enabled application. OnBase Insurance Solutions enable organizations to reduce costs and streamline processes associated with new business, underwriting, claims and customer service, as well as general business office functions.
	Top Down Systems is the developer of Client Letter®, a single comprehensive correspondence and document automation solution that enables organizations to manage their document lifecycle of customer communications through intelligent document creation, production, delivery and storage.  We enable organizations to improve customer service, increase productivity, and reduce production costs. www.topdownsystems.com

Theme Park Discount Ticket Purchase

We are happy to provide you, your family and guests with the chance to purchase exclusive discount tickets to both Universal Studios Florida and Islands of Adventure theme parks!  Click on this link to purchase your tickets to the Universal Orlando^® Resort! 

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Refund Policy
LOMA requires all cancellations or refund requests be received in writing. These requests carry a $75.00 U.S. administrative charge. Full refunds minus the administrative fee will be granted on written requests received no later than three business days before the meeting start date. No refunds will be granted if the request is received within three business days of the meeting. If for any reason a meeting is cancelled, LOMA will refund the total registration fee. However, LOMA will not be responsible for any travel, hotel accommodations or other costs incurred.

2008 Exhibitor Sponsor Information

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

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