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2017 Customer Experience Conference

Hitting the Mark...Every Time

March 29, 2017 – March 31, 2017
Red Rock Casino Resort & Spa – Las Vegas, Nevada


12:00 pm - 5:00 pm


1:00 pm - 5:00 pm

Bonus Zappos Experience Tour!

Register for the pre-conference Zappos Tour Experience!

Join us for a tour of their  fabulous new corporate headquarters in Downtown Las Vegas, Nevada to learn about the Zappos Family culture.

The  Zappos Tour Experience is a 90-minute glimpse into the Zappos culture. This tour does not dive into business related specifics of the company, but it does give an inside look into their everyday work life on campus. If you're looking to see what all of the talk is about, this is the tour for you.

This excursion offers a glimpse into the Zappos culture and a walk in a Zapponian's shoes. Say hello to some of their amazing culture-filled departments, such as HR and their Customer Loyalty Team (customer service).

There will also be other Zapponians, and maybe a special guest appearance here or there, to meet along the way as well!

There will be two (2)  tours on March 29, 2017. 1:00 start time and 3:00pm start time. Each tour is limited to 25 attendees, so sign up early. (Register for the tour when you register for the conference.)    

Cost $50.00 (includes admission and round trip transportation from the hotel).

A Valid Government-Issued ID: All guests 18+ are required to complete the guest check-in process which includes showing a valid government-issued ID. Bring your identification with you. You CANNOT tour without a valid ID.


5:30 pm - 7:00 pm

Reception - Sponsored by Intellect SEEC

7:00 am - 4:00 pm


7:00 am - 8:00 am

Continental Breakfast with Exhibitors

8:00 am - 9:30 am

General Session: Driven to Delight

Joseph Michelli, Ph.D., C.S.P. Internationally sought-after speaker, author, and organizational consultant

Michelli is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

For a deep look at the wealth of information Michelli will bring to our event, visit his web page at www.josephmichelli.com and take a look at his YouTube Channel.


9:30 am - 9:45 am

Networking Refreshment Break

9:45 am - 10:45 am

Concurrent Sessions 1.1 – 1.4
1.1 Rethinking Customer Experience: It’s what all the cool kids are doing!
Traci Perrelli, Head of Life Products at Intellect SEEC
Don’t miss this session that will be filled with exercises, group activities, and even a few games to help you understand what makes a good customer experience. Traci will bring firsthand experience along with a new knowledge of what is expected from customers in this age of digital empowerment and on-demand service.
1.2 The First Year of your Customer Experience Journey. Building a Strong Foundation.
Mary Christensen, Leader- Member Experience, Thrivent

Come hear about the first year of Thrivent Financials’ customer experience journey—what it took to gain leadership support, how they identified real customer needs, determined capability gaps, built a customer-focused culture, and how they’re developing roadmaps for execution.

If you’re just starting to focus on your customer experience, this session will help you understand what to expect.  

1.3 Mutual Trust Life Insurance Takes an Important Key Step to Improve the Customer Experience
Kathy Biwer FLMI, FFSI, ASRI, AIRC, ARA, ACS, AAPA, Vice President of Application Development, Mutual Trust Life Insurance Company

Lori Gelter, Director, Customer and Partner Relationships, Cincom Document Solutions
Join us to learn how MTL Insurance made the decision to upgrade both its PAS and CCM technologies. Hear how they rallied the organization around modernizing both solutions at the same time. Discover how they approached the implementations, the lessons they learned, the benefits they realized, and where they are going next.
1.4 Call Center and Customer Service Efficiency… How to Handle Emotionally-Charged Interactions
Tom Larkin, President and CEO, Communico, Ltd.

Join us for this revelation of a proven approach for handling difficult interactions in a way that strengthens customer loyalty and decreases employee stress. Research shows there is an impressive relational and financial return from emotionally engaging customers with empathetic listeners. Session takeaways include:

  • Learn best practices for defusing challenging customers
  • Explore types of emotionally charged situations and how to turn them around
  • Discover the four levels of listening and their impact on relationships
  • Increase your confidence in responding appropriately to challenging situations

We’ll use specific challenges from the audience and engage interactively.


10:45 am - 11:00 am

Networking Break

11:00 am - 12:00 pm

Concurrent Sessions 2.1–2.4
2.1: Separating Yourself from the Competition in Customer Service

Karen Monk, Analyst, North America Life, Annuity, Health, Celent

Colleen Risk, Analyst, North America Life, Annuity, Health, Celent

New tools exist that can increase the quality of customer interactions and deepen customer relationships. We rely on technology more and more to enable customer service and enhance the customer experience. Celent will discuss the outcome of a recent survey of life insurance carriers regarding current and future customer service trends and their strategy for using technology in customer service.
2.2 Customer Experience Research @ John Hancock...How to Use it to Better Understand the Customer
Carla Gregory, Senior Principal, NEOS, John Hancock Insurance
Laurene Polignone, AVP, US Division Operations Risk Management Unit, John Hancock Insurance
2.3 Living with the Fiduciary Rule in your Contact Center
Brendan Yeager, Director, Dalbar, Inc.
The Department of Labor’s new Fiduciary Rule is going to impact all aspects of the industry. Your contact center is no exception. In this session we will consider some of the challenges the redefinition of advice presents for your representatives.
2.4 How the Artificial Intelligence-powered Triumvirate of Chatbots, RPA, and Cognitive Automation Digitizes Front-to-back-office Operations
Adam Devine Vice President Marketing, Work Fusion
The most boring applications of AI can be the most impactful. This is true for enterprise operations where operations teams must increase the quality and speed of customer service while reducing cost. Machine learning can automate customer conversations, the operation of core systems, and the processing of unstructured data to let businesses born analog run like businesses born digital. Join us to learn more about these “boring” but effective uses if AI.

12:00 pm - 1:30 pm


1:30 pm - 2:30 pm

General Session: Experience with Customer Experience: Life Insurance Industry Benchmarking

Todd A. Silverhart, Ph.D., Corporate Vice President & Director, Insurance Research, LIMRA
Todd Silverhart will describe of a model of customer experience developed to address the distinct factors associated with life products. In addition, learnings from LIMRA’s industry benchmarking program (including shopping, purchasing, and inforce experiences) will be shared.

2:30 pm - 2:45 pm

Networking Break

2:45 pm - 3:45 pm

3.1 Life in the Future

Melissa Scott, Lexis Nexis

Elliott Wallace, Lexis Nexis

Although the life insurance industry has seen many incremental changes within the last decade, LexisNexis believes that the next decade is poised to bring transformational change. During this thought-provoking session, we will showcase examples of innovation that could help drive that transformation. We will explore possible game-changers like telematics, wearables, continuous underwriting, electronic health records, and geo-demographic factors, and provide “outside the box” views of how data and analytics can drive transformational change in our industry.
3.2 Customer Experience at Allianz Life: Insights to Action
Renae Grave, Senior Director, Customer Experience and Insights, Allianz Life
Learn how Allianz Life is embracing the global initiative of True Customer Centricity in a B2B market. Allianz Life is focused on listening to both its policyholders and financial professionals to continuously improve their experience. During this session you’ll encounter different ways to gain insights—as well as the real impact that comes from taking action based on the insights.
3.3 Insurers Online Self-service Capabilities for Customers: A LOMA Survey

Joe Bryson, Assistant Vice President, Employer Services, Sun Life Financial

Paige Scott, Regional Service Director, Northeast/Southeast Regions & Small Group Sales, Guardian Life

A review of a LOMA Information Center Brief, complied from 36 LOMA Member companies.
3.4 How Carriers Can Use Automation Technologies to Build Trust and Loyalty
Lisa Woodley, Vice President, Digital Experience, NTT DATA
Lisa Woodley will tap her rich background in user experience design and her track record of architecting channel solutions for dozens of financial services and insurance firms to give you valuable takeaways on the making of a next-gen customer experience.

3:45 pm - 4:00 pm

Networking Break

4:00 pm - 5:00 pm

General Session: Moving to the Front Row

Marilyn Sherman, C.S.P., Motivational Speaker, Trainer, and Author
It’s time to take a front-row seat in life and stop settling for mediocrity! It takes courage to look at where we are versus where we want to be. In this session, you will learn how to gain clarity, develop confidence, and take control in all aspects of your life. When you engage in the process of improving yourself, you improve performance, customer experience, and team interaction. Learn more about Marilyn Sherman at www.marilynsherman.com and on YouTube.

5:00 pm - 6:30 pm

Reception - Sponsored by Cincom
FRIDAY, MARCH 31, 2017

7:00 am - 8:00 am

Continental Breakfast

8:00 am - 9:00 am

General Session: INCLUSION 2030—Megatrends That Will Refine the Work, The Workers, And The Workplace

Dr. Shirley Davis, CSP, SPHR
Affectionately known as The Success Doctor™, Davis is an accomplished corporate executive, global workforce and talent management expert, and executive coach. She is President of SDS Global Enterprises, Inc, a strategic development solutions firm that provides strategies and best practices for how to work, lead, and succeed in a global, virtual, diverse, and hyper-connected world. She has worked in 12 countries as a consultant, speaker, and facilitator. Watch her now on YouTube.

9:00 am - 9:15 am

Networking Break

9:15 am - 10:15 am

Concurrent Sessions 4.1–4.3
4.1: Cognitive Computing and Deep Analytics Technologies—The Possible Now
John Anderson, IBM Cognitive Solutions Consultant
A leader in cognitive computing and deep analytics, IBM shares its point of view on how to gain deep customer insight by leveraging the rapidly improving technologies in the insurance industry. We will talk about the latest development of cognitive capabilities, customer insight analytics for insurance, and systems of engagements that will drive positive and memorable customer experience each and every time… Cost effectively.
4.2 Strategies for Transitioning Generation X and Millennial Professionals into Industry Leaders.


Kylee Lacson, Jacobson Group

Panel members:
Laura Humphries, CLU®, CLF®, FLMI, ALHC, ACS, Vice President, Policy Services
Southern Farm Bureau Life Insurance Company

Allen Johnson, Director, Individual Annuity Operations, Lincoln Financial Group

Michael J Rebholz, AVP, Life & Annuity Contact Center Operations, Protective Insurance

Come delve into the changing generational dynamics of today's workforce, strategies for transitioning Generation X and Millennial professionals into industry leaders, and best practices for attracting emerging talent. Our panel, pulling from both the Millennial and Baby Boomer perspectives, will discuss viewpoints and strategies for developing the next generation of leaders, including leadership development, mentorship opportunities, and recruitment and engagement tactics.
4.3 Winning the Customer Experience

Cindy Henry, Director, Learning Product Management, LOMA

Gene Stone, Director, Instructional Design, LOMA

So your company has made customer experience a priority… now what? How do you help your employees understand that they make the real difference in the customer experience? In this session, you’ll play along as we share LOMA’s engaging game created to help insurance industry employees develop a customer focused mindset.

10:15 am - 10:30 am

Networking Break

10:30 am - 11:30 am

Concurrent Sessions 5.1–5.3
5.1 Electronic, Mobile and Cloud: The Digital Experience Your Customers Want
Chris Johnson, VP/General Manager
Consumers are choosing to receive their statements, bills, and other important documents electronically. And it’s not just Millennials. About 58% of seniors (65+) are active on the internet via a computer, smartphone, or tablet. Join us to explore the impact of digital delivery, learn about emerging technologies that go hand-in-hand with preexisting legacy systems (that will not impact your budget), and understand why it is important to embrace innovation that will enable you to increase paperless rates, increase payments, and better engage with your policyholders.
5.2 Digital Transformation and Disruption
Tom Benton, Vice President, Research and Consulting, Novarica
As more data about customers becomes available from wearables, Internet of Things and social media, insurers are challenged with how to collect, analyze, and leverage data into actionable information for product development, marketing, and distribution. This presentation will discuss how digital capabilities are transforming the insurance industry and what insurers should do to prepare for that transformation.
5.3 Customer Service Reps Working in a Customer Experience World

Nicole Overmeyer, Sales and Relationship Manager, LIMRA LOMA Assessment and Development Solutions

Phil Brown, Leader, Customer Experience Programs, LIMRA

Are you hiring reps with the skill set for a customer experience world? LIMRA’s Customer Experience Model spotlights four touch points that impact financial performance. Your reps likely play a crucial role in each one. Do they have the right talents to support the broad customer journey? To think and respond beyond discrete service interactions? Attend this session to:

  • See how the focus on customer experience drives the need for new skills and abilities
  • Examine the new skills and abilities your reps will need
  • Explore ways to identify and onboard customer experience reps

11:30 am