LOMA logo
2019 Customer Experience Conference - Banner

2019 Customer Experience Conference

Superior Customer Experience — The Winner Takes It All

May 1, 2019 – May 3, 2019
San Antonio Marriott Rivercenter, San Antonio, Texas


12:00 pm - 5:00 pm


2:00 pm - 5:00 pm


San Antonio Spurs Sports & Entertainment Presents “Building a Family Culture”

With more than twenty years of Values Based Leadership driving the San Antonio Spurs to "Treat Everyone Like Family & Create Memories" their story of constant improvement to the staff and fan experience is one you won't want to miss.

Join us at the AT&T Center for a session to learn about their culture and enjoy an exclusive tour highlighting all the fan and staff favorite stops!

Cost: $30.00

Note: this opportunity is limited to the first 50 conference registrants!
We will be providing transportation to and from the hotel to the AT&T Center


5:00 pm - 6:30 pm


7:00 am - 4:00 pm


7:00 am - 8:00 am


8:00 am - 9:30 am


The Enduring Mission

  • Brandon Carter, CLU, ChFC, CFP

    USAA Life Insurance Company
USAA is consistently recognized for exceptional customer service. Brandon Carter will share insight into USAA's singular focus on an enduring mission, passionate employees, and a disciplined experience management process leveraging technology, human center design, and member insights to exceed its members' expectations.

9:30 am - 9:45 am


9:45 am - 10:45 am


1.1 The Omni-Channel Customer Experience…Chat, Email, Text and Social Media

MELISSA SCOTT, Life Vertical Marketing Manager, LexisNexis Risk Solutions; JENA KENNEDY, Director of Strategy, LexisNexis Risk Solutions
Join us as Lexis Nexis explores the use of Omni-channel Tools and their overall impact on the Customer Experience Experience and its overall effect There are many pieces to the puzzle, the apps and services in the connected world, and many questions in this evolution to a more open, collaborative and platform-based way of working: How can insurance take all the progressive new technology, and merge with it, and work with the legacy challenges that certainly all insurers are facing in some form or other?

1.2 Fine-Tuning Your Company Culture to Become the Organization You Always Wanted to Be…Let Me Show You How

TED CATES, Vice President, Digital Marketing and Customer Experience, AIG

Collaborative? Innovative? Fun? How does your way of working feel? Ted Cates, VP of CX and Digital Marketing at AIG, presents an interactive session on how to shift a team and organization’s culture. Learn ways to address the “soft stuff” necessary for top performance. The business results may surprise you!

1.3 Building a CX Business Case for Life

SHELLY HABECKER, Customer Experience Strategist, Swiss Re; JENNIFER MCGINNIS, FSA, CERA, MAAA, Senior Vice President, Swiss Re

If you are like us, you sit in a lot of life insurance business meetings focused on managing and improving sales volume, mortality risk, customer retention, and claims payments.  Success on all of these fronts relies on providing customers with relevant, meaningful experiences that win their loyalty, yet such considerations are typically not the core of the discussion.  Do you ever wonder how to bring a customer-focused perspective into meetings and actually build business cases that link CX to business goals? This is the question we are seeking to answer. In this session, we will present ideas that showcase how the business benefits when we put the customer experience first from sales, to underwriting, to in force management, to claims.  We will provide case studies, methods and tools, and justifications for why customer-centric business models make sense for business growth and development.  Time will be allotted to build on these in a shared learning environment, with discussion of participants' related challenges and successes.  

1.4 The New Structure of Life Insurance Company Operations...What Does the Future Hold?

CRAIG WEBER, Chief Executive Officer, Global Insurance

Even before the recent economic crisis, pressure was building for the insurance industry to be more flexible and to approach business in a more dynamic fashion. Insurance companies must find a way to break out of the silo’ed, legacy systems which perpetuate a limited view of the customer.There is a need for real process improvements in the insurance industry. Insurance companies must automate critical business processes with multiple manual touch points, simplify complex workflows and hand-offs, get the right information from disparate data sources for optimum decision-making, and fight patchwork application environments to ease the effects of inefficient business processes. The real question is how do we get this done?  What does our future hold?  


10:45 am - 11:00 am


11:00 am - 12:00 pm


2.1 How to Always Be One Step Ahead: Leveraging AI to Fully Engage With Today's Connected Customer

KATE FOWLER, MS, FLMI, AAPA, Director, Industry Principal Insurance, Pegasystems

The era of generic insurance customer experiences is over. Insurance carriers are realizing the need to shift from reactive, inbound-based strategies to proactive, consultative engagement models that deliver value to policyholders, group sponsors, and other key stakeholders at each stage of the customer journey – but many are unsure how to do so. Non-traditional competitors are best poised to erode carriers’ core businesses with customer experiences that drive engagement and reinforce value daily. In order to be successful in today’s competitive landscape, insurers must anticipate and deliver insurance products and services that enable long-term relationships and avoid commoditization, or they’ll become obsolete. Insurers may not realize it, but no matter what stage of their digital transformation they’re in, they all have access to information and technology that can enable them to deliver highly personalized customer journeys across the policy lifecycle. Insurance carriers must bridge front and back office silos and leverage this information to offer insight, provide guidance, and deliver value at every customer touchpoint. In this session, you will learn how top insurers are using AI and intelligent analytics to optimize customer experiences for long-term loyalty.

2.2 Elevating Agent Engagement in Your Contact Center

BRIAN LAROCHE, Director of Outreach Marketing, CallMiner

For contact centers in the insurance and financial services industry keeping your frontline agents highly motivated and engaged is critical to ensuring your customers receive optimal experience outcomes. The challenges to maintaining an inspired agent workforce include the growing trend in remote agents, shifting generational motivators and the consequences of inconsistent or uneven performance feedback. Attend this highly interactive and informative session on the top trends, metrics and technologies that are driving higher sustained agent engagement in contact centers today.

2.3 Leading Agile by Being Agile

TODD JOHNSON, ALMI, Senior Manager, Allstate; ROBIN MOOERS, PMO Manager, Securian; DAVID MALATESTINIC, Vice President, Enterprise Project Management Office, OneAmerica

For anyone who is not familiar with Agile, it is best suited to innovation and is the application of creativity to products and services, processes or business models.  When confronted with a large complex problem, Agile is used to break the problem  into modules , develop solutions, build prototypes and integrate the solutions into a coherent whole.. In today's economy, it is a reality that we need to be able to deliver our projects with fixed constraints on resources.  In this session, discover how you can use Lean principles and agile techniques to create a high-performing ERP team that will deliver high value and high quality products to your stakeholders in a shorter period of time. Our panel of Industry leaders and members of LOMA’s Portfolio, Program & Project Management Offices Committee will speak to the values of  the Agile Methodology and creating  cross-functional teams that are collaborative, adaptive, and responsive to customer needs. Find out how you can transform your ERP team to increase productivity so your company can realize benefits sooner.   

2.4 Fraud Investigations...What Should I Be Looking For?

KRISTINA MULLHOLLAND, CFE, CAMS, Lead Investigator, Investigative Services, John Hancock

Join us as lead investigators from several major insurance carriers share case studies on the various methods used by fraudsters and how training of your staff can play a vital role in the prevention of account takeovers and fraud.


    12:00 pm - 1:30 pm


    1:30 pm - 2:30 pm

    HR Panel Discussion On Employee Engagement and The Employee of The Future

    DONNA BURTON, Vice President, Human Resources, Pacific Life; JENNY GULDSETH, Chief Human Resources Officer, Allianz Life; KAREN RIECK, Vice President, Human Resources, FBL Financial Group; ADRIENNE SIMS, Leader, Talent Management, OneAmerica; Moderator: VICKI BEAUDRY, Industry Learning Consultant, LOMA
    It's safe to say that the employee of tomorrow is not the same person as the employee of yesterday. Is your workforce built for disruption and a rapidly shifting future of work? As business leaders, you have an opportunity to act fast in getting your future workforce ready before it’s too late. Start with answering these three questions: What skills do we need? What size will my workforce need to be? What shape should my workforce take? Come and hear Industry Leaders address this growing concern.

    2:30 pm - 2:45 pm


    2:45 pm - 3:45 pm


    3.1 Fraud/Account Takeover Panel

    YVETTE KNOTT, NF Technical Operations Director, Nationwide; ROBERT WATERMAN, CFE, Assistant Vice President, Fraud Operations, MassMutual

    Identity theft, policy fraud and fraudulent claims are top concerns for insurers. It is becoming more and more critical to ensure that the person logging in to view a policy, edit personal details or make a claim is the legitimate, trusted customer and not a fraudster masquerading as the policyholder. Financial loss resulting from hijacked customer accounts, rate evasion, and fraud rings, is not solely restricted to insurers. Legitimate policyholders share the financial burden of insurance fraud by way of increased premiums. The challenge for insurers is how to effectively integrate digital solutions with legacy systems to process timely and accurate quotes and claims without compromising security and adding friction. Several Industry Leaders will share their insight into to growing problem.

    3.2 LIMRA’s CX Industry Benchmarking Study

    TODD SILVERHART, Corporate Vice President and Director, Insurance Research, LIMRA

    Customer experience (CX) is one of the few ways life insurance carriers and distributors can differentiate themselves. But how can you know how well your company is performing? LIMRA’s Customer Experience Benchmarking Program is the answer. This program reports three robust CX metrics and evaluates five key drivers of life insurance customer experience to help you gauge performance compared to peers and the industry. Come and hear the current Industry results and learn how your company can benefit from participation in our next study. The program helps executives like you: 

    • Assess the current state of CX at their company
    • Monitor the impact of CX initiatives and improve performance year over year
    • Compare performance to the industry and to peers over time

    3.3 The Future is Now...Are You Ready? Tools to Identify and Train the Employee of the Future

    NICOLE OVERMEYER, FLMI, ACS, AIAA, Sales and Relationship Manager, LOMA

    Artificial Intelligence, automation, and the multi-generational workforce are just some of the factors shaping the future employee, and companies that can’t get their employees up to speed will quickly be left behind.  This session will discuss different tools to help organizations prepare for the workplace of the future, including employee selection assessments that identify core skills that will make employees adaptable for different roles as technology changes jobs as we know them. The session will also discuss how an organizational skills gap analysis can help you understand where your workforce stands compared to skills that will be necessary for the future. Conducting such an analysis will help companies know where to focus their training and resources on developing these all important skills.  Technology is changing the workplace more rapidly than ever, but taking steps now will help to future-proof your workforce.

    3.4 AI Powered Channel Innovation

    LAILA BEANE, Chief Customer Officer and Head of Consulting, Intellect SEEC

    Business models need to adapt to changing engagement expectations. Most carriers have difficulty in breaking the mold of legacy drawbacks, securing funding for innovation and developing a culture of differentiated thinking in the organization. The core pillars for the next generation engagement already exist. They can be embedded into your digital strategies at a low cost and in a non-disruptive manner. Optimal transformation strategies focus on behavior and intent driven engagement supported by data and deep learning algorithms. Advanced insurtech platforms are capable of contextually providing deep predictive business and risk insights, and manifesting AI into actionable channel outcomes for a simple and addictive experience. Carriers can quickly shift from foundational to competitive channel capabilities while securing a profitable future through continuous innovation.


    • Manifesting AI into 'next best action' outcomes in a sustainable manner: new business, underwriting, servicing, claims 
    • How to innovate in parallel while quickly transforming from foundational to competitive capabilities 
    • Actual use cases where carriers embraced innovation without overhauling their existing systems


    3:45 pm - 4:00 pm


    4:00 pm - 5:00 pm

    The TOP Ten... AI and its Role in CX?

    • Dave Edington

      Marketing, CX Strategist, Customer Engagement

    What are the most pressing questions you have about AI (Artificial Intelligence) and it's role in CX?  In this session/workshop Dave will highlight and answer the top ten questions he hears from clients about the applicability, immediacy and results of using AI to deliver superior customer experiences.


    5:00 pm - 6:30 pm

    RECEPTION - Sponsored by Cincom
    FRIDAY, MAY 3, 2019

    7:00 am - 8:00 am


    8:00 am - 9:00 am


    DAZZLING BLUE: The Journey From Ordinary to Extra Ordinary

    • Steve Harvill

      Creative Ventures
    Why do we continually settle for ordinary, when the step to extraordinary is so simple? Why do we ignore the power of a simple story? Why do we miss the return we are given when we focus on the client experience? Why don’t we create opportunity instead of waiting for it and when we see the chance why don’t we make the opportunity scream WOW! These questions form the core of the DAZZLING BLUE MOVEMENT, a journey to your ability to become extraordinary, to develop a sustained performance that will separate and differentiate you in a world continually marginalized by common experiences. DAZZLING BLUE is the latest strategic platform from Stephen Harvill and Creative Ventures. With DAZZLING BLUE you will be immersed in a multimedia experience specifically designed to provide you with a simple three-part plan to start you on the journey to extraordinary.

    9:00 am - 9:15 am


    9:15 am - 10:15 am

    4.1 To Bot or Not to Bot….That Really is the Question!

    LOREE HAISLEY, Vice President, Operations Support, CNO Financial Group; RUSSELL LAWS, Assistant Vice President, Claims, Lincoln Financial

    Chatbots, or Virtual Assistants (VA’s) are no longer so uncommon as to cause consumers to do the virtual equivalent of gawk or an awkward stumble when they come across one. The use of chatbots are gaining popularity quickly across the industry. Chatbots are more than tentative first steps toward achieving the benefits that artificial intelligence brings to the customer experience. From making changes to beneficiaries, getting a copy of a policy, checking billing information and helping consumers calculate their life insurance needs in under two minutes, chatbots are enhancing the insurance consumer’s experience by offering expert assistance 24X7. Join us as we look deeper into the benefits of this emerging technology and consider the question…. To Bot or Not to Bot.

    4.2 Leadership Strategies...Where Will Your Next Gamechanger Come From?

    DANIELLE IVORY, ACS, Vice President, Insurance Operations, Ohio National; JEAN LINNENBRINGER, Senior Vice President, Enterprise Operations, CNO Financial Group

    All organizations, no matter their size, need succession planning.  Does your company have a viable leadership development program?  Or do  you have a leadership development program but are you having trouble convincing your high performers to consider leadership?  What should you do?  Join us as we discuss strategies on how to develop a leadership program and how to attract the leader of tomorrow to engage.

    4.3 Fraudshare...The Neighborhood Watch for Financial Services

    PAUL HENRY, Corporate Vice President and Managing Director, LIMRA; GENE STONE, FLMI, ACS, CLU, Assistant Vice President, LOMA

    Did you know that account takeover attacks have more than doubled over the past two years? Fraudsters are more sophisticated, better organized, and have a greater impact on the financial services industry than ever before. Individual life, individual annuities, and retirement plans are under attack. Simply put, fraud is putting both balance sheets and brand reputation at risk. To combat fraud, LIMRA and LOMA teamed with fraud prevention experts and developers at member firms to create FraudShare.  Come see and learn about this industry leading  information-sharing and alert system,designed by the Industry for the Industry.  


    10:15 am - 10:30 am


    10:30 am - 11:30 am


    5.1 Attendee Interactive Session

    Facilitated by LOMA's Management Solutions Team


    • Digital Transformation
    • Rethinking Worksforce Optimization
    • CX Metrics

    5.2 Attendee Interactive Session

    Facilitated by LOMA's Management Solutions Team


    • Customer Journey
    • Voice of the Customer
    • Analytics