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2021 Customer Experience Conference

Digital Engagement in the New Normal

March 10, 2021 – March 11, 2021
Virtual

WEDNESDAY, MARCH 10, 2021
 

12:00 pm

Virtual Exhibit Hall Opens

12:15 pm - 1:15 pm

On-Demand Session Gallery and Presenter Meet & Greet

Take a tour around all of the great resources available in our new On-Demand Session Gallery, meet the presenters, and ask them questions in an interactive discussion.

Sessions Available in the On-Demand Session Gallery:


Effective CX Coaching & Feedback in a WFH World
Moderator: Brendan Yeager, Director, Dalbar, Inc.
The shift to a work-from-home environment has challenged the traditional coaching model. You are no longer able to walk the floor to get a feel for what is happening, increasing the need for oversight. Representatives are facing challenges like adjusting to the new normal and balancing work with kids at home. Proper coaching, motivation, and engagement are becoming issues as the pandemic stretches on. In this session, we will consider best practices for effective coaching and feedback in a remote environment. We will look at both how to adapt traditional methods to a remote environment and consider alternative approaches to coaching, including allowing associates to select interactions for review, self-assessments, peer-to-peer feedback, group coaching, and sharing best-in-class exchanges.

The Digital Transformation of Customer Interactions: Did We Really Have a Choice?
Moderator: Geoff Colgan, Managing Partner, Attadale Partners
By definition, the insurance industry is conservative and careful in our analysis and implementation of digital transformation. The COVID-19 pandemic disrupted these plans and accelerated this transformation, leaving us asking, “how far and how fast?” Some insurers will be content to “pave the cow-path,” while others will digitally transform customer interactions end-to-end, including automation of complex transactions and decisions central to our customer’s experience. Attadale will share insights from clients and case studies, and demonstrate customer interaction pipelines. We will outline the breadth and scope of insurers’ digital capabilities, and highlight myths, challenges, and the complexity of realizing digital transformation.


The Customer-Focused Organization…in a Socially-Distanced World
Moderators: Chris Green, Partner, Arch and Tower; John Hightower, President and CEO, Arch and Tower
Almost every company in the world is adjusting to a new way of doing business, and the insurance industry is no different. Face-to-face connection is transforming to digital impression. But it’s not all bad news. The principles of serving customers and building organizations that adapt to change remain the same. Join us to see how we’ve been guiding our clients to transform their customer experiences for a better, digital future.

Working from Home: Emerging Best Practices One Year into the Pandemic
Moderator:Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal
The chaos that ensued following the lockdown in Q1 2020 has been followed by a period of industry-wide experimentation and discernment to determine the very best practices that will meet the goals of engagement, retention, quality and efficiency on the part of contact center employees. Bruce Belfiore has used this year to gather and distill best practices from a wide variety of sources, starting with a ground-breaking town hall on the pandemic last spring. He will talk about what his research has uncovered, so that you can utilize the insights that will work for your operation and your people – both at-home and in-office. 

1:15 pm - 1:45 pm

Welcome Reception & Small Group Virtual Networking

Check out our virtual topic rooms, meet and mingle with peers in small group video chats, reconnect with old friends, or connect on a private video call!

1:45 pm - 2:05 pm

Opening & Welcome

  • David Levenson

    President and Chief Executive Officer
    LIMRA, LOMA, and LL Global, Inc.
Welcome to the 2021 Virtual Customer Experience Conference!

2:05 pm - 3:00 pm

General Session

Designing a Post-COVID Experience: Customers Have Changed, Have You? How to Maximize Your Experience in the Post-COVID World

  • Colin Shaw

    Founder & CEO
    Beyond Philosophy
How can we design our customer experiences to meet the new world? Join Colin Shaw, who LinkedIn has recognized as one of the top 150 business influencers, as he shares insights on how customer behaviors have changed over this past year and how to design your experience accordingly to drive growth and value for your organization.
 

3:00 pm - 3:05 pm

Break

3:05 pm - 4:00 pm

General Session

Implications of COVID -19 on the Operational Model ... What is the Game Plan for Future Success?

Stephanie Baker, ACS, GBDS, Senior Vice President, Member Services, WAEPA
Jena Kennedy, FLMI, ALHS, CLU, Director of Strategy, Life Insurance LexisNexis Risk Solutions
David Krupa, CLU, LUTCF, LLIF, Vice President, Insurance Services, Baltimore Life
Andrea Mack, CLU, ChFC, CASL, Second Vice President, Business Services, Securian Financial
Join in on the discussion with senior leaders from LOMA’s Operation Leaders Roundtable on impact of COVID-19 on our industry, and what measures were taken to address the corresponding challenges. Hear about their operational game plans to recover and thrive in a post-COVID-19 world.

4:00 pm - 5:00 pm

Virtual Reception

Sponsored by Lexis Nexis Risk Solutions

Visit our virtual reception to interact with your fellow attendees in a chat room featuring hot topics in the industry today.

THURSDAY, MARCH 11, 2021
 

12:00 pm

Virtual Exhibit Hall Opens

12:15 pm - 1:15 pm

General Session

Moving Forward with Customer Experience for Life Insurance

Andrea Clark, Assistant Vice President, Experience Strategy, Western and Southern
Todd Silverhart, Ph.D., LLIF, Corporate Vice President and Director, Research Quality and Performance, LIMRA
Rob Sims, Managing Director and Partner, BCG

While COVID-19 forced major changes in how business is conducted, there is considerable interest in understanding the impact of the pandemic on insurers’ efforts to optimize the customer experience. In this session, highlights will be reviewed from LIMRA and BCG research focused on the experience for in-pandemic life buyers. In addition, a panel discussion will be conducted sharing the perspectives of a life carrier and industry consultant on issues related to how companies are changing their customer experience practices and expectations in the current environment, as well as plans for moving forward.

 

1:15 pm - 1:45 pm

Break

1:45 pm - 2:00 pm

Welcome Day 2 and Recap

Marvin Jones, ALMI, ACS, LLIF
Senior Associate, Management Solutions
LOMA

2:00 pm - 3:00 pm

General Session

Excellence Wins!

  • Horst Schulze

    Founder, Former Chairman, & CEO
    Capella Hotel Group


     

    Co-Founder, Former President, & COO
    The Ritz-Carlton Hotel Co. 

It doesn't matter who you are or what you do — you want to become the best. You want to win, every time. Horst Schulze knows how to win. Schulze will share his no-nonsense approach that have produced immense global successes over the course of his still-prolific fifty-year career. As the co-founder and former president of Ritz-Carlton Hotel Co., Schulze fearlessly led the company to unprecedented multi-billion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand globally elite. Schulze's principles are both versatile and utterly practical to leaders of every age, career stage, and industry. You don't need a powerful title or a line of direct reports — you have everything you need to use them right now.. Schulze pulls no punches as a masterful guide to becoming the very best in a world of routine compromise.
 

3:00 pm - 3:05 pm

Break

3:05 pm - 4:00 pm

General Session

Industry Fraud Panel Discussion

Melissa Glynn, CFE, Head of Fraud Strategy, MassMutual
Anthony Joseph, CAP, CLU, Director, Beneficiary Services, Nationwide
Karen Losher, FLMI, ACS, AIAA, AFSI, Second Vice President, Inforce Operations, Ohio National
Mark Horne, Chief Marketing Officer, Pindrop, Moderator
This lively discussion will examine the current challenges being faced by the industry as a result of increased activity related to COVID-19 and the responsibility to protect our policyholders and their sensitive information. Our panel will include industry professionals and a representative from our sponsor, who will highlight their industry leading solution, Passport. Hear the conversation on how companies can create a frictionless customer experience allowing customers more self-service options and that promotes STP to lower unit costs, creating a win-win for all.
 

4:00 pm

Adjournment