Document 6587999

Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
AGENDA
Sunday November 2, 2014
1:00 – 4:00
Optional Pre-Conference Workshop
Strategic Market Analysis: War Gaming
Rick Marchetti
Director
P&C Competitive Intelligence
The Hartford Financial Services Group, Inc.
Michael Warner
Director of Marketing & Client Services
Conning
This optional workshop will explore strategic planning in the insurance industry, and introduce scenario
planning through war gaming. This is a great opportunity to either develop or sharpen your strategic
analysis skills and to meet new industry contacts in a relaxed setting prior to the formal start of the
conference. Participants will work in teams on a specific scenario involving external market disruption. The
groups will learn by doing, analyzing the situation and determining strategic responses to the threat.
Research and market analysis drives decision making and strategic planning, but we don’t always get to join
the decision process — This is your chance!
5:00 – 7:00
6:00 – 7:30
6:00 – 7:30
Registration for Annual Conference
Networking Reception
Exhibit Fair
Monday November 3, 2014
7:00-8:00
7:00-6:30P
Continental Breakfast
Registration
Plenary Sessions (for all attendees)
8:00-8:15
Opening Remarks
Karen Imbrogno
Conference Chair
VP Insurance Strategy
KBM Group
8:15-9:15
Keynote Address:
The Science of Customer Engagement
Analytics Across the Lifecycle
J. P. Bewley
CEO
Big Cloud Analytics
Customer contributions to an organization's profitability occur through direct engagement purchases and
indirectly through their non-purchase actions --- referrals, influencing their social networks, and providing
feedback about products and services. Identifying the right set of customers who create direct and indirect
value is critical to maximizing profits. This session will discuss the framework of Customer Engagement and
how Big Cloud Analytics has developed a methodology that consists of six (6) monetary metrics and one (1)
attitudinal metric. Utilizing these metrics in a coordinated engagement framework provides an
understanding of the customer and his/her impact on future profitability.
9:15-10:15
Economic Overview
Paul Ballew
Chief Data and Analytic Officer
Dun & Bradstreet
Page 1 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Insurance companies today are drowning in Big Data. Yet very few know how to realize the
transformational potential of data and analytics to deliver value to customers. Insurers will need to develop
new capabilities in order to harness this potential and make the move toward a single, complete view of the
customer that informs decision-making. They must embrace this initiative as a transformational journey and
commit to making key investments in data, analytics, predictive modeling, and service-related technology to
arrive at a comprehensive view of their customers. In this highly-engaging session, Paul Ballew, D&B’s
Chief Data, Insights, and Analytics Officer, will share key insights from his 30 years of leading large
companies through this transformation. He will draw upon his years at Nationwide Insurance, as well as his
previous roles at the US Federal Reserve, J.D. Power, and General Motors.
10:15-10:45
Networking Break & Exhibit Hall
10:45-11:30
Journey to an Engaged Enterprise -Going Social!
Rod Brooks
Customer Experience: Talk Is Cheap
Peter Rodes
CMO
PEMCO Insurance
How does a risk adverse industry guided by actuaries and years of backward looking metrics become
relevant in an era of consumerism and change? What does it take for a staid, stodgy, old fashioned and
picky insurance carrier to become a current, contemporary, discerning and relevant socially engaged
enterprise? Rod Brooks, CMO of PEMCO Insurance and Past Chairman of the Word Of Mouth Marketing
Association, will share a look into the transformation of the PEMCO brand and the path the regional property
and casualty insurer has taken. It’s quite a story… and they don’t talk about insurance!
11:30-12:15
VP Strategy
KBM Group
H. Gregg Huey
Senior VP, Chief Advisory Officer
Indiana Farmers Mutual
Everyone is talking about the importance of customer experience, but what are you doing about it? How
does your customer experience stack up against the competition? Against your customer’s expectations? As
products are standardized and brands neutralized customer experience is emerging as a critical
differentiator in the health and P&C insurance sectors.
KBM Group’s Senior Vice President of Strategy, Peter Rodes, will provide a framework to advance your
efforts. He brings a practitioner’s perspective on how to realize the business value of superior customer
experience. Peter will share in-market results and practical advice on customer experience improvement
from inside today’s health and P&C insurance companies… common success factors and “must haves” when
it comes to your customers.
On behalf of your customers, you will not want to miss this session!
12:15-1:15
Networking Lunch (provided)
Please note parallel tracks color codes:
Personal Lines
Personal Lines Track
Monday
1:15-2:00
Commercial Lines
Health
Track Chair:
Denese Ross,
Managing Partner
DRC Group
Emerging Issues in Personal Lines:
Facing the Challenge
Page 2 of 15
Jeff De Turris, CPCU
ISO Insurance Programs and
Analytics Services
Verisk Insurance Services
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Demographic, socio-economic, and technological change presents new risks for personal lines insurers. In
this session, we’ll evaluate the challenge and opportunity some emerging trends --- such as the boom in
sharing services, an aging population, 3D printing, and drones --- present for insurers so we can be better
prepared to address policyholder expectations.
2:00-2:45
Marketing to Millennials:
“What’s The Matter With Kids Today?”
Patrick Sullivan
Associate Editor
Risk Information, Inc.
Anyone who’s opened a newspaper in the last decade has heard about the dreaded arrival of the Millennials.
A group of ‘lazy, entitled narcissists” as Time Magazine put it. But are they really that scary? Lest we forget
news magazines were writing the same stories about the Boomers and GenX and that worked out just fine.
Risk Information's Patrick Sullivan (a Millennial) leads us on an exploration of the demographic changes in
the American population with a focus on Millennials. The sessions will cover everything from the Millennials’
dismissal of the automobile, to the revitalization of American cities, growth in the renters market and
decline in homeownership, to the great recession and its effects. Mr. Sullivan will bring an eye towards what
insurance companies need to do in the coming years to prepare for this new type of consumer. There will
also be jokes about beards.
2:45-3:15
Networking Break & Exhibit Hall
3:15-4:00
Cutting through the
Noise in all of that Data
Wade Bontrager
CEO
EagleEye Analytics
Vince Franz
Chief Actuary
Celina Insurance Group
Big Data is changing the game, but many insurers struggle with exactly how to find the hidden gems in the
sea of information. As data complexities continue to grow, the old bag of tools may be found lacking for
mining all of the Customer Insights hiding in the treasure trove of data.
Join Wade Bontrager, CEO of EagleEye Analytics, and Vince Franz, Chief Actuary of Celina Insurance Group,
as they discuss how the latest in Machine Learning Predictive Analytics tools can be used to reveal
tremendous insights from complex data. They will explore how the ever-evolving world of insurance data
has led to the need for new and more powerful predictive analytics tools in all areas of an insurer, from
Sales and Marketing, to Pricing and Underwriting, as well as Claims. They will discuss how new methods are
making for quicker, more accurate, and easier to deploy predictive analytics solutions; and will explore a
case study of how this has helped one carrier significantly advance their pricing efforts.
4:00-4:45
Coming to America –
The Evolution of Consumer
Engagement within the Insurance
Shopping Process
Andrew Rose
CEO
Comparenow.com
Allie Feakins
Business Development
CompareNow.com
Page 3 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Things change. Remember going to the video store to pick up a movie for Friday night entertainment?
Remember when books were printed on paper and music on CDs (ok, vinyl for some of us)? How about
maps on paper rather than on your phone or car dashboard? Some of these things we may truly miss,
looking back on them with reverence and frustration in their ultimate demise. Consumers and their
convenience wait for no one. Insurance, of course, will never face this kind of radical change, right?
Insurance is different, right?
This change has already started in the US and we only need to look at what has taken place in Europe to
get a feel for what may become of the insurance shopping process. We are not talking about flying cars or
teleportation, but rather simple comparison shopping, something now ingrained in most consumers day-today habits and facilitated by the ever more transparent modern world. Now is the time for carriers to
consider and plan for this evolution in consumer engagement coming to America.
Session objectives:

Discuss how consumers have engaged with comparison services in Europe looking for commonalities
with the US to ascertain the speed and dimensions of the potential change.

Review the varied US shopping and buying process today and discuss how it could evolve and what will
shape the ultimate winners/losers.

Outline what carriers and agents can do to position themselves for success as auto insurance
distribution changes

Identify what characteristics differentiate the best performing carriers on comparison sites in Europe
and the types of new competitive intelligence that may become available through comparison sites.

Prepare for new, comparison-specific issues and opportunities and the inevitable data challenges that
will emerge as carriers tackle new data sets.
5:15 – 6:45
5:15 – 6:45
Networking Reception
Exhibit Fair
1st Night Exhibitor Drawings
Commercial Lines Track
Monday
Track Chairs:
Terrie Lemon
P & C Claims - Claims Analytics
State Farm
Candace Thornton
Strategic Sales Development Manager
Verisk Insurance Solutions
1:15-2:00
Commercial Lines Landscape &
Disruptive Forces
Kevin McCann
2:00-2:45
Distribution Insights:
The World of MGA's
Bill Broomall
Strategy & Research Director
Erie Insurance
The U.S. economy continues its hesitant recovery from the “great recession” and the foreseeable growth
outlook for commercial lines is mostly positive. However, beneath this headline data, structural shifts have
taken place and potential disruptive forces are forming on the horizon. Join Kevin McCann, SIR Board
Member & Erie’s Director of Strategy & Research, in this engaging session as we explore new coverages,
distribution dynamics, the impact of technology, and threat of new entrants. Which commercial players are
benefitting the most as shifts take hold and how well positioned are existing competitors for success if
disruptive forces gain momentum?
Assistant Vice President
Conning
In this presentation, Conning presents summary findings from their recent year-long exhaustive study of
the MGA market, with its $20billion in program business and additional specialty business that is difficult for
insurers to reach. The study collected data from 114 insurers with relationships with more than 300 MGAs.
The MGA business model and evolution and the MGA relationship with agents and insurers will be explored,
along with research on characteristics of insurer market participants. Performance of MGA business and
future growth expectations will be addressed.
Page 4 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
2:45-3:15
Networking Break & Exhibit Hall
3:15-4:00
Primary Research: Voice of the
Agent & Customer Intel Tips and Techniques
Bill Callahan
Vice President
ACE Global Communications
Applying primary research in commercial lines has its own unique set of challenges. We will look at the best
approaches & practices in controlling client expectations, applying appropriate techniques, and managing a
large volume of smaller projects. The newest techniques and technologies will be discussed, and case
studies will be presented for take-away context.
4:00-4:45
Secondary Research: Market &
Competitive Intel Tips and Techniques
Jen Evert
Divisional AVP
American Financial Group
Mining the information landscape to secure your market position, can either be invigorating or arduous,
especially in Commercial Lines where the classes, segments, lines, etc are vast. You want to approach your
intelligence gathering with a strategy and some special tricks. Did you know you’re only searching 10% of
the internet with any one search engine? Mastering the Power of Search is just one of the areas covered in
this how-to session on CI resources & techniques. Get ready for a fast paced master-class for finding and
mining intel; expand your catalog of information resources; maximize your use of free or low fee tools to
help monitor more effectively; collect tips on thinking creatively to find and monitor the information you
need to maintain and increase market share.
5:15 – 6:45
5:15 – 6:45
Networking Reception
Exhibit Fair
1st Night Exhibitor Drawings
Health Track
Monday
Track Chairs:
Dawn Faint
Manager, Market Insight
Cigna
Ron Zezza
Sr Strategic Marketing Consultant
Highmark Blue Cross Blue Shield
1:15-2:00
Key Drivers of Customer Experience in a
Changing Healthcare Landscape
Joaquin Garcia-Lopez
The Relationship between Patient
Activation and Customer Experience
Ken Ono
Vice President, Market Research
ORC International
There is currently a paradigm shift in US healthcare insurance, delivery, and reimbursement models
impacting every player in the healthcare industry. ORC will discuss how these changes are impacting the
healthcare customer experience, and will identify some key drivers of this paradigm shift.
2:00-2:45
VP of Analytics
NexJ Systems Inc.
A wealth of evidence indicates that improving patient’s ability to constructively participate in their selfmanagement enhances “customer experience” and achieves more value for the money. A person’s
knowledge, skills, and confidence to manage their health and health care can now be scientifically evaluated
with the Patient Activation Measure (PAM). Over 135 peer-review studies have proven that higher PAM
scores correlate with increased patient satisfaction and improved outcomes at lower costs. Solutions exist to
improve three fundamental factors that underpin patient activation. These are patient’s ability to: 1) learn
new health information, 2) participate in shared-decision making, and 3) adopt lifestyle behaviors that will
optimize their health, wellness and wellbeing. Payors that successfully deploy these solutions for improving
patient activation are able to deliver better “customer experience” at lower cost while improving patient
outcomes.
2:45-3:15
Networking Break & Exhibit Hall
Page 5 of 15
Society of Insurance Research
44th Annual Conference
3:15-4:00
J W Marriott – Indianapolis
November 2-5, 2014
Sticky Situations –
Perfecting Crisis Management in
the World of Social Media
Amanda Changuris
Senior Social Media Marketing Analyst
Highmark, Inc.
Social media is all fun and games, until it's not. If you're responsible for any aspect of social media for your
organization, you need to know how to handle it when the going gets tough.
In this session, we'll review real-life examples from my experience as a social media manager for a
Maryland health system and from my current position with Highmark. We'll throw in case studies from
outside the health care realm – we can learn a great deal from their successes and failures as well. You'll
leave knowing:
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What people (generally) want when they’re upset.
How to deal with an upset customer via social media.
How to handle the unexpected (it gets weird sometimes).
The importance of having and enforcing a comment policy.
When it’s okay to delete a post from your Facebook timeline or YouTube comments.
What to do when you really don’t have an answer.
4:00-4:45
Finding Opportunity in the
Health Insurance Marketplace
with a 360-Degree View of Consumers
Reagan Vohs
Account Director
Nielsen
America is changing. As consumers come of age and technology continues to play a more important role,
marketers must have a complete view of their customers to better understand their needs, find them where
they are (online and offline) and engage with them using the right messages and channels. Attendees will
learn which factors drive health insurance behaviors and how to better use this information to engage new
and existing consumers.
5:15 – 6:45
5:15 – 6:45
Networking Reception
Exhibit Fair
1st Night Exhibitor Drawings
Page 6 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Tuesday November 4, 2014
7:00-8:00
7:00-6:30P
Continental Breakfast
Registration
Plenary Sessions (for all attendees)
8:00-8:15
Opening Remarks
Karen Imbrogno
Conference Chair
VP Insurance Strategy
KBM Group
8:15-9:15
The Many Ways Customer Experiences
Impact Business Performance
Dan Belvin
Market Research Lead
BlueCross BlueShield of Rhode Island
Linda G Shea
Global Managing Director
Customer Strategies
ORC International
There is no debate that the last frontier for differentiation is the Customer Experience. Many organizations
across the insurance sector have spent significant time and resource to revamp the experiences they deliver
to customers, but few have truly recognized a return on their investment. Why is it?
Learn how Customer Experience leaders across the lines of Property and Casualty, Commercial, and Health
Insurance have turned their investment into substantial benefits for their customers as well as their own
organizations. Some of the aspects explored by these customer experience leaders encompass:
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Quantifying the Customer Decision Journey (CDJ) and exposure to the brand
Mapping and determining the impact of Customer Journeys
Linking employee and customer feedback to drive operational efficiencies and customer engagement
Leveraging employee and customer experiences to inform innovation
Hear directly from a leading Health Insurance carrier about their journey and how it has transformed how
they engage with prospects and customers to drive engagement, selection and loyalty.
9:15-10:15
Keeping Customers Happy
When They Don’t Care
Bart Blackburn
Sr. Director of Customer Care
Progressive Insurance
Carol Smith
Competitive Intelligence Director
Progressive Insurance
Customer engagement in insurance is hard. No one wants it and when you have to use it the reason is
often bad. However, there’s value in improving the customer experience, regardless of the type of
insurance you sell. Two Directors from Progressive Insurance will share how Progressive thinks about
the customer experience and will provide a Loyalty Toolbox of ideas to improve customer engagement
and loyalty at any sized organization.
10:15 -10:45
Networking Break & Exhibit Hall
Page 7 of 15
Society of Insurance Research
44th Annual Conference
10:45-11:45
J W Marriott – Indianapolis
November 2-5, 2014
Panel: Insurer Direct Marketing for
New Business and Retention
Moderator:
Richard Goldman
Dan Belvin
Market Research Lead
BlueCross BlueShield of Rhode Island
Amelia Fitch
CEO & Founder
Competiscan
Competitive & Market Research Administrator
American Family Insurance
Rick Marchetti
Director
P&C Competitive Intelligence
The Hartford Financial Services Group, Inc.
In preparation for the conference, Competiscan will conduct surveys among consumer and insurance
producer panels to gain insight into best practices for retaining and acquiring customers and agents
within the insurance space. The research will evaluate the importance of various brand interactions
including initial impression; differentiation; continuing product enhancements; distribution channels &
purchasing experience; ongoing customer service; digital technology; and many other variables.
This research will inform an interactive session exploring best in class brands across a range of
industries, looking at what they are doing to create a unique and differentiated experience, and how
that experience is communicated across time, touch points and stages of the customer lifecycle. What
companies do you look at for inspiration from outside the industry? What have you done to create a
unique and differentiated customer experience? Why/how have your acquisition/ retention strategies
changed over time?
11:45-1:00
Networking Lunch (provided) and
SIR Annual Business Meeting
Please note parallel tracks color codes:
Personal Lines
Personal Lines Track
Tuesday
Commercial Lines
Health
Track Chair:
Denese Ross,
Managing Partner
DRC Group
1:00-1:45
Innovations in Insurance
Tyler Nitz
Director of Insurance Consulting
Mintel-Comperemedia
Innovation isn’t just about products and their benefits to the consumer. It is about the total customer
experience, whether they are buying insurance online or face to face. In order to achieve that, insurers need
to look at things in a different way than they traditionally have, perhaps looking outside the industry for
inspiration.
1:45-2:30
Usage-Based Insurance
Katie DeGraaf
Senior Consultant
Towers Watson
Joseph Griffin
Consultant
Towers Watson
Page 8 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
It is widely believed that UBI in the U.S. will reach tipping point by the end of 2015, but it may have already
occurred. Relying upon over 45 UBI product launches around the world facilitated by Towers Watson, Katie
DeGraaf and Joe Griffin will dig into the critical success factors to help you avoid the pitfalls of a UBI product
launch. With the right data, communication, business processes, and technology, UBI can be the ideal
product to take your customer engagement to the next level.
You will take away from this session:

How to tailor your product and marketing campaigns to raise UBI adoption rates and meet consumer
expectation

How to set the data bar high enough to ensure that today’s solutions stand up to tomorrow’s thresholds

How to incorporate emerging technology in today’s product designs
2:30-3:15
The Omni-Channel Trend:
What it Really Means for Insurers
Mark Breading
Partner and Chief Research Officer
Strategy Meets Action
Is omni-channel just the latest buzzword in the insurance industry, or is there real substance behind the
concept? How does it relate to the customer experience, the customer journey, and customer engagement?
And where do agents and producers fit into the picture? In this session, Mark Breading will address these
questions based on new SMA research and insights from work with insurers. The session will also cover how
insurers are developing strategies, what types of projects are in progress or in the planning stages, and
where investments are taking place. If you are interested in getting a clearer understanding of omnichannel, its implications for improving the customer/agent experience, and what your peers are doing about
it, then this session is for you.
3:15-3:45
Networking Break & Exhibit Hall
3:45-4:30
Connecting Carriers, Agents, and
Customers
Patrick Linnert
4:30-5:15
Creating a Cross-Channel
Customer Experience
Patrick Tripp
Consultant
Linnert Consulting
As carriers and agents across the country seek profitable growth, the landscape is becoming increasingly
competitive. At the same time, insurance agencies classify only 10% of their appointed carriers as partners.
This session will discuss emerging trends being employed by peak performing carriers and agents in
establishing mutually beneficial relationships to attract and retain the best customers. Participants will walk
away with the quantitative and qualitative knowledge necessary to best connect all three stakeholders for
years to come.
Sr. Product Marketing Manager
Adobe Campaign
Ensuring customers have the best experience possible is paramount to the success of insurance marketers.
Knowing how, when and what to communicate to customers can make the difference between keeping and
losing them - and their revenue. But the journey with your customers doesn’t begin when you know all
about the customer and their preferences; it starts when they are anonymous. Learn how cross-channel
campaign management that integrates data from both anonymous visitors and identified customers creates
the most effective personalized customer experience.
5:30 – 7:00
5:30 – 7:00
Networking Reception
Exhibit Fair
2nd Night Exhibitor Drawings
Commercial Lines Track
Tuesday
Track Chairs:
Terrie Lemon
P & C Claims - Claims Analytics
State Farm
Candace Thornton
Strategic Sales Development Manager
Verisk Insurance Solutions
Page 9 of 15
Society of Insurance Research
44th Annual Conference
1:00-1:45
J W Marriott – Indianapolis
November 2-5, 2014
Emerged and Emerging Issues:
Are You Embracing or Bracing?
Guy Fraker
Loss Control as a Strategic Asset :
Showcased through CA Telematics
Dick Mahany
Data Quality in Underwriting:
Impacts on ROI
Peter De Freitas
CEO, Co-founder
get2kno, Inc.
Emerging risks, hazards, and opportunities --- in Commercial Lines, what does our expert watch? And,
given your size and footprint, what should you put on your radar? For years, Mr. Fraker has been studying
exponential technologies in transportation, AI, robotics, urbanization, energy, democratization of data, &
other technologies. New items include drones, supply chain, business interruption. Join us for a lively
discussion on which ones are more than just "noise" but real opportunities to both mitigate the risk (brace)
and leverage for growth (embrace).
1:45-2:30
Director of Insurance Technology
Baldwin & Lyons
Baldwin & Lyons, Inc. is a specialty insurance company with a principal focus in the transportation industry.
Since 2012, B&L has conducted primary research using telematics systems to improve underwriting, loss
control and claims management activities. This ongoing research program is investigating key questions
such as: To what extent does the driving environment determine risk? Can high risk drivers be identified?
What makes drivers high risk? Can high risk behaviors be modified? This session will review the research
program objectives and methodology, plus initial research results. It will also describe a new telematicsbased loss prevention program and review its results to date.
2:30-3:15
AVP
Verisk Commercial Property
carrier co-presenter to be announced
Quality data can make or break the best laid plans of your Commercial Lines program. Our speakers bring
decades of experience from various perspectives: carrier, supplier, auto, property, G/L, small market, midmarket. We will discuss methods to achieve and sustain high levels of quality in underwriting data, review
anonymous examples of ROI benefits, and what balance looks like across stakeholder benefits.
Key
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areas of commentary will include:
Why Companies need to embrace improved data quality in today’s low yield environment
The impact of weak data quality on profitability
The impact of business process on the quality of data and opportunity cost
Methods to achieve sustained high quality
Benefits of embedded high quality data in the business process
3:15-3:45
Networking Break & Exhibit Hall
3:45-4:30
Keys to Building Brand & Product
Differentiation - Cyber Spotlight
Jason Bucher
Senior Underwriter
ANV
Tamara Coffman
Director of Business Development
IDTheft911
Mindy Pollack
EPLI Product Marketer & Publications Editor
Gen Re
Page 10 of 15
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
The topic of Cyber is no longer a fringe risk buried inside a GL policy. Cyber has emerged to become its
own standalone program. As “Main Street” customers shift their mindset to buy Cyber, how will carriers
differentiate themselves…from product considerations to customer experience differentiators to the MGA
perspective? In this session we consider Cyber issues and identify insurance solutions available in the
market. You will hear from a breach service vendor about how they work with insured businesses to comply
with the law and help victims. We will review the range of insurance products for breach response services
and liability, and the options most common in the small business space. And, an MGU specializing in cyber
risk will share suggestions on what customers should look for in cyber products and how to find coverage
that fills any gaps in protection – as well as what an MGU needs from a carrier in support. The Cyber world
is moving at a fast pace, and so will this program!
4:30-5:15
New Technologies Enabling Insurance
Moderator:
Patrick Sturgeon
Director of Finance and Insurance Practice
Fletcher CSI
Bill Cecil
Consultant
State Farm
Rama Duvvuri
Allstate
Fast and big waves of technological change have swept into our industry. Mobile technologies are
revolutionizing customer acquisition and service channels, but also streamlining internal operations such as
claims processing. HBR calls the data scientist the sexiest job of the 21st century, and we continue to see
the impact of analytical technologies across all areas of insurance. In an industry that is not well known for
being the most technologically advanced, we have certainly felt its impact in significant ways. As we look at
how technology is being advanced outside our own domain, we can gain insight about what might be the
next big disruption in our world. Join our panel of tech and innovation experts to hear what they think will
have a huge impact on how we operate and enable insurance commerce. Catch up fast on the latest with
these topics and more:
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Sensor devices & Telecom.
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Cloud & security.
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Digital - what does that mean for commerce & reductions in margins for industry re-investment?
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Fragmentation with GPS.
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Innovation labs with Facebook.
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Data storage & unstructured data advances.
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Social media, gamification, and commerce.
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Platforms for communicating/what's going away.
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Talent.
5:30 – 7:00
5:30 – 7:00
Health Track
Tuesday
Networking Reception
Exhibit Fair
2nd Night Exhibitor Drawings
Track Chairs:
Dawn Faint
Manager, Market Insight
Cigna
Ron Zezza
Sr Strategic Marketing Consultant
Highmark Blue Cross Blue Shield
1:00-1:45
What are your customers telling you
today?
One Insurer's Move From Annual
Feedback Towards a Real Time
Closed Loop Process
Page 11 of 15
Jen Rosatone
Consumer Experience Analyst
Highmark Blue Cross Blue Shield
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Chances are if you've made a retail purchase or bought a product or service recently, you received a survey
asking for your feedback. Customer feedback is more critical than ever to identify unmet needs and
opportunities for improvement. Companies who do not continuously collect data, harvest insights and take
action will quickly be left behind. In this session we will discuss the history of customer feedback and
customer experience metrics at Highmark and how an extremely competitive landscape has required our
company to truly focus on customer metrics like never before. We will discuss how feedback is gathered
today across the enterprise and at the customer touch point level to identify trends, opportunities for
employee coaching, to prioritize strategic initiatives and follow up with unsatisfied customers.
1:45-2:30
Profiling New and Emerging
Competitor Sets through
Indicators Analysis
Erik Prentice, Ph.D.
Senior Engagement Manager
Proactive Worldwide, Inc.
Business in tough, and will likely get more intense as new, global market entrants emerge. While you may
be very familiar with your current competitors, how do you stay abreast of up and coming companies that
are not even on your radar? How do you prepare to compete against companies in the future when you are
not even certain of how the competitive landscape of your industry will look, especially if your marketplace
is undergoing a transition? This interactive session, including a breakout exercise, will explore the challenge
of identifying the various external forces and early warning indicators that are critical to monitor so that
your company is more prepared for new and emerging competitive threats and opportunities.
Learning objectives:

Learn what constitutes a new competitor

Understand the intelligence you need to capture to predict future competitors before they are an actual
competitor

Hear examples of companies that successfully profiled new competitor sets and the impact on their
business

Identify a five-step “indicators analysis” framework beyond Porter’s Five Forces to better assess
emerging competitive threats and opportunities
2:30-3:15
Five Research-based Insights about HCR:
Perspectives from Employers, Brokers,
and Consumers
Ken Zeldis
Owner
Zeldis Research Associates, Inc.
Christine DiMeola
Senior Research Director
Zeldis Research Associates, Inc.
In the last couple of years, Zeldis has conducted more than a dozen recent research studies focused on
health care reform, across broker, employer, and consumer populations. Come hear experts in HCR
research discuss five high-level insights drawn from both qualitative and quantitative research and aligned
across relevant populations. Conclusions will be discussed at a high-level and supported by details,
examples, and quotes. (Specific numbers/data will not be provided due to the proprietary nature of the
research.)
3:15-3:45
Networking Break & Exhibit Hall
3:45-4:30
Segmenting Millennials: They Aren't
Always Who You Think They Are
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Michael Feuerstein
Senior Director,
Financial Services & Insurance
Neustar, Inc
Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Since the Health Care Reform law was passed, it became apparent that increasing enrollment among
Millennials was critical to the success of health insurance carriers. Hear this real case study on how a top
insurance company uses data across multiple marketing channels to identify sub-segments of Millennials.
Learn how they use innovative targeting parameters, such as media preferences and attitudes toward
various advertising channels, to deliver the right message at the right time to improve engagement rates
and increase enrollment among this audience.
In this session you will learn to:

Use data from various touch points to find top-performing audiences

Factor in non-traditional preferences to improve audience targeting

Identify audiences most inclined to purchase your products
4:30-5:15
Generation to Generation: Q&A Panel
Discussion Involving Inter-Generational
Spokespersons
Moderator:
Nichelle Dawkins,
Director of Strategic Data, Perr & Knight
Joaquin Garcia-Lopez
VP Market Research, ORC International
Richard Skyba
Product Consulting
FJA-US
Erik Prentice, Senior Engagement
Manager, Proactive Worldwide, Inc.
Stephanie Roy, Senior Industry Analyst,
Mintel Comperemedia
Linda G Shea, Global Managing Director
Customer Strategies, ORC International
Health care companies need to recognize the value of engaged customers. However, to be successful,
companies must also differentiate, attract, and retain members of all ages. Staying successful will require
collecting and analyzing insights and leveraging best practices within each age segment, from Millennials to
Boomers. This open forum with a representative “advisory board” spanning the generations will provide us
with the glimpse necessary to rethink and revitalize our customer engagement strategies.
Come listen to our moderator and panel as we discuss generational differences and similarities regarding :

Healthcare pain points

Marketing and customer service challenges

Critical consumer needs and possible offerings to meet those needs

Delivery of the right message to the right member through the right channel at the right time

Practices being used to build member loyalty
5:30 – 7:00
5:30 – 7:00
Networking Reception
Exhibit Fair
2nd Night Exhibitor Drawings
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Society of Insurance Research
44th Annual Conference
J W Marriott – Indianapolis
November 2-5, 2014
Wednesday November 5, 2014
7:00-8:00
Continental Breakfast
Plenary Sessions (for all attendees)
8:00-8:15
Opening Remarks
Karen Imbrogno
Conference Chair
VP Insurance Strategy
KBM Group
8:15-9:15
Exceptional Customer Experience
Begins with Attracting, Engaging and
Keeping the Right Talent
Anita Bourke
Executive Vice President - Solutions
The Institutes
Moderator:
Conor Jensen
Candace Thornton
Predictive Analytics
Zurich North America
Strategic Sales Development Manager
Verisk Insurance Solutions
Melissa Jones
Human Resources Executive
CSAA Insurance Group
Scott West
AVP, Customer Strategy & Solutions
Verisk Analytics
The industry presently has great pools of brain power. But, with thousands of Boomers becoming eligible to
retire every day, our industry faces an impending talent drain. Unfortunately, this changing of the guard is
coming at a time when there is also a talent shortfall. A recent study by McKinsey stated that the supply of
“data geek” talent (Actuaries, Economists, Mathematicians, Mathematical Scientists, Mathematical
Technicians, Operations Research Analysts, and Statisticians) will fall 50% short of demand by 2018 – and
that’s across all industries. What can we do now to be very competitive employers, versus the Googles,
Amazons, and Apples, to attract both the brightest talent and the right amount of support we will need to
run our businesses effectively?
9:15-10:00
Hot off the Press - The Latest SIR and
Maritz Joint Customer Engagement
Research
Matt Inman
Senior Director of Strategic Consulting
Maritz Research
While most organizations have made some type of verbal or written commitment towards improving the
experience they deliver to their customers, most also struggle to leverage everything they are hearing from
their customers. Maritz Research recently completed their Voice of the Customer: Practices and Challenges
Study which looks at the most common challenges companies run into when it comes to leveraging the
voice of their customer programs. It also looks at what companies who are successful with their VoC
programs are doing differently. Attend this session and learn where you are similar to and different from
the rest of the industry and learn what the most successful companies are succeeding at. In addition we
will compare the insurance companies to the rest of the marketplace, looking for similarities and differences.
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Society of Insurance Research
44th Annual Conference
10:00-11:00
J W Marriott – Indianapolis
November 2-5, 2014
Panel: Bringing it All Together --The Experts on Key
Conference Takeaways
Moderator:
Mike Murray
AVP Financial Analysis
ISO
Expert panelists, speakers, and moderators drawn from the entire program will come together in one final,
rapid-fire wrap-up session to present their take the on the key points you need to remember and the action
items you need to pursue. This session will not only drive home highlights from sessions you attended but
also round out your experience by filling the unfortunate gaps that arise as a result of having to choose
between compelling concurrent sessions. If your boss expects you to come back from the SIR’s annual
meeting with a list of key learnings and new ideas, you’ll want to take notes during this one.
Panelists scheduled to participate:
Dan Belvin
Wade Bontrager
Anita Z. Bourke
Amanda Changuris
Peter DeFreitas
11:00-11:15
Dawn Faint
Rick Marchetti
Allie Feakins
Ken Ono
Guy Fraker
Erik Prentice
Karen Imbrogno
Carol Smith
Conor Jensen
Scott West
Chris Lee (for J P Bewley)
Conference Recap and Prize Drawings
Prize Drawings: Must be present to win.
(Please choose your flights accordingly)
Only paid or coupon attendees are eligible.
Board & staff not eligible.
Only confirmed sessions and speakers are shown. Please check this page for updated details about
sessions, times, and speakers.
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