Agenda

Networking Continental Breakfast

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Co-Chairperson’s Opening Remarks

Maintaining Market Share, Brand Loyalty and Customer Retention in an Era of Global Market Disruptions, Delays, and Labor Shortages

In 2021, the US manufactured $721 billion in motor vehicles and parts while importing $160 Billion in automotive parts; the latter setting an all-time parts import record. How has increased reliance of oversees procurement and logistic delays impacted the servicing of Customers and what does the road ahead have in store? In this session, we will discuss the impact of market / industry globalization on the supply chain and how can we overcome the impact from pandemic, political unrest, material shortages and labour costs to deliver customer value.

Panel Discussion: Expanding and Retaining Market Share – Competitive Tools and Strategies

Moderator:

Panelists:

Innovative Business Models Offering Multiple Payment Methods: Delivering Value Deep into the Machine Lifecycle

This session will cover our journey through various business models that allow customers to pay through multiple methods. We desire to meet customers where they are and create solutions that align our economics with the betterment of our customers’ business.  Through these solutions, we reduce aftermarket leakage while ensuring John Deere offers a deep customer experience across the lifecycle.

Networking Refreshment Break

Industry News Flash: Auto

Leveraging Service Occurrences to Create Life-Long Revenue Opportunities

Maintaining the satisfaction of your current customers and leveraging them as a promoter of your business is critical to growth. In this session, I will discuss how GE Appliances is launching white glove service experiences. Leveraging technology to personalize every touch point, we have increased our customer Net Promoter Score while creating opportunities to add or sell new products and services when and where our customer needs.

2023 Legislative Roundup

This session will focus on recent legislative changes and trends at both the state and federal level.  An overview of service contract regulation will be provided and lead into a discussion of specific issues.  Topics will include problematic state legislation, recent FTC activity, and what to look out for.  We will discuss new laws passed in 2023 as well as what to anticipate in 2024.

Service Network Trends and Techniques to Improve Efficiency Within an Ever-Changing Landscape

This presentation will evaluate changing trends in Appliance, HVAC, Plumbing and Other Trades along with technology and other recent trends to adapt and improve service efficiency.

• Service Capacity Trends
• Alternative Servicing Methods
• Technology Solutions
• Service Cost Trends
• Quality Measurements Trends

Networking Lunch

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Industry-Specific Roundtable Discussion Groups

Join one of these small group, highly interactive discussions to get your questions answered on the spot, generate innovative ideas and hear from your industry colleagues.

A. Auto

Group Leader:

B. Electronics & Mobile

Group Leader:

C. Home & Appliance

Group Leaders:

D. Other Special Markets

Group Leader:

Industry News Flash: Mobile/Electronic

Q&A Discussion: Creating Radically Innovative Customer Value Through Emerging Technology (AI/ML, IoT, AR/VR, and others)

Networking Refreshment Break

Subscription Model Legal Considerations for Service Contracts

This session will look at state service contract regulatory issues that impact how and whether month to month service contracts may be offered covering automobile, home and consumer goods service contracts.  Reserving, cancellation, contract issuance, and other issues are impacted.   New attacks on automatically renewing contracts at both the state and, more recently, the Federal Trade Commission, are placing roadblocks in front of this important consumer choice.

General Counsel Roundtable: What Industry Leaders are Doing to Ensure Compliance

Moderator:

Panelists:

Automotive Sector:

Consumer Electronics Sector:

Home Warranty Sector:

Exclusive Research Results: Product Protection – Predictions and Analysis

This session will encapsulate the results of a research project to identify fundamental truths and new trends in the protection product industry. We’ll provide predictions and analysis from industry experts both in and out of the industry in the hope that it will assist you in guiding the path of your business.

Networking Reception

Networking Continental Breakfast

Co-Chairperson’s Remarks

Panel Discussion: Globalization of Extended Warranties and Service Contracts – Expanding Internationally

Moderator:

Panelists:

Embracing AI for Competitive Advantage

Artificial intelligence technologies are growing at an exponential pace and impacting all industries. 35% of businesses state they use AI in their operations, and many are expecting to adopt it in the coming years. However, between 60%-80% of AI projects fail. Why and how can AI be realistically implemented to deliver quantifiable outcomes for competitive advantage?

Talent Management and Recruiting: Strategies to Overcome Labor Shortages & Diversity Challenges and the Impact of an Aging Workforce

Finding great talent in any industry can indeed be challenging, and the warranty and services sector is no exception. The lack of diversity, supply of labor in the trade and the aging workforce further compound the difficulties faced in talent acquisition and succession planning. However, there are several strategies that organizations can consider to address these challenges,

Networking Refreshment Break

Industry News Flash: Home/Appliance

Accessing the Right Data at the Right Time to Create Competitive Product and Deliver Exceptional Customer Value

Harnessing AI to Maximize Your IoT Investment to Increase Sales, Reduce Costs and Improve Quality – Case Study Examples

AI is all over the headlines, but what is it and how can you harness it to improve your business? This presentation will focus on real-world applications of AI to maximize the value of customer, process, and product data.  Case studies will illustrate how companies are already using AI to increase sales, reduce costs, and improve customer satisfaction.

Lifetime Warranty: The Business Case – It’s More Than Just Math, But the Math Works Too!

Lifetime Warranty, what’s all the hype? Most TPA’s offer a LTW. Most OEM’s have not bought in. What’s the value proposition? Aren’t dealers giving away coverage they could sell? Does it really cannibalize VSC Revenue? Or do LTWs grow customer loyalty, service retention and a greater opportunity to sell VSC WRAPs?

Close of Conference