Agenda

Speaker Presentations
Monday, October 17, 2022
7:00

Networking Continental Breakfast

8:00

Co-Chairpersons’ Opening Remarks

Jim Mostofi,Chief Executive Officer, Choice Home Warranty

8:10

Exclusive Consumer Insights Research Report Results: What Do Your Customers Really Want?

Customer centricity makes for happy customers, but it requires a strategic shift from selling products and contracts to solving problems and meeting customer needs.  During these uncertain times, it is more important than ever. 

Meeting customer’s needs means organizing around what customers want as opposed to what the business has done in the past, and prioritizing customer lifetime value (LTV) and loyalty over individual transactions.  This kick-off session will provide insights based on exclusive customer research on what customers want, their intentions and what they value in warranties and service contracts during this era of uncertainty.

Chris McDonald, Founder and CO-CEO,Registria

8:40

Innovative Warranty Distribution Channels, New Products & Services to Adapt to Changing Consumer Buying Behaviors – the Warranty Market of 2025 and Beyond

The session will examine necessary modifications in products and distribution required to address the changing warranty market and the evolution of consumer buying behavior.  Since consumers are shifting their purchases of warrantable products from traditional distribution (i.e. Retail, Dealership, Other) to virtual distribution (i.e. Online, Mobile, Subscription, Third Party Ownership and Leasing), warranty products have evolved and are continuing to evolve to adapt to the changes.  In this presentation, the presenter will address the specific product and distribution channel changes necessary to utilize warranties to drive customer loyalty, product differentiation and otherwise capitalize on changing consumer buying behavior through 2025 and beyond.

Jim Mostofi,Chief Executive Officer, Choice Home Warranty

9:10

Smart Servicing—Bridging the Gap Between OEMs and Extended Warranty Companies—Building Out Your Provider Network to Offer the Best Fix the First Time

  • Network to offer the best fix the first time
  • What is offered by the OEM for the first-time fix?
  • GE Appliances SMARTHQ
  • Fix the product with no parts
  • Zero in on prioritizing your service network to fix the product the first time
  • Who stocks parts? Reducing time to order parts

Tracey Janey,National Customer Care Director, GE Appliances, a Haier company

Scott Harder, Senior Director – Supply Chain, Asurion

9:40

Industry News Flash – Auto

Eric Arnum,Editor,Warranty Week

9:50

Networking Refreshment Break

10:20

Innovative Strategies to Boost Sales and Expand Marketing

Panelists:

Jon L. Gillum, Senior Counsel,Locke Lord LLP

11:00

Raising Capital or Selling Your Business – Hear Directly from Investors/Financiers

Adam Hamberg, Director, Stone Point Capital

11:30

Consumer Trends in 10

Chris Penn, Vice President, Client Services, Centricity

12:00

Improving Attachment Rates in a Digital World – Harnessing New Technologies

Panelists:

Michael J. RethFounder & CEO, Axiom Connected

Derek Bunkall, VP, Global Automotive Strategic Research,Assurant

12:30

Networking Lunch

1:30

Industry-Specific Roundtables

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

Roundtable Leader

Tom Miller,Voluntary Protection Products Group Manager,Toyota Financial Services

B. Mobile/Electronics

Roundtable Leader

Aaron Lunt, Shareholder, Meenan P.A.

C. Home/Appliance

Roundtable Leader

Rodney Martin, Chief Executive Officer,America’s Preferred Home Warranty

Scott Harder, Senior Director – Supply Chain, Asurion

D. Other Special Markets

Roundtable Leader

Darius Bullock, General Manager – Pool Services,Pentair

2:45

Best in Class Customer Service – Client Retention and Attraction

Panelists:

Kolby Rath, Manager, Aftermarket Portfolio, Deere & Company

Aleem Lakhani, Vectorsolv

3:30

Industry News Flash – Home & Appliance

Eric Arnum,Editor, Warranty Week

3:40

Customer Acquisition Cost: Where Does Warranty Fit In?

The warranty industry is nothing without the customers who purchase them, but just how much money are we spending to acquire each customer?  This session takes a focused look at how retailers in many warranty categories are marketing to bring customers in the door, and how they are using warranty products to their advantage.  In today’s market, nothing matters more than capitalizing on every opportunity.  Let’s discover how warranty can be an important factor in the cost of marketing.

Chad Burris,Product Protection Program Manager,Nationwide Marketing Group

4:10

Legislative & Regulatory Trends: Where is the Industry Heading?

This session will focus more deeply on key trends sweeping across the states including areas of contract language, product innovation, administrative technology and a host of other areas, including a focus on the interaction between state and federal regulation, automatic renewal legislation, consumer protections and other influences.

Tim Meenan,Managing Partner,Meenan P.A.

Aaron Lunt,Shareholder, Meenan P.A.

4:40

Product Innovations to Expand Market Share and Delight Customers

Moderator:

Jesse D. Wilson, Warranty Design

Panelists:

Christopher Costin, Senior Director, Global Business Development,AIG

Dan Tafel,Vice President, Sales & Marketing,Hornbeam Insurance

Jimmy Bennett,Director of Product Development, GSFSGroup

5:30 – 6:30

Networking Reception

Tuesday, October 18, 2022
7:00

Networking Continental Breakfast

8:00

Co-Chairpersons’ Remarks

Jim Mostofi,Chief Executive Officer, Choice Home Warranty

8:05

The Right Data Matters- How Retailers Can Use Appliance Service Claim Data to Sell Protection Plans

Beyond a sales process, what are supplemental tools when selling protection plans? We will discuss how applying what is extracted from service claim data can help to build an effective, outfitted protection plan sales strategy for consultants

Tracey Eppes, National True Blue Program Manager,Ferguson

8:35

Create Customer Loyalty Through a Subscription Model

We will focus on how we create loyalty through offering the right products, at the right time, at the right price. We will show how to keep loyal customers for life through our unwavering focus on convenience, speed, and quality.

Kyle Yount, Director of Business Development, Domestic and General

9:05

Connectivity – Harnessing AI and IoT to Drive Down Claims Costs and Enhance Customer Service

David Froning, Portfolio Manager of IOT Solutions,SAS

9:35

Industry News Flash – Mobile & Electronics

Eric Arnum,Editor,Warranty Week

9:45

Connected Service Life-cycle Management: A Data-driven Look at Service Contracts and Extended Warranty

Jaimie Wolfert,Claims Management, Manager,Thermo King

Samantha Horton, Sr. Business Analyst,Tavant

10:15

Approve or Deny – What’s the Best Way to Handle Claims?

Of course, you don’t approve every claim – some claims are just not covered in your contract. But you do need to know how to deny claims well to avoid getting sued or even caught up in a regulatory investigation. This session offers an opportunity to learn from the mistakes of someone else. In the end, your customers will appreciate your service – even while you’re denying their claim!

Alan Meek, Member,Frost Brown Todd

10:45

Harnessing Sales/Claims Data to Grow Your Service Contract Business

Whether you are a retailer or manufacturer, data is a key component to managing a successful service contract program.

  • What are the key data points you should be reviewing and at what frequency
  • How do you take that data and make it actionable
  • How can data help impact the overall customer experience

Chris Penn,Vice President, Client Services,Centricity

11:15

Industry Specific Roundtables

Industry-Specific Roundtables

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

Roundtable Leader

Tom Miller,Voluntary Protection Products Group Manager,Toyota Financial Services

B. Mobile/Electronics

Roundtable Leader

Aaron Lunt, Shareholder,Meenan P.A.

C. Home/Appliance

Roundtable Leader

Rodney Martin, Chief Executive Officer,America’s Preferred Home Warranty

Scott Harder, Senior Director – Supply Chain, Asurion

D. Other Special Markets

Roundtable Leader

Darius Bullock, General Manager – Pool Services,Pentair

12:30

Conference Concludes