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

Panel Discussion: Supply Chain-Disruption, Change and the New Normal in a Post-COVID World

Supply chain disruptions are everywhere—from the grocery store to the car dealer to a neighborhood restaurant. It can be exhausting. All too often conversations in business and at home begin and end with references to it. So, what is on the horizon in 2023—more of the same or a more acceptable “new normal?” Understanding that the last two years have placed more importance on the need for supply chain resiliency and agility, join us to hear how industry leaders feel about current trends and available tools as they share their thoughts on a road map to the future.

  • Hear about the concerning factors causing a shift: blocked shipping lanes, container scarcity, material and component shortages, extreme weather events, rising prices and military conflict.
  • Where are the significant gaps in the US’s procurement and supply chain infrastructure?
  • How do you motivate employees, customers, vendors?
  • When will the supply chain crisis be over, or is this the new normal?
  • Does technology play a role in 2023 and beyond?

Moderator:

Kippy MacNultyVP Business Development,Marcone Supply

Panelists:

Ron KaminskiVice President of Procurement,Trane Technologies

Kevin Roney Extended Service Programs, Whirlpool Corporation

Mike Dimler Vice President, Global Supply Chain Operations and Logistics, Asurion

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

Michael J. Reth,Founder & 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

2:35

Panel Discussion: Best in Class Customer Service – Client Retention and Attraction

Moderator:

Matt Haas, Manager, C&F Secure Extended Warranty, Deere & Company

Panelists:

Aleem Lakhani, Vectorsolv

Chris Smith CEO OnPoint Warranty Solutions

Jon L. Gillum, Senior Counsel,Locke Lord LLP

3:20

Industry News Flash – Home & Appliance

Eric Arnum,Editor, Warranty Week

3:30

Networking Refreshment Break

4:00

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

4:30

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.

5:00

Panel Discussion: 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,Ironwood Warranty Group

Jimmy Bennett,Director of Product Development, GSFSGroup

Mark Nagelvoort, President & CEO, PCMI

5:45 – 6:45

Networking Reception

Sponsored by

Strategic Solutions Network (SSN), based in Boca Raton, FL, is the parent company of the Medicare Risk Adjustment & Revenue Management Management, Plus Quality and Star Ratings and a series of related conferences.

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

Case Studies: Harnessing AI and IoT to Drive Down Claim Costs, Increase Uptime and Enhance Service Experience

Connected devices generate more timely, detailed product usage data than we’ve ever had access to before. Combined with traditional data sources such as warranty claims, build information, and service history, we can derive a holistic picture of the product in use. However, having the data isn’t enough. AI and Machine Learning algorithms allow manufacturers to take advantage of those data to make real-time predictive maintenance and remote diagnostic decisions, allowing them to reduce costs, maximize product uptime, and enhance customer service & satisfaction. This presentation will focus on real-world case studies of manufacturers harnessing the power of Telematics, Streaming Analytics, and Artificial Intelligence to avoid unnecessary downtime, reduce diagnostic time, and get the product back into service as soon as possible.

David Froning, Portfolio Manager of IOT Solutions,SAS

9:05

Industry News Flash – Mobile & Electronics

Eric Arnum,Editor,Warranty Week

9:15

Reimagining Service Experience With Data-Driven Service Contracts

As manufacturers become more innovative about leveraging the equipment and aftermarket data via IoT and leverage deep insights from artificial intelligence (AI) or machine learning, they have an opportunity to drive connected and seamless Service Contracts processes.
During this session, speakers from ThermoKing - the global leader in transport refrigeration and heating for trailers, trucks, buses, rail cars, and shipboard containers; and Tavant – the global leader in Warranty and Service Contracts Management will explore the trends shaping the Service Contracts industry, the ThermoKing journey towards reimagining Service Contracts, and the role of Analytics in driving a truly connected Service Lifecycle experience.

Jaimie Wolfert,Claims Management, Manager,Thermo King

Petchiraj Piramuthu,Associate Vice President - Data Architecture & Analytics,Tavant

9:45

Networking Refreshment Break

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



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