2017 Fall Conference - Agenda
8:30am to 11:30am
Learning Lab - Learn How to Convert Data into Humanity (Apache II Room)
The 3.5 hours (1/2 hour break) is a combination of seminar, keynote and interactive training session. Learn what a happy customer is worth. Learn how to turn big data into something meaningful and how to shatter customer expectations. You will depart the Learning Lab with useful and vital business knowledge and a plan of action with strategies that can be successfully implemented in your workplace.
Speaker – Scott Deming, 30 plus years of experience in the corporate world, owned and managed a national advertising and marketing agency and has worked with a plethora of Fortune 500 companies such as; AT&T, Verizon, Met Life, Merck and Chiptole to name just a few.
11:45am to 12:45pm
Benchmarking Committee Meeting (Treaty Room)
1:00pm to 1:30pm
1:30pm to 2:30pm
Keynote Speaker - Andrew Lippman, MIT Media Lab (Maricopa Ballroom)
Session details TBD
2:30pm to 3:00pm
3:00pm to 3:45pm
Credit Behavior of New, Young & Low-income Consumers (Maricopa Ballroom)
Clarity’s data shows that young (18-25-year-olds), new-to-market, and low-income consumers (net income less than $20,000 a year) are receiving financial services, just not in the prime lending space.Using a subsample of approximately 5 million loans in 2016, Clarity found that close to 1 million loans were made to a low-income borrower. This translated to 22% of the sample.Close to half a million loans were made to 18 to 25-year-olds. We will examine if these new-to-market consumers’ financial behavior and trends regarding loan types, frequency of use, credit utilization and payment performance show any generational differences when compared to other age and income groups.
3:45pm to 4:30pm
Digital Collections - Risk & Opportunities (Maricopa Ballroom)
We see digital communications everywhere in how consumers find and receive their services. However digital has not found a foothold in the collections realm for various technological, regulatory, and legacy reasons. In this session we will review the shift in consumer behavior and preferences, and how digital collections can bridge the gap between the past and today's consumers. We'll learn about the millennial consumer, their changing dynamic, and discuss success stories for digital collections.
4:30pm to 5:15pm
TRMA Family Feud! (Maricopa Ballroom)
What are the top priorities for telecom risk management professionals? “Survey says!” Join this session to be a team player or spectator to TRMA’s version of the American television game show “Family Feud”. Prior to the conference, telecommunications professionals will be asked to respond to a survey about risk management and customer engagement. Team players will try to match their answers with the leading responses to the survey questions. Winners get a special prize, and everyone attending this session will get more insight into the current trends and priorities of the industry.
5:15pm to 5:45pm
Voting Members Only Session (Maricopa Ballroom)
6:30pm to 9:30pm
Special Event - Penske Racing Museum
Enjoy our evening special event at the Penske Racing Museum and view an amazing collection of cars, trophies and racing memorabilia chronicling the career of one of the most successful dynasties in all of sports. Penske Racing has over 50 years of racing experience and over 400 major race wins highlighted by 16 Indianapolis 500-mile race victories. On display in the museum are cars detailing the diversity of Penske Racing including a replica of the 1963 Pontiac Catalina which Roger Penske drove to victory in the 1963 Riverside 250. Additionally, a number of Indianapolis 500-mile race winners are on display including the 2009 Dallara Honda which Helio Castroneves drove to win the 2009 Indy 500. A buffet supper and some awesome interactive racing activities will highlight the evening.
6:30am to 7:15am
Group Power Walk (Meet in the Garden Courtyard at 6:30am)
Water will be provided.
7:30am to 9:00am
Breakfast (Papago Room)
9:00am to 9:45am
Who's on First? Understanding the Requirements for Strategic 1st and 3rd Party Relationships (Maricopa Ballroom)
A quiet surge of litigation is capturing the attention of the C-suite – and it’s all about relationships. Since publication of the FTC’s DeMayo letter Creditors have entered into relationships with companies to collect in their name and on their behalf. But the lines between these service relationships are blurring and the consumer bar has taken notice. Attend this session and learn: How to establish a Defacto Employee Relationship; Key factors of a First party relationship; Key factors of a Third Party relationship; Due diligence requirement for managing both.
9:45am to 12:30pm
Track Sessions - Click here to see the full schedule and descriptions
9:50am – 9:55am Move to tracks
9:55am – 10:40am Track 1
Credit/Fraud Track (Maricopa Ballroom) - Panel - Leveraging Consent to Enable Effective Email Engagement for Today’s Digital Consumer
Email is a popular communication channel that provides consumers ease of offline access and contact centers with direct access to consumer’s’ inbox with minimal resources. Despite the corresponding opportunity that email presents, businesses continue to struggle to evolve their consumer contact strategies to optimize this and other non-voice channels. This is especially true for consumer recovery efforts. One of the greatest challenge preventing effective email engagement and other multichannel efforts is concern surrounding consumer consent. This panel will discuss a practical approach to addressing consent without significantly impacting existing workflows. Join technology and operational industry leaders as they discuss how to collect, manage, and leverage real-time consent to drive multichannel engagement and ROI.
Boris Grinshpun, Director of Product Management, LiveVox Inc., John Bedard, Attorney, Bedard Law Group, and Chris Shuler, COO at American First Finance
9:55am – 10:40am
Regulatory/Collections Track (Apache I) - Case Study: Strategic Outside Collection Agency Management to Optimize Recovery and Customer Experience
This session will provide insights and a real-life global case study that examines a new way of thinking about OCA management and account placement. Attendees will discover how a technology-based approach of ensuring that the right account is assigned to the right OCA is helping providers optimize recoveries while improving the customer experience. Following this study, is a discussion on the importance of robust technology and processes to enable this new strategic method, especially in the current customer-focused climate.
Speakers: John Telford, Debt Management Leader and Robert Andrews, Business Development Executive, Equifax
10:40am – 10:50am Break and change tracks
10:50am – 11:35am Track 2
Credit/Fraud Track (Maricopa Ballroom) – Growing your Customer Base by Delivering Delight in your Digital Channels
In today’s world, consumers are spending a significant portion of their daily lives in the digital environment. As a result, they are also transacting via their smartphones and tablets from looking up their accounts, monitoring the state of their finances, paying their bills down to applying for new accounts. However, the current new account application process in digital channels like the smartphone or tablet is not optimized for such interactions leading to high abandonment rates. It is difficult, time-consuming and annoying to be entering all the personal information required to apply for a new account or service. Raj will talk about strategies to enhance the digital on-boarding experience that tackles abandonment, produces growth in this vitally important channel and show in real-time the use of those strategies with a simple demonstration.
Raj Dasgupta, Director Consulting, ID Analytics
10:50am – 11:35am
Regulatory/Collections Track (Apache I) – Streamlining Collections Prioritization with Commercial Risk Data
More than 70% of collection calls are made to customers who would have paid anyway. This session will cover how to segment commercial collection accounts by using commercial credit risk data to improve resource effectiveness.
Speaker: Ann Skibicki, Director of Product Management, Experian Business Information Services and Jason Billiot, Account Executive – CEM, Experian
11:35am – 11:40am Break to move tracks
11:40am – 12:25pm Track 3
Credit/Fraud Track (Maricopa Ballroom) – The State of Fraud in 2017
Identity fraud places a tremendous burden on consumers and presents difficult challenges for telecommunications providers. In recent years, consumers are changing the way they interact with institutions from in-store to online transactions and this shift is bringing added risk to telco providers. In this session, Kevin King will cover the trends and methodologies of the largest fraud challenges telecommunication companies are facing in the United States in 2017. He will define and characterize the different modes of identity fraud such as muling, synthetic fraud, fraud rings, and account takeover. As fraudsters become more sophisticated, Kevin will demonstrate how the telecommunications industry can benefit from using consortium databases to combat these new fraud threats to protect their consumers and their businesses from risk.
Speaker: Kevin King, Principal Consultant, ID Analytics
11:40am – 12:25pm
Regulatory/Collections Track (Apache I) - The Key to Digital Security is Already Sitting in the Palm of Your Hand
We carry our mobile phones with us everywhere, and use them for nearly everything. What if your mobile phone could also be used to protect you against fraud and make transactions easier across multiple channels. That's the shift that we have been seeing as more and more companies move towards using mobile identities as a measure of trust. In this session, we will review the new ways that mobile identities are being leveraged to identify and authenticate customers across various digital channels. We will also discuss the various types of fraud (call center fraud, account takeover) plaguing the landscape today and how an individual's mobile identity can be used to combat these types of attacks.
Speaker: Lou Spadafora, VP, Carrier Relations and Data Procurement, Payfone
12:30pm to 1:30pm
1:30pm to 2:00pm
2:00pm to 2:45pm
Panel - Collections Best Practices and How to Effectively Navigate in a Challenging Regulatory Environment (Maricopa Ballroom)
This panel session will highlight the latest regulatory updates confronting the collections industry, including the Telephone Consumer Protection Act, the ongoing CFPB rulemaking, and focus on how to implement successful strategies within this uncertain regulatory environment. The panel will consist of a regulatory expert along with accomplished telecom collections professionals that will address such topics as what to expect from the CFPB in 2018, the latest TCPA developments, and how to use technology effectively for customer outreach – including strategies for communicating via mobile phone. In addition to learning best practices, the experts will share their insights on the near and moderate term regulatory outlook and what telecom companies need to do to stay profitable and compliant.
2:45pm to 3:30pm
Case Study - Your clients’ balances: You know their age. Do you know their DuDE? (Maricopa Ballroom)
Mediacom will share why they chose internal behavioral scoring and how they use, among other more recognized metrics such as aged balances and write-offs, TSI’s DuDE (Due Date Effectiveness) Index to track the performance of their collection strategies and movement of their portfolio over time.
An Arizona treat will be given to attendees at this presentation.
3:30pm to 3:45pm
3:45pm to 4:30pm
Exploring the Components of End-to-End Digital Customer Engagement (Maricopa Ballroom)
Digitization offers telecom companies an opportunity to regain their market positions and improve engagement with customers. According to a study conducted by McKinsey & Company, most executives consider digitization to be one of their top priorities, but few companies are close to capturing its full potential. It is projected that digitization could enable telecom operators to improve their profits by as much as 35%, yet the average improvement achieved is just 9%. The digitization of customer activation and service can help providers to align with consumer expectations around efficient, seamless and personalized interactions – an element that is vital to acquiring millennials and following digital-native generations. Investing in digital sales has enabled some leaders to increase revenues by 30% and digital has become the leading channel in many customer-service transactions.
4:30pm to 5:15pm
What We Need to Know about Internet of Things (IoT): The Impact on Telecom and Utility Industry (Maricopa Ballroom)
What is IoT? Yes, IoT may enable your fridge to “tell” your treadmill to increase the speed, or enable your coffee pot to brew perfect pot of coffee. But some fear IoT technology will also turn that same coffee pot into an access point for hackers to steal your identity or control your home. In this session, we will define the IoT that impacts the telecom and utility industry. After understanding the influence of IoT on our industry, we will explore the impact IoT will have on our everyday tasks, systems, and processes, whether in credit risk, fraud prevention, or collections.