2019 Spring Conference - Agenda
6:30pm to 9:00pm
Cocktail Reception *New Time* Monday Night!! (Poolside Courtyard)
Join us for cocktails and refreshments on Monday night to meet up with all your fellow TRMA friends before the conference begins on Tuesday!
9:00am to 11:15am
Learning Lab (Presidio I)
You asked for it, we are delivering! The Learning Lab will be a HIGH engagement interactive dialogue where participants will drive discussion led by subject matter experts.
Join technology and compliance experts as they discuss Omni Channel, Robo Calling and Calling Blocking in an interactive setting with your peers as you move from topic to topic sharing perspective, best practice and knowledge in a high-energy, fast paced workshop. Each topic will be 40 minutes and all 3 topics will be offered simultaneously.
11:00am to 12:00pm
Benchmarking Committee Meeting (Palo Verde II)
12:00pm to 1:00pm
Newcomers Lunch (Presidio V)
1:00pm to 1:15pm
Welcome/Introductions (Presidio III/IV)
1:15pm to 2:15pm
Keynote - Captain Mark Kelly (Presidio III/IV)
NASA space mission commander and American hero Captain Mark Kelly demonstrates how focus, dedication and persistence can help you tap into your potential to succeed in any competitive setting.
2:15pm to 3:00pm
Fraudsters Never Sleep – How Carriers are Answering the Call
As carriers have transitioned to becoming more digital, modern-day pirates have evolved their schemes to capitalize on any vulnerabilities. One of their primary focuses is the contact center – considered by Gartner to be the “epicenter of vulnerability” in omni-channel customer-facing organizations. By 2020, Gartner projects that 75% of these businesses will endure a targeted, cross-channel fraud attack with the contact center as the primary point of compromise.
Bottom line: Fraud is a force to be reckoned with and carriers need to be vigilant and creative to answer the call. How can they keep one step ahead of fraudsters? This session will showcase the innovative ways that carriers across the globe are mitigating fraudulent attacks.
3:00pm to 3:15pm
3:15pm to 4:00pm
Panel - The Fair Credit Reporting Act: From Reasonable Investigations to Permissible Purpose
The FCRA is in vogue again. Consumer attorneys are bringing more suits under the FCRA as claims under other consumer protection statutes fall by the wayside. This session will provide attendees with the FCRA rules, from Permissible purposes to pull a credit report, the type of Reasonable Investigations needed when consumers dispute their credit reporting, and the type of accurate reporting to minimize the risks of liability.
4:00pm to 4:45pm
TCPA Tips: Trends and Take-Aways for a Compliant yet Customer-Centric Engagement
The TCPA continues to be a point of pause for contact centers while the demand for engagement over cell phones continue to rise. How can contact center leads manage both demands? Hear from leaders on both sides of the fence - Legal Counsel and Digital Innovator- as they discuss the latest in TCPA developments and best practices. Both presenters will share the latest in:
•TCPA trends: State and Federal
•Regulatory impacts on other channels, such as SMS •Consent across all channels •Customer expectations in cell phone engagement
Join LiveVox General Counsel, Mark Mallah alongside Digital Solutions Leader, Boris Grinshpun, on this insightful yet practical panel on compliant yet customer-centric cell phone engagement.
4:45pm to 5:15pm
Voting Members Only Session (Presidio III/IV)
Business Affiliates Only Session (Presidio II)
6:00pm to 9:00pm
Special Event - Outdoor Mexican Fiesta! (Last Territory)
Join us at the El Conquistador’s Last Territory for a Mexican Fiesta buffet supper, cocktails and entertainment. Who knows, maybe there will be some surprise competitions as well – anyone for horseshoes?
6:30am to 7:15am
Networking Power Walk
8:00am to 9:00am
Breakfast (Presidio V)
9:00am to 9:45am
Panel - Domestic and International Best Practices for Emerging Threats in Fraud (Presidio III/IV)
Losses due to fraud in Telecom are estimated to be in the range of $12 billion to $20 billion annually and may account for between 3% and 10% of operators’ bottom lines. Even understanding the size of the problem can be a challenge, let alone deploying sophisticated anti-fraud measures that don’t negatively impact the customer experience. In this panel session, we will explore trends and learnings on both domestic and international topics such as first-pay-default, never pay, and account takeover, as well as the latest thinking on how to apply a decision science approach to fraud.
9:45am to 10:45am
Collections Track - AI will be Augmented Intelligence for Collectors in the Next Economic Downturn (Presidio III/IV)
Artificial Intelligence and Machine Learning can be transformative technologies in a traditional call center model as well as in digital collections. Even in good economic times, agent attrition and training is a perpetual challenge. Especially when the economic expansion inevitably ends, collections volumes and uncollectible receivables will stretch the capacity of Collections in the Telecommunications, Pay TV, Utility, and other industries. Augmenting the skills of new and experienced collectors and collections managers with advanced analytics technology can increase collections effectiveness and efficiency, reduce bad-debt expense, and increase earnings.
Fraud Track - Credit Invisibles – Uncover New Opportunities (Presidio I/II)
The CFPB recently published a study that looked at geographic patterns of credit invisibles. The study showed that consumers younger than 25 make up the highest proportion of credit invisibles however, 90% of consumers between 18-24 are able to become credit visible by their mid to late 20’s. While this is a promising statistic for new business, the CFPB’s study also showed that becoming credit visible becomes more challenging for the individual as they reach 25 or older. As a telecommunications company, how do you take advantage of capturing this demographic as customers before it’s too late?
In this session, Daniel Kesser, Professional Services Consultant, will share a recent ID Analytics study that show how alternative scores can provide insight and access to credit invisible consumers including those that the CFPB has identified that are struggling to get access to traditional goods and services after the age of 25. The study will also show how using alternative scores can help telcos identify consumers throughout the credit spectrum, not just credit invisibles.
10:45am to 11:45am
Collections Track - End to End Consumer Journey Solutions (Presidio III/IV)
Customer analytics throughout the service journey is essential to optimizing your profitability. See how effective customer segmentation is helping a large regional telecommunications company retain and manage slow pay and no pay customers.
Fraud Track - Fighting Emerging eCommerce Fraud Schemes Without Friction (Presidio I/II)
Traditional methods being implemented to fight the rising tide of cybercrime in eCommerce are coming at the expense of the customer experience, leaving a trail of abandoned carts and frustrated potential subscribers in their wakes. The tension that exists is leaving communications and media companies with a near-impossible decision about which they want more: Fewer fraud losses or a better customer experience. But what if there were a way to have both? Hear case studies that will reveal the secrets discovered by leaders in the industry about how to use one critical tool - digital identity - to mitigate fraud across the entire customer journey with less friction.
11:45am to 12:30pm
Know your Customer: Drive the Business with Customer Intelligence
This session will showcase how service providers can make the most of their most valuable asset - customer data, in a customer centric world. The amount of data captured daily is growing exponentially and although data is an asset, many businesses struggle with managing it and finding efficient ways to capitalize on it. This creates gaps in customer intelligence that cause significant challenges across the customer life cycle – from having correct information for customer notifications regarding areas such as: CPNI, Service Outages and billing updates – all of which contribute to optimizing the customer experience via more personalization. Attendees will learn how to elevate the customer experience by knowing their customers and growing with them.
12:30pm to 1:30pm
Lunch (Presidio V)
1:30pm to 1:45pm
1:45pm to 2:30pm
Panel Interview with Industry Leaders
Hear from your peers regarding what they have experienced in their business over the last year, what they see coming on the horizon, and how they are adapting their business for those changes.
2:30pm to 3:15pm
10 Years Later: How the Great Recession Has Created Opportunities in the Telecommunications Services Sector
Last October we marked the 10-year anniversary of the Great Recession. It was a perfect time to review its impacts across various consumer segments and revisit the reactions of wireless carriers and communications service providers in how they choose to extend credit to consumers. In doing so we can better understand the lingering impacts of the Great Recession including how this historic crisis changed consumer economic profiles and now introduces new opportunities to identify hidden credit worthy segments. Equifax will present a ten year longitudinal study that highlights consumer segments by age and life stage and the changes in both their credit profiles and financial capacity ratings. Results from the study suggest that an agile credit policy can benefit from multiple data insights to supplement credit scoring. The reach of the Great Recession is long and in some cases subtle, resulting in unidentified opportunities to extend credit to worthy consumers so they can upgrade devices and plans.
3:15pm to 3:30pm
3:30pm to 4:15pm
Legislative/Regulatory Outlook on Credit, Credit Availability and Data Privacy
The result of 2018 mid-term elections is a divided Congress in 2019-20. Data privacy, cybersecurity and consumer protection are areas where Republicans and Democrats could reach consensus.
What could be the impact on credit, credit availability, fraud prevention and the ability to communicate with customers?
Can Congress pass a national privacy preempting the California Consumer Privacy Act while preserving key, existing laws such as the Fair Credit Reporting Act and Gramm-Leach-Bliley?
4:15pm to 5:00pm
Lessons Learned from our Collections Optimization Journey
At TRMA Fall 2018, Dish Network shared a plan for leveraging data science and optimization to improve agency placement strategy and drive better collection outcomes. In this session, Dish will share the latest results, insights and lessons learned from our most recent investments and reflect on our journey. These important findings could help you shape your own approach either now or in the future.