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CSLF 2003: Making Sense of Service Challenges

Participants in this event will hear executives from some of the industry's leading service organizations offer insights as to what it takes to exceed customer expectations and do it in a way that actually achieves ROI.

With ROI, performance measurement and speed-to-market the mandates of the moment, it can be tough to make sense of new technologies and metrics/benchmarks while trying to implement a comprehensive, financially sound customer service strategy. One way to make the process easier is by attending Insurance & Technology's Customer Service Leadership forum, "Profiting From the Relationship," Wednesday, April 2, at The Roosevelt Hotel in New York City.

Industry Expertise

Participants in this one-day event will hear executives from some of the insurance industry's leading service organizations offer insights and analysis as to what it takes to consistently exceed customer expectations and do it in a way that doesn't squander resources and actually achieves ROI.

The topics to be addressed at the conference include developing and supporting a strategic vision regarding customer service and support; approaches to creating a single customer view that are cost-effective and make sense; point-of-service issues, including tapping into claims and transactions as a vital source of customer information; opportunities for self-service; the technology- and customer service-related implications of recent regulation and legislation such as the USA PATRIOT Act and HIPAA; and how innovative organizations are deploying effective portal strategies.

Some of the industry's most prominent executives will be presenting, including: Mark Boxer, Senior Vice President, E-Business, Anthem; Paul Donovan, Executive Vice President and CIO, ING Americas; John Heidelberger, VP, E-Commerce, and Maureen Areia, Director, Customer Service, Prudential Property & Casualty Insurance; Ronald L. Minafri, Deputy Superintendent and CIO, New York State Insurance Department; Gary Scholten, Senior Vice President and Chief Information Officer, Principal Financial Group; Sachin Shah, Vice President, Institutional E-Business, MetLife; Sharon Ritchey, Senior Vice President, Property and Casualty Service Operations, The Hartford; Deborah Smallwood, Insurance Practice Leader, TowerGroup and Cynthia Saccocia, Senior Analyst, Insurance Practice, Tower Group. (TowerGroup is the program partner for the Customer Service Leadership Forum.)

Confirmed sponsors include Fair Isaac Blaze Advisor, SAP, Sherwood International and SpeechWorks.

To register and to obtain more information about the Customer Service Leadership Forum, visit or contact Katherine Bur-ger, Editorial Director, [email protected].



Wednesday, April 2, 2003, The Roosevelt Hotel, New York

8-9:00 am Registration/Breakfast/Network with Sponsors

9-9:10 am Welcome/Introduction

9:10-10 am Keynote: Challenging the Conventional Wisdom on Customer Service

10-10:45 am Achieving the Single Customer View: A Reality Check

Speakers: Paul Donovan, ING Americas; Gary Scholten, Principal Financial Group;

Greg MacSweeney, Managing Editor, Insurance & Technology (moderator).

10:45-11:15 am Networking Break with Sponsors

11:15-Noon Claims & Transactions: The Make-or-Break Customer Interaction

Speakers: Ronald L. Minafri, New York State Insurance Department; Sharon Ritchey, The Hartford

Julie Gallagher, Associate Editor, Insurance & Technology (moderator).

Noon-12:30 pm The Legal & Regulatory Side of Customer Service

Speaker: Deborah Smallwood, TowerGroup.

12:30-1:30 pm Buffet Lunch with Sponsors

1:30-2:15 pm Are You Ready for the Next Generation of Portals & Self-Service?

Speakers: Sachin Shah, MetLife; Mark Boxer, Anthem;

Anthony O'Donnell, Senior Associate Editor, Insurance & Technology (moderator).

2:15-2:30 Networking Break with Sponsors

2:30-3:15 pm Defining and Achieving a Strategic Vision on Customer Service

Speakers: John Heidelberger, Maureen Areia, Prudential Property & Casualty Insurance;

Katherine Burger, Editorial Director, Insurance & Technology (moderator).

3:15-3:45 pm Customer Service Action Plans

Speakers: Deborah Smallwood, Cynthia Saccocia, Tower Group.

Wrap-up and Close of Conference

Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio

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