Service Leaders Share Secrets

I&T's Leadership Forum to showcase state-of-the-art customer-centricity.

Even though the squeeze is on IT budgets, many insurance executives say their firms remain committed to investing in technologies that can improve customer service, response and retention. But it's a challenge to pick the right tools and then deploy those systems in a manner that not only enhances service, but also produces ROI.

To that end, Insurance & Technology will host The Customer Service Leadership Forum: Relationships, Retention & ROI, on Tuesday, April 23, at The Roosevelt Hotel in New York City. The Customer Service Leadership Forum will bring together insurance industry leaders and technology providers to share knowledge and experience on the state of the art in customer service. Attendees will gain insights into implementing customer management strategies that can differentiate their organizations from the competition.

At press time, confirmed speakers include Christine Modie, CIO/EVP, MassMutual; Bob Best, CIO/SVP Customer Service, UnumProvident; George McKinnon, VP and CIO, Nationwide Insurance; and Karen Pineda, Director of CRM Service Coordination, AXA Financial. Confirmed sponsors include PeopleSoft, SAP, Sherwood International and Sun Microsystems.

A highlight of the program will be Interactive Workshops: Solving Today's Most Complex Customer Service Challenges. Working in small groups, attendees will discuss a key challenge and evaluate solutions. Topics include: Integrating Systems to Create a Unified Customer View; Getting to Cross-Selling-Creating the Right Infrastructure and Environment for Success; Achieving ROI from Your Investments in CRM; Realizing the Benefits of Self-Service; and Serving the Customer-Building a Unified Contact Center.

To register, visit www.insurancetech.com/lf20002/. For sponsorship information, contact Felissa Kaplan, [email protected], or Brett Morgan, [email protected]. For program information, contact Kathy Burger, [email protected].

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