Conference: Day Three

Thursday, March 9th 2017

View Day 1     View Day 2    

  

 

EVENT

 

 

BREAKFAST

 

EXHIBITORS / NETWORKING

 

 

Session 4: Track 1

WARRANTY SYSTEM IMPLMENTATION, COST REDUCTION, AND SERVICE AND RECALL OPTIMIZATION

 

Session 4: Track 2

EXTENDED WARRANTY NATIONAL REGULATORY UPDATE

 

Session 4: Track 3

CALCULATING WARRANTY OBLIGATION AND PITFALLS IN RESERVING FOR WARRANTY LIABILITY

 

 

8:00am – 8:35am

Casestudy: Roadmap For A Connected And Unified Global Services Portal

Cheryl Johnson
IS Project Manager, Global Services

TRIMBLE, INC.

&

Ashok Kartham

CEO

MIZE, INC

 

 

9:10am – 9:45am

Service, Warranty And Recall Optimization Secrets Hiding In Dynamic Case Management
Ravi Vajjala
Partner, Customer Experience Management
TATA CONSULTANCY SERVICES
&
Sanaa Wehse
Director, Manufacturing Applications & Solutions Development
PEGASYSTEMS

 

8:00am – 9:45am

 

Panel Presentation

2016-2017 Extended Warranty National Regulatory Update And Case Law Review

 

 

Stephen McDaniel

Shareholder

MEENAN, P.A.

Asst. General Counsel

& Executive Director

SERVICE CONTRACT INDUSTRY COUNCIL

(Moderator)

.

Brian Casey

Partner & Co-Chair of the

Transactions & Regulatory Insurance Group

LOCKE LORD, LLP

.

Christopher Karo

Associate Division Counsel,        Warranty Division

AIG  

 

8:00am – 9:45am

Common Pitfalls In Reserving For Warranty Liability

Thomas Conway

Principal

&

Paul Metzger

Manager

ERNST & YOUNG LLP

 

 

9:45am – 10:15am 

REFRESHMENTS / EXHIBITORS / NETWORKING

 

 

Session 5: Track 1

TECHNIQUES FOR MANAGING SUPPLIER AND COST RECOVERY

 

Session 5: Track 2

DRIVING AND SUSTAINING SUCCESS IN YOUR SERVICE CONTRACT BUSINESS

 

Session 5: Track 3 

MANAGING RISK AND FRAUD

 

 

10:15am – 11:05am

Warranty Cost Management: Warranty Sharing With The Supply Chain

Paul Garand

Warranty Engineer

MULTIMATIC

 

 

11:05am – 12:00pm

Managing The Supplier Recovery Process: A Manufacturer’s Perspective

Frank Kozlowski

Technical Analyst, Warranty

KOHLER

 

10:15am – 12:00pm

 

Master-Class

(Deep-Dive Sessions – Part 1)

 

 

10:15am – 11:10am

Session #1:

Driving Service Contract Attachments

John Quattrucci

President

STUART & ASSOCIATES

 

 

11:10am – 12:00pm

Session #2: 

How To Inspire And Coach Your Team To Maximize ESP Sales

Randy Asbell

COO

STUART & ASSOCIATES

 

10:15am – 11:05am

Safeguards Against Warranty Fraud

Trish Myers

Senior Director

EFG COMPANIES

&

Don Larsen

Assistant Vice President, Asset Management

 AMERICAN GUARDIAN GROUP OF COMPANIES

 

11:05am – 12:00pm

Fraudulent Warranty Claims Detection

Bob Roberts

Customer Solutions Leader,

Thermo King / Transport Solutions NA

INGERSOLL RAND

&

Petchi Piramuthu

Director, Analytics

TAVANT TECHNOLOGIES

 

12:00pm – 1:15pm

LUNCH (Sponsored by: PTC)

 

EXHIBITORS / NETWORKING

 

 

 

Session 6: Track 1

ENHANCING CUSTOMER EXPERIENCE AND TRANFORMING SERVICE OPERATIONS AND DELIVERY

                                                                    

 

Session 6: Track 2

DRIVING AND SUSTAINING SUCCESS IN YOUR SERVICE CONTRACT BUSINESS

 

Session 6: Track 3

PROACTIVE ANALYTICS TO MINIMIZE WARRANTY RISK & IMPROVE CUSTOMER SATISFACTION

 

 

 

1:15pm – 2:15pm

Enhancing The Customer Experience Through Service Delivery

Steve Zannos

Senior Director, Service Delivery

&

Erin Duke

Director, Warranty & Service Administration

ELECTROLUX MAJOR APPLIANCES

 

 

2:15pm – 3:00pm

Transforming Service Contract Operations: Getting Past “The Way We’ve Always Done It” To Innovate With The Customer At The Core

Angie Tuglus

Executive Vice President, Operations, Ally Insurance

ALLY FINANCIAL

 

1:15pm – 3:00pm

 

Master-Class

(Deep-Dive Sessions – Part 2)

 

 

1:15pm – 2:10pm

Session #3:

Managing Your ESP Program To Maximize Sales

Tom Hebrock

Vice President, Retail Services

STUART & ASSOCIATES

 

 

2:10pm – 3:00pm

Session #4:

The #1 Thing That Is Causing You To Lose Business And HOW To Stop it NOW

Randy Asbell

COO

STUART & ASSOCIATES

 

1:15pm – 3:00pm

 

Panel Presentation

How Nissan Leveraged The Power Of Proactive Analytics To Minimize Warranty Risk And Improve Customer Satisfaction

 

 

Warren DeBardelaben III

Director, Dealer Support

NISSAN NORTH AMERICA

(Panel Moderator/Lead)

(To Be Confirmed)

.

Kristyn Lau

Senior Manager, Warranty

NISSAN NORTH AMERICA

 

 

Melissa Beasley

Manager, Warranty Analytics Projects

NISSAN NORTH AMERICA

 

 

PANEL DISCUSSION:

HOW TO DRIVE COMPETITIVE ADVANTAGE IN A CHALLENGING GLOBAL ECONOMIC ENVIRONMENT

 

Distinguished Panel Members:

 

 

David Froning

Product Manager for

Warranty Solutions

SAS

(Moderator)

 

 Kenneth Mac

Director, Chevrolet-Buick-GMC-Cadillac Protection

GM CUSTOMER CARE & AFTERSALES

 

 Julie Messer

Vice President

AIG WARRANTY

 

 Stephen McDaniel

Shareholder

MEENAN, P.A.

Asst. General Counsel

& Executive Director

SERVICE CONTRACT INDUSTRY COUNCIL

 

 Robert Bean

Vice President, Marketing

THE WARRANTY GROUP

 

Erin Duke

Director, Warranty & Service Administration

ELECTROLUX MAJOR APPLIANCES

 

 Eric Arnum

Editor

WARRANTY WEEK