2018
725 John Nolen Drive Madison, WI 53713
FEATURED SPEAKERS BLAKE MORGAN is a Customer Experience Futurist. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and the American Marketing Association. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues. Her work has been endorsed by the CEO of 1-800 Flowers Chris McCann, the CEO of ACE Hardware John Venhuizen, Claire Burns, Chief Customer Officer, MetLife, Darren Pleasance, Managing Director, Global Customer Acquisitions, Google, Andreas von der Heydt, Director of Kindle, Amazon, James Staten, Chief Strategist, Microsoft Cloud, Zoher Karu, Chief Data Officer, ebay, Pete Blackshaw, Global Head of Digital and Social Media, Nestle, Vala Afshar, Chief Digital Evangelist, Salesforce, and Nova Spivack, Entrepreneur, Investor, Grandson of Peter Drucker. In addition Blake is the host of The Modern Customer Podcast where she’s interviewed the CEO of AT&T Mobility, the CMO of Xerox, and the President of FedEx Express Canada. She is also the host of a weekly customer experience video series on YouTube called Blake’s Take.
DOUG LIPP Build the Culture. Live the Culture. Differentiate! Candid. Passionate. Relevant. Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it. Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history. Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture. Consistently ranked as one of the best presenters every time he speaks, Doug painstakingly researches and customizes each of his presentations and workshops.
THANK YOU EXCLUSIVE COMPANY SPONSORS
7 CE Credits Available
May 8-9, 2018 MADISON MARRIOTT WEST MADISON, WI
MARCUS SHERIDAN Called a “web marketing guru” by the New York Times, the story of how Marcus was able to save his swimming pool company, River Pools, from the economic crash of 2008 has been featured in multiple books, publications, and university case studies around the world – and is also the inspiration for his latest book, “They Ask, You Answer,” which was dubbed the #1 marketing book to read in 2017 by Mashable and one of “11 Marketing Books Every CMO Should Read” by Forbes. Known for his incredibly unique ability to excite, engage and motivate live audience, Sheridan has become a highly sought-after international keynote speaker and consultant in the digital sales and marketing space and is, according to Forbes, 1 of 20 “Speakers You Don’t Want to Miss.” As founder and president of The Sales Lion, he also works with hundreds of businesses, helping them to become the most trusted voice in their industry while navigating the ultra-fast rate of change occurring within consumers and buyers today.
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2018
SCHEDULE OF EVENTS
9:00 AM – 9:15 AM
WELCOME REMARKS IIAW President, Lise Meyer Kobussen & IIAW CEO, Matt Banaszynski
9:15 AM 10:00 AM
A Simplified Approach to Shaping Customer Experience with Technology Speaker: Blake Morgan When you think of customer experience technology does your mind start spinning? There’s a lot of technology out there, so how do you decipher what will actually help your company? Most of us are familiar with a traditional CRM, but what critical components of your customer program do you need beyond that? There’s a lot of buzzwords being thrown around: digital transformation, machine learning, automation, artificial intelligence, IoT…it’s all so overwhelming! In this workshop we simplify what an ideal technology stack looks like and how you can get it without draining your company of all resources. In this session we’ll give you a completely unbiased view of what the critical components of a customer experience technology program should be.
TUESDAY, May 8 9:30 AM – 11:30 AM
IIAW BOARD MEETING
11:30 AM
CONVENTION REGISTRATION OPENS
12:00 PM12:50 PM
CE SESSION State of Wisconsin vs. Federal Government: Who has what responsibility in health insurance reform. (1 CE) Speaker: Deputy Insurance Commissioner J.P. Wieske
12:15 PM – 2:00 PM
INNOVATION SESSION What does Omni-channel Servicing mean to the Independent Agent Speaker: Auto-Technology Committee
12:15 PM – 2:00 PM
CE SESSION E&O Mock Trial: Not Your Trial…Yet (2 CE) Speakers: Mallory Cornell, IIAW and Josh Johanningmeier, Godfrey & Kahn *Does not qualify for E&O Loss Control Credit*
1:00 PM2:00 PM
CE SESSION Federal Health Care Reform, Helping Your Customers through the ACA (1 CE) Speaker: David Grunke
2:00 PM – 2:15 PM
Networking Break
2:15 PM – 4:00 PM
CE SESSION Data Breach : How to Hack it in Cyber & Privacy Liability (2 CE) Speaker: Michael Schultz, Burns & Wilcox
2:15 PM – 5:00 PM
CE SESSION The Road to Ethics (3 CE) Speaker: Brian Sorge, WPS Insurance
4:10 PM – 5:00 PM
CE Session New Certificates of Insurance Law: What it means to your Agency and Clients (1 CE) Speaker: Matt Banaszynski, IIAW
5:15 PM – 5:45 PM
Business Meeting All attendees encouraged to attend
5:45 PM – 6:30 PM
Networking Break
6:30 PM – 9:00 PM
AWARDS RECEPTION AND ENTERTAINMENT Entertainment by The Ancora String Quartet Heavy hors d’oeuvres and cocktails. (All attendees encouraged to attend)
You will learn: Examples of technology that delivers great cx Taking the scary out of technology Making the business case for technology within your company 10:00 AM 10:15 AM
Networking Break
10:15 AM – 11:00 AM
The Magic of Exceptional Customer Service Speaker: Doug Lipp How has Disney managed to keep its employees and customers so fiercely devoted to the brand? How has it managed to continually top the charts as one of the world’s most loved brands? How can you learn from its practices to catapult your organization’s service strategies to even higher levels? Learn the four components that are at the heart of Disney University: Innovate. Support. Educate. Entertain. Discover how legendary service is a delicate balance between art and science. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence must be ingrained throughout your culture. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service culture to differentiate themselves from competitors.
11:00 AM – 11:45 AM
Leadership and Service Magic- Innovation, Transformation and Growth Workshop Speaker: Doug Lipp Leaders build the culture, live the culture, and reinforce the culture every single day. Leadership has always set the tone within an organization, but today there’s growing consensus that a winning, sustainable culture is only achieved when it is ‘actively’ steeped throughout the entire organization. In this workshop Doug will help you Innovate, transform and grow your agency!
11:45 PM – 12:45 PM
LUNCH BUFFET & NETWORKING BREAK
1:00 PM – 1:45 PM
The Digital Seller: How to Make the Internet Your Best Friend and Dramatically Increase Sales Success Speaker: Marcus Sheridan We’ve all heard about the “digital consumer,” but what about the “digital seller?” Studies have shown that over 70% of the buying decision today is made BEFORE someone actually talks to a sales person. This shift has had a dramatic impact on Sales Teams around the globe, and few have managed to properly adjust to this change in where the sales cycle actually starts. In this talk, Marcus Sheridan will explain exactly what Sales Teams must do in order to embrace the new way consumers buy and ultimately become “digital sellers” in the process.
WEDNESDAY, May 9 7:15 AM
CONVENTION REGISTRATION OPENS Breakfast Buffet
8:00 AM – 8:50 AM
CE SESSION Employment Agreements for an Independent Insurance Agency (1 CE) Speaker: Josh Johanningmeier, Godfrey & Kahn
2:00 PM – 3:00 PM
CEO PANEL (1 CE) Featuring Progressive, West Bend Mutual Insurance & Burns & Wilcox
8:00 AM – 8:50 AM
CE SESSION How Agencies and Carriers can stay off of OCI’s Radar (1 CE) Speaker: Cari Lee, WI OCI
3:15 PM – 5:45 PM
CONVENTION SHOWCASE & NETWORKING $ 1200 Cash Give-a-way Sponsored by The IMT Group
8:00 AM – 8:50 AM
INNOVATION SESSION- Boost Your Agency’s Revenue and Value Proposition Speaker: Employee Benefit Carries and Vendors. Moderated by Jason Sczepaniak. Speakers will have 2 to 3 minutes to share how their company is empowering agents/ brokers to remain relevant and increase revenue. The first 30 minutes will be lightning round speeches followed by a 20 minute Q&A session with the audience.
6:00 PM – 9:00 PM
COMPANY HOSPITALITY & ENTERTAINING
9:00 PM – 12:00 AM
INSURCON BASH Whether you are a beer drinker, a wine connoisseur, or like to mix things up, we have something for everyone. Visit our beer tasting, wine tasting, and mixologist station or just grab your favorite drink at the bar. Then dance the night away with A Personal Touch DJ Service before the big Money Balloon Drop at Midnight!
2018
REGISTRATION INFORMATION Your annual convention registration options are below. Option A Full Registration, both Tuesday and Wednesday Early bird pricing: Member: $209 Non-Members: $249 After February 28: Member: $249 Non-Members: $299 Option B Full Registration, Spouse $149 Option C Tuesday Only Member: $169 Non-Members: $209 Option D Wednesday Only Member: $189 Non-Members: $229 Group reservations of 6 or more receive a 10% discount. This applies to full registrations only. For complete descriptions, please go to IIAWConvention.com. Cancellations received by April 6 will be refunded less a $20 processing fee. No refunds will be given for cancellations received after April 6. Attire is business casual for all convention events. Questions? Please Please call the IIAW at (800) 362-7441 or (608) 2564429. Refer to IIAWConvention.com and our e-brochure for the latest convention information and expanded details of each session.
HOTEL INFORMATION All convention events take place at the Madison Marriott West. 1313 John Q Hammons Dr. Middleton, WI 53562 Phone: (608) 831-2000. Rooms in our reserved room block are available at the price of $145/night for May 8 & 9. The last date to receive the room block, discounted rate is April 16th, 2018. Additional rooms for May 8 & 9 can be reserved at the Comfort Suites. 1253 John Q. Hammons Dr., Madison, WI, 53717 Phone: (520) 2573116. Please indicate that you are attending the IIAW Annual Convention to ensure the group rate. The hotel reservation deadline is April 15, 2018.
EXHIBITOR INFORMATION Exhibitor registration fees are as follows: Early bird pricing: Member registration: $850 Non-member: $950 After Feb. 28: Member registration: $900 Non-member: $1000 For complete details and to register as an exhibitor, please visit IIAWConvention.com. Exhibitor fees include 2 Registrations to the entire Convention. As a friendly reminder, please conduct your agent entertaining during the designated company hospitality hours from 6:00pm- 9:00pm on May 9, 2018.
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