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MORE INFORMATION AND REGISTRATION | SPONSORSHIP OPPORTUNITIES *Updated 8/31/2023 - Subject to Change*
September 11th
4:00 PM - 6:45 PM Registration Room: Magnolia Foyer 5:00 PM - 6:45 PM 6:45 PM September 12th
7:30 AM - 4:00 PM 7:00 AM - 8:00 AM Sponsored by: 8:00 AM - 10:00 AM
Generative AI tools like ChatGPT are revolutionizing industries, creating new art forms, and enhancing communication with increasingly sophisticated and human-like text. However, there is a dark side: criminals are exploiting Generative AI to launch highly sophisticated attacks and compromise business systems and processes. In this insightful talk, Matthew covers the full spectrum of Generative AI tools, examining their capabilities and discussing how organizations can protect themselves against the growing threat of WormGPT plus five other criminal GPT platforms. You will also learn practical ways to responsibly deploy AI throughout your organization. Room: Magnolia 1-3 10:00 AM - 10:20 AM Room: Magnolia Foyer 10:20 AM - 11:05 AM Breakout 1: Maintaining a healthy existing customer growth outlook during economic uncertainty
The US economy faces increasing uncertainty. Whether recession hits us in 2023 or beyond, headwinds abound. The economic impact on consumers will be pronounced. But, the consumer has so far maintained resilience in the face of these headwinds. As consumer stress mounts, companies must better understand how these factors impact their customer’s lives. This session will focus on specific ways communications companies can make operational and strategic decisions to understand their customers' financial situation, retain high value customers and identify the right targets for expanded relationships. Learning Objectives:
Speaker: Jesse Hardin (Equifax) - Risk Advisor, Equifax Risk Advisory Practice Breakout 2: Customer retention: Identifying the support your struggling customers seek
One of the keys to strong customer retention is providing effective support for your customers that are falling behind on their bills. It’s an often-overlooked strategy that can yield big wins, particularly in uncertain economic times. Each customer is up against a unique set of challenges when they fall behind and a one-size-fits-all collections strategy simply isn’t effective. Telecommunications providers should understand how those challenges impact payment behavior and retention, and how they can best support each customer’s path to payment in order to improve retention and reduce collections costs.
In this session, Symend’s Senior Behavioral Scientist will share the results of our 2023 Past Due Consumer Survey, including:
Speaker: Aneesha Nilakantan - PhD, Senior Behavioral Scientist & Natalia Pericchi - Behavioral Scientist (Symend) Breakout 3: Hyper-personalization with AI for Omnichannel Communications Consumers today have higher expectations than ever for a great customer experience. Join this session to learn how AI is revolutionizing the customer journey. We will give real-world examples of omni-channel collections solutions that proactively engage consumers across multiple interactive channels to improve business results, reduce costs, and deliver a seamless customer experience. Attendees will learn: - How the sophisticated use of data and decision intelligence technology provides a real-time, two-way, seamless connection between risk assessment and strategy execution by delivering the right message, over the right channel, at the right time to the right customer, - How natural language processing, AI based communication technology and tools like ChatGPT are revolutionizing omnichannel communications, - We’ll discuss the nature and capabilities of chatbot technology in comparison to other natural language techniques and provide insights into their appropriate use cases. By presenting a framework for understanding and implementing explainable AI, we empower businesses to capitalize on the advancements in LLMs, chatbots, and other natural language technologies responsibly and effectively.
Learning Objectives:
Room: Oak
11:05 AM - 11:25 AM 11:25 AM - 12:10 PM Breakout 1: Cracks in the Economic Foundation
Troubling signs are beginning to emerge in a surprisingly resilient economy. While the job market continues to support consumer spending and new credit demand, cracks are beginning to appear. Persistent inflation combined with a rapid rise in interest rates are pressuring businesses and consumers alike. What's more, positive shifts in consumer credit scores as a result of massive government stimulus programs have led to distortions in lending supply and demand. This session aims to peel back the proverbial onion of contradictory data to provide clarity to members on the true health of the consumer. While it's true that internet and mobile providers enjoy a strong position in the consumer payment hierarchy, they are not immune to other potential impacts of a stressed consumer such as fraud or switching to lower cost providers. In this session we will unpack the consumer risks that may lay ahead for TRMA members.
Learning Objectives:
Speakers: Zak Alvarez (TransUnion) - Director, Research and Consulting
Room: Cypress 1 Breakout 2: Going digital: Why data quality is essential for collections
Since the release of Regulation F, collectors have the green light to digitize their outreach methods to email and text. With this transformative lens, collectors need to update their databases with the best email to ensure they are reaching borrowers through preferred channels while remaining in compliance. It’s imperative that these agencies work with the best consumer email to reach borrowers to strength their “right party contact” in a rapidly evolving economy. In this session, we’ll discover how collectors are innovating their outreach programs, why this is happening now, and how Experian can help equip them with trustworthy contact data.
Learning Objectives:
Speaker: Jessica Ford - Senior Account Executive & John Oronte - Senior Sales Specialist Breakout 3: Build Team Connections Sooner to Increase Employee Retention
As we know, employee retention is imperative for any company to be successful. In this session, participants will be given the tools needed to build strong, trusting teams more quickly which leads to increased retention.
Learning Objectives:
Room: Oak
12:10 PM - 1:30 PM 12:10 PM to 1:30 PM 1:30 PM - 2:30 PM
Room: Magnolia 1-3 2:30 PM- 2:40 PM 2:40 PM - 3:55 PM 4:00 PM - 6:00 PM Charity Event with The Welman Project & Networking Reception  Learn more about the Welman Project.Room: Magnolia 4-6
6:00 p.m. September 13th
8:00 am – 12:00 noon 8:00 AM - 9:00 AM Sponsored by:
Welcome and Member Meeting 10:00 AM - 11:20 AM Presented by Charlie Wise - SVP Research & Consulting (TransUnion) 11:20 AM - 11:35 AM 11:35 AM - 12:20 PM Breakout 1: Leverage technology to Grow Revenue, Reduce Risk, and Enhance Customer Experiences
Global ecommerce revenue is projected to surpass $8 trillion USD within the next couple of years. In parallel, worldwide losses due to online payment fraud will exceed $50 billion USD by the beginning of 2024. Yet consumers everywhere are demanding online experiences that provide them more buying options, and more personalization, with less friction. With these complex dynamics at play, businesses of all sizes require the right tools and resources to help them thrive and gain a competitive advantage. This session will focus on how the implementation of a strategy that incorporates advanced technologies with a robust network of data helps businesses make accurate real-time decisions with the greatest efficiency possible to grow revenue, reduce risk, and delight their customers.
Learning Objectives:
• Understand the power of digital + physical identity data attributes
• Learn how to identify and reduce risk across the customer journey • Understand how to optimize the customer experience and drive revenue Speakers: Tyler Beach - Sr. Enterprise Account Executive & Marc Mosman - Solutions Specialist (Equifax)
Room: Cypress 1
Breakout 2: The future of customer acquisition: data-driven strategies for Gen Z and beyond Massive changes in consumer behavior and data are making customer acquisition for Communications companies more challenging and expensive than ever. Consumers have higher expectations about their shopping experiences, cannot be reached on the same channels and are much more aware of how telecommunication companies treat their personal data. Understanding your prospects and on which consumers to focus marketing investment is imperative. The future of acquisition marketing requires diverse data, an omnichannel marketing strategy, and integrated technology to build brand awareness, product consideration, and consumer response. Learning Objectives:
Speaker: Devin Christopher - Sr. Advisor, Product Marketing, Marketing Solutions (TransUnion)
Room: Cypress 2 Breakout 3: Take a page out of the optimization playbook
Across industries, organizations of all sizes are discovering the value of advanced analytics. This is because companies can use this business utility to achieve their portfolio-level goals, no matter the economic conditions. With insight you can dive deeper into how the power of mathematical optimization can expand your future growth across the customer lifecycle, beginning with marketing and customer acquisition offers all the way through collections. In this session, we will venture outside of the telecommunications space to gain thought leadership from a utility company use case to understand how other industries are turning the power of internal and external data into insights that fuel better collections decisions. unlocking the value of machine-learning-driven optimization. In a world of uncertainty, be prepared for what the future holds by unlocking the value of machine-learning-driven optimization. Learning Objectives:
Speaker: Donna Cassidy - Senior Client Executive & Mark Soffietti - Analytics Director of Organizational Effectiveness & Chief of Staff (Experian)
Room: Oak 12:20 PM - 1:20 PM
Room: Magnolia 1-3 1:20 PM - 1:50 PMClosing and “Grab & Go” Lunch Room: Magnolia Foyer/Magnolia 4-6 |
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