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Home2019 Conference Agenda
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Sunday, October 20

10:30 AM – 12:30 PM Conference Sign-In
Shake off the jet lag and join us at the registration table to pick up your conference materials and get help with the conference app. Our registration volunteers can also answer your conference questions and point you in the right direction for a successful conference experience!

1:00 PM - 5:00 PM Optional Event: TopGolf Event
Feedback from last year’s conference was that TopGolf was a great networking experience for avid golfers and hackers alike! So…we are heading to the exciting TopGolf Centennial which is a state-of-the-art facility just a short bus ride from the Westin. Don’t delay when registration opens since space is limited…first come, first served. 
This event requires advanced registration.

1:00 PM - 5:00 PM  Optional Event: History Colorado Center
Enjoy a true Colorado experience and learn about the Centennial State through a series of state-of-the-art interactive displays and presentations. Try a simulated ski jump where you’ll feel the wind in your face, calculate the environmental impact of your morning routine, learn about the dust storms that wreaked havoc on the Colorado Plains and so much more! Join us for a quick bus ride to the Downtown section of Denver for a 90-minute guided tour of the museum. You can continue your visit at the museum or take advantage of some of the restaurants and picturesque sites in the area before boarding the bus for the trip back to the hotel. When registration opens, don’t delay in signing up for this event; space is limited.
This event requires advanced registration.

5:30 PM - 6:30 PM  Conference Sign-in
If you didn’t have a chance to pick up your conference materials earlier in the day, stop by before you head out for your evening plans.


Monday, October 21

8:00 AM – 9:30 AM  Conference Sign-In
Let’s get this conference started…so pick up your conference materials if you haven’t had a chance and download your app for updates and information.

8:00 AM – 9:30 AM  Breakfast/Networking/Exhibit Hall
It’s time to grab some breakfast, re-connect with ICE colleagues, make some new friends and visit with our exhibitors to hear about their products and services that can help you in your daily business operation.
 
8:30 AM – 9:30 AM  First Timers Breakfast (Private Event - Invitation Only)
We want you to maximize your first-time conference experience, so join us to meet some of the Board of Directors and ICE leadership! We will be sharing some conference tips and tricks and help you orient to the ICE Conference and the ICE organization!

9:45 AM – 12:00 PM  Conference Kickoff
  • President's Welcome

  • Anti-Trust

  • Conference Logistics (Conference App, etc.)

  • Keynote: Pete Smith
    Dare to Matter: Rising to the Level of Significance (Performance and Productivity)

    Today’s insurance collection professionals have a necessary, yet challenging, job. Often dealing with people who don’t want to be contacted, it’s not uncommon for insurance collection professionals to begin wondering if who they are and what they do matters. This presentation reminds them that they do. Now more than ever, the collection professional needs to maintain their own heightened level of motivation, engagement, and commitment on a daily basis. The keys to do so don’t reside in a pursuit of success and happiness; rather, they exist within a relentless pursuit of significance.

    The most effective collection professionals understand that significance is found not just within the job one has but within the person who performs the job. By relentlessly pursuing significance on a personal level, and therefore connecting with others through that same lens of significance, we’re able to create feelings of excitement, connectedness, and fulfillment in everything we do.

  • Premier Partner, Sponsor and Exhibitor Introductions
12:00 PM – 1:30 PM Welcome Luncheon
Enjoy a delicious lunch while networking with colleagues, speakers, exhibitors and sponsors…whoever happens to be at your table! 

1:30 PM – 2:30 PM Member Initiatives
It’s time to hear from members of the ICE organization who will share the latest on projects and initiatives at their companies.
  • "Cash Clearing Hub and RPA Integration"
    Manddar Gosavi, Chubb

  • "Improving the Agent/Broker Experience"
    Mark Parenteau, Liberty Mutual
2:30 PM – 3:00 PM Exhibitor Hall Break
Our exhibitors are anxious to share their products and services to help you with your business needs. Drop your business cards as you visit them; there might be a prize in your future!

3:00 PM – 4:30 PM Topical Roundtable Sessions
Under Construction:  The Planning Committee is working hard to identify the hot topics for discussion at this year’s conference. If you have an idea…share it with a member of the committee!
  • WorkComp - PayGo
  • Employee Staffing Productivity
  • Robotics
5:45 PM – 9:45 PM Kick-Off Event: "A Taste of Colorado" at Balistreri Winery
Board the bus to a great networking experience at Balistreri which is a family-owned award-winning vineyard just outside downtown Denver. If wine is not your thing, don’t worry…in addition to Balistreri’s wines, we will be tasting Colorado micro-brews, Rocky Mountain sodas and Celestial Seasonings teas- all Colorado products. Our menu for the evening will feature mouth-watering recipes made with local meats and produce. In addition to sampling the food and beverages and networking with ICE colleagues, you can take a guided tour of the winery, listen to live entertainment or try your skill at Giant Jenga or other lawn games before boarding the buses to head back to the Westin. You don’t want to miss this networking event.


Tuesday, October 22

7:45 AM – 8:30 AM Breakfast
It’s a long day of meetings and events, so start it off right with breakfast in the exhibit hall area. 

8:30 AM – 10:30 AM Workshops (Choose 1)
  • Workshop 1: Built for Legacy- Leading High-Performance Teams that Matter
    Pete Smith
    Any team can be great once. But dynasties aren’t built on fluke excellence or isolated great performances. The best teams are those that are able to sustain high levels of performance year after year. Even in today’s unpredictable and ever-changing business environment, organizations can still follow a framework that gives them the best opportunity to help good teams become great, and great teams become dynasties.

  • Workshop 2: Call Center Management – Insights and Best Practices
    Sarah Powell - Afni, Inc.
    Seth Anglin - Afni, Inc.

    • How to leverage omni-channel options like web chat and/or social media when servicing customers with billing inquiries
    • How to leverage business and artificial intelligence to increase call center rep proficiency and increase performance in your Billing call center
    • Call Center Best Practices Discussion (topics could include: performance metrics, workforce management, hiring, training, quality and coaching, succession planning, etc.)

  • Workshop 3: Sweeping Compliance and Regulatory Changes Coming to the Collection Industry - What You Need to Know
    Michael Kraft – The CCS Companies
    Bruce Shapiro – The CCSa Companies

    The collection industry is about to undergo a monumental shift unlike any before since the Fair Debt Collection Practices Act was passed over 40 years ago. The Consumer Financial Protection Bureau has just submitted proposed rules pursuant to their authority under Dodd‐Frank. The proposed rules will create sweeping changes. They are designed to substantially improve communication channels with consumers by facilitating use of modern technology such as email and text messaging, reduce litigation through unified and comprehensive rules to address the hot button legal issues, and more.

    In this timely session presented by The CCS Companies, you will gain an in‐depth overview of the current proposal, including what is liked and what is not by industry and consumer groups. The presentation will integrate the rules proposal with operational issues and how they might be addressed if the rules remain as they have been proposed.
10:30 AM – 11:30 AM Exhibitor Hall Break
Here’s another opportunity for you to connect with our exhibitors and find out how their offerings can help you with your business results.

11:30 AM – 12:00 PM General Session (ICE Business Meeting)
This is the “State of the Association”. 
Closed to Premier Partners, Sponsors and Exhibitors

12:00 PM – 1:00 PM  Lunch
It's lunch time but be sure to save room for our Reception and Premier Dinner! Relax a bit over lunch with colleagues or perhaps make a new friend! 

1:00 PM – 2:30 PM  General Session: “Creating and Inspiring a Winning Collections Team”- Jeff Johnson
To be competitive and successful in this new environment of collections, organizations need a serious shift in best practices. During this session, we will explore how to quickly adapt and succeed. Attendees can expect to learn the key to improving collections and promoting a positive customer relationship. We will explore industry trends, review demographic changes driving this new collection methodology, explore the customer pay cycle and understand industry best practices.   

2:30 PM – 3:00 PM  Exhibitor Hall Break
It’s one last opportunity to seek out that exhibitor that might be a fit for you and your organization!

3:00 PM – 4:45 PM Round Table Breakouts
Line of Business Round Tables are a conference favorite! Choose your session, ask your question and interface with colleagues with similar business issues.
Closed to Premier Partners, Sponsors and Exhibitors

6:00 PM - 7:30 PM Premier Reception
You’ve earned it! After a productive day of meetings and events, relax with a cocktail and conversation! Thanks to our generous exhibitors, you might win a prize as well! 

7:30 PM Premier Dinner
Although the conference isn’t over yet, we gather together to celebrate all that the conference has afforded so far…networking, contacts, products and services, ideas for initiatives and team building, personal development and so much more!


Wednesday, October 23

8:00 AM – 8:45 AM Breakfast
It’s the last day of ICE 2019 so join friends and colleagues for breakfast before the sessions begin. Committee members will be available at marked tables if you are interested in more information about what they do! 

8:45 AM – 10:00 AM   General Session: Benchmarking

10:00 AM – 10:20 AM  Break
 
10:20 AM – 11:50 AM  General Session: “If Not You, Who? Cracking The Code of Employee Disengagement”- Jill Christensen
In this eye-opening session, you will discover a new perspective on employee disengagement! Find out the #1 reason employees don't engage and why that is important to you. Explore leadership skills you need to stage an employee engagement revolution and learn a practical 4-step process you can apply immediately to re-engage employees. You will gain clarity on next steps and inspiration to achieve your goals

11:50 AM – 12:00 PM General Session: Closing and 2020 Conference Announcement