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Home2021 Conference Agenda
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Monday, October 18

11:00 AM Eastern Conference Kickoff - Join us for VIRTUAL ICE 2021!
  • President's Welcome - Lisa Cameron, President

  • Anti-Trust - David Rose, Attorney

  • Premier Partner, Sponsor and Exhibitor Introductions - Gary Woodring, Executive Director

  • Featured Speaker: "Resilience" - Chris Littlefield
    Chris Littlefield is an International and TEDx Speaker specializing in Employee Appreciation, Recognition, and Workplace Culture, and the founder of Beyond Thank You.

    He has trained thousands of leaders, many remotely across six continents, on how to understand what their people want and need to be at their best. His clients include Accenture, Lebanese Postal Service, MIT, Boston Medical Center, Reserve Bank of Australia, Salesforce, the U.S. Army & Air Force, the United Nations, and more. His work has been featured in New York, Mindful, and British Psychologies Magazines, Forbes and profiled in Harvard Business Review.
12:30 PM Eastern Topical Roundtable 
Join us to share your experiences and learn more about these two critical topics.

The Customer Journey: A customer journey is the complete experience a customer has with an organization.  It encompasses all customer interactions across all channels, devices and touchpoints throughout every stage of the customer lifecycle – from awareness to loyalty. Does your company map the customer journey or have an initiative in place to analyze and strategize the total customer experience?
Self-Service Portals: Self-service portals have become a necessity for most organizations to interact directly with their clients- policyholders or agents/brokers.  Many companies are in the evaluation and development phase while others have years of experience with self-service portals.  We’ll discuss benefits and challenges and hear how members are benefiting from the use of portals.

1:30 PM Eastern Exhibit Hall
Our Premier Partners and Exhibitors provide invaluable financial support to ICE throughout the year. Please use this time to visit their booths and “follow” them on the virtual platform to find the latest trends in products and services for your billing and collection function.

2:30 PM Eastern Commercial Lines Agency Bill Roundtable
Closed to Premier Partners, Sponsors and Exhibitors

3:45 PM Eastern Choose From:
Closed to Premier Partners, Sponsors and Exhibitors
  • Workers Compensation Roundtable
  • Loss Sensitive Roundtable
5:30 PM Eastern Optional Exhibit Hall/Exhibitor Events
This time slot is allocated for exhibitors to conduct their own virtual events, open their exhibit hall booths, or schedule time with attendees.


Tuesday, October 19

11:00 AM Eastern Choose From:
Closed to Premier Partners, Sponsors and Exhibitors
  • Mulitnational Roundtable
  • Personal Lines Roundtable
12:15 PM Eastern Exhibit Hall
Here’s another chance to visit with our exhibitors and an opportunity to participate in prize-winning lotteries!

1:15 PM Eastern Vendor Presentation: Project Management and System Implementation 
You've just been handed a big project but you are not a certified project manager! How do you get started, get organized, manage stakeholders and all the rest? Sound familiar? This session is for you. Join the consultants from ScottMadden to help get you started!

2:15 PM Eastern Featured Speaker
  • “Creating a Culture of Analytics” - Phil Simon
    Phil Simon is a frequent keynote speaker, recognized collaboration and technology authority, and college professor-for-hire. He is the award-winning author of eleven books, most recently Reimagining Collaboration: Slack, Microsoft Teams, Zoom, and the Post-COVID World of Work. He helps organizations communicate, collaborate, and use technology better. Harvard Business Review, the MIT Sloan Management Review, Wired, NBC, CNBC, BusinessWeek, and The New York Times have featured his contributions. He also hosts the podcast Conversations About Collaboration.
3:30 PM Eastern Choose From:
  • Member Initiative #1: ACORD Initiative on Premium Accounting
  • Member Initiative #2: Alteryx Analytics Automation
    Alteryx is a self-service analytics tool that offers analytic process automation (APA) to simplify and automate entire data-driven business processes.  This session will take a closer look at use-case scenarios within the Billing & Collections space and how Alteryx offers opportunities for users to streamline large data processes to provide almost instantaneous results.
4:45 PM Eastern ICE Business Meeting
The ICE Board of Directors will provide an update on the strategic and financial status of the ICE organization.
Closed to Premier Partners, Sponsors and Exhibitors

5:30 PM Eastern Virtual Happy Hour
Relax after a long conference day to network, enjoy a libation, find out this year’s ICY Award Winners and perhaps experience a few surprises!


Wednesday, October 20

11:00 AM Eastern Topical Roundtable: Predictive Analytics
Predictive Analytics has been a hot topic of discussion in the ICE community for several years. The Predictive Analytics session will provide insight into how we can leverage data as leaders to better predict collectability outcomes, manage receivables, and provide value-added analytics to our underwriting units and business leaders.

12:15 PM Eastern Featured Speaker
  • “Presence in a New Paradign” - Kristi Hedges
    Kristi Hedges is a senior leadership coach with a specialty in executive communications, and the author of The Power of Presence and The Inspiration Code. She’s worked with CEOs and teams from the Fortune 10 to the U.S. government to global nonprofits. She runs her own coaching practice and is a founding partner in the leadership development firm, Element North.

    Kristi writes about leadership for Harvard Business Review and Forbes and is a teaching faculty member of Georgetown’s Institute for Transformational Leadership.
1:15 PM Eastern Chat with ICE Board Members
ICE Board members will be facilitating discussion groups on a variety of topics during this time slot.

2:15 PM Eastern Vendor Presentation: Project Management and System Implementation 
Considering a new billing system? Wondering where to start and how to manage this type of implementation? Bring your questions and join this vendor discussion regarding the keys to successful billing system identification, project management, and ultimate implementation.

2:15 PM Eastern Panel Discussion: Post-Covid Business Issues and Challenges
As we continue to move toward a return to “normalcy”, this business-focused session will address how COVID has impacted our day-to-day businesses and what trends are currently emerging in the Billing & Collections space as a result. In addition to the challenges, we will also discuss the opportunities presenting themselves to improve how we interact with our internal and external customers.

3:30 PM Eastern Commercial Direct Bill Roundtable
Closed to Premier Partners, Sponsors and Exhibitors

5:30 PM Eastern Optional Exhibit Hall/Exhibitor Events
This time slot is allocated for exhibitors to conduct their own virtual events, open their exhibit hall booths, or schedule time with attendees.


Thursday, October 21


11:00 AM Eastern Diversity, Equity, Inclusion and Belonging
At the 2020 conference, we focused on “awareness”. This year we will take a deeper dive into accountability and the actions we can take on an individual and leadership level to embrace the concepts of diversity, equity, inclusion and belonging in our personal and professional lives.
 
12:15 PM Eastern Featured Speaker
  • "A Complaint-Free World" -Will Bowen
    Will Bowen is the founder of the Complaint FreeⓇ movement with over 12 million followers worldwide. Will’s been featured on Oprah, Dr. Oz, Forbes, NBC’s Today Show, CBS Sunday Morning, The ABC World News, Fox News, People, Newsweek, The Wall Street Journal, and Chicken Soup for the Soul.

    In July 2006, Will Bowen handed out 250 purple rubber bracelets inviting people to use them as a tool to stop complaining. Will’s idea EXPLODED around the world and, to date, more than 12 million of his purple Complaint Free bracelets have been distributed to people in 106 countries. Maya Angelou provided the forward for Will’s #1 International Bestselling book A Complaint Free World, which has sold more than 3 million copies in 30 languages and is required reading at many universities and businesses. Thousands of companies worldwide have used Will’s Complaint FreeⓇ Business program to increase productivity, improve communication, and raise morale.

    Will’s clients include The Million Dollar Roundtable, Volvo, and Kimberly Clark. He is a humorous motivational speaker, a #1 International best-selling author, a multi #1 Amazon best-selling author, an award-winning trainer, the 2016 Purdue University Executive in Residence, and he’s the World Authority on Complaining — why people complain, what’s wrong with complaining, and how to get ourselves and others to stop.
1:15 PM Eastern 2022 Conference Announcement and Official Conference Closing


Additional/Optional Events
The virtual platform affords us the opportunity to schedule additional events (outside of core conference hours) for you to take advantage of. Plans are still in the works but look for information and updates on the conference site for these and other events:
  • Navigating the Platform
    In the weeks leading up to the conference, ICE will be hosting a webinar to help you learn the tips and tricks of the platform to get the most out of your time at Virtual ICE 2021. Look for information about this session in September.

  • First Timers
    If you are new to the ICE experience, join us to meet members of the ICE Leadership Team and gain some insight about how to maximize your virtual conference experience. This event is by invitation only.

  • Virtual Golf
    Last year’s ICE Virtual Golf event was a huge success and a lot of fun. Stay tuned for information about how you can participate!

  • ICE Committee Meetings
    Our four committees (Benchmarking, Education, Membership and Planning) will meet virtually during the week after the conference to talk about the work they do throughout the year. We encourage you to join a session and perhaps join the committee as a result!