2013 Event Brochure - Limra

Marketing & Research ConferenceConcurrent Workshops — 4:00 to 5:00 p.m.(continued)Asbury A5. Mapping Your Customer’s JourneyJoin us as we discuss the latest trends in CustomerJourney Mapping, as well as the benefits andchallenges. We will review:• Best practices in developing customer journeymapping.• How companies use these maps to improve theircustomers’ experience, including a majorinsurance carrier.• Success metrics for mapping, such as improvedretention and expense reduction.Glenn Staada, Vice President, Radius Global MarketResearch; Dana Tucker, Director, The Americas,CAO, Customer Centricity Program Management,MetLife; Co-moderators: Kate Borgatti, Director,Market Research, MetLife; Samantha Chow, Directorof Research, New York Life DirectSalon 7–86. Consumers & Producers: Can They BeSocial?In this workshop we will share the results of newresearch on both consumers’ and producers’ use ofsocial media.• Are consumers and producers on the sameFacebook page?• Are consumers using social media to learn aboutyour products?• Are producers LinkedIn to consumers togenerate leads?• Can relationships be built a Tweet at a time?• What are the latest developments in companypractices?• How are producers successfully using socialmedia?Lisa Schneider, Research Director, Greenwald &Associates; Todd Silverhart, Ph.D., Director ofInsurance Research, LIMRA; Moderator: AudreyBlair-Gentry, Manager, Market Research &Development, Western & Southern Financial GroupThursday, May 30Continental Breakfast — 7:00 to 8:00 a.m.Grand Harbor Ballroom SouthJoint General Sessions — 8:00 to 10:00 a.m.Grand Harbor Ballroom NorthMarketing to Make a Difference and KeepGood GoingAngie KyleSenior Vice President and Chief MarketingOfficer, Insurance GroupNew York Life Insurance CompanyUnderstanding what makes your company specialis one thing, but conveying these ideas through marketingstrategies that effectively reach consumers is something elsealtogether. Angie Kyle will describe how New York Life collectedinsights and articulated a clear brand position. Hear how thecompany is changing the way it presents itself to agents,employees, clients and the public at large and why these changesare essential to New York Life’s mission of helping clientsperpetuate the good in their lives.New Word Order — The Language of RiskGary DeMossManaging DirectorInvescoThe largest ongoing study ever done on thelanguage of financial services has just finishedits 2012 research on risk communications.Join Gary DeMoss as he discusses the words to use (protectingassets) and words to lose (minimizing losses) in makinginvestment risks understandable and actionable for today’sconsumers. Gary will also share a new research-based, doctorpatientcommunication process to make investment riskspersonal, credible and beneficial. Take back these findings toimprove consumer connections in your organization.Refreshment Break — 10:00 to 10:30 a.m.Grand Harbor Ballroom SouthLIMRA Reception — 6:00 to 7:00 p.m.Grand Harbor Ballroom South4