All times are Eastern.

Welcome Remarks

11:00 - 11:10 AM

PANEL: Leading Strategically Through Rapid Change

11:15 - Noon

2020 changed a lot of assumptions. In this look back through a chaotic year, you'll hear from sharp strategists all about the hard lessons they learned and how you can quickly adapt and lead strategically through rapid change - in 2021 and beyond.

Speakers:

Dave Wasik, Partner, 2nd Order Solutions (moderator)

Brad Bone, Managing Partner, M&G Solutions

Brian O'Malley, Managing Director and Partner, BCG

Demo Flight #1

12:05 - 12:40 PM

Demo Presenters:

Oliver, DebtNext, Noble Systems/Alvaria, EXL

Exhibit Hall & One-on-One Networking Break

12:45 - 1:30 PM

Workshop Flight #1

1:35 - 2:05 PM
2:05 - 2:35 PM (All workshops repeat)

(Inbound) Smart Inbound Customer Handling and Call Routing Efficiency

As consumers shift to more self-service and outbound voice dials decline, optimizing inbound call handling is an increasingly strategic aspect of collections strategy.

Speakers:

Jim Lynch, Sr. Director of Product Marketing, LiveVox

Tom Nusspickel, Chief Operating Officer, American First Finance

Adam Veik, Director of Contact Strategy & Analytics, American First Finance

(Preference) Consumer Preference and How It Will Shape the Future

Consumers will continue to demand that companies communicate with them in ways that they prefer. How and should this be accommodated in collections?

Speakers:

Tim Collins, Chief Customer Officer, InDebted

Le'nore Caldwell, Manager of Audit, Spring Oaks Capital

Carrie Coker-Aivaliotis, Director of Market Planning, LexisNexis Risk Solutions

(Data) Data Management for Strategic Flexibility

Organizing and maintaining data in a way that allows strategies to be modified in a timely, measured and controlled manner.

Speakers:

Brad Davis, CFO/CRO, NeuAnalytics

Sascha Ohler, Executive Vice President - Research & Development, NeuAnalytics

Workshop Live Q&A Wrap Up

2:40 - 3:10 PM

Creditor Roundtable

3:15 - 4:15 PM

Meet with your creditor peers and discuss shared strategic, tech, and compliance challenges. Agenda to include the shift to digital collections, emerging industry standards for digital, how to implement and optimize AI for digital collections, planning out strategic investments for the near- and long-term, and whatever else you have on your mind. Note: all creditors are preregistered for the roundtable. Simply click to join the session at 3:15 PM ET.

Moderators: Michael Cassidy, Managing Partner, M&G Solutions, Michael Orefice, Director of IT Practice, Bridgeforce, and Dave Wasik, Partner, 2nd Order Solutions.

Exhibit Hall & Networking Roulette

4:15 - 5:00 PM

PANEL: Strategic Impacts and Countermeasures of the CFPB Rules

11:00 - 12:00 PM

The new CFPB rules are here and companies are identifying new ways to deploy and control changes. In this panel of industry leaders, you'll hear about how changes are being deployed across the industry and about the complementary strategies you can use - right now - to mitigate the impacts.

Speakers:

Stefanie Jackman, Partner, Ballard Spahr

Joann Needleman, Practice Leader & Member, Clark Hill

Ami Lipman, Managing Counsel for the Consumer Banking Team, Citizens Bank

Exhibit Hall

12:00 - 12:30 PM

Demo Flight #2

12:35 - 1:10 PM

Demo Presenters:

Kredit, Katabat, PCA, Prodigal

Exhibit Hall & One-on-One Networking Break

1:10 - 2:10 PM

Workshop Flight #2

2:15 - 2:48 PM
2:48 - 3:20 PM (All workshops repeat)

(Self Service)The Increasingly Independent Consumer

The increased skill and ability of consumers to resolve business matters independently allows for lower cost, creative self-service solutions in the complex areas of collections (payment plans, settlement negotiation, etc.).

Speakers:

Dave Hanrahan, Co-Founder & CEO, Kredit

Peter Lyons, SVP, Firstsource

Chris Repholz, Chief Growth Officer, MRS BPO

(AI) What Artificial Intelligence Can Teach Us

As the amount of data being poured into artificial intelligence grows, what we know about consumers and how we can support them with ease becomes apparent. This session will share the smartest and most effective ways AI tools are optimizing consumer interaction.

Speakers:

Nick Ruiz, Principal Inventive Scientist, Interactions

Susan Hura, Director of Conversation Design Services, Interactions

(Debt Buying) The Status and Outlook of Debt Buying

An update on the latest in the debt buying arena.

Speakers:

Keith Walch, Chief Acquisitions Officer, Spring Oaks Capital

Rui Pinto-Cardoso, Co-Founder & CEO, Quantum3 Group

Bob Deter, Vice President of Business Development, Crown Asset Management

Workshop Live Q&A Wrap Up

3:20 - 3:50 PM

Exhibit Hall & Networking Roulette

3:50 - 5:00 PM

PANEL: The Future of Channel Optimization

11:00 - 11:45 AM

Consumers demand ease of communication and transparency. Servicers are looking to reduce costs. And the most commonly used contact channels have either been adopted or are at least widely known. In this panel, you'll hear all about the new communication channels that should be on your radar and about how your consumer communication strategy should evolve in 2021.

Speakers:

Andrew Domino, Chief Operating Officer and Head of Marketing, Bridgeforce

Michael Orefice, Business & IT Practice Leader, Bridgeforce

Tom Fitzgibbon, SVP & Director - Default Management, KeyBank

Ed Bray, Head of Operations Strategy and Reporting for Collections and Reporting, Citizens Bank

Exhibit Hall & One-on-One Networking Break

11:50 - 12:55 PM

Workshop Flight #3

1:00 - 1:30 PM
1:30 - 2:00 PM (All workshops repeat)

(FinTech) - Is Your Digital Strategy Truly Successful?

Digital banking is on the rise, and so are digital collections. How do we know our digital strategy is truly successful? How can creditors design an RFP to identify great digital partners?

Speakers:

Jake Cahan, CEO, Debtsy

Justin Franklin, Vice President of Global Strategy and Execution, Cedar Financial

Mike Cassidy, Managing Partner, M&G Solutions

(DSA) Debt Settlements Strategy

The latest strategies to drive improvement on debt settlement portfolios.

Speakers:

Adam Cohen, Co-Chairman/CEO, Phillips & Cohen

Carri McQuerry-Funk, Head of Vendor Management & Initiative Execution, Citizens Bank

(CFPB) - When Each Call (and Email) Counts - Meeting the CFPB 7x7 with Intelligent Contact Data

Now more than ever, every contact must count. Regulation F is being put in place to prevent the cumulative amount of outbound contact via phone calls, SMS, and email from reaching harassing, oppressive, or abusive levels. We will discuss how better customer intelligence enables better agent productivity, fewer customer calls, and improved client financial results.

Speakers:

Jim Beck, COO, MRS BPO

Mitch Young, VP of Sales - Identity & Risk Solutions, Neustar

Workshop Live Q&A Wrap Up

2:05 - 2:40 PM

Event Wrap Up & Demo Awards

2:40 PM - 3:00 PM