2021 LIMRA and LOMA Canada Virtual Annual Conference Agenda

Wednesday, May 19, 2021

10:00 a.m. - 10:15 a.m. - CONFERENCE OPENING REMARKS

Brent Lemanski, LLIF, CLU - Assistant Vice President and Executive Director, LIMRA and LOMA Canada

10:15 a.m. - 11:00 a.m. - GENERAL SESSION

New Directions, New Possibilities

2020 unleashed crises that no one could have ever imagined and forced the industry to pivot quickly to a new way of working. A year later, we're still trying to figure out and adapt to a new normal. But what are the key business changes that are emerging from the pandemic? How have customer experiences and expectations shifted? Where's our industry headed and what opportunities will be created from this challenging time? Carroll will draw upon LIMRA's wide-ranging global research and resources, as well as his own deep industry insights, to address these issues and help you better understand — and prepare for — what lies ahead.

John Carroll, MBA - Senior Vice President and Head of Insurance and Annuities – U.S. and Canada, LIMRA and LOMA

11:00 a.m. - 11:45 a.m. - GENERAL SESSION

Helping Advisors Build Better Businesses to Serve More Canadians

With Canadians living longer and needing to make financial decisions in a sea of overwhelming information, advice has never been more valuable. Canada Life is evolving its partnership with advisors to make a bigger impact on their business, so they can make a bigger impact on the financial, physical and mental well-being of Canadians. Moncrieff will speak to how his company helps advisors build better businesses and serve more Canadians.

Hugh Moncrieff - Executive Vice-President, Advisory Network and Industry Affairs, Canada Life

11:45 a.m. - 12:30 p.m. - GENERAL SESSION

How to Prosper in the New Norm (Hint: It’s paved with addressing your customers’ experience)

Success in the New Norm starts with addressing your customers' experience (CX) through a re-imagination of their needs and wants. The last decade focused investments in CX through a Digital Glass of point-in-time interactions to the benefit of the insurer. Now is the time to be visionary, creating end-to-end experiences to the benefit of those we serve. Watson will discuss his market observations and point-of-view on what insurers can do to fit in the New Norm.

Alex Watson - Managing Principal and Co-Lead, Insurance Practice – Canada, Capco

12:30 p.m. - 1:15 p.m. - GENERAL SESSION

Open Platforms to Unlock Your Client Experience

The COVID-19 pandemic has altered most companies’ digital strategies, and almost all are planning to expand their use of APIs to connect with more external stakeholders and exchange additional types of data. As they undertake a digital transformation, many are still navigating fragmented legacy IT ecosystems, siloed data and disjointed processes. Leading companies are realizing the benefits and opportunities fueled by open platforms. These API-driven platforms break monolithic capabilities into individual services, unlocking flexible features that historically have been difficult to access and implement. Krugman and Jones will explain how to accelerate your digital transformation and reimagine the customer experience with the use of open platforms. Learn how to enable personalized policyholder experiences that can be deployed quickly, and leverage existing technology investments while developing a practical roadmap to support your digital initiatives.

Andrew Jones - Director, Sales – Canada, Broadridge

Rob Krugman - Chief Digital Officer, Broadridge

1:15 p.m. - 1:20 p.m. - DAY 1 CLOSING REMARKS

BRENT LEMANSKI, Assistant Vice-President and Executive Director, LIMRA and LOMA Canada

Thursday, May 20, 2021

10:00 a.m. - 10:15 a.m. - DAY 2 OPENING REMARKS

Brent Lemanski, LLIF, CLU - Assistant Vice President and Executive Director, LIMRA and LOMA Canada

10:15 a.m. - 11:00 a.m. - GENERAL SESSION

Digital Transformation Revolutionizes Operational and Financial Management

Intelligent digital transformation technologies and automation are rapidly being utilized by life and disability insurers to proactively and objectively manage claims liability and improve customer experiences. Capato will discuss how digital transformation technologies — such as intelligent online portal, digital barcoding, robotic process automation, intelligent character reading, and automated business rules engine — are significantly improving carriers' operational efficiencies, bottom line and disabled life reserves.

Carl Capato (Moderator) - Senior Vice-President, Strategic Digital Automation Solutions, FastTrack

11:00 a.m. - 11:45 a.m. - GENERAL SESSION

Optimizing Your CX Strategy and Technology to Create Opportunities

In insurance distribution, “customer” applies to several audiences: distributor, advisor and consumer. Exceeding their differing expectations at each step of the customer journey requires a strategic approach to digital transformation — one that is focused on a thorough understanding of the experiences these stakeholders have every time they interact with your organization, and built on identifying clear customer experience goals, crafting the right processes and implementing the best technologies. Adamson will explore the go-to-market strategies, value propositions, and technologies that create superior experiences for each type of stakeholder and new opportunities for growth.

Ray Adamson - Vice-President, Insurance Solutions – Canada, Equisoft

11:45 a.m. - 12:30 p.m. - GENERAL SESSION

Becoming a Behavioral Coach

During this global pandemic, how do you overcome investor challenges, including swinging from panic to overconfidence? Manulife’s Catherine Milum, Head of Wealth Sales and Nic Pascoe, Sales Leader, Individual Insurance Sales will use behavorial insights to shed light on the psychological biases impacting consumer financial decision-making at this time. They will describe perceptions on seeking and following financial advice, the value of relationships and trust, the benefits of working with an advisor and the likelihood of working with an advisor in the future, as well as provide actionable recommendations grounded in the science of decision-making.

Catherine Milum - Head of Wealth Sales, Wealth and Asset Management, Canada, Manulife

Nicholas Pascoe - Sales Leader, Individual Insurance Sales, Life and Living Benefits, Manulife

12:30 p.m. - 12:35 p.m. - DAY 2 CLOSING REMARKS

BRENT LEMANSKI, Assistant Vice-President and Executive Director, LIMRA and LOMA Canada