• 2018 Proposed Agenda

    as of April 1, 2018

    MONDAY June 4

    Opening Reception 6:00 PM - 7:30 PM - Sponsored by Experian and ContactRelief

    TUESDAY June 5

    Registration, breakfast, networking

    7:00 AM - 8:00 AM

    Welcome & Opening Remarks

    8:00 AM - 8:15 AM

    Stephanie Eidelman, CEO and Amy Perkins, Chief of Content & Industry Intelligence- insideARM and The iA Institute

    8:15 AM - 9:00 AM

    Keynote Speaker: Rebekah Johnson, CEO, Numeracle

    A kick-off to open our minds to focusing on the possible rather than the impossible when it comes to the future of our industry.

    9:00 AM - 9:10 AM

    Preparing for Evolving Customer Communication and Payment Preferences

    Speaker: Dan Fox, Interactions LLC

    Award Ceremony - Best Call Centers to Work For

    9:10 AM - 9:30 AM


    9:30 AM - 10:00 AM

    General Session: Moving Forward with Debt Collection Rules- Where Can Industry and Advocates find Common Ground

    10:00 AM - 11:00 AM


    Joanne Needleman, Practice Leader & Member, Clark Hill PLC

    Ann Braddour, Director, Fair Financial Services Project, Texas Appleseed

    Mary Spector, Professor of Law, Director of Civil/Consumer Clinic, SMU Law School

    Breakout 1:​ (choose one)

    11:00 AM - 11:50 AM

    Legal and Compliance Track - Sponsored by LiveVox

    Law Review - TCPA and Mobile Consent- Dialing/Text/E-mail

    Obtaining, revoking, transferring. It seems there are varying degrees of conservatism on this topic because it’s one of the grayer areas in the industry. How do we get better so we can continue to innovate and evolve?


    Rozanne Anderson- VP, Chief of Compliance, Ontario Systems

    Alex Rojas- Senior Investigator of Finance, Revenue Management for the City of San Jose

    Operations Strategy Track - Sponsored by Transunion

    Customer Preference Study and Artificial Intelligence

    There’s a lot of speculation about how customers want to stay informed and how AI and general innovation can help us succeed in solving the customer, efficiency and loss trifecta. Let’s cut through the buzz and get down to doing it in a way that achieves all of our goals.


    Dan Fox- Interactions LLC

    Gordon Beck- CEO, DCI

    Operations Management Track - Sponsored by Ontario Systems

    Call Monitoring and Evaluation 

    Balancing the customer experience, compliance and collections effectiveness.


    Lori Vanderpool- Regulatory Compliance Manager, T-Mobile

    Joe Adams- Executive Vice President, Hampton Pryor Group

    Lunch & Networking

    11:50 AM - 12:40 PM

    Breakout 2: (choose one)

    12:40 PM - 1:40 PM

    Legal/Compliance Track - Sponsored by LiveVox

    REG E, Payments, EFTA

    In a world where customers want to pay more efficiently, it’s on us as an industry to figure out how we can comply. We'll bring clarity and help you understand how you can successfully navigate the rules to deliver for your customers.


    John Bedard, Jr. - Bedard Law Group

    Guest Speaker- TBC


    Operations Strategy Track - Sponsored By Transunion

    Customer Journey - Innovation Jam Session

    Customer preferences are evolving and so are contact methods. There’s a growing need to step back and see what the evolution of the contact strategy (text, email, online, interactive message, self-service) looks like through your customer’s eyes.


    Colleen Rose- Lead Product Marketing Manager, Experian

    Chris Repholz- Chief Customer Officer, MRS

    Operations Management Track - Sponsored by Ontario Systems

    Achieving "Best Place to Work Status"

    Come to this session to learn the characteristics of a "Best Place to Work" and how reaching that level of workplace excellence can have a profound impact on attraction, retention and financial performance. This workshop will also feature an in-depth presentation of the employee engagement benchmarks (Including the top 5 drivers of engagement), the best employer practices benchmarks, as well as many simple tips that can improve engagement in your organization.


    Peter Burke, President and Co-Founder, Best Places to Work

    Networking Break

    1:40 PM - 2:10 PM

    Creditor Peer Discussion

    2:10 PM - 4:00 PM

    Speakers : TBA

    Agency and Vendor Discussion

    2:10 PM - 4:00 PM

    Speakers: TBA

    Reception at The STAR

    6:00 PM - 7:30 PM

    The Star is the 91-acre campus that hosts the world headquarters of the Dallas Cowboys in Frisco, Texas.

    Join us for a reception and have a true Cowboys experience at the Training Table, overlooking the outdoor practice field.

    WEDNESDAY June 6

    Breakfast & Networking

    7:45 AM - 8:30 AM

    Opening Remarks

    8:30 AM - 8:40 AM

    Speakers: TBA

    Thought Leadership presentation - Sponsored by Noble Systems

    8:40 AM - 8:50 AM



    Ben Russell, Regions Bank

    Karl Koster- Noble Systems

    Panel Discussion: The Path to a #BetterWay 

    8:50 AM - 9:30 AM


    Thanks to many industry leaders committed to finding a "BetterWay", we've gained tremendous insight into the core challenges requiring innovation across the ARM industry. Get a glimpse into the highly impactful and strategic work and what it will mean for you and our industry.

    Thought Leadership presentation - Sponsored by LiveVox

    9:30 AM - 9:40 AM



    Louis Summe- CEO, LiveVox

    Breakout 1: (choose one)

    9:40 AM - 10:35 AM

    Legal/Compliance Track - Sponsored by LiveVox

    Building and Maintaining Productive Legal and Compliance Agency/Creditor Relationships

    Interpreting and adhering to varied views on new and existing rules is not optional. Should efficient consensus and deployment be? We’ll share ways that legal and compliance partnerships can prosper across companies.

    Speakers: TBA

    Operations Strategy Track - Sponsored By Transunion

    Robocall Blocking

    Robocall blocking is an undeniable threat to our traditional model. We’ll provide an in-depth review of the work being done to protect customers from losing contact with us and vice versa.


    Rebekah Johnson, CEO, Numeracle

    Operations Management Track - Sponsored by Ontario Systems

    Disaster Recovery

    Mishandling customers during disasters can compound an already challenging and stressful time for them and poses tremendous risk to the relationship and the company's reputation. Although handling every major disaster requires judgment on the part of companies, there are tools and best practices to help you do it better.


    Mike Chandler- CEO, ContactRelief

    Guest speaker- TBC


    10:35 AM - 10:50AM

    Breakout #2 (choose one)

    10:50 AM - 11:50 AM

    Legal and Compliance Track- Sponsored by LiveVox

    Industry Benchmark - Agency Management and Oversight

    Are you over or under investing? Now you can find out. insideARM presents a benchmarking study on agency scorecards and oversight from across the industry.

    Speakers: TBA

    Operations Strategy Track- Sponsored by Transunion

    Positive Disruption of the Traditional Collections Model

    Opening our eyes to the future of digital collections and the growing demand for a change to the traditional business model (call reduction, self-service negotiation, etc.)


    Stefanie Jackman- Partner, Ballard Spahr LLP

    Matt Underwood - Associate General Counsel, VP, Fifth Third Bank

    Ed Bray- Head of Collections and Recovery Strategy, Citizens Bank

    Dave LaRoche, Default Management and Practice Leader, Bridgeforce

    Closing Remarks

    11:50 AM - 12:00 PM