The 2015 Sections:
- Regulator Insights
- Professional Growth
- Industry Best Practices
- Real-time Insights—Panel discussions
- Vendor Voice
- The Big Reveal
ICAE breakout sessions provide for a free-form question-and-answer period, professionally moderated by both regulators and corporate professionals. The result? Best practices distilled for all to vet and approve.
For the P & C session, issues and challenge topics were proposed and voted upon. The top vote-getters were taken to small groups for discussion (each group had at least one regulator to provide regulator insights).
The challenges from the group included:
The top five were taken to small group for full discussion. Here’s how that looked…
Internal escalation for complaints
Defining points for the topic included that the company must capture…
Recommended best practices:
Consumer Education
All recognized consumer education is valuable, but the question of which entity is responsible for consumer education: DOIs or companies?
Recommended best practices:
Timelines for responses
Companies try to comply with state DOI timelines, but sometimes it’s just plain difficult when consumer affairs doesn’t know when the clock started ticking.
Recommended best practices:
Social Media
Companies and regulators want to ensure the consumer has the social media outlet, but it’s not always clear when to own a message and when not to. Then, once owned—what division within the company owns a complaint—communications that monitors social media or consumer affairs that owns the complaint process?
Recommended best practices:
Root-Cause Data
Root cause analysis can be a great strategy for providing superior customer service. However, it can also be messy with false positives or negatives escaping scrutiny. To best handle root cause analyses, companies should be able to define contributing factors, have a clear understanding of future actions, have a clear path to push data to management and have empowered front line people.
Recommended best practices:
Time was up before the ideas stopped, guaranteeing another free-flow of ideas at the 2016 Exchange (see the Big Reveal).