• June 5-7, 2017

    The Westin Stonebriar Hotel & Golf Club

    Frisco, Texas

  • About the Event

    The First Party Summit - A New Kind of Conference

    The industry's first-ever and only Summit focused totally on the unique challenges of

    First Party Collections, Outsourcing, and Customer Care.

    Technology

    and Strategy

    We will focus on technology and strategies to help you improve the consumer experience and increase interaction.

    New

    Ideas

    We work hard to introduce new speakers to each event.

    Just

    the Right Size

    260 attended from 126 organizations in 2016.

    No Exhibit Hall.

    Engage

    in the Dialogue

    We employ collaborative, interactive sessions, not lectures or infomercials.

    Join your peers. Engage.

    Some of the 126 organizations

    Afni

    Alorica

    Ally Financial

    AT&T/DirecTV

    Atlanticus

    Bluestem Brands

    CBE Companies

    CIBC

    Comcast

    ConServe

    Credit One Bank

    CreditShop

    Discover Financial Services

    Dish Network

    Empereon-Constar

    EOS USA

    EVINE

     

    ...that attended

    in 2016

    Flagship Credit Acceptance

    GC Services

    GM Financial

    Home Credit US

    Liberty University

    Link Revenue Resources

    Navient

    Norton Healthcare

    Presence Health

    Radius Global Solutions

    Service Corporation International

    Superior Court of California, County of Ventura

    TEMPOE

    US Cellular

    USAA

    Windham Professionals

  • Pricing & Eligibility

    First Party Summit

    We have maintained pricing for this Summit at a level well below other major industry events. For this reason, the early bird pricing will not be extended.

     

    Early bird pricing (ends March 31, 2017)

    $895 (1st registrant from your company)

    $795 (Additional attendees from the same company)

     

    Regular pricing

    $995 (1st registrant from your company)

    $895 (Additional attendees from the same company)

     

    Cancellation: You may cancel by May 19, 2017 for a full refund, less a $75 admin fee. No refunds after May 19, but you can substitute another attendee. Simple.

     

    Note: Technology providers are not eligible for individual registration without sponsorship. To learn about availability, please contact Aaron Steinberg or call 240.499.3836.

     

  • Hotel

    The Westin Stonebriar, Frisco Texas

    Situated in the tranquil suburb of Frisco, north of Dallas, the Stonebriar is just 18 miles from DFW Airport. This AAA Four-Diamond hotel boasts an 18-hole championship golf course and a 200-foot lagoon-style swimming pool.

     

    Each room includes the sublime Westin Heavenly® Bed, Heavenly® Bath, 47-inch LG Smart TV, wireless High Speed Internet Access, and Starbucks® coffee with Westin WakeCup™ brewer.

     

    Our conference room rate is $189/night. Click here to access the site to learn more about the event and to book, modify, or cancel a reservation until May 22, 2017.

  • Event Sponsors

    Interested in a sponsorship for 2017? Call Aaron Steinberg, our Publisher, at 240.499.3836

  • What Attendees Have Said About

    the First Party Summit

    "Most beneficial conference I have attended"

    The IA Institute conference for first party agencies and their partners was the most beneficial conference I have attended. The spirit of this event was truly that of best practice sharing amongst your peers while surrounded by teams of professionals with a wealth of industry knowledge. This allowed for an exponential amount of knowledge transfer that will help me to grow the business for my company as well as establish valuable relationships going forward.

     

    Clay Barker

    Senior Manager, Operational Excellence

    Monitronics Security

    "This conference encouraged real discussion"

    “I loved the format. This conference encouraged real discussion with peers and across industries. [It was] an outstanding opportunity to learn … and I did!”

     

    Dusty Whitesell, LiveVox

    "No wasted space, time, or content"

    Great value and great attendees. There was no wasted space, time, or content. A high-value event.

     

    Anonymous

    "An opportunity to meet new potential vendors in a low stress environment"

    A valuable experience. An opportunity to build relationships, meet new potential vendors in a low stress environment. A great 2 days of knowledge-sharing.

     

    David Guy, VP Collections and Customer Service, Conns Home

    "I highly recommend this conference"

    I highly recommend this conference. I learned new information and appreciated the round-table discussions.

     

    Tami Birner, National Marketing Executive, FMA Alliance

    "Best conference I have attended"

    Best conference I have attended.

     

    Anonymous

    "Great opportunity to connect with peers and vendor-partners in a manner that did not feel like a sales conference"

    Well-planned and well-executed. A great experience and opportunity to connect with peers and vendor-partners in a manner that did not feel like a sales conference. Great job!

     

    Brian Stokes, Associate Director, Verizon

    "Absolutely a conference that will go in my budget next year"

    Great working session, great experience compared with other industry conferences, excellent working sessions that provided insight into best practices. Absolutely a conference that will go in my budget next year.

     

    Dawn Wierzbicki, Chief Sales Enablement Officer, ERC

  • 2017 Agenda

    MONDAY June 5

    Opening Reception 6:00 PM - 8:00 PM

    TUESDAY June 6

    Registration, breakfast, networking

    7:30 AM - 8:15 AM

    Welcome

    8:15 AM - 8:30 AM

    Stephanie Eidelman, CEO, Tim Bauer, President - insideARM and The iA Institute

    Keynote: Innovation for Improving Communication and the Customer Experience Throughout the Life Cycle of an Account

    8:30 AM - 9:30 AM

    Speaker: TBA

    The keynote address will touch on 1) Omnichannel communication alternatives, 2) Using data analytics to improve agent interaction with consumers, 3) Today's digital consumer, 4) leveraging artificial intelligence, 5) New technologies

    Thought Leadership Presentation

    9:30 AM - 9:40 AM

    Speaker: TBA

    Break

    9:40 AM - 10:10 AM

    Breakout 1:

    10:15 AM - 11:25 AM

    Legal/Compliance Track -

    TCPA 2017 - Updates on Recent Cases, Impact of Changes to the Makeup of the FCC, Latest on ACA International v. FCC

    Speakers: TBA

    Operations Strategy Track -

    Use of Artificial Intelligence as an Alternative to the Traditional IVR

    Speakers: TBA

    Operations Workforce Management Track -

    Culture Makes a Difference - How the unique Kabbage "Culture" impacts recruiting, hiring, attrition, and performance metrics

    Speakers:

    Bill Bowden, Kabbage

    Bonus Track -

    Case Study - Outsourcing of all Escalation Accounts to a Single Source - How one Creditor Decided to Handle Disputes and/or Difficult Calls in a More Uniform Manner

    Speakers:

    Tracy Dudek, State Collections

    Second Speaker TBA

     

    Breakout 2:

    11:30 AM - 12:40 PM

    Legal/Compliance Track -

    State Laws and Regulations Governing First Party Activity - What You Don't Know Might Surprise You

    Speakers:

    David Cherner, Moss & Barnett

    Second Speaker TBA

    Operations Strategy Track - Lets Review Omnichannel Options - Text, email, chat, avatars, bots, etc.

    Speakers: TBA

    Operations Workforce Management Track -

    Wage & Hour Class Actions Against Call Centers - What Should you be Doing to Protect Your Company?

    Speakers:TBA

     

    Bonus Track -

    Cyber Risk Management in 2017 - What do the Recent State of New York Cyber Security Regulations and the OCC/FDIC/Federal Reserve ANPR Mean to Creditors and Call Centers

    Speakers: TBA

    Lunch & Networking

    12:40 - 1:25 PM

    Breakout 3:

    1:40 PM - 2:50 PM

    Legal/Compliance Track -

    Compliance Professional Forum Panel Discussion - Benchmarking Best Practices and Review of Compliance Issues that Generate the Most Discussion in CPF Peer Group Calls

    Speakers:

    Mike Bevel, insideARM, Compliance Professionals Forum

    Kelly Knepper Stephens, Stoneleigh Recovery Associates, LLC

    Additional Participants TBA

    Operations Strategy Track -

    Case Study - The Importance of Matching Client Culture with Vendor Culture When Selecting an Outsourcing Partner

    Speakers:

    Eric Laundree, Elevate

    Chris Repholz, MRS BPO LLC

     

    Operations Workforce Management Track -

    Focus on the Real Keys to Success of any Project - The Team or Unit Managers and Supervisors - Identifying potential managers, training and retraining, matching the right managers to the right team, incentive compensation beyond typical performance metrics

    Speakers:

    TBA

    Bonus Track -

    Cyber Liability Insurance - Understanding What you Don't Know

    Ben Johnson, Cornerstone & Integrity First Insurance

    Dorothea Westin, Capitol Special Risks

    Thought Leadership Presentation

    2:55 PM - 3:05 PM

    Speaker TBA

    Panel Discussion

    3:10 PM - 4:20 PM

    Will "Make America Great Again" Convince Companies to Move Call Center/Customer Care/Customer Service Work back to the United States?

    If Yes, How to find low cost high quality locations?

    If No, What are the best offshore or near shore alternatives?

    Speakers: TBA

     

    Dinner/Reception and "Best Call Centers To Work For" Announcements

    6:30 PM - 9:00 PM

    WEDNESDAY June 7

    Breakfast & Networking

    7:30 AM - 8:15 AM

     

    Panel Discussion - The FTC and CFPB - Working Together on First Party and Debt Collection Rulemaking, Supervision, and Enforcement

    8:20 AM - 9:20 AM

    Speakers:

    Moderator: Rozanne Andersen, Ontario Systems

    Panel Members TBA

    Breakout 1:

    9:25 AM - 10:35 AM

    Legal/Compliance Track -

    The Daily Challenges of a General Counsel - Advising Management on Current Regulations (State, Federal, Local), CFPB and FTC Consent Orders, and Potential Future Regulations (Outline of Proposed Rules for Third Party Debt Collection and Likely Rules for First Party Activity

    Speakers:

    Sulejman Dizdaveric, Discover Financial Services

    Second Speaker TBA

    Operations Strategy Track -

    Using Speech Analytics to Drive Process Improvements in Your Organization

    John Craven, Cox Communications

    Second Speaker TBA

    Operations Workforce Management Track -

    Case Study: How CIBC Improved the Customer Experience and Saw CSAT Scores Increase by 300%

    Speakers:

    Sonia Kalra-Ali, CIBC

    Grace Yeh, Gatestone & Co.

    Bonus Track -

    Case Study - Outsourcing of Full File Credit Bureau Reporting and Dispute Management

    John Hall, Eversource Energy

    Andrew Cope, Contract Callers

    Doffie Howard, Contract Callers

    Breakout 2:

    10:40 AM - 11:50 AM

    Legal/Compliance Track -

    CFPB First Party Rulemaking - Update on Status and Potential Impact

    Speakers

    TBA

     

    Operations Strategy Track -

    The 30 Security Questions and Security Audit Focus Points That Must be Included in every RFI, RFP, and Site Visit.

    PLUS What are the "A" Answers to those Questions?

    Speakers:

    Michael Meyer, MRS BPO LLC

    Second Speaker TBA

    Operations Workforce Management Track -

    Session Description Coming Soon

    Speakers: TBA

     

  • About Us

    The iA Institute is a provider of specialized information to the complex debt industry. Our efforts inform, teach, and bring a variety of stakeholders to the table to address industry challenges and build a culture of compliance. Initiatives include insideARM, the Compliance Professionals Forum, and the Consumer Relations Consortium.

  • Contact Us

    Questions? Issues with registration? Email us using the form below, or call 240.499.3846