2013 Washington Leadership Summit
Speaker Sessions
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Monday, October 7th
9:30 a.m. - 10:00 a.m.
Welcome Address
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Phil Grudzinski |
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10:00 a.m. - 10:30 a.m.
Keynote Speaker
Greg Zoeller
Attorney General of Indiana
Attorney General Zoeller will provide a regulator's perspective what the industry is doing right, what it is doing wrong, and some thoughts on regulatory compliance issues.
10:45 a.m. - 11:45 a.m.
Capital Hill Briefing
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Speakers will discuss FCC/FTC and privacy legislation in congress, as well as small business legislation, tax reform and the shutdown.
12:00 p.m. - 12:45 p.m.
Consumer Financial Protection Bureau Update
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Scott Pluta
Assistant Director, Office of Consumer Response
Consumer Financial Protection Bureau
The Consumer Financial Protection Bureau has expanded its scope beyond banks into various areas of consumer financial protection. Hear about recent enforcements and their focus in the future.
1:45 p.m. - 2:45 p.m.
What is an ATDS? and Why Every Marketer needs to know before October 16, 2013
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The October 16th TCPA Amendments apply to calls to cell phones using an Automatic Telephone Dialing System (ATDS). So, what is an ATDS and what is not? This session will provide real world information on what constitutes an ATDS and what is a manual dialing system.
3:00 p.m. - 3:45 p.m.
Government Affairs: How PACE is Keeping Pace with Federal and State Regulators
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4:00 p.m. - 5:00 p.m.
Compliance Officers Live - State and Federal Regulatory Update
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Reid Houser |
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Nick Whisler |
Session will provide an overview of State and Federal regulation enacted in the last year, and will in include a forecast of regulations likely to face the contact center industry in the coming year as well as regulatory issues. This discussion will include practical guidance to post October 16th, 2013. Real live examples will be provided.
Tuesday, October 8th
9:00 a.m. - 9:45 a.m.
Best Practices in Obtaining Expressed Consent
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Matt Cagle |
Eric Holtzclaw |
We all know that after October 16th, Express Written Consent will be required to contact a consumer on their cell phone for telemarking purposes if using an ATDS to make the call. Now find out exactly what it takes, from a practical perspective, to obtain express written consent.
10:00 a.m. - 10:45 a.m.
Developing and Coaching Sales Teams in Highly Regulated Industries
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Allen Tuthill
President
Sales Execution & Leadership Solutions
What are some of the best practices you can follow or implement to make your sales teams more effective? Developing and coaching sales teams in challenging regulatory environments can be difficult. Learn about some of the strategies and processes that you may be able to leverage that focus on customer value.
11:15 a.m. - 12:00 p.m.
The Cable Industry Viewpoint on Customer Engagement
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Senior Representatives from Comcast, Cox & Time Warner will discuss the issues affecting their industry including vendor relations, compliance challenges, addressing TCPA amendments and what the future holds.
1:00 p.m. - 1:45 p.m.
When Consumers Complain – How to Navigate When the CFPB is Involved
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Many banks and non-bank financial institutions, as well as third-party service providers to these institutions, are now facing the prospect of becoming the subject of a potential enforcement action by the Consumer Financial Protection Bureau (CFPB). One of the primary methods through which the CFPB identifies potential enforcement targets is through consumer complaints, which the CFPB solicits and collects through its complaint portal database. In this seminar, we will discuss the heightened importance of capturing and responding to consumer complaints as a way to minimize any potential exposure to a CFPB enforcement action. As part of this, we will discuss the process for receiving and responding to complaints through the CFPB's complaint portal, as well as offer practical tips and guidance in how to craft your response in a way that minimizes any potential risk. We also will share some of the lessons learned from our real world experience assisting our clients in responding to a number of CFPB enforcement actions, including potential strategies and best practices for interacting with the CFPB during an enforcement action in a way that seeks to minimize exposure and liability.
2:00 p.m. - 2:45 p.m.
A View from the Hill
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This is a “can’t miss” event discussion of the relevant issues of customer engagement and consumer protection from a Legislator's perspective.
3:00 p.m. - 3:45 p.m.
Consumer Class Actions and Call Recording
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Andrew Bluth
Attorney
Pillsbury Winthrop Shaw Pittman LLP
This session will focus on California’s consent-to-record laws and the dramatic spike in class action lawsuits in California. Many of the same plaintiff’s lawyers who have been filing TCPA class actions are now filing class action lawsuits under California Penal Code section 630, which governs when telephone calls can be recorded. We will outline the background and procedural components of the statute, defense strategies, compliance best practices, and an overview of developing case law.
2013 Summit Program
