Re-defining the Customer Experience.
You're among the elite independent agents in Wisconsin. You know what you want. The 2018 IIAW Annual Convention is considered one of the elite insurance conferences in the nation and that's why you are here.
Join us for discussions on current industry topics, including re-defining the customer experience & enanching marketing and sales techniques, future technology within the industry, & current industry topics. Redefine your business. Grow your brand. Become of the Agency of the Future. Attend the 2018 IIAW Annual Convention.
Engage with industry innovators during the Convention Showcase. Network with the movers and shakers of the industry throughout the day and listen to some of the foremost experts in insurance education and the future of customer service.
Attendees will have actionable tactics and strategies they can implement in their insurance business immediately. More importantly, they'll have the confidence and inspiration to improve their customer experience and grow in the modern marketplace. Don't miss out on the premier insurance industry event of the season - REGISTER NOW.
Tuesday, May 8th
11:30 AM CONVENTION REGISTRATION OPENS
12:30 PM – 2:00 PM CE SESSION- E&O Mock Trial (2 CE)
Speakers: Mallory Cornell, IIAW & Josh Johanningmeier, Godfrey &Kahn
12:30 PM – 2:00 PM Innovation Seminar- What Does Omni-Channel Servicing mean to the Independent Agent.
Speaker: Auto-Technology Committee
2:00 – 2:15 PM NETWORKING BREAK
2:15 – 4:45 PM CE SESSION- Data Breach (2 CE)
Speaker: Michael Schultz, Burns & Wilcox
2:15 – 4:45 PM CE SESSION- The Road to Ethics (3 CE)
Speaker: Brian Sorge, WPS Insurance
5:15 – 5:45 PM Association Business Meeting (Everyone encouraged to attend)
5:45 – 6:30 PM Networking Break
6:30 – 9:00 PM AWARDS RECEPTION & ENTERTAINMENT (Everyone Encouraged to attend)
Heavy hors d'oeuvres and cocktails provided.
Wednesday, May 9th
7:30 AM CONVENTION REGISTRATION OPENS
Light Buffet Breakfast (outside rooms to take into classroom)
8 AM – 8:50 AM CE SESSION- Employment Agreements in an Independent Insurance Agency
Speaker: Josh Johanningmeier, Godfrey & Kahn
8 AM – 8:50 AM CE SESSION- Prepare for the New Mandatory Cyber Security Regulations
Speaker: Matt Banaszynski & Mallory Cornell, IIAW
8 AM – 8:50 AM CE SESSION Federal Health Care Reform, Where Are We - (1 CE)
Speaker: Dave Grunke
9:00 AM – 9:15 AM WELCOME REMARKS
IIAW President, Lise Meyer Kobussen & IIAW CEO, Matt Banaszynski
9:15 AM - 10:00 AM A Simplified Approach to Shaping Customer Experience with Technology
Speaker: Blake Morgan
When you think of customer experience technology does your mind start spinning? There’s a lot of technology out there, so how do you decipher what will actually help your company? Most of us are familiar with a traditional CRM, but what critical components of your customer program do you need beyond that? There’s a lot of buzzwords being thrown around: digital transformation, machine learning, automation, artificial intelligence, IoT…it’s all so overwhelming! In this workshop we simplify what an ideal technology stack looks like and how you can get it without draining your company of all resources. In this session we’ll give you a completely unbiased view of what the critical components of a customer experience technology program should be.
You will learn:
• Examples of technology that delivers great cx
• Taking the scary out of technology
• Making the business case for technology within your company
• Innovating with IT in your business
• Practical approaches for amazing ROI on tech oriented CX projects
10:00 AM - 10:15 AM NETWORKING BREAK
10:15 AM – 11:00 AM The Magic of Exceptional Customer Service (Main Stage- Ballroom)
Speaker: Doug Lipp
How has Disney managed to keep its employees and customers so fiercely devoted to the brand How has it managed to continually top the charts as one of the world’s most loved brands? How can you learn from its practices to catapult your organization’s service strategies to even higher levels? Learn the four components that are at the heart of Disney University: Innovate. Support. Educate. Entertain. Discover how legendary service is a delicate balance between art and science. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence must be ingrained throughout your culture. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service culture to differentiate themselves from competitors.
11:00 AM – 11:45 AM Leadership and Service Magic- Innovation, Transformation and Growth Workshop
Speaker: Doug Lipp
Leaders build the culture, live the culture, and reinforce the culture every single day. Leadership has always set the tone within an organization, but today there’s growing consensus that a winning, sustainable culture is only achieved when it is ‘actively’ steeped throughout the entire organization. In this workshop Doug will help you Innovate, transform and grow your agency!
11:45 PM – 12:45 PM LUNCH BUFFET & NETWORKING BREAK (Atrium??)
1:00 PM – 1:45 PM The Digital Seller: How to Make the Internet Your Best Friend and Dramatically Increase Sales Success (Main Stage- Ballroom)
Speaker: Marcus Sheridan
We’ve all heard about the “digital consumer,” but what about the “digital seller?” Studies have shown that over 70% of the buying decision today is made BEFORE someone actually talks to a sales person. This shift has had a dramatic impact on Sales Teams around the globe, and few have managed to properly adjust to this change in where the sales cycle actually starts. In this talk, Marcus Sheridan will explain exactly what Sales Teams must do in order to embrace the new way consumers buy and ultimately become “digital sellers” in the process.
2:00 PM – 3:00 PM CEO PANEL (1 CE) (Main Stage- Ballroom)
Featuring Progressive, West Bend Mutual Insurance & Burns & Wilcox
3:15 PM – 5:45 PM CONVENTION SHOWCASE & NETWORKING (Conference Center- Superior, Michigan, and Wisconsin)
6:00 PM – 9:00 PM COMPANY HOSPITALITY & ENTERTAINING
9:00 PM – 1:00 AM InsurCon Bash- BIG Announcement Coming Soon!
WELCOME EXHIBITORS! We invite you to conduct business with Wisconsin's finest independent insurance agents in a welcoming, energized atmosphere. The IIAW understands that agents and carriers alike are continuously on the lookout for fresh perspective and new ideas. Keeping those needs in mind, the IIAW has designed an event experience within our Convention Showcase that you will not want to miss! Enjoy a relaxed, evening atmosphere with food and beverages available throughout the Showcase as you network and engage with like-minded professionals.
NEW this year are the IIAW's additional sponsorship opportunities. Available for purchase, these sponsorship opportunities are the perfect alternative to company hospitality hours. Please see below for all available sponsorship options and do not hesitate to contact us with any questions or outside the box promotional ideas.
We have enjoyed outstanding participation in the past and this year will be no exception. Last year's event was a roaring success and we expect our 2018 event to engage an estimated 600 participants. We are excited to host our many familiar partners along with new companies that offer valuable products and services to our members! Our 2017 Convention Showcase sold out and we expect 2018 to follow suit - reserve your booth today!
View Convention Showcase Layout
*To view updated booth availability, click below to register!
PRevious Convention Photos
Speakers & Entertainment
Build the Culture. Live the Culture. Differentiate! Candid. Passionate. Relevant. Doug Lipp is on a crusade to help organizations
strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it.Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. His latest book is the best-selling Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees.
At age 29, Doug’s celebrated talent catapulted him to the helm of the legendary Disney University training team at Walt Disney corporate headquarters. Fluent in Japanese, Doug also helped Disney open its first international theme park as a member of the Tokyo Disneyland start-up team.
Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history.
Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
Consistently ranked as one of the best presenters every time he speaks, Doug painstakingly researches and customizes each of his presentations. He underscores how a company’s current culture is affecting its business, and then provides insights and actionable ideas on how they can build an even better business based on leadership, teamwork and innovation. After his presentation, which includes experiential exercises and participant-centered activities, you will have a blueprint for creating and perpetuating a culture of significance unique to your organization.
Blake Morgan is a Customer Experience Futurist.
Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and the American Marketing Association. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues.
Her work has been endorsed by the CEO of 1-800 Flowers Chris McCann, the CEO of ACE Hardware John Venhuizen, Claire Burns, Chief Customer Officer, MetLife, Darren Pleasance, Managing Director, Global Customer Acquisitions, Google, Andreas von der Heydt, Director of Kindle, Amazon, James Staten, Chief Strategist, Microsoft Cloud, Zoher Karu, Chief Data Officer, ebay, Pete Blackshaw, Global Head of Digital and
Social Media, Nestle, Vala Afshar, Chief Digital Evangelist, Salesforce, and Nova Spivack, Entrepreneur, Investor, Grandson of Peter Drucker.
In addition, Blake is the host of The Modern Customer Podcast where she’s interviewed the CEO of AT&T Mobility, the CMO of Xerox, and the President of FedEx Express Canada. She is also the host of a weekly customer experience video series on YouTube called Blake’s Take.
Called a “web marketing guru” by the New York Times, the story of how Marcus was able to save his swimming pool company, River Pools, from the economic crash of 2008 has been featured in multiple books, publications, and university case studies around the world – and is also the inspiration for his latest book, “They Ask, You Answer,” which was dubbed the #1 marketing book to read in 2017 by Mashable and one of “11 Marketing Books Every CMO Should Read” by Forbes.
Known for his incredibly unique ability to excite, engage and motivate live audience, Sheridan has become a highly sought-after international keynote speaker and consultant in the digital sales and marketing space and is, according to Forbes, 1 of 20 “Speakers You Don’t Want to Miss.” As founder and president of The Sales Lion, he also works with hundreds of businesses, helping them to become the most trusted voice in their industry while navigating the ultra-fast rate of change occurring within consumers and buyers today.
Mallory is the Director of Risk Management for IIAW. Joining the team in April 2017, Mallory continues to build the risk management playbook within IIAW to provide additional resources, such as E&O audits, best practices and operational consulative services to members. Through innovative new practices, key risks will be identified and mitigated in a tailored fashion to meet your business needs. Mallory is passionate about risk management and the value it can bring to an organization, large or small.
Mallory holds a Master’s degree in Business Administration from the University of Wisconsin-Whitewater. Prior to joining IIAW, she worked for seven years within the global risk management space at Kimberly-Clark Corporation in Neenah, WI.
Josh Johanningmeier is the IIAW's General Counsel. He is a shareholder in Godfrey & Kahn's Insurance Practice Group where his practice includes litigation and consulting regarding insurance company insolvency and insurance guaranty funds, as well as representation of insurance companies and agents before state regulators, including the Wisconsin Office of the Commissioner of Insurance.
Josh is a member of the NCIGF and NOLHGA, as well as the Defense Research Institute and the Litigation and Products Liability Sections of the American Bar Association. He received his B.A. from Luther College, his M.A. from Iowa State University, and his J.D., with high distinction, from the University of Iowa.
BIO Coming Soon!
Brian Sorge joined WPS Health Insurance in 2001 and is currently an Agency Sales Executive. His experience has brought focus in the support and sales of ACA small group and Individual plans. Brian enjoys education and outreach to agents including continuing education, sales, insurance, and product training. Brian honed his skills at his previous employer, Walt Disney World Company in Orlando where he was a certified Disney trainer. Brian is known for his knowledgeable and energetic presentations. Brian is certified to train more than 100 CE classes through WPS, conducted over 3000 hours of CE and more given more than 800 presentations.
David has more than 38 years of health plan administration experience. David has held management positions in claims, customer service, enrollment, provider contracting, marketing and sales. David gained his experience through employment at two major insurance companies, a Pharmacy Benefit Manager, and a large independent insurance agency.
David’s undergraduate degree is in Business Administration and Finance from Marquette University, he also holds a Certificate in Sales Management from the University of Wisconsin – Madison, and is a graduate of the Certified Health Care Consultant (CHC) program at Purdue University and is a Registered Health Underwriter (RHU) and a Chartered Healthcare Consultant (ChHC) completing the courses of study from The American University in Pennsylvania.
Matthew Banaszynski is the Chief Executive Officer and Executive Vice President of the Independent Insurance Agents of Wisconsin. Matt joined the IIAW in 2010. Matt currently serves on the Board of Directors for Trusted Choice. In addition, Matt serves as an Advisory Board Member for UW-Madison’s Center for Professional and Executive Development, Property and Casualty Advisory Committee for Wisconsin Insurance Commissioner Ted Nickel and on the Finance and Policy Advisory Committee for Congressman Mike Gallagher.
Previously, he served on the Board of Directors for InVest and Governor Scott Walker’s Council on Financial Literacy. In addition, he has served on the Independent Insurance Agents and Brokers of America's Strategic Planning Committee from 2013-2016 and as an Advisory Board Member for UW-Oshkosh's Center for Insurance and Risk Management.
In 2015 and 2017, Insurance Business America Magazine recognized Matt as one of the Young Guns, representing the "Best and Brightest in the insurance industry.... set to lead the industry for decades to come who are under 40."
In 2016, Insurance Business America Magazine again recognized Matt, but this time as one of the "HOT 100" which 'represents the best of the best the insurance industry has to offer and are true thought leaders and influencers in our industry'.
In 2017, Matt was recognized as the Young Gun of the Year. This accolade goes to the (one) new industry player who has excelled at pushing the envelope with innovation and growth, garnering industry’s attention and the respect of peers.
West Bend Mutual
Burns & Wilcox
Registration & Pricing
REGISTER NOW! The IIAW enthusiastically invites you to attend the 2018 Annual Convention! This year's lineup offers an impressive selection of distinguished speakers, CE sessions by top presenters, renowned keynote presentation, return of the CEO Panel, always popular Convention Showcase, opportunity to win cash and door prizes, and Convention Evening Entertainment hosted by our IIAW Exclusive Company Sponsors.
**Groups of 6 or more registrants receive a 10% discount. Applies to Full Registrations only. Contact the IIAW for further details!
Madison Marriott West
1313 John Q Hammons Drive
Middleton, WI 53562
Innovative meeting spaces.
The Madison Marriott West is the destination for the IIAW's superior Annual Convention. This state-of-the-art location is ideal for hosting our excellent opportunity to network with your industry colleagues and attend top notch educational seminars, professional development and business sessions. Join us for the 2018 IIAW Annual Convention!
All All convention events take place at the Madison Marriott West. 1313 John Q Hammons Dr. Middleton, WI 53562 Phone: (608) 831-2000. Rooms in our reserved room block are available at the price of $145/night for May 8 & 9. The last date to receive the room block, discounted rate is April 16th, 2018. Additional rooms for May 8 & 9 can be reserved at the Comfort Suites. 1253 John Q. Hammons Dr., Madison, WI, 53717 Phone: (520) 257-3116. Please indicate that you are attending the IIAW Annual Convention to ensure the group rate. The hotel reservation deadline is April 15, 2018.
ADDITIONAL ROOMS FOR MAY 8th AND 9th CAN BE RESERVED AT THE FOLLOWING HOTEL. PLEASE INDICATE YOU ARE ATTENDING THE IIAW ANNUAL CONVENTION TO ENSURE GROUP RATE.
IIAW's Annual Convention is ALL ABOUT YOU
Why would you take time out of your busy schedule to come to the IIAW Annual Convention? You have many other responsibilities and priorities to focus on, such as running a business, writing new accounts, servicing customers, and maintaining a plethora of relationships. So why attend? You need to.
Our Convention is back better than ever, offering eight different classes for continuing education credit. With this many CE choices, you will undoubtedly find something pertinent to your business, needs, and/or interests. The sessions provide you with not only valuable information and tools to help you be more efficient and valuable to your agency and accounts, but also provide a platform to improve interactions and build carrier relationships.
The 2016 IIAW Annual Convention boasted an impressive turnout, with attendees enjoying our breakout sessions and keynote speaker, Donald Driver. The IIAW strives to design and provide an event for the independent agent and broker who are looking to stay current in today's evolving industry. This year, our sessions will keep you up to speed on topics such as professional development, marketing & sales, the future of technology within the industry, and current legislative and national topics.
To top off a robust day of learning and growth, we have partnered with Logan Productions to bring you a modern and exciting new exhibit hall. Food and beverages will line the city-themed showcase, as well as provide amazing networking opportunities before the evening entertainment. Later, prepare to be entertained by our two very special comedic guests: opener, Kevin Farley and headliner, David Spade! Don't miss an opportunity for continuing education, networking, and lots of laughs!!
Sights of Madison, WI (Shameless Self Promotion)
Reasons to Attend the 118th IIAW Annual Convention and Trade Show
Need one good reason to attend? How about 10!
1. It's a bargain! You have the ability to pick and choose from eight CE sessions offering eleven CE credits, attend the trade show and meet with 90+ vendors, win cash prizes, and network!
2. Newly revamped evening Convention Showcase, featuring abundant networking opportunities.
3. Many laughs during our evening Comedy Show entertainment with Kevin Farley and headliner, David Spade!
4. Fuel Up with great meals (1 working lunch, 1 Convention Showcase networking dinner, 1 breakfast).
5. Trade Show - visit 90+ exhibitor booths and you could win cash and door prizes!
6. Learn all about technology and its impact on the insurance industry with featured speaker, Artell Smith from UW-Madison.
7. Get the latest information and equip yourselves for the influx of autonomous vehicles with our session on driverless cars, presented by Charlie Kingdollar.
8. Hear from top CEOs within the industry during the CEO Panel.
9. Enjoy a walking risk management tour with instructor Todd Davis.
10. We are flexible, if you can't attend the entire event, we still want you there - we can help customize your experience. Just call us.