2009 Conference: Topics and Speakers

“Leadership: The Business – IT Imperative”
2009 P&C Insurance Technology Conference

Monday, February 23, 2009

Our 7th Annual P&C Technology Conference will be held Monday, February 23, 2009 at the Toronto Marriott Downtown Eaton Centre Hotel.

The 2009 Insurance-Canada.ca P&C Technology Conference will focus on the leadership required to meet today’s known insurance business needs with the appropriate technology, while remaining positioned for unknown opportunities tomorrow.

Speaker and Topic Overview

The speakers at the conference will bring presentations based on their deep knowledge and experience. Here are some of our speakers:

Descriptions of Conference Topics

7:30 – 8:30: Registration and Coffee

8:30: Welcome and introduction:
– Patrick Vice, Director – Information Technology, Frank Cowan Company Limited.

“Privacy Through Technology: Lead by Using a Positive-Sum Paradigm”
– Ann Cavoukian, Ph.D., Information & Privacy Commissioner of Ontario

People keep asking, is privacy dead, in this fishbowl age of “ubiquitous data availability”? Think video surveillance — think biometrics — think RFID. Real-time or offline, we are under growing surveillance as we go about our daily lives. We are told that we need all of this surveillance to ensure public safety, fight crime, control access to resources, and achieve operational efficiencies. Privacy is a luxury standing in the way of societal goals, so privacy has to give way, right? Wrong.

If you believe this, then you’re dating yourself. This is classic “zero-sum” thinking, commonly associated with an “it’s us or them” mentality. Regrettably, this is still a common perspective. Dr. Ann Cavoukian will explain why privacy is not opposed to achieving other desirable goals — be they security, business, or technical objectives. “Privacy by design” embeds privacy into invasive surveillance technologies without sacrificing data security, system functionality, efficiency, usability, or accountability, there by transforming it in the process.

So the message is: We can have both, security and privacy. By adopting a “positive-sum” paradigm and wedding it to “privacy by design,” you can advance to what Dr. Cavoukian is calling “Transformative Technologies,” the next wave of privacy — Come and learn about the next wave.

“An Industry Point of View: “A Smarter Planet and the Insurance Enterprise of the Future”
– Rick Hoehne, Director of Insurance Business Solutions, IBM

Many insurers are challenged to maintain a profit in the current economic environment and will face even greater challenges from increasing regulation, growing customer expectations and new global competitors. It is clear that the insurance industry is ripe for smarter systems and solutions to support their changing needs and environments.

With today’s technologies, new ways of designing products, underwriting risk, and reducing costs are no longer just a possibility. They’re both a reality and a necessity. Leading insurers are already deploying smart systems that can:

– Automatically process a customer request whether submitted by email, voice mail, paper, etc.
– Leverage customer insight for more personalized service and tailored benefit options
– Detect fraud and comply with audits and government regulations

IBM’s Smarter Planet initiative for insurance is a direct response to the kind of performance improvements insurers need to reduce cost, help resolve service issues and drive their business forward, through the tough months ahead. The key is to develop a strategy that will target new technologies, new partners and faster ways to analyze risk in a fast moving world.

Richard Hoehne will present Smarter Planet business practices and the insurance enterprise of the future. He will share key findings about new and changing customers, global integration, business model innovation and corporate social responsibility – including an analysis of what more successful companies are doing. Rick will share insights from the IBM Global CEO Study and how leaders in insurance and other industries view their top priorities in preparing for the future.

“Restructure, Refocus and Realign: Preparing for the Future of Insurance”
– Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner – Insurance Industry Advisory Services

Shifting market conditions, economic stressors, and competition makes it imperative that insurers run efficiently, differentiate themselves, and organize to respond to future unpredictable changes. New approaches, including the adoption of new IT strategies and technologies, are needed to weather the storm, maintain market position, and emerge as a leader. This presentation will identify key challenges that insurers are facing and methods to help companies use leadership, innovation and technology to effectively compete.

“Industry Leaders’ Perspective: Transformation Through New Insurance Technology”
– Chuck Johnston, Vice President of Strategy and Alliances, Oracle Insurance

In today’s tumultuous marketplace, leadership qualities are more important than ever for insurers, whose stakeholders are looking for safe harbour and reassurance themselves. While some insurance executives are pulling back and preparing to ride out a down market, many recognize opportunity in change. They are positioning for both a near-term shift toward expense control and more conservative revenue assumptions, and the inevitable market turnaround, and for the next big opportunities in selected market segments.

The key elements are leadership and a vision of what the market will look like in 2015 — only a few years away. In this presentation, noted industry strategist Chuck Johnston, vice president of strategy and alliances for the Oracle Insurance Global Business Unit, will provide insight into how insurers can respond strategically to dynamic market needs and transform their businesses by leveraging modern, open and integrated insurance-specific applications.

“Robust communication and collaboration tools: what-s the real outcome?”
– Ismail Pishori, Vice President, Financial Services Vertical, TELUS

The promise of IP networks, new applications and enhanced communication technologies has often focused on cost and time savings. While these results are often achieved, the deeper value in such technologies is the enabling of employees to deliver better outcomes. These outcomes include supporting more customers, in a more timely manner with better advice. As a result, customers are more satisfied and employees are better at their jobs. Join Ismail Pishori, VP Financial Services Vertical to hear about how “outcome-oriented communications & collaboration” can help your company to deliver a better customer and employee experience, while increasing revenue.

“Acquiring the Right Insurance Technology: Leadership, Governance, and Methodology for Core Insurance Software Acquisition”
– George Grieve, CEO, CastleBay Consulting

Insurance carriers, MGAs, and large brokers are currently spending hundreds of millions of dollars to acquire and implement third party vendor software products to improve core insurance processing. The success of these expensive and risk laden projects starts with the selection of the right software – and the cost of making the wrong selection can be many times the out-of-pocket expenses. Mr. Grieve has extensive experience assisting organizations to do software selection effectively. He will describe and illustrate an appropriate methodology and business/IT governance partnership to support an optimal software vendor and product decision.

Every insurer, broker, MGA and services provider will benefit from these practical and proven principles as they navigate their way through current and future software and technology decisions.

“Budgets, Benchmarks, Partners and Priorities for Canadian Insurance in 2009”
– Matthew Josefowicz, Director of Insurance, Novarica

Based on proprietary research information, this session presents a look at emerging trends and focus areas in technology strategy for Canadian insurers and brokers, including core systems strategy, e-business, and the impact of Web 2.0. The session will also cover the recent changes in ownership of major technology suppliers to the industry, how this will impact existing customers, and what new or modified offerings might result.

“Gaining Competitive Advantage With Your Policy Admin System”
– David Hanley, Vice President of Operations & Business Development, Insurance Systems Inc.

Smaller insurance companies have traditionally lacked the resources to invest in large policy administration systems, and have been put at some disadvantage in having to rely on low tech solutions to back office processing. While larger companies have invested in such systems, providing some initial advantage, many of these have been inflexible to required changes, and have become impediments to doing business.

What if insurance companies of any size could compete effectively for business and win over others? Do your insurance processing systems give you a competitive advantage, or do they hold you back? Policy administration is the core of your operation, so it only makes sense to look for a system that can help create a way to compete fairly with your competition, large or small. Operating smart, flexible systems allows you the agility to keep up with market demand and make adjustments quickly.

This session will provide an overview of key features that the current generation of administration systems, with their new technologies and implementation, can offer which can provide a base for competitive advantage in the insurance marketplace.

“The 80% Solution: Secrets from the Reinsurance/Large Commercial World”
– Joe Golobic, Principal, Prospect Technical Solutions
– Peter Walker, EVP and CIO, Munich Reinsurance Company of Canada
– Kris Betkowski, Applications Manager, Frank Cowan Company Limited

Did you know that some large insurers, re-insurers, and commercial brokers are conducting over 80% of their business electronically, using industry standards? In what used to be a paper jungle of bordereaux, slips, faxes, and post-it notes, some participants are approaching the Holy Grail of paperless, straight-through processing for quoting, placing business, and managing claims. This session will focus on how the progress was achieved, and specific initiatives underway to extend the success to the Canadian marketplace. This session will be of particular interest to insurers, reinsurers, and brokers who are involved in handling large commercial or re-insurance business.

“Business Leadership With Real-Time Interface”
– Doug Johnston, Vice President Partner Relations & Product Innovation, Applied Systems

It’s Here, It’s Live and It’s Growing. Real-time transactions between brokers and companies have matured to the point that they are a competitive factor now. A long time proponent of better broker-insurer communications, Doug will review some of the existing transactions – billing, claims and policy inquiry – and show others such as multi-carrier policy rating transactions. More transactions can be processed immediately, but the success of all of these is dependent upon industry standards and acceptance.

The benefits can be significant in terms of efficiencies and customer service. The challenges, which can be significant, have been and are being overcome.

In this session, carrier participants
– Katherine Evans, CFO, York Fire & Casualty
– Frances Bierman, CIO, RSA
– Maureen Tomlinson, Program Manager, Economical Insurance
– Peter DaSilva, VP Personal Lines, ING
– Jackie Selby, Personal Lines Manager, AXA Insurance
will also share their projects, challenges and successes and the group will share what they expect in the future. Doug will also offer his perspective based on his knowledge of the Canadian and US market places.

“ORBIT – Ontario Real Time Brokers in Transition”
– Wendy Watson, Vice President Operations, The Precept Group Inc.

Wendy will describe ORBIT, a non-partisan, non-political group of individuals who have a passion for moving Real Time forward in Ontario.

Do you know what is it costing brokers and companies to not work in Real Time? What exactly do we mean by Real Time? Why haven’t we got it yet? Let’s have some straight talk on what is taking place in the broker distribution channel and what we have to do for it to remain viable.

You know, it is all about the workflow.

“The Big 3 – How would GM, Ford and Chrysler build a car!?”
– Dean Bottschen, Manager Membership Services & Technical Development, CSIO

To move forward, we need to get all the pieces of the puzzle. We cannot simply create puzzle pieces for an end picture; we need to know how those puzzle pieces will be built and how they fit together. Open collaboration is the only way to make educated choices when taking multiple pieces of information to form a vision and end product.

GM, Ford and Chrysler cannot build a car together without meeting at the same table together, including their manufacturers and consumers.

Dean will discuss what the three players in Real Time each bring to the table; why they all need to be at the same table and how their working in concert is key to moving brokers to a level playing field with the Direct Writers.

“Real Time Workflows in Action”
– Wendy Watson, Vice President Operations, The Precept Group Inc.
– Scott Wagler, Brokerage Partner, Josslin Insurance Brokers Limited

Wendy and Scott will demonstrate Real Time from three (3) broker management systems including billing inquiry, policy inquiry with return PDF documents and a new business transaction.

Wendy will discuss password management and the exposures for brokers and companies with how it is handled today.

The presentation will end with a general discussion.

“3 Keys for Commercial-Lines Data Exchange”
– Steve Pieroway, Director of Marketing, Policy Works Inc.
– Brenda Rose, Vice President, Firstbrook, Cassie & Anderson Ltd.

The push for real-time data exchange in the Canadian insurance industry is gaining momentum as brokers and insurers look to gain competitive advantages. The discussion, however, rarely involves a distinction between personal and commercial lines business. But the difference between the 2 lines of business must be made clear if meaningful progress is to be made in the commercial lines realm. This presentation will provide:

• a state of the union in commercial lines data exchange,
• outline the challenges inherent in exchanging commercial lines data, and
• present 3 keys to enabling real-time commercial lines data exchange.

“Paper less…Is less more? Improving Bottom Line Growth Through Efficient Access to Information”
– Pat Durepos, President, Keal
– Judy Bell, CAIB, Office Manager, Beyond Insurance Brokers Inc.

An important factor responsible for bringing efficiency, costs reduction and improving quality of service in commercial lines is a paperless environment. Gartner Research indicates that up to 90% of corporate memory is on paper and 10.5% of these documents get lost or misfiled. With costs of $20 in labour to find one document, $120 to find one misplaced document, and up to $220 to recreate one lost document, a paper-free environment becomes a solution that a brokerage cannot afford to overlook.

This session will review the workflows, “reality-check” stats and benefits of an electronic document environment as experienced by some brokerages. A broker, who has experienced both a paper and paperless environment, will discuss how they were able to propel business growth by consulting workflows, re-engineering processes, and benefiting from a quality assurance and audit program.

Although this change involves a re-thinking of process and workflows, the efforts are well worth the outcome and research indicates that once paperless, brokers never look back.

“The Future of Broker Carrier Connectivity is upon us but what does it take to get there?”
– Michael Wright, Vice President of Development, Brovada Technologies

More and more brokerages are indicating that they are not interested in working in insurer portals. The perceived efficiencies are lost when having to work in multiple insurer sites. In an era of fierce competition with direct writers; efficiencies within the broker channel are critical.

The “Holy Grail” of Broker Carrier Connectivity is a real-time web service interface without any portal interaction. This functionality is available now with some carriers but with the significant investment made in portal technology this transition completely away from portals is not going to happen overnight.

Michael will discuss and demonstrate the strategies and solutions that achieve this true web service interface as well as what can be done to assist the broker channel today while the transition away from portals is underway.

“Integration – A Sure Fire Way to Deliver Superior Performance”
– Glen Piller, President and Chief Executive Officer, iter8

Whether for Sales, Service, Underwriting or Policy Processing, Brokers seek to service their clients just once — and do it right — without ongoing modifications and corrections. Insurance Carriers are seeking accurate, complete and eligible information, the way they want it for their unique product offerings.

This session addresses how these interests align, and how an integrated broker and carrier “front-end” solution can enable them to compete and surpass direct writers. The integration of critical business processes, critical systems and critical people can create and sustain long-term competitive advantage.

“Claims Leadership: Asking The Tough Questions”
– Denise Garth, Vice President – Global Industry Affairs, Innovation Group

The market continues to soften while competition and public scrutiny become harder challenges for the P&C insurance industry to overcome. Carriers emerging as market leaders are leveraging human resources with technology capabilities to create real value for customers. Becoming a leader requires innovative thinking and this sometimes this means taking a hard look at your core capabilities and knowing when to look outside your organization for help. Join Denise Garth as she discusses next generation business strategies for business transformation to build a leading Claims operation.

“6 Ways Modern Claims Technology Can Bring Value to Your Bottom Line”
– Michael D. Mahoney, Product Marketing Manager, Guidewire Software

Much has been written about the positive impact that modern claims software can have on the key metrics of Property and Casualty Insurer claims success. This session will explore examples of the specific successes being realized – the how’s, when’s and what’s of achievement – as reported by carriers who have successfully deployed modern claims technologies. You’ll hear about the value, both the expected and the hidden, that these technologies are bringing to their organizations and their policyholders.

“Customer Service Leadership through Technology”
– James R. Swayze, President and Chief Executive Officer – Symbility Solutions Inc.

Q: When does an insurer actually serve their customer?

A: At claim time.

Customers are surrounded by the latest in technology in every facet of their lives and yet the process surrounding claims adjusting has not changed appreciably in decades. New technology offered in the market today will not only streamline the process but leave the policyholder feeling that they are being served as quickly as possible by a technologically savvy company.

“Visualizing Fuller Exploitation of my Claims Information (And Why I May Care)”
– James Barber, Insurance Solutions Manager, Information Builders

New automation in claims and workflow systems is capturing more information. Sometimes core processing is automated only to spur a small cottage industry around understanding the new systems and processes and retrofitting them into current downstream systems. For most insurers, in the current climate of do more with less, the pressure is mounting for claims to better enable its information to be exploited within claims, by other departments, and even by external customers, channels and regulators. This session will provide some visual examples which illustrate how linking together claims business information, process information, GIS, image, visual, and predictive capabilities are consistent with doing more with less. A broad roadmap of options will be provided and assessed, with resources given for further exploration.

“Improving Services and Processes with Communication Intelligence”
– Sean Moloney, Account Executive, Pitney Bowes Business Insight

A recent study conducted on 100 of the larger P&C companies globally indicated that underwriting is now one of their main focuses. In spite of the attention, underwriting processes continue to be manual, time-consuming, cumbersome, and prone to error. Few areas have a greater impact on the customer relationship than Claims, yet many processes are still subject to inefficient manual steps, and the high costs associated them.

Communication Intelligence is the application of software and services to automate processes that affect customer communication — data cleansing and address standardization and validation for example. This also includes applying Location Intelligence specifically to enhance and maximize communication efficiencies. This presentation will discuss industry trends and best practices in Communication Intelligence.

In this session, learn how Communication Intelligence will improve your customer relations and service through improved accuracy, better responsiveness and greater efficiency in policy administration, underwriting and claims processing.

“The Key to Accurate Risk Selection: How Lombard Canada Unlocked Business Value with Location Intelligence”
– Rob Sale, Director, Strategic Alliances, DMTI Spatial

Join DMTI Spatial as they reveal how Lombard Canada reduced their exposure to risk and fraud by using location intelligence to pinpoint and evaluate property information to ensure proper risk selection.

Learn how insurance companies can unlock business value and ultimately gain a competitive advantage by increasing underwriting profitability.

4:45: Conclusions & Close
– Doug Grant, Principal, Insurance-Canada.ca

5:00: Reception and Exhibits

Biographical Sketches for Conference Speakers

James Barber, North American Sales Director, P&C Data Warehouse Solutions, Information Builders

With more than 20 years of experience in executive solution selling, James now leads the sales efforts of IBI’s most complete vertical solution. This P&C solution has seen more than 100% growth for each of the last 3 years. James helps North American insurers implement pre-built business intelligence and data management solutions in a way that stays focused on the business and provides real insight to executives, actuaries, underwriters, claims and finance at the point of decision. This includes helping customers: assess their current environments, envision how information can better support changing business models, and build practical plans to get there. Additionally, James is responsible for the P&C solution’s go to market plans, collateral and references. He is thoughtful statesman and frequent speaker at P&C industry events extolling the business impact of attaining a single view to the P&C business.

James joined Information Builders in 1999 as an Insurance Account Executive, leading research into insurance information delivery best practices.

Prior to Information Builders, James worked for IBM for 10 years where he was responsible for large account sales.

James holds an Electrical Engineering degree from the University of Waterloo and an MBA form Wilfrid Laurier University.

Judy Bell, CAIB, Office Manager, Beyond Insurance Brokers Inc.

Judy entered the “insurance industry” during her high school years, working part time for an insurance adjuster. In 1971 took a position at an insurance company as an auto underwriter and in 1973 joined the independent insurance broker force. Over the last 20 years, she has been Office Manager with three different brokerages where she has been very focused on using technology to create efficiencies. They experienced first-hand the success and profitability from these tools. In April 2008 Judy opened a new brokerage, Beyond Insurance Brokers Inc, starting from “zero” policies and to date has been very successful using the tools, technologies and efficiencies learned over the years.

Ms. Bell is currently under contract with Keal Technologies as a consultant for their Best Practices Consulting Program.

Judy is also an active member of IBAO, currently on committee with them as well as being the President of the Insurance Brokers Association of Durham Region.

Kris Betkowski, Applications Manager, Frank Cowan Company Limited

Kris Betkowski currently serves as the development team leader at Frank Cowan Company Limited, a leader in public entity insurance. His primary responsibility is leading a multi year development and integration project to transform the core applications of the company in underwriting, claims, risk management, and administration. In this role, Kris has been responsible for developing and implementing new underwriter decision support tools, and selecting and implementing a package policy production system. He also led a development effort, which introduced Internet based claims tracking functionality for Cowan risk management customers. Over the last 5 years, Kris has also worked to rejuvenate mainframe functions with object-oriented, feature rich, graphical applications, while leveraging the mature data residing on the mainframe.

Kris is a graduate of Fanshawe College, holding a Business Information Systems diploma. Kris has also completed specialized technical courses provided by IBM and Algonquin College.

Dean Bottschen, Manager Membership Services & Technical Development, CSIO

Dean brings 12 + years or automation and integration experience and service to the CSIO community. He has worked extensively over the years with CSIO AL3 and XML standards to help deliver equitable solutions via support of CSIO standards. In addition, Dean has worked closely with Insurance company business and IT staff to deploy standard forms, and electronic communications, to service the common and unique needs of the broker community.

Ann Cavoukian, Ph.D., Information & Privacy Commissioner of Ontario

Dr. Ann Cavoukian is recognized as one of the leading privacy experts in the world. An avowed believer in the role that technology can play in protecting privacy, Dr. Cavoukian’s leadership has seen her office develop a number of tools and procedures to ensure that privacy is protected in Ontario — and around the world. Dr. Ann Cavoukian was appointed Ontario’s Information and Privacy Commissioner in 1997, and is the first to be reappointed for a second term.

Noted for her seminal work on Privacy Enhancing Technologies in 1995, her mantra of “privacy by design” seeks to embed privacy into the design specifications of technology, thereby achieving the strongest protections.

Dr. Cavoukian’s published works include Who Knows: Safeguarding Your Privacy in a Networked World (1997), written with Don Tapscott, and, The Privacy Payoff: How Successful Businesses Build Customer Trust (2002), written with Tyler Hamilton.

Pat Durepos, President, Keal

Pat has been an entrepreneur since high school. After completing his post secondary education, he started an insurance brokerage that went from $18k in commissions, eventually growing to the $5M range in a small 5000 population, rural community in Northern New Brunswick. This success was accomplished in great part because of Pat’s use and love of technology. The latter probably explains why and where he is now, managing the second largest Broker Management System firm in Canada, Keal Technology.

Pat’s views on the future of brokers heading into financial services, requiring state of the art, efficient technology and his expertise in the area technology serves, make him an ideal candidate to speak on how paperless workflows can have a direct impact to your bottom line.

Denise Garth, Vice President – Global Industry Affairs, Innovation Group

With more than twenty-five years experience in strategy development, marketing, operations and relationship management, Denise Garth contributes real-world experience and personal insight to spark innovation, collaboration and transformation within the international insurance and financial services industry.

Prior to joining Innovation Group, Denise served as ACORD’s Vice President of Standards and Membership where she significantly expanded global membership and standards adoption. As a former IT executive, program manager and marketing leader for companies including Mutual of Omaha, CUNA Mutual, and Century Companies of America, Denise knows what it takes to unify the people, processes and technology that are the heart of the industry.

Denise is a published author and in-demand speaker recognized world-wide for her strategic and creative approach to addressing the current issues impact the industry, and prepare for of the future.

Joe Golobic, Principal, Prospect Technical Solutions

Joe has spent over 30 years in both the primary and reinsurance sectors of the Insurance Industry working in the technology areas. Over the last 10 years he has been heavily involved in the development of Insurance systems for the international markets. These systems incorporate electronic trading using the London Bureau exchange for Reinsurance business and ACORD based interfaces for Primary business. He is currently working with Munich Re and Temple Insurance on a consulting basis.

George Grieve, CEO, CastleBay Consulting

George Grieve is an insurance industry consultant and sought after source by both insurers and technology vendors for his expertise in core insurance software evaluation, selection and implementation. George is a frequent guest speaker and published author on a wide variety of insurance and technology topics. He is a contributing editor to Tech Decisions magazine writing the bi-monthly column “Shop Talk.” George is also the CEO of CastleBay Consulting, a leading insurance consulting and services provider. Prior to founding CastleBay, George was a P&C industry CIO and an IBM Consulting Principal.

David Hanley, Vice President of Operations & Business Development, Insurance Systems Inc.

As Vice President of Operations & Business Development for Insurance Systems Inc. (ISI), David Hanley has responsibility for the day-to-day company operations and future direction of the company while playing a primary role in all sales and business development activities. David joined ISI in 2003 and has served in a number of multi-functional positions over the last five years, playing an instrumental role in leading the company to a market leadership position in policy administration solutions.

Most recently, David established the go-to-market strategy for ISI’s flagship product, WebWriter Enterprise, which has quickly become the market leader in offering emerging and mid-market P&C carriers a fully-integrated solution to manage all facets of their business. Prior to joining ISI, David held various financial and business development roles with NCR/Teradata and General Electric Commercial Finance.

He has been published in various trade publications and has spoken at multiple insurance and technology conferences on such topics as Integrated Policy Administration, Web 2.0 in Insurance and Loss Control Technology. David holds an Honors Bachelor’s Degree in Business Administration with a specialization in Insurance & Risk Management from Wilfrid Laurier University. David is also a major supporter of entrepreneurship in Canada, maintaining active advisory roles with Advancing Canadian Entrepreneurship (ACE) and Students in Free Enterprise (SIFE).

Kimberly Harris-Ferrante, Vice President and Distinguished Analyst, Gartner – Insurance Industry Advisory Services

Kimberly Harris-Ferrante is a Vice President and Distinguished Analyst in Gartner Research, where she is responsible for monitoring the business and technology trends within the global property and casualty and life insurance industries. She specializes in strategies and technologies to support distribution, customer relationship management, exception-based underwriting, policy administration, claims management and administration, business process management, and back office processing and optimization, as well as strategies around improving insurance IT architectures using services oriented architectures and business process management. She is an active participant in Gartner’s outsourcing community where she leads on trends and best practices in IT outsourcing and business process outsourcing in the industry.

Ms. Harris-Ferrante has been an insurance analyst with Gartner since 1998 and has been active in the research field since 1992 in areas such as social sciences, healthcare, law and information technology. In these positions, she supported quantitative research projects, including focus group support, survey creation, data entry, programming, statistical analysis, and report writing.

Ms. Harris-Ferrante earned a bachelor’s degree in psychology from the University of North Carolina at Chapel Hill and a master’s degree in sociology from East Carolina University. She has completed coursework for a Ph.D. at North Carolina State University. Her key areas of concentration included research methodology and statistics.

Rick Hoehne, Director of Insurance Business Solutions, IBM

Rick Hoehne is a 20 year veteran of the Insurance industry, and is currently the Director of Insurance Business Solutions at IBM where he is responsible for bringing to market Services Oriented Business Solutions. Rick is also the America’s Insurance Leader for IBM’s Sales & Distribution organization.

Rick is recognized as one of IBM’s Global Insurance leaders and has successfully helped a number of IBM’s customers in their efforts to modernize and transform aspects of their business. Additionally, he has led a variety of sales, business development, and solution development groups within IBM’s Consulting, Software, and Sales and Distribution organizations during his 9 years with IBM. Rick currently chairs IBM’s North American Insurance Advisory council which is comprised of Senior Line of Business Executives from some of America’s largest insurance companies.

Prior to joining IBM, Rick was Vice President at a global claims administration and risk management organization, was President and CEO of a successful software start-up that developed and delivered Claims and Risk Management solutions, and was the VP of Operations for a Managing General Agency focused on both Personal Auto and Workers Compensation programs.

Rick is a frequent speaker and panel representative for IBM at industry events and is currently helping his clients “blend” their distribution channels, modernize their claims environment, and improve their back office business systems and operations.

Rick is based in Atlanta with his wife Amy and children Ciara (15) and Nicolas (10). When not working with customers, Rick enjoys watching Nick and Ciara play soccer, playing golf, and flying.

Rick can be reached at 770-521-9689 or via email at [email protected].

Chuck Johnston, Vice President of Strategy and Alliances, Oracle Insurance

Charles “Chuck” Johnston is vice president of strategy and alliances for the Oracle Insurance Global Business Unit. In this role he is responsible for global strategy and alliances for the insurance industry, including Life & Health, Property & Casualty, Reinsurance, Pensions and Agent/Broker. Johnston, who joined Oracle in 2006 following the company’s acquisition of Siebel, brings more than 20 years of leadership and deep domain expertise in information technology, life insurance and financial services. At Siebel he served as general manager, incentive compensation management. Prior to joining Siebel, Johnston was director of industry marketing for Callidus Software, an enterprise incentive compensation systems vendor.

Johnston previously served as vice president and director, insurance information strategies, at META Group. During his more than three years at META Group he was responsible for managing the advisory firm’s insurance research agenda and vertical analysts, providing strategic insight into industry trends, technology offerings, and strategic consulting services to insurance and financial services companies. Johnston also has held various information technology and business leadership positions at Phoenix Home Life Mutual Insurance.

Johnston is a graduate of the University of Connecticut where he earned a BA degree in Psychology. A popular author and speaker, he has written articles for such publications as Business Insurance, Insurance Networking News and Insurance & Technology, and also has delivered industry presentations at ACORD LOMA, IASA, ISOTech and other insurance industry forums.

Doug Johnston, Vice President Partner Relations & Product Innovation, Applied Systems, Inc.

Doug started his insurance career as a teenager working in his father’s independent insurance agency in Minneapolis, Minnesota, gaining experience in agency/broker, wholesale and carrier operations. Intrigued with the emerging automation technology in the early 1980s, Doug joined Applied Systems in 1985. From the beginning, he has used his long industry experience to take an active role in the product design of agency management systems, comparative rating software, insurance company systems and agency-company interface.

In 1999, Doug spearheaded the industry’s embracement of Internet-based Web services for the communication of real-time transactions. The result was the creation of the industry’s first real-time agency-company communication network – WARP.

Doug is also a longtime “industry” participant with active roles in ACORD, ACT, AUGIE, ASCnet and other industry groups, helping to shape the future of agency automation. Within these groups, Doug is one of the industry’s biggest advocates for the use of ACORD and CSIO standards within the real-time interface movement, promoting their benefits and value to all industry participants.

Matthew Josefowicz, Director of Insurance, Novarica

Matthew Josefowicz is a well-known and oft-quoted expert on insurance technology, operations, and e-business issues. He has presented his research and thought-leadership at numerous industry conferences including ACORD/LOMA, IASA, the I&T Executive Forum, and Asia Insurance Review Technology Summit, and been quoted frequently in publications ranging from the Wall Street Journal and The Financial Times to National Underwriter, Best’s Review, and Insurance Networking. He has worked directly with dozens of US and international insurer CIOs to advise them on IT strategy and solution selection.

Prior to launching the insurance practice at Novarica, he founded the global insurance group at analyst firm Celent and led it for more than six years. His other experience includes hedge fund D. E. Shaw & Co., LP. Matt graduated from Brown University magna cum laude, and was elected to Phi Beta Kappa.

Michael D. Mahoney, Product Marketing Manager, Guidewire Software

Mike is a 22 year veteran of the insurance, risk management, claims management and financial services industries.

At Guidewire, Mike’s responsibilities encompass the definition and marketing of Guidewire’s suite of insurance specific enterprise software solutions. He works very closely with Guidwire’s customers and business partners in this role.

Mike’s experience includes designing and running multi-million dollar business units and consulting to Fortune 500, start-up, and State Government, insurance and financial services businesses. His claims experience includes home office, regional claims, and catastrophe centre management roles.

He holds a Master’s degree in Business Administration from the Haas School at the University of California at Berkeley and undergraduate degrees in Business Economics and Environmental Studies from the University of California at Santa Barbara.

Sean Moloney, Account Executive, Pitney Bowes Business Insight

Sean Moloney is currently an account representative with Pitney Bowes Business Insight, responsible for managing key client accounts within the insurance and financial service vertical markets. With more than 14 years of industry experience, he helps clients improve business operations, analytics and customer communication by better leveraging customer and location-centric data. Sean’s ability to think strategically and manage expectations has been gained through a variety of research, management and sales positions of increasing responsibility. Sean is a Geography graduate from Ryerson University.

Steve Pieroway, Director of Marketing, Policy Works Inc.

Steve Pieroway is Director of Marketing at Policy Works Inc. Prior to joining Policy Works Inc., he was an Account Executive in the advertising, marketing and communications field. Steve has a B.Comm (marketing) from Memorial University of Newfoundland, and a thesis-based MBA (marketing) from the University of Calgary. His thesis, “An Identification-Based Relationship Marketing Model: Conceptual Development and Empirical Investigation,” explores the relationship consumers develop with companies, and how trust, commitment, and satisfaction impact the strength of these relationships.

Glen Piller, President and Chief Executive Officer, iter8

Glen is the President and CEO of iter8 Inc. He serves as company spokesperson and provides vision, and direction for all areas of the company, and has overseen the company’s strong market growth.

Glen is a graduate from the University of Western Ontario with a double major in Economics and Finance and a graduate of the Columbia University Senior Executive program. Glen is a broadly experienced insurance executive with over 18 years directly involved in the Life and Property Casualty Insurance industries.

Ismail Pishori, Vice President, Financial Services Vertical, Telus

As Vice President, Financial Services Vertical, Ismail brings an impressive wealth of industry experience and knowledge to this role. Ismail develops and champions the financial services industry vertical marketing strategy and take-to-market plans, creates and drives thought leadership in strategic areas for the vertical, leverages current capabilities and solutions that exist within TELUS, and position them in the vertical. Working with the Product Management and Solutions Development teams, Ismail drives vertical solutions from ideas into action.

Ismail is a fifteen-year IT industry veteran — mostly focused on the financial services industry – with management, sales, marketing, business development, solution development, corporate development, merger integration, and alliance management experience. Most recently, he was Worldwide GM, Financial Markets Segment, Financial Services Industry, at Hewlett-Packard.

Ismail holds an MBA from the Richard Ivey School of Business, an Industrial Engineering degree from the Technical University of Nova Scotia, as well as a diploma in Engineering from Dalhousie University.

Brenda Rose, Vice President, Firstbrook, Cassie & Anderson Ltd.

Brenda Rose joined the insurance industry as a broker in 1984, after graduating from Trinity College at the University of Toronto. Since 1985, she has been with Firstbrook Cassie & Anderson Limited in a variety of roles, including service, sales and administration. Her current role as Director and Vice-President includes responsibility for operations, customer service and human resources at head office and two branches. FC&A is a private and independent full-service brokerage, providing custom solutions for a commercial clientele across Canada and partnering with the Wells Fargo Global Broker Network for full international access.

In addition to her executive role at Firstbrook Cassie & Anderson, Brenda is past president of the Toronto Insurance Conference and past director of the Insurance Brokers Association of Canada. She currently serves as Technology Champion for IBAC and also as a delegate to the US Council of Insurance Agents and Brokers, where she is active as a member of the International Working Group and Management Resources Steering Committee.

Rob Sale, Director, Strategic Alliances, DMTI Spatial

Rob Sale is responsible for development of Strategic Alliances at DMTI, with a specific focus on DMTI’s most important current and potential partners.

Alliances are one of the most effective ways to expand growth and market penetration in an exponential manner. Responsibilities for building and executing on joint plans with each Partner, executing targeted account sales cycles with each, spearheading the development of joint software development and marketing collateral, with an overall goal to drive new revenue for DMTI through these partnerships.

During the past 8 years, Rob has held various positions at DMTI Spatial Inc including Account Manager, Team Lead Sales Engineers and Sales Engineer. Upon promotion to Strategic Alliances at DMTI position in September 2008, Rob Sale had already accumulated over 8 years of experience at DMTI Spatial Inc.. In this position Robs’ background and expertise will be critical in facilitating strategic clients and articulating a clear technical roadmap and deliverables that will help DMTI exceed customer expectations. Rob has always and continues to play a key role in various aspects of corporate and product development. His development over the years has proven he is an asset to DMTI growth.

James R. Swayze, President and Chief Executive Officer – Symbility Solutions Inc.

President and Chief Executive Officer of the Corporation since May 31, 2004.

Mr. Swayze was previously the President of Insource Limited, a consulting firm dedicated to financial services marketing, owned by GE Capital. In 1997, Mr. Swayze concurrently held the position of Senior Vice-President, Business Development of GE Employers Reassurance Canada (GE ERC) and in 2000 he was appointed Vice-President, Sales & Marketing, North America for the United States parent company of GE ERC.

Peter L. Walker, EVP and CIO, Munich Reinsurance Company of Canada

Mr. Walker has strategic and management responsibilities for the Information Services, Human Resources, Office Services and Real Estate departments within Munich’s Canadian non-life operations.

Peter joined the Munich Re in 1978 in the Information Services department and subsequently assumed positions of increasing authority. He has over 29 years of experience in the insurance industry and a broad base of both technical and management experience.

Mr. Walker is an alumnus of the University of Toronto with a Bachelor of Science degree with a major in Computer Science, is a Fellow of the Insurance Institute of Canada and also holds the Information Systems Professional and Canadian Risk Management designations.

Wendy Watson, Vice President Operations, The Precept Group Inc.

Wendy has been in the insurance industry for 30+ years covering the direct writer and brokerage side of the business. Having garnered experience in underwriting, developing system user requirements and conducting systems testing with a direct writer, Wendy made a move to the brokerage side as upload of new business was being tested for implementation. Shortly thereafter came involvement in the initial attempt at the CSIO portal.

Wendy has represented brokers as a Beta broker for Applied Systems, then as an active member on the Canadian Interface Ad Hoc Committee of ASCNet for Applied System. Playing a role in the Real Time Broker Expo hosted in Cambridge on September 16th, 2008 lit a fire to continue educating brokers on what is possible for Real Time.

Being a CAIB discussion group leader and a certified Kolbe consultant are evidence of Wendy’s penchant for education.

Michael Wright,

Mr. Wright holds the position of Vice President of Development and has been with Brovada since May of 2006. He has been instrumental in the growth of their flagship product Nexisys as well as working with Brovada’s insurer clients on a number of initiatives including system conversions, legacy system integrations, and broker connectivity.

Mr. Wright holds both a Bachelor of Business Administration as well as a Bachelor of Computer Science from the University of New Brunswick. Prior to joining Brovada, he spent the previous 7 years as a consultant in the Telecommunications and Healthcare Verticals.

Hosts and Moderators

Patrick Vice, Director – Information Technology, Frank Cowan Company Limited.

Patrick has over 20 years experience enabling technology and electronic commerce in the risk management and insurance communities. See a more extensive biography here.

Doug Grant MBA CIP, Consultant, Insurance-Canada.ca

A keen analyst of computer and networking evolution for more than 30 years, Doug is cognizant of the changes that are occurring in the Internet insurance world and their impact on the industry. As a frequent industry speaker, columnist and consultant, as well as a principal in the Insurance-Canada.ca Web site, he brings a unique perspective to the session. For a more extensive biography.

Patrick and Doug will be hosts of the conference and will welcome and set the stage, build the links between topics, and then provide conclusions and points to ponder at the end of the session.