2025 Client Service Roundtable Semi-Annual Meeting
| Empower, 100 Federal Street, Boston MA 02110 | |
| Monday, 19 May 2025 18:30Wednesday, 21 May 2025 13:30 |
REGISTER HERE
From the North End to Lexington and Beyond!
What do client service and the American Revolution have in common?
History has a way of repeating itself in the most intriguing ways—sometimes the connections don’t seem obvious: The American Revolution was propelled by Paul Revere's knack for networking and building strong alliances, the Client Service Roundtable thrives on these very principles. It’s all about the power of connections driving success!
VENUE - AGENDA - EVENT DINNER - DRESS CODE - HOTEL - COST
VENUE
EMPOWER
100 Federal Street
Boston, MA 02110
AGENDA
Monday May 19, 2025
| 6:10 p.m. | We will meet in the lobby of the Hyatt Regency Boston Harbor to head over to dinner at Cunard Tavern |
| 6:30 p.m. | Dinner at Cunard Tavern |
Tuesday May 20, 2025
| 7:30 a.m. | Meet in the lobby of the Hyatt Regency Boston Harbor at 7:30 a.m. to take a water taxi to Federal Street and walk to Empower (5 minute walk). |
|
For those driving in: Below is a map of the public parking garage under the park, diagonally across from Empower (the green area between Congress and Pearl Streets). |
|
| 8:00 a.m. | BREAKFAST AT EMPOWER |
| 8:30 a.m. | WELCOME AND INTRODUCTIONS |
| Matt Hummel Transamerica Steering Committee Chair |
|
| Location: Congress BC | |
| 8:45 a.m. | GENERAL SESSION BURNING ISSUES AND HOT TOPICS: PEER-TO-PEER ROUNDTABLE |
| Moderators: Eric Henon and Mary Kay Leydon, EACH Enterprise | |
| Location: Congress BC | |
| 10:00 a.m. | BREAK |
| 10:15 a.m. | BREAKOUT SESSIONS |
| BREAKOUT 1 | Current and Future trends: Review results of the CRM Sentiment Survey (small and Large Plans Market) and drafting the 2025 questionnaire |
| Track: Client Relationship Management | |
| Break down the key phases of a well-coordinated transition experience. Explore the roles that drive milestones and how their collaboration impacts the overall success of the transition | |
| Moderators: Matt Hummel, Transamerica and Denise Penn, TruStage | |
| Location: Congress BC | |
| BREAKOUT 2 | Participant communication and digital user experience consultants company practices poll |
| Track: Participant Strategy | |
| Moderator: Mary Kay Leydon, EACH Enterprise | |
| Location: Arlington Room | |
| BREAKOUT 3 | Account Manager time allocation and coverage |
| Track: Account Management | |
| Moderator: David Leach, Ameritas® | |
| Location: Hereford Room | |
| BREAKOUT 4 | Self-paced education, designation, and roundtable |
| Track: Pooled Arrangements Service | |
| Moderator: Eric Henon, EACH Enterprise | |
| Location: Federal C | |
| 12:00 p.m. | Luncheon |
| 1:00 p.m. | GENERAL SESSION: AI |
| AI is reshaping the retirement industry and the world! So, how does a highly regulated client driven, bottom line driven industry strike the right balance between innovation and oversight. This session is packed with actionable guidance for industry leaders in this fast-changing | |
| Speaker: Lisa Kottler, KWP Growth Partners | |
| Location: Congress BC | |
| 2:15 p.m. | Break |
| 2:45 p.m. | BREAKOUT SESSIONS |
| BREAKOUT 5 | Large Plan Client Relationship Management Teams ($300 Million and over) |
| Track: Client Relationship Management | |
| Discussion Topic: Best practices for resolving issues and restoring client confidence | |
| Moderator: Matt Hummel, Transamerica | |
| Location: Congress BC and MS Teams meeting | |
| BREAKOUT 6 | Small plan Client Relationship Management Teams (Under $300 Million). |
| Track: Client Relationship Management | |
| Discussion Topic: Best practices for resolving issues and restoring client confidence | |
| Moderator: Nate Ozeck, Ameritas® | |
| Location: Hereford Room | |
| BREAKOUT 7 | Account Management Team Segmentation |
| Track: Account Management | |
| Presenter: Eric Henon, EACH Enterprise | |
| Location: Federal C | |
| BREAKOUT 8 | Advocating for Retirement Income Counseling for Participants |
| Track: Participant Strategy | |
| This breakout session will focus on the importance of retirement income counseling for participants, highlighting the benefits and challenges of managed accounts and in-plan guarantee products. We will also discuss strategies for evolving conversations to better prepare participants for retirement and how best to navigate this process across the various participant touchpoints. | |
| Moderator: Mary Kay Leydon, EACH Enterprise | |
| Location: Arlington Room | |
| 4:00 p.m. | GENERAL SESSION: YOUR INPUT INTO THE 2025 EXCELSIOR TEAM AWARDS APPROACH AND CRITERIA |
| Moderator: Eric Henon, EACH Enterprise | |
| Location: Congress BC | |
| 5:00 p.m. | Adjourn for the day. |
| 6:30 p.m. | Dinner at Reel House - Harborview Side Dining Area (we will meet in the hotel lobby at 6:10 p.m.) |
Wednesday May 21, 2025
| 7:30 a.m. | Meet in the lobby of the Hyatt Regency Boston Harbor at 7:30 a.m. to take a water taxi to Federal Street and walk to Empower (5 minute walk). |
|
For those driving in: Below is a map of the public parking garage under the park, diagonally across from Empower (the green area between Congress and Pearl Streets). ; |
|
| 8:00 a.m. | Continental Breakfast Buffet |
| 8:30 a.m. | RECAP AND DAY 2 INTRODUCTION |
| Matt Hummel, Transamerica Steering Committee Chair |
|
| Location: Congress BC | |
| 9:00 a.m. | GENERAL SESSION: LEVERAGING SALESFORCE AND MS TEAMS TO ENHANCE INTERNAL COMMUNICATIONS AND DEMONSTRATE EXCEPTIONAL TEAMWORK |
| Speakers: Eric Henon, EACH Enterprise and Mary Kay Leydon, EACH Enterprise | |
| Location: Congress BC | |
| 10:15 a.m. | Break |
| 10:30 a.m. | BREAKOUT SESSIONS |
| BREAKOUT 10 | Win-win-win: finding value for plan sponsor, advisor, and service provider outside the nine dots |
| Track: Client Relationship Management | |
| Format: Peer discussion | |
| Moderator: Matt Hummel, Transamerica | |
| Format: Peer Discussion | |
| Location: Arlington Room | |
| BREAKOUT 11 | Template matrix of roles and responsibilities to build successful relationships based on sound stakeholder onboarding |
| Track: Account Management | |
| Moderator: Eric Henon, EACH Enterprise | |
| Format: Peer discussion | |
| Location: Hereford Room | |
| BREAKOUT 12 | Participant engagement in the 21st Century |
| Track: Participant Strategy | |
| We will explore the evolving landscape of participant engagement in the 21st century. We will delve into unexpected influences such as the role of Artificial Intelligence (AI) in marketing, education, and call centers, and how AI is reshaping organizational structures. Additionally, we will discuss the importance of new approaches to identity trends in vendor outreach working directly engaging with clients and participants. We will also discuss the role of focus groups and other survey tools utilized to gather information to enhance services. | |
| Moderator: Mary Kay Leydon, EACH Enterprise | |
| Format: Peer discussion | |
| Location: Federal C | |
| 12:00 p.m. | LUNCH |
| 12:30 p.m. | NEXT STEPS |
| Matt Hummel, Transamerica Steering Committee Chair |
|
| CLOSING GENERAL SESSION | |
| Location: Congress BC | |
| 1:30 p.m. | ADJOURN |
Event Networking Dinner
May 20, 2025, at 6:30 p.m
Reel House
6 New Street
East Boston, MA
(617) 895-4075
DRESS CODE
Casual Dress for pre-event networking dinner
Business Casual Dress Code for meetings
HOTEL
Hyatt Regency Boston Harbor
101 Harborside Drive
Boston, MA 02128
Please click here for room reservations by April 28, 2025 for the special room block rate
Please click here to make reservations at the special rate of $205 per night not including taxes and incidentals.
Cost
Three registrations for member companies complimentary; additional registrations: $850.00
Non-members: $1,900.00
Register here by May 15th
