2025 Client Service Roundtable Semi-Annual Meeting
September 23 - 24, Chicago, Illinois
2025 Client Service Roundtable Semi-Annual Meeting
September 23 - 34, 2025 Chicago Illinois
This event will be started in
| The Midland Hotel, 172 West Adams Street Chicago, Illinois 60603 | |
| Tuesday, 23 September 2025 11:00Wednesday, 24 September 2025 13:35 | |
| +13123321200 |
REGISTER HERE
THEME
VENUE - AGENDA - EVENT DINNER - DRESS CODE - HOTEL - COST
VENUE
The Midland Hotel
A Tribute Portfolio Hotel
Great Room 1, Plateau Level (Main Sessions)
172 West Adams Street
Chicago, Illinois 60603
Make hotel reservations by September 9, 2025 for the rate of $249 per night
Make reservations now
AGENDA
Tuesday September 23, 2025
| 11:00 a.m. | WELCOME AND INTRODUCTIONS |
| Matt Hummel - Transamerica Steering Committee Chair |
|
| Location: Great Room 1 | |
| 11:15 a.m. | BURNING ISSUES AND HOT TOPICS: PEER-TO-PEER ROUNDTABLE |
| GENERAL SESSION | |
| Peers discuss hot topics and burning issues of the moment requested in the registration process. Topics will include the impact of AI on client plans, and on our respective organizations, the impact of the current economic context, account management, payroll integration, and executive orders on alternative markets and cryptocurrency. | |
| Moderators: Eric Henon, EACH Enterprise, LLC and Laura White | |
| Location: Great Room 1 | |
| 12:30 p.m. | LUNCH |
| 1:00 p.m. | BREAKOUT SESSIONS |
| BREAKOUT 1 | 2025 CLIENT RELATIONSHIP MANAGEMENT SENTIMENT SURVEY RESULTS |
| Track: Client Relationship Management | |
| Moderator: Eric Henon, EACH Enterprise, LLC | |
| Location: Great Room 1 | |
| BREAKOUT 2 | THE ETHICS OF PARTICIPANT DATA: OWNERSHIP, ACCESS, AND REVENUE OPPORTUNITIES |
| Track: Participant Strategy | |
| A deep dive into who truly owns participant data, how it's being used, and the ethical and legal implications for CRM teams. What a plan services agreement amendment dedicated to participant data should address: options for a plan sponsor, and non-negotiables. | |
| Speaker: Bonnie Treichel – Endeavor Retirement | |
| Location: Work Room 1 | |
| BREAKOUT 3 | TOPIC TBA |
| Track: Account Management | |
| Moderator: TBA | |
| Location: TBA | |
| BREAKOUT 4 | AUDITOR AT INCEPTION: RAISING THE BAR FOR MEP/PEP INTEGRITY |
| Track: Pooled Arrangements | |
| A provocative session on the push for required auditor appointments at plan inception, and how this could reshape operational standards and trust in pooled plans. | |
| Moderator: Jodi Green - Tatum Hillman & Powell, LLP | |
| Location: TBD | |
| 2:15 p.m. | BREAK |
| 2:30 p.m. | GENERAL SESSION - BEYOND THE BOT: REAL-WORLD AI APPLICATIONS TRANSFORMING RETIREMENT PLANS |
| AI in retirement services isn’t just about chatbots and virtual assistants—it’s reshaping the entire ecosystem. In this forward-looking session, Brendan Barca, a seasoned strategist in financial services and retirement technology, explores how AI is being deployed across the retirement plan lifecycle. From predictive analytics that flag plan sponsor risks, to intelligent automation in payroll integration, to machine learning models that personalize participant engagement and decumulation strategies—this session goes deep into the practical, scalable uses of AI that are already driving results. Whether you're leading a client service team or building the next-gen MEP/PEP platform, this session will help you rethink what’s possible with AI—beyond ChatGPT. |
|
| Speaker: Brendan Barca - Brendan Barca Solutions | |
| Location: Great Room 1 | |
| 3:45 p.m. | Transition Break |
| 3:50 p.m. | BREAKOUT SESSIONS |
| BREAKOUT 5 | LARGE PLAN CLIENT RELATIONSHIP MANAGEMENT TEAMS (UNDER $300 MILLION) |
| Track: Client Relationship Management | |
| Moderator: Matt Hummel - Transamerica | |
| Location: Work Room 1 | |
| BREAKOUT 6 | SMALL PLAN CLIENT RELATIONSHIP MANAGEMENT TEAMS ($300 MILLION AND OVER) |
| Track: Client Relationship Management | |
| Moderator: Laura White | |
| Location: Great Room 1 | |
| BREAKOUT 7 | STAFFING FOR SCALE: SERVICE MODELS THAT WORK IN 2026 AND BEYOND |
| Track: Account Management | |
| Present preliminary results of the Account Management segmentation poll on caseload by segment, and discuss innovative staffing strategies, automation, and AI tools that help account teams manage increasing workloads and periodic surges. We will also discuss Account Management Segmentation poll 3 | |
| Moderator: Eric Henon, EACH Enterprise, LLC | |
| Location: Great Room 1 | |
| BREAKOUT 9 | PROS® DESIGNATION: POOLED ARRANGEMENT STRATEGIC GROWTH INITIATIVE |
| Track: Pooled Arrangement | |
| Format: Peer Discussion | |
| Moderator: Jodi Green - Tatum Hillman & Powell, LLP | |
| Location: TBA | |
| 5:00 p.m. | Adjourn for the day. |
| 6:30 p.m. | Event Dinner at The Berghoff Restaurant, lower level West Room |
Wednesday September 24, 2025
| 8:00 a.m. | Continental breakfast buffet |
| 8:30 a.m. | RECAP AND DAY 2 INTRODUCTION |
| Matt Hummel - Transamerica Steering Committee Chair |
|
| Location: Great Room 1 | |
| 9:00 a.m. | GENERAL SESSION: DISCUSSION OF EXCELSIOR AWARDS |
| Moderator: Eric Henon, EACH Enterprise, LLC | |
| Location: Great Room 1 | |
| 10:15 a.m. | Refreshment Break |
| 10:30 a.m. | BREAKOUT SESSIONS |
| BREAKOUT 10 | PULSE CHECK: MANAGING CLIENT EXPECTATIONS IN A HIGH-DEMAND ENVIRONMENT |
| Track: Client Relationship Management | |
| Explore how CRM leaders are navigating rising client demands, broken tech workflows, and the pressure to deliver exceptional service amid staffing constraints | |
| Format: Peer Discussion | |
| Moderator: Laura White | |
| Location: Great Room 1 | |
| BREAKOUT 11 | SECURE 2.0 AND ROTH CATCH-UP: WHAT ARE PAYROLL VENDORS REALLY SAYING? |
| Track: Account Management | |
| A collaborative session to share insights from payroll vendors like Workday, Paychex, Paylocity, ADP, and Paycom, and how account managers are preparing for compliance and data exchange challenges | |
| Format: Peer Discussion | |
| Moderator: Eric Henon, EACH Enterprise, LLC | |
| Location: Work Room 1 | |
| BREAKOUT 12 | AI IN THE PARTICIPANT JOURNEY: FROM CONTACT CENTERS TO RETIREMENT COUNSELING |
| Track: Participant Strategy | |
| Showcase how AI is being used to enhance participant interactions, streamline back-office operations, and deliver personalized financial wellness, and it can potentially be used in 2026 and beyond. | |
| Moderator: TBA | |
| Location: Work Room 2 | |
| BREAKOUT 14 | PROS® DESIGNATION: POOLED ARRANGEMENT STRATEGIC GROWTH INITIATIVE |
| Track: Pooled Arrangements | |
| Format: Peer Discussion | |
| Moderator: Jodi Green - Tatum Hillman & Powell, LLP | |
| Location: TBD | |
| 12:00 p.m. | LUNCH |
| 12:30 p.m. | NEXT STEPS |
| Matt Hummel - Transamerica Steering Committee Chair |
|
| Location: Great Room 1 | |
| 1:35 p.m. | ADJOURN |
Event Networking Dinner
September 23, 2025, at 6:30 p.m
The Berghoff Restaurant
17 W Adams St
Chicago, IL 60603
(312) 427-3170
DRESS CODE
Casual Dress for pre-event networking dinner
Business Casual Dress Code for meetings
HOTEL
The Midland Hotel, Chicago,
A Tribute Portfolio Hotel
Great Room 1, Plateau Level (Main Sessions)
172 West Adams Street
Chicago, Illinois 60603
Cost
Two registrations for member companies complimentary; additional registrations: $850.00
Non-members: $1,900.00
Register here
