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2026 Fall Client Service Roundtable Semi-Annual Meeting

2026 Client Service Roundtable Semi-Annual Meeting

VENUE - AGENDA - EVENT DINNER - DRESS CODE - HOTEL - COST

VENUE

The Midland Hotel, Chicago, A Tribute Portfolio Hotel

Great Room 2, Plateau Level (Main Sessions)

172 West Adams Street

Chicago, Illinois 60603

AGENDA

Click date to open Agenda

11:00 a.m.	WELCOME AND INTRODUCTIONS
	Matt Hummel \| Transamerica Steering Committee Chair
	Location: Great Room 2
11:30 a.m.	GENERAL SESSION: Client “Service” or Client “Sales”?
	Description: The relationship manager’s job has quietly become a sales job. We open by naming it — where acting in the client’s interest ends and acting in the firm’s interest begins, and whether that line holds when revenue is the scoreboard. Co-manufactured, guarantee-bearing investment options have become a topic of sales conversation. The responsibility for servicing and retaining clients increasingly falls on Account Managers. In the world of pooled arrangements, the question is even more complex, with wholesalers playing a role in new adopter onboarding.
	Moderator: TBA \| Company TBA
	Location: Great Room 2
12:30 p.m.	Luncheon
1:00 p.m.	BREAKOUT SESSIONS
BREAKOUT 1	Succession on the Relationship
	Track: Client Relationship Management
	Description: RM succession is a client-retention problem disguised as an HR problem — planning the handoff before a departure forces one.
	Moderator: TBA \|
	Location: TBA
BREAKOUT 2	Preparing for the Incident
	Track: Account Management
	Description: Not if, but when. Building the cyber contingency plan — client communication, escalation, and recovery — before the breach, not during it.
	Moderator: TBA
	Location: TBA
BREAKOUT 3	New Adopter Onboarding: Sales or Service in Pooled Arrangements?
	Track: Pooled Arrangements Service
	Description: The central question inside MEP, PEP, PEO, and GoP structures, where the service model and the sales motion are most entangled. What is the ideal division of labor?
	Moderator: TBA
	Location: TBA
2:15 p.m.	BREAKOUT SESSIONS
BREAKOUT 4	The Year Ahead: 2026 edition of the Client Relationship Management Sentiment Survey
	Track: Client Relationship Management
	Description: This session will present a vision of the year ahead, based on the 2026 edition of the annual survey of relationship management team leads regarding forthcoming events, milestones, and developments. This foresight helps you and your team formulate a more sound strategic plan for the continued success of your retirement plans business.
	Presenter: Eric Henon, EACH Enterprise LLC
	Location: TBA
BREAKOUT 5	From Service Call to Save, and Enhance
	Track: Account Management
	Description: Every service interaction is a retention and expansion opportunity. Reframing account management around the economics of the book, data quality, and client retention.
	Moderator: TBA
	Location: TBA
BREAKOUT 6	Adopter engagement and service in the small employer and large employer market
	Track: Pooled Arrangements Service
	Description: Lackluster adopter engagement in the PEP and PEO space presents unique challenges for recordkeepers, TPAs, and 3(16) fiduciaries. Motivations of PEP adopters with fewer than 100 employees call for a specific service structure. What amount of pressure will it take to effect change?
	Moderator:TBA
	Location: TBA
3:15 p.m.	BREAK
3:30 p.m.	GENERAL SESSION: AI and Capacity: Who Does the Work Now?
	Description: AI is absorbing the administrative load that once defined the service role. What the freed-up capacity is for — deeper service or more selling — and what breaks if the balance is wrong.
	Moderator: TBA
	Panelists: TBA
	Location: TBA
4:45 p.m.	Closing
5:00 p.m.	Adjourn for the day.
6:15 p.m.	Meet in lobby of Midland to walk over to the Dearborn, The Rialto Room
6:30 p.m.	Event Dinner at The Dearborn, The Rialto Room

8:00 a.m.	CONTINENTAL BREAKFAST BUFFET
	Location: Great Room 2
8:15 a.m.	RECAP AND DAY 2 INTRODUCTION
	Matt Hummel Transamerica Steering Committee Chair
	Location: Great Room 2
8:30 a.m.	GENERAL SESSION: Data at the Source: The 2027 Initiative to Raise Retirement Plan Data Quality — Every Pay Period
	Description: Retirement plan services are only as good as the data behind them — and that data starts with the employer. In 2027, the industry launches a coordinated push to lift data quality at its origin: cleaner payroll submissions, stronger payroll administration, standard operating procedures for data verification, and more timely, consistent files — not just at conversion, but with every single contribution file. This general session unpacks what the initiative means for client-facing teams. We'll cover the standards and best practices that we want employers to adopt, where the persistent breakpoints occur (payroll administrator turnover chief among them), and the practical role Client Relationship Management, Account Management, Pooled Arrangement Service teams, TPAs and 3(16) fiduciaries play in moving sponsors and adopters toward steadier habits. You'll leave with a clear view of the initiative, and the talking points to bring to your team.
	Moderator: TBA
	Panelists: TBA
	Location: Great Room 2
9:45 a.m.	TRANSITION BREAK
9:50 a.m.	BREAKOUT SESSIONS
BREAKOUT 7	Recruiting the New Relationship Manager to sell co-manufactured investment products and service enhancements
	Track: Client Relationship Management
	Description: If the role is now sales, the talent pool changes. Where the next generation of RMs comes from — DCIO wholesalers and other sales-side sources — and what to screen for.
	Moderator: TBA
	Location: TBA
BREAKOUT 8	AI at the Account-Management Desk
	Track: Account Management
	Description: The track-level cut of the capacity question: which service tasks automate first, and how account managers should spend the hours they get back. The question is particularly relevant to Account Management teams serving a pool of micro- and small plan clients.
	Moderator: TBA
	Location: TBA
BREAKOUT 9	Scaling the Pooled-Arrangement Book
	Track: Pooled Arrangements Service
	Description: Servicing many adopting employers under one arrangement is a capacity problem AI may reshape first. What scales, and what does not.
	Moderator: TBA
	Location: TBA
11:00 a.m.	Closing General Session: Recognizing the Work — Excelsior Industry Awards
	Description: A working discussion with Pam Basse on the 2027 edition of the Excelsior awards: categories (assigned and pooled account management teams), behaviors to recognize, criteria, characteristics of a good candidate, team composition, nomination form, information needed, awards session format — what differentiates an award-worthy team from all others, what needs to be reported, and how the group participates in the competition.
12:15 p.m.	NEXT STEPS
	Matt Hummel Transamerica Steering Committee Chair
	Location: Great Room 2
12:30 p.m.	Lunch boxes

Event Networking Dinner

October 6, 2026, at 6:30 p.m

The Dearborn, The Rialto Room
145 Noth Dearborn St.
Chicago, IL 60602
312.384.1242

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 2, Plateau Level (Main Sessions)

172 West Adams Street

Chicago, Illinois 60603

We have a small block of rooms at The Midland Hotel for the special rate of $259.00 per night not including taxes and incidentals. Please click here by September 18, 2026, or you can call 1-888-236-2427 asking for the EACH Roundtable – Client Service special rate to receive the special room block rate. Reserve early before the block sells out.

Cost

Three registrations for member companies complimentary; additional registrations: $1,450

Non-members: $2,500

Register here by October 1

Contact Us

Phone: (860) 254-5046
Email: EHenon@EACHenterprise.com

EACH Enterprise
16A Pasco Drive
East Windsor CT 06088