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2026 Client Service Roundtable Semi-Annual Meeting

PERSONAL AT SCALE How the Best Service Organizations Deliver White-Glove Results in a High-Volume World

There's something fitting about gathering at the foot of the Wasatch Range to talk about doing more without losing what matters most. The mountains reward preparation, technique, and the kind of teamwork that makes the summit look effortless to everyone watching from below — which is exactly what the best client service organizations do every day. The 2026 EACH Roundtable Client Service Meeting brings together heads of client relationship management, account management, and pooled plan service in Sandy, Utah, where the views are expansive, the conversations are honest, and the only thing higher than the altitude is the standard we hold ourselves to.

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

REGISTER HERE

VENUE

401GO
Zion Boardroom (General Sessions)
75 West Towne Ridge Parkway, Suite 500
Sandy, UT 84070

AGENDA

Click date to open Agenda

7:30 a.m.	Meet in lobby at Hilton Garden Inn. Transportation to 401 GO
8:30 a.m.	CONTINENTAL BREAKFAST AT 401GO
	Location: Lake Powell Lounge
9:00 a.m.	WELCOME AND INTRODUCTIONS
	Matt Hummel Transamerica Steering Committee Chair
	Location: Zion Boardroom
9:30 a.m.	GENERAL SESSION PEER-TO-PEER ROUNDTABLE DISCUSSION OF TRENDING TOPICS
	Peers discuss trending 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, executive orders, regulations, and litigation.
	Moderator: Matt Hummel Transamerica Steering Committee Chair
	Location: Zion Boardroom
10:45 a.m.	BREAKOUT SESSIONS
BREAKOUT 1	NOT ALL PLANS ARE CREATED EQUAL: BUILDING A SEGMENTATION STRATEGY THAT WORKS AS HARD AS YOUR CLIENTS EXPECT YOU TO
	Track: Client Relationship Management
	How do you design a client relationship team that's structured for reality, not just the org chart? This session dives into the mechanics of smart segmentation — single vs. multiple employer plans, complexity tiers, profitability drivers, and the compensation levers that actually shape behavior. Walk away with a framework for balancing caseloads, aligning incentives, and building a CRM organization that performs at every level of the book.
	Moderator: TBA
	Location: Zion Boardroom
BREAKOUT 2	AI ON THE FRONT LINE: SMARTER SELF-SERVICE AND STRONGER ACCOUNT MANAGER CONVERSATIONS
	Track: Account Management
	Your clients don't always remember how to run a census file or update a beneficiary — and your account managers can't always be the answer. This session examines how generative AI is stepping in on both sides of the relationship: guiding plan sponsors through self-service tasks they rarely perform, and surfacing real-time, personalized coaching for account managers before and during client interactions. Leaders of account management teams will leave with practical insight into how AI tools are reducing inbound volume, elevating conversation quality, and helping lean teams do more without sacrificing the human touch.
	Moderator: Kate Davidson \| Trustage
	Location: Canyonlands Conference Room
BREAKOUT 3	AUDIT READY: NAVIGATING PLAN AUDIT SUPPORT ACROSS MEPS, PEPS, PEOS, AND GROUPS OF PLANS
	Track: Pooled Arrangements Service
	Plan audits in pooled arrangements are anything but straightforward. Whether you're supporting a Multiple Employer Plan, a Pooled Employer Plan, a PEO-sponsored arrangement, or a Group of Plans, the audit landscape presents unique structural complexities — from disaggregated employer reporting to auditor access protocols and plan-level versus filing-level distinctions. This session brings together service leaders to examine how providers are building scalable, audit-ready infrastructures that serve multiple participating employers without sacrificing accuracy or timeliness. Walk away with frameworks for managing auditor relationships, standardizing documentation workflows, and anticipating the questions your clients — and their auditors — will bring to your door.
	Moderator: Eric Henon - EACH Enterprise Participating Auditors: James Moyna, CPA - Smith + Howard Nathan Johnston, CPA - Pension Assurance LLP Patrick Griffin, CPA - Bletzer, PLLC
	Location: Capitol Reef Conference Room

12:00 p.m.	LUNCH
	Location: Lake Powell Lounge
12:30 p.m.	BREAKOUT SESSIONS
BREAKOUT 4	PLAN REVIEWS AT SCALE: BALANCING CUSTOMIZATION, EFFICIENCY, AND THE RIGHT PEOPLE IN THE ROOM
	Track: Client Relationship Management
	Every plan sponsor wants a plan review that feels like it was built just for them. Every CRM leader knows that at today's caseload levels, that's easier said than done. This session takes an honest look at how retirement plan recordkeepers are navigating the tension between personalization and efficiency in plan review delivery — covering agenda design, presentation and materials workflows, and the increasingly complex question of who should be in the room. From participant strategy consultants to retirement income specialists to account managers and beyond, assembling the right team for each meeting matters — but so does protecting everyone's capacity. Hear how your peers are structuring their plan review programs, what's working, what isn't, and how leading CRM teams are building flexible, scalable models that still feel like white-glove service to the client.
	Moderator: TBA
	Location: Zion Boardroom
BREAKOUT 5	CATCH-UP OR KEEP UP? MANAGING THE SECURE 2.0 SECTION 603 WORKFLOW ACROSS YOUR SERVICE TEAMS
	Track: Account Management
	SECURE 2.0 Section 603 has arrived — and the operational ripple effects are still being felt across recordkeeping service teams. Early experience reveals a pattern: HCM and payroll providers are delivering a single annual file of $145,000-plus FICA wage earners rather than periodic feeds. For account management teams, it's become an operational puzzle. The emerging reality — one annual file of high FICA wage earners delivered outside of any normal periodic feed cycle, from plan sponsors who often don't know they need to act — is creating friction across every layer of the service team. Who reminds the plan sponsor? Who processes the file when it arrives late? Who handles the testing implications? Who owns the payroll integration piece? This session brings together heads of account management for a candid conversation about how the 603 catch-up contribution requirement is reshaping workload distribution across account managers, special project teams, ERISA technical plan services, and payroll integration — and what leading teams are doing to get ahead of the chaos before the next cycle begins.
	Moderator: Eric Henon - EACH Enterprise
	Location: Canyonlands Conference Room
BREAKOUT 6	MEASURING WHAT MATTERS: ADOPTER ENGAGEMENT STRATEGIES THAT DRIVE PLAN SUCCESS IN POOLED ARRANGEMENTS
	Track: Pooled Arrangements Service
	Adopter engagement is the variable that separates a thriving pooled arrangement from one that quietly underperforms — and service leaders know it. But engagement is hard to define, harder to measure, and even harder to drive systematically when your team is managing a large and diverse population of MEPs, PEPs, PEOs, or Groups of Plans. This session explores how service teams are tackling all three challenges: building reporting frameworks that surface meaningful plan health signals, designing engagement touchpoints that prompt action without overwhelming adopters, and creating accountability structures — at the plan and adopter levels — that keep plan success on the agenda year-round. Are you delivering the sharper lens that pooled plans need to measure what matters and to move the needle where it counts?
	Moderator: TBA
	Location: Capitol Reef Conference Room
2:15 p.m.	BREAK
2:30 p.m.	EXCELSIOR AWARDS – WINNING TEAMS SHARE THEIR SECRET SAUCE
	Four winning service teams, one in each segment ($30 to $300 million, $300 million and up, Pooled Arrangements, and K-12. recognized for their success tell us how they make the team look seamless to the clients and advisors they serve world. Winners have been selected by a jury of members of the Retirement Advisor Council from among nominees from participating firms.
	Moderator: Ben Burrows - Manulife John Hancock Panelists: 4 winning teams to be announced Location: Zion Boardroom
3:45 p.m.	TRANSITION BREAK
3:50 p.m.	BREAKOUT SESSIONS
BREAKOUT 7	THE ADVISOR RELATIONSHIP MANAGER EQUATION: ORGANIZATIONAL MODELS, METRICS, AND THE CASE FOR GETTING IT RIGHT
	Track: Client Relationship Management
	An elite or concierge advisor who directs a large block of retirement plan business to your firm isn't just a client — they're a distribution partner, a retention lever, and a relationship that deserves its own intentional service architecture. Yet the organizational models firms use to serve these advisors vary widely, and the internal complexity they create — competing priorities between Advisor Relationship Managers, Client Relationship Managers, and day-to-day account managers — can quietly undermine the very experience they're designed to deliver. This session examines the full landscape of advisor relationship management models in retirement plan recordkeeping: how dedicated ARM functions are structured and managed, how reporting lines and metrics are designed to align rather than conflict across service layers, and how firms without a dedicated ARM model are using CRM alignment strategies to achieve comparable results. Most importantly, it asks the question every CRM leader should be able to answer: what is the measurable value of this model — to the advisor, and to the firm — and how do you know if it's working?
	Moderator: TBA
	Location: Zion Boardroom
BREAKOUT 8	FROM EFFICIENCY TO EXPERIENCE: WHAT PLAN SPONSORS FEEL — AND WHAT IT PREDICTS ABOUT RETENTION
	Track: Account Management
	Operational efficiency is an internal metric. Client experience is what the plan sponsor remembers at renewal. The two are related — but not the same. When automation absorbs routine work and AI handles email routing and self-service tools reduce inbound volume, what does the plan sponsor actually feel on the other side of those improvements? Does faster cycle time feel like better service? Does fewer touchpoints feel like neglect? This session examines the gap between operational performance and perceived client experience — and the client satisfaction metrics that actually predict retention. Which signals matter: NPS, effort scores, response time, review meeting quality, issue resolution speed? How are leading account management teams collecting them, acting on them, and using them to identify at-risk relationships before they surface in a finals presentation? Participants will leave with a practical framework for measuring what clients feel, not just what operations deliver — and for turning the time automation returns to account managers into the consultative conversations that move the retention needle.
	Moderator: Bridget Cording, Lincoln Financial
	Location: Canyonlands Conference Room
BREAKOUT 9	COUNSELING, EDUCATION, SERVICE, AND COMMUNICATION AT SCALE: BUILDING THE PARTICIPANT EXPERIENCE INFRASTRUCTURE FOR POOLED PLANS
	Track: Pooled Arrangements Service
	A MEP, PEP, GoP, or PEO-sponsored plan may serve thousands of participants across dozens of adopting employers — each its own culture, communication norms, financial literacy levels, and expectations of what their retirement benefit looks like. Winning firms in this space have made a deliberate choice: they've stopped treating the participant experience as an afterthought and started treating it as a core service. This session examines how pooled arrangement service leaders approach participant delivery across five dimensions — account information, service, counseling, education, and communication — and across four delivery channels: online, in-person, in print, and remote. Topics include how to formulate and to deliver a participant experience model that works across a heterogeneous employer population, how to brand that experience in a way that feels coherent to participants without erasing the identity of the adopting employer, and how to build the internal organizational structure — staffing, roles, reporting lines, and channel ownership — that can actually deliver it at scale. If your pooled arrangement is growing and your participant experience hasn't kept pace, this session is your starting point.
	Moderator: Stephen Quinn \| Nesteggs
	Location: Capitol Reef Conference Room
5:00 p.m.	Adjourn for the day. Transportation from 401GO to Hilton Garden Inn.
6:15 p.m.	Pick-up from Hilton Garden Inn to Carvers Steaks and Seafood
6:30 p.m.	Event Dinner at Carvers Steaks and Seafood, East Room

7:30 a.m.	Meet in lobby at Hilton Garden Inn. Transportation to 401 GO
8:00 a.m.	CONTINENTAL BREAKFAST BUFFET
	Location: Lake Powell Lounge
8:15 a.m.	RECAP AND DAY 2 INTRODUCTION
	Matt Hummel Transamerica Steering Committee Chair
	Location: Zion Boardroom
8:30 a.m.	GENERAL SESSION: IN-PLAN LIFETIME INCOME: PERSPECTIVES FROM THE FIELD
	Plan sponsors broadly accept the idea that their participants need retirement income guidance — but accepting the concept and committing to the solutions are two very different things. Fiduciary liability concerns, decision paralysis, and the perceived complexity of in-plan lifetime income options continue to keep many sponsors on the sidelines, relying on default distribution mechanisms — RMDs, 72(t) distributions, and substantially equal periodic payments — that were never designed to serve as retirement income strategies. The gap between what participants need and what sponsors are willing to offer is one of the defining challenges of this moment in the industry. Closing it requires more than product knowledge. It requires a repeatable approach to sponsor education, a clear framework for navigating fiduciary exposure, and the ability to connect lifetime income solutions to a broader participant counseling infrastructure that helps people make genuinely informed decisions. In this session, three practitioners with real-world experience guiding plan sponsors through this process will share what has actually worked — how they moved reluctant sponsors from awareness to action, what implementation looks like in practice, and how they built the participant-facing counseling services that make in-plan lifetime income solutions function as intended rather than sit unused in the investment menu.
	Moderator: TBA Panelists: Rupa Athreya - Income America Jessica Fox - Nuveen Chris McGlynn - Pacific Life
	Location: Zion Boardroom
9:45 a.m.	TRANSITION BREAK
9:50 a.m.	BREAKOUT SESSIONS
BREAKOUT 10	WHAT'S KEEPING YOU UP AT NIGHT? SHAPING THE 2026 CRM LEADERSHIP SENTIMENT SURVEY
	Track: Client Relationship Management
	The CRM Leadership Sentiment Survey is the voice of CRM leadership — and this session is your opportunity to shape it. Join your peers to review the draft 2026 questionnaire, refine the questions that matter most, and add the topics that are defining your world right now. From AI adoption and in-plan income to talent pressures, service model evolution, and the shifting economics of client relationships, the survey only captures what we ask — so let's make sure we're asking the right questions. Attendees will leave having directly influenced the research agenda for the year ahead.
	Moderator: Denise Penn \| Trustage
	Location: Zion Boardroom
BREAKOUT 11	MANAGING THE UNEXPECTED - SPECIAL PROJECTS AND SURGE CAPACITY
	Track: Account Management
	ability to rally around a systemic event — a recordkeeping issue, a regulatory change, a mass outreach requirement? This session will focus on how firms build resilience and surge capacity into their staffing and workflow models, not just optimizing steady-state efficiency.
	Moderator: TBA
	Location: Canyonlands Conference Room
BREAKOUT 12	THE ADOPTER ONBOARDING EXPERIENCE: CONVERSION, IMPLEMENTATION, AND THE SERVICE HANDOFF THAT DEFINES THE BRAND AND SETS THE TONE
	Track: Pooled Arrangements Service
	In a pooled arrangement, the adopter onboarding experience is the most operationally complex and reputationally consequential service event your team will manage — and it happens over and over again at scale. A conversion that runs long, a payroll integration that misfires, or a plan design transition that leaves the adopting employer confused doesn't just create a service problem. It creates a retention problem, sometimes before the relationship has fully begun. This session examines the full arc of adopter onboarding in MEPs, PEPs, GoPs, and PEO-sponsored arrangements — from conversion and implementation through payroll integration setup and the critical handoff to day-to-day account management. Attendees will examine how leading firms are standardizing the onboarding experience without losing the flexibility complex adopters require, where the highest-friction points tend to emerge, and what a successful implementation-to-service transition actually looks like in practice.
	Moderator: Deb Rubin, Deb Rubin Coaching
	Location: Capitol Reef Conference Room
11:00 a.m.	NEXT STEPS
	Matt Hummel Transamerica Steering Committee Chair
	Location: Zion Boardroom
11:15 a.m.	Transportation back to Hilton Garden Inn and/or Airport