Client Relationship Management Leadership Roundtable

CURRENT CONTEXT - MORE THAN A MEETING - SCHEDULE - MEETING OBJECTIVES - AUDIENCE
HOT TOPICS - DELIVERABLES - VENUE - AGENDA -  COST - REGISTER

CURRENT CONTEXT

The difficult times brought on by the COVID-19 Pandemic call for resolve and determination. Although relationship managers yearn to get back to the world of in-person meetings, current conditions restrict travel and personal contact. Reliance on virtual meeting platforms is a necessity. The richness, depth and nuance of interpersonal contact may be lost, but the current approach also has benefits: more frequent client contact and across the board savings from the reduction of travel time and expense.

How can we engage clients and inspire them to act using the new media? What practices gained during the period do we want to retain for the long haul? What practices do we want to resume? What activities are best handled by Client Relationship Managers going forward? What is best automated? How do online dashboards and workstations need to evolve to meet client needs in the new environment?

MORE THAN A MEETING

The action plan leading to the meeting included two activities with the ultimate goal of creating a "United Nations" of Client Relationship Management Leadership in the Retirement Plans business.

Joint Video Conference with the Strategic Account Management Roundtable.

The Joint Session in Congress spurred ideas, proposed solutions, and advanced the production of the video created at the behest of the Strategic Account Management Roundtable to help explain how advances in Artificial Intelligence, Automation, and Robotics will change service models and the demands on Account Managers going forward. This joint session took place Tuesday February 11, 2020.

Refresh of the Client Relationship Management Leadership Sentiment Survey

The Client Relationship Management Leadership Sentiment Survey measures attitudes of heads of client relationship management across recordkeeping firms (attendees and non-attendees), identifying emerging key issues.  The survey consisting in part of open-end questions was designed with input from a steering committee of Roundtable members and co-presented by members of the Steering Committee at the Roundtable meeting.  A tangible report documented our collective read, insights and most-striking take-aways, identifying best and aspirational practices in client relationship management leadership. 

The 2020 Annual meeting of the Client Relationship Management Leadership Roundtable will consist of five 90-minute video web conferences:

• 8-1/2 total hours of collaboration
• Stimulating experience, including polling, chatting, and audio and visual content

The structure of the 2020 meeting allows registered attendees to delegate a substitute to sessions they are not able to attend.

Benefits:

• Collaboration
• Ability to work around tight schedules
• Get projects delivered easier
• Analyze results

SCHEDULE:

• July 23, 2020 – 3 p.m. Eastern / 1 p.m. Mountain – 90 minutes
• July 30, 2020 – 3 p.m. Eastern / 1 p.m. Mountain – 90 minutes
• August 6, 2020 – 3 p.m. Eastern / 1 p.m. Mountain – 90 minutes
• August 13, 2020 – 3 p.m. Eastern / 1 p.m. Mountain – 90 minutes
• August 20, 2020 – 3 p.m. Eastern / 1 p.m. Mountain – 90 minutes

MEETING OBJECTIVES

Forum for Chief Client Relationship Management Officers of retirement plan firms to discuss emerging industry trends, major challenges and opportunities, current and upcoming governmental regulations and other topics of interest to attendees. Informal discussions are organized around topics suggested in the initial online meeting of potential attendees.

Join us for a robust dialogue on the emerging retirement plan service landscape.  Major retirement plan recordkeepers attend regularly.  Insights will be broken up based on your interests (Hot Topics), and by asset-size, providing focused, relevant dialogue on how to thrive and differentiate amid the changes.

On the 26^th meeting of the Roundtable, we will utilize our time to draft a charter for the Roundtable

• What issues and concerns we are determined to solve
• What aims we are resolved to reach through our combined efforts

At fun and productive sessions at each meeting – we will collaborate on designing a marketing initiative, a series of social media posts articulating the value of superior retirement plan service.  By value, we mean the quantifiable business benefits clients reap from procuring superior retirement plan service. The stimuli are designed to motivate clients to act.

AUDIENCE

Attendance is by invitation only. The invitation is extended to heads of client relationship management of retirement plan service providers operating in the following markets:

• Corporate, government, Taft-Hartley and not-for-profit markets
• Large and jumbo plans
• Micro, small and mid-sized plans
• Across distribution channels (consultant, adviser, brokerage, TPA, bank, direct, agent and others)

HOT TOPICS

Topics for discussion at peer roundtable sessions consist of attendee suggestions gathered in the weeks leading up to the meeting

• Balancing risk and profitability
  • Segmentation and Service Models
  • Plan TDF resets
• Relationships and Technology
  • Client engagement in the new world
  • Client experience
  • Plan sponsor dashboard
  • Moving to the digital environment
  • Cloud computing
  • AI and Automated Assistants
  • Value added with payroll feed integration
• The new “Proximity”
  • Building Strategic Partnerships
• Innovation and Participant Engagement
  • Financial Wellness
  • Managed accounts
  • Data privacy
• Talent management (Recruiting/Bench Strength)
  • Race and gender – replacing RMs
• Economic and legislative context
  • Business closures and plan terminations
  • SECURE Act
  • Profile of winners survivors (retirement plan service providers)

DELIVERABLES

• Influencing PR advocacy stimuli that motivate clients to act
• Charter / Mission for the Roundtable

VENUE

Microsoft Teams Meeting Room
All attendees on video

AGENDA

Thursday, July 23

• Hot Topics, Burning Issues
• Relationships and Technology
  • Client engagement in the new world
  • Client experience / digital experience
  • Data gathering
  • Plan sponsor dashboard
• Influencing initiative and roundtable mission

Thursday, July 30

• Economic and Regulatory context
  • Business closures and plan termination
  • SECURE Act
• Balancing risk and profitability
  • Segmentation and Service Models
  • Plan TDF resets
  • Managed Accounts
• Innovation
  • Communication
  • Payroll feed integration / outsourcing
  • AI and Automated Assistants
  • Cloud computing
• Influencing initiative and roundtable mission

Thursday, August 6

• Participant experience
• Participant engagement
• Financial Wellness strategies 
  • Goals and objectives
  • Business models
  • Dashboard data population, privacy, and access
  • The advisor and plan sponsor workstation
• Influencing initiative and roundtable mission

Thursday, August 13

• Talent Management
  • The position - client development
  • Generational turnover
  • Skillset and source of recruits
  • Inclusion: race and gender
  • Development opportunities
• Influencing initiative and roundtable mission

Thursday, August 20

• Profile of winners and survivors
• Action! Building Strategic Partnerships
• The new "Proximity"
• Influencing initiative and roundtable mission - next steps

REGISTER

Registration Closed

*Registration requires an invitation code

Request Invitation Code

COST

Cancellation policy:

EACH Enterprise, LLC will refund your entire meeting fee if you cancel on or before July 15, 2020.  For cancellations between XX, 2020 and XX, 2020, EACH Enterprise, LLC will refund your registration fee minus an administration fee of $175.  No refunds for cancellations after XX, 2020.  In the unlikely event that the number of registered attendees falls short of expectations, EACH Enterprise, LLC will refund the entire registration fee.