Client Plan Sponsor and Advisor / Consultant Experience Roundtable

ThinkstockPhotos 917079212September 2021 Hybrid Meeting

Trade-off between on-site, live, and convenience – where employees stand?

September 8 - 9, 2021
Loews Boston Hotel
Boston, MA

Register* On-line

*Registration requires an invitation code

Request Invitation Code

 

CURRENT CONTEXT - MEETING OBJECTIVE - AUDIENCE - DATE / TIME / LOCATION
VENUE - DRESS CODE - HOT TOPICS - AGENDA - HOTEL - REGISTER - COST

Current Context

The context in which retirement plan service providers operate in 2021 is dramatically changed, affecting all aspects of our lives - not just retirement plans. The pandemic amplified trends that were already underway

  • Ubiquitous use of handheld devices / SMS / apps / in-app notifications/ in-app chat
  • Fast decline of in-person meetings / phone calls in favor of the digital client experience
  • Effectiveness of email communications becoming marginal
  • Immeasurable impact of AI, Robotics, and automated assistants that anticipate our need for communication

The change is so dramatic that we are unable to conceive THE WAY OF THE FUTURE by extrapolating past experience. Technological innovation has expanded the universe of possibilities beyond user expectations. Dreams come true, and drive what the market will demand tomorrow and what some segments already demand today.

  • Just-in-time / on-demand communications that users access at the time when they need it, when they want/choose to look at it.
  • Virtual is just as important as if not more important than in-person contact
  • the remarkable effectiveness of on-demand digital communication * Discussion of a hybrid HCM and Financial Wellness convention directed to HROs in 2022

In the era of You-tube videos, the meaning of "live" has changed. The change is feeding an unprecedented wave of consolidation of recordkeeping service providers, TPAs, Advisory firms, Broker/Dealer firms, and advisor/consultant teams. In this context, the Annual Meeting of the Client Plan Sponsor and Advisor/Consultant Experience Roundtable is no longer an isolated event; it is part of a public advocacy program that include

  • Access to the EACH Enterprise online community and app
  • Advocacy on the Website of The 401(k) Listening Post
  • 4 surveys of retirement plan sponsors
  • Partnership with the Worldwide Employee Benefits Network
  • Promotion of the 8-page VIEWPOINT "Now means NOW!" with 4 case studies to illustrate

Fifteen firms are participating in the entire program can register up to three attendees free of charge. You too can benefit by attending the meeting, even if you did not participate in the entire program.

Meeting Objective

 Forum for:

  • Chief Client Relationship Management Officers
  • Heads of Advisor/Consultant Relationship Management
  • Senior Management Teams responsible for Account Management
  • Heads of Digital Client Experience

Meeting 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 registration process. There are no minutes of this meeting.

Join us for a robust dialogue on the emerging retirement plan service landscape at the Client Plan Sponsor and Advisor/Consultant Experience Roundtable.  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.

Audience

 Attendance is by invitation only. The invitation is extended to national leaders of client relationship management, advisor/consultant relationship management, strategic account management and digital client experience 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)

Date, Time and Location

Pre-Event

6:30p.m. - Pre-event Networking Dinner

Grill 23 & Bar
Fairfield/Exeter Suite
161 Berkeley Street
Boston, MA
617-542-2255

September 9, 2021

8:00 a.m. - Breakfast
8:30 a.m. to 3:30 p.m. – Sessions

Venue

Loews Boston Hotel
Taylor Room – Main Sessions
Taylor, Wilson and Pugsley Room – Breakout Sessions
154 Berkeley St.
Boston, MA 02115

Dress Code

Casual Dress for pre-event
Business Casual Dress Code for meetings

Hot Topics

  • Post Pandemic Business Changes
  • Digital Client Experience, Client Support, Virtual Client Meetings, and in-person Client Meetings
  • Profitability, fee compression, cost management, and revenue streams
  • Impact of consolidation: advisor teams, advisory and broker/dealer firms, TPAs and recordkeeping service providers
  • Cybersecurity and fraud mitigation.
  • Federal and State Legislation (including SECURE 2.0), regulations, litigation and jurisprudence
  • Talent Management
    • Attracting personable influencers with a digital mindset
    • Skill sets of Account Managers and Relationship Managers of the future
    • How to develop Account Managers and relationship managers
    • Staffing, capacity, case load / work load, efficiency and automation
    • Compensation levers & bonus programs

Agenda

Thursday, September 9, 2021

 

 8:00 a.m. Continental breakfast buffet
 8:30 a.m.     Welcome and Introductions
 9:00 a.m.    Breakout Sessions
  Breakout Session 1: Client Relationship Management
  CRM Sentiment Survey
  Breakout Session 2: Account Management 
  Role of strategic account management and digital communication in contingency / business continuity planning. Will plan sponsor expectations of expanded availability change after the pandemic and why?
  Breakout Session 3: Digital Client Experience Management 
  User experience of clients with and without an HRIS or HCM system?
10:15 a.m.   Break
10:45 a.m.   Breakout Sessions
  Breakout Session 4:
  Micro / Small (<$20 million)
  Breakout Session 5:
  Mid-sized plans ($20 million <$100 million)
  Breakout Session 6:
  Large and Jumbo plans (≥$100 million)
12:15 p.m Luncheon
1:00 p.m.   Breakout Sessions
  Breakout Session 7: Client Relationship Management
  Capacity models, goal setting, evaluations, compensation, and career path
  Breakout Session 8: Account Management
  Strategies to propel staff engagement to new levels Action plan to close the gap between the perceptions of account management team members and the commitment of senior management and the entire organization to provide adequate support for the account management function.
  Breakout Session 9: Digital Client Experience Management
  Hiring and motivating user experience design staff?
2:30 p.m.     Break
2:45 p.m.     General Session – Advisor opinions (perhaps National Retirement Practice Leaders) on:
  1. Aggregation / consolidations (recordkeepers, advisors, TPAs), and
2. MEP/PEP/GOP/PEO and impact on client service needs
3:45 p.m.     Wrap Up and Next Steps
4:00 p.m.     Meeting Adjourns

Hotel / Transportation

We have a block of rooms at Loews Boston Hotel, 154 Berkeley Street, Boston, MA.

The rate is $239 per night not including taxes and incidentals.

Please click here to reserve a room.

Register

Register* On-line

Registration requires an invitation code.

Request Invitation Code

Payments by credit card, debit card, check or bank transfer

Cost

Cost is the same if you attend in person or remotely

Registration deadline: Roundtable
Members - up to 3 attendees Free
Additional Member attendees (4th and up) $1550
Non-members $2250

Cancellation Policy
No refunds

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Phone: (860) 254-5046
Fax: (860) 838-2830
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EACH Enterprise, LLC
16A Pasco Drive
East Windsor CT 06088