COO Working Group Meeting Recap Spring 2025

COO leaders from across The Council's membership met at Council HQ in Washington, D.C. for the Spring 2025 COO Working Group meeting. Sessions focused on service team optimization, account retention, and talent alignment. Presenters shared frameworks for capacity modeling, role definition, and transitioning from producer-led to team-based leadership. A data-driven approach to scoring account complexity and balancing workloads was highlighted as central to improving retention, service consistency, and long-term operational performance.

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