38% of agencies struggle with frequently overservicing clients. Of the 500+ agencies surveyed for the 2023 State of Agency Operations Report, 44% also said that client demands have become tougher to meet. Are you finding clients more demanding? Is overservicing happening more frequently in your agency? If so, 2024 can be different on both fronts.

New tools and processes can transform your workflow. Especially when they’re well communicated, properly tested and correctly implemented. Successful change management motivates your team to adopt new practices. And makes them productive and happier - now and into the future. In this episode, we’re joined by Claire Quansah, an ops expert in the agency space with nearly two decades of experience. Claire shares the steps to consider when implementing change within your agency. She gives advice on how to promote continuous improvement and set your team up for success.

This episode features an interview with Monique Zytnik. Monique is an award-winning, global internal communication leader who presents on best-practice communication at world conferences and guest lectures at universities. In this episode, Shawn sits down with Monique to discuss the misconception of authenticity, the challenge of creating culture, and why AI will never replace human creativity and connection.