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.

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.

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.

When you manage projects, you don’t want anything to fall through the cracks. Every detail should be captured, every task assigned. If no one is responsible, the work won't happen. Now in Basecamp, you can see everything that’s unassigned across your projects on a single page. Under Activity, you’ll see the new report: Unassigned to-dos and cards. The report is organized by project, so you can focus on one at a time. Click a project to see the to-dos and cards that aren't assigned yet.

Professor Genevieve Bell is technology’s first fortuneteller. After 18 years as Intel's resident anthropologist, Genevie joined the Australian National University, where she started ANU’s School of Cybernetics. Today, Genevieve is the 13th Vice-Chancellor and President of the Australian National University.

What got you here won’t get you there. You’ve probably heard that phrase before. And it probably couldn’t feel more applicable than it does right now as we round out 2023. So, the question is: Are you going to keep doing more of the same? Or do something different in 2024? If you’re in that latter camp, then you’re going to get some encouragement (and hopefully some useful ideas to implement) from today’s guests, Pete Caputa and Karl Sakas.