Improving Delivery Through Clear Expectations

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Is innovation truly at the center of your agency operations? Not just what you offer clients, but in how you operate? With AI raising expectations faster than most agencies can adapt, investing in innovation isn't optional anymore. It's how you build client trust, stay ahead of disruption, and keep your edge. Today's featured guest unpacks his journey from leading the award-winning agency T3 to launching Superstep Capital, a private equity firm investing exclusively in agency and technology-service businesses. His insights cut through the noise on innovation, leadership, and how to stay ahead of the next big shift.

Ben Gaddis still calls himself agency guy. After more than a decade building T3 into one of the nation's leading digital agencies, serving clients like UPS, 7-Eleven, and JP Morgan Chase he sold the company and launched Superstep Central, a private equity firm investing in agencies and tech service businesses.

When he sold T3 to a private-equity group, he didn't ride off into the sunset. Instead, he crossed over to what he calls "the dark side," founding Superstep Capital. Now, he defines his mission as redefining what private equity looks like in the agency world by partnering with founders to scale the right way.

In this episode, we'll discuss:

• Going all-in on the next wave before clients catch up.

• Why innovation should be treated as an expectation.

• Lessons on creating a leadership structure.

• Why differentiation still wins.

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Go All-In on the Next Wave Before Clients Catch Up

Ben's family has been running T3 since he was born, so it made sense to him that he'd eventually end up in the agency world. Hence, he started his career working at Omnicom, learning from their biggest competitors, and was around when mobile apps became a thing after the launch of the iPhone.

At Omnicom Ben saw how traditional holding companies were too slow to invest in mobile. He didn't hesitate to seize the opportunity that mobile presented. Frustrated, he took over T3 and bet big on the emerging mobile market. That bet paid off with marquee wins and explosive growth, scaling the agency to $50 million in revenue and around 300 employees.

His advice for agency owners today echoes that same spirit: burn the boats. You can't half-commit to a new capability and expect to lead it. You can't expect clients to lead you there. If you want to own a new channel, whether it's AI, automation, voice, whatever's next, you have to invest ahead of demand and prove value before anyone asks. If you wait for client demand before you invest, it's already too late.

Innovation Isn't a Slogan, It's an Expectation

At T3, Ben created a culture where innovation wasn't just encouraged; it was an expectation. So they turned innovation into a measurable habit by creating an "Innovation Match" program where they matched a portion of a client's spend dollar-for-dollar on experimental projects. Clients got to share in the risk and the reward. Those projects became T3's biggest success stories and built a reputation for fearless creativity.

T3 chose projects and built roadmaps alongside the clients. turning them into true partners in innovation. The coolest work the agency ever did ended up coming from that program. It even led to another venture project called T3 Ventures, where they invested in c-stage startups.

It was all about surrounding his team with people who were doing the newest and coolest stuff and letting their clients see this. It worked much better to show innovation than to just talk about it. Innovation has to live in your budget, not your buzzwords. When your team sees that experimentation is backed by leadership, and even matched financially, they'll start bringing the bold ideas that set you apart.

This" Innovation Match" model is a playbook for modern agencies trying to make innovation a repeatable, funded process.

Leadership Has to Grow as Fast as the Agency

Early on, Ben was a young CEO trying to manage instead of lead. He assumed people could read his mind and execute on his vision. That mistake caused turnover and frustration until he hit pause, clarified T3's mission, and re-aligned around a few focused areas: digital products, loyalty, and CRM.

From there, he learned to build leadership in layers. Initially, he brought on a COO, which seemed like the next logical move; however, it wasn't the right cultural fit and complicated everything with the team. It wasn't about what his COO changed, it was how they did it… the entire team rejected this dynamic.

Eventually, Ben was able to bring in a COO who simplified instead of complicating. It not only freed Ben to think creatively again and gave the agency room to scale, it gave him back his creative headspace.

Agency Structure for Scale: Build Practice Leaders, Not Project Managers

The other positive change at his agency was creating the "practice groups". Instead of spreading talent thin across random projects, they paired a portfolio lead with a subject-matter expert. Each duo owned a P&L and growth target. The result was deep expertise, repeatable wins, and new verticals that practically built themselves. Their restaurant and convenience-store niche exploded from 2 clients to 30 in record time.

This model solves the scaling paradox of how to grow without sacrificing quality. When your experts own both excellence and profit, growth stops feeling chaotic.

The last area they focused on was delivery, fighting to maintain quality as they did the newest thing. In the end, it came down to setting expectations and aligning with clients around what they were bringing to the table. As a result, quality went up.

AI, Sales, and What's Next for Agency Growth

On the investment side, Ben sees a lot of agencies struggling with hesitation and "no-decision" deals. AI has amplified expectations while compressing margins. Many clients now assume everything can be automated, expecting greater output for less cost.

Thankfully, this trend has decreased, as clients were burned by this overreliance on AI. On the other hand, it's clear to Ben that agencies should and must be faster and more efficient, and agencies with a clear understanding of what they do and who they serve are not blindsighted by this new reality.

His advice: AI isn't differentiation, it's amplification. The edge comes from how you apply it, not the tools themselves. Know your vertical, know your data, and connect AI to real business outcomes.

The agencies that win are the ones that define how AI fits their process - not the other way around.

Why Differentiation Still Wins in the AI Era

The agencies and individuals winning right now aren't the ones with the fanciest tools or the most automation; they're the ones combining experience, curiosity, and creativity to use AI in smarter ways. Ben shares the story of an account manager who built her own workflows using AI to research verticals, anticipate objections, and walk into client meetings armed with strategic ideas that wowed executives. She wasn't a technologist, she was a strategist who understood her clients deeply and used AI as a force multiplier.

That's the real edge in this new era. Tools are accessible to everyone, but insight and application are not. As Ben points out, it's your data, your intuition, and your industry expertise that make AI valuable. AI doesn't replace strategy, it rewards it. The agencies that know their data, their clients, and their niche will always have the edge.

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