Creative Agency Account Manager Podcast

Welcome to Episode 173. This episode will be genuinely useful if you're an agency owner thinking about how you'll eventually sell your business, or wondering whether AI is actually giving your agency an edge or just helping you do things faster.I'm chatting with Dominic (Dom) Marchant, Co-founder of Run Riot and Riot Studios - Running apparel x Hybrid intelligence agency.  As a creative, Dom has sat on the jury of several of the world's biggest advertising/creative competitions (including Cannes Lions Health, Head Judge at PM Awards) and continues to be active in judging creative work. He's also won a few gongs in his time, including Cannes Lions, Creative Floor Awards, PM Awards, PMi Awards, and many others. He was Chair of the PM Society for three years and continues to run Creativity for Good. Currently, he is Creative Lead and founder of Riot Studios with his long-term business partner, Olly Childs. As an entrepreneur, he has built and sold three agencies including DJM, Plastic, and ARK. He continues to invest in companies where he has interest and passion and manages a portfolio of startups and more mature opportunities. As a runner, he co-founded Run Riot - a running apparel brand - and, in his own words, is a very average but passionate runner.We cover:- what he's learned from building and selling three agencies- why differentiation matters- how he shared the proceeds of one sale with employees- and why agencies should use AI to create better work, not just quicker work.What really stood out to me during our chat was his point that if you're building your business purely to sell it, you've probably got it wrong. Build the best business you can, and the rest follows.You can connect with Dominic Marchant here:https://www.linkedin.com/in/dominicmarchant/https://dominicmarchant.com/https://www.riot-studios.comhttps://runriotwear.com/Sign up for my newsletter for updates on AI, agencies and account management. And if account growth feels inconsistent, I'm running Account Growth Diagnostic sessions this autumn. https://www.accountmanagementskills.com

Welcome to Episode 172. AI in agencies has moved on significantly from simply experimenting with ChatGPT and saving a bit of time.My guest is Roy Murphy, Co-founder at G3NR8 - AI innovator for brands including Samsung, Arsenal, and Perrigo. Roy helps businesses unlock exponential technologies as a driver of growth, guiding organisations to understand and act on AI through comprehensive training, strategy, and implementation initiatives.  He serves as AI Advisor to the in-house agency network Inside Out and has delivered AI training for over 150 brands, including GSK, Lego and the Bank of England. Roy regularly speaks at AI roundtables, podcasts, and industry events, working with HR, communications, marketing, and operations teams to drive meaningful transformation.In this episode, we look at:·         what comes next·         why agencies need to rethink their business model and service lines·         how connecting your existing client data can give account managers much better intelligence·         and why agentic workflows could fundamentally change the way we manage and grow client relationships.We also talk about the skills account managers need to stay valuable as AI becomes embedded in everyday agency life. There’s a lot packed into this one.You can connect with Roy Murphy on LinkedIn here: https://www.linkedin.com/in/roymurphy/ He has also generously shared his calendar link for 30 minutes free AI Q&A and Consultancy. Let him know your challenges (either personal or organisational) and he'll look at your next practical step to solve. https://calendar.app.google/jPAG7FhMFYk7HxED8 If you'd like to keep updated with shifts in the agency world as they relate to account management, or talk to me about client retention and growth training, go to https://www.accountmanagementskills.com

Welcome to episode 171.  I’m joined by Duncan Arbour, Head of AI Innovation in the Kinetic team at Syneos Health.Duncan has spent a decade in innovation roles in healthcare communications at Syneos Health, first as an evangelist for AI, then as an operator of the tools for live client projects, and now building out agentic services for cross-business teams. He believes the agency world is rapidly shifting from a content economy to a trust economy, where verification, judgment and accountability are the product; and that account teams are better placed for that world than most people are telling them. In this chat, we cover:- Why trust, governance and AI disclosure are becoming increasingly important for MedComms agencies- How procurement and clients may start scrutinising agency AI use much more closely- How AI could change agency pricing and the traditional hours-based model- Why some clients may soon have stronger AI capabilities than their agencies- The skills agency people need to stay valuable as AI adoption accelerates.Duncan’s message is very human: despite all the advances in AI, critical thinking, judgement, challenging and giving good feedback are going to become even more valuable.You can connect with Duncan Arbour on LinkedIn here: https://www.linkedin.com/in/duncanarbour/If you’d like to keep up to date with changes in the agency world as they relate to the account management role, or find out more about my client retention and growth training, go to https://www.accountmanagementskills.com

Welcome to Episode 170. This is a fascinating one if you work in or with design agencies, or if you’ve ever wondered why brilliant creative work doesn’t always get the influence it deserves inside client organisations.I chatted with John Gleason, Founder & President of A Better View Strategic Consulting who help corporate organizations elevate and leverage design as a strategic business competence and catalyst for growth, help agencies become more relevant for the markets and clients they aspire to inspire while becoming better businesses, and enhance the client/agency relationship to be better, together.John is one of the most vocal advocates for the role, power, influence, and BUSINESS impact of Design that you will ever meet. Interested in helping those who lead design... to better lead a strategic design proposition. In this conversation we talk about:- Why design has been pushed further down the value chain in many businesses- What John learned from his time client-side at P&G- How he's now helping both corporate organisations and agencies work better together- The rise of in-house teams- Why agencies often struggle to sound different from one another- How account managers can have more strategic conversations with clients beyond projects, deadlines and budgetsJohn shares some brilliant advice on helping clients navigate their own internal politics, ask better questions, and translate design into business impact. I found it such a useful reminder of what clients are really dealing with internally, and why agencies need to understand the human and political dynamics inside client organisations - account managers can add huge value by helping them make the case internally.You can connect with and find out more about John Gleason here:LinkedIn: https://www.linkedin.com/in/johngleason/THE FUTURE OF... conference (www.TheFutureOf-conference.com)11 Influencers Who Elevate Packaging Design - Packaging Digest (https://www.packagingdigest.com/packaging-design/11-influencers-who-elevate-packaging-design)How To Innovation When You Are Asked to Cut Costs - Packaging Digest (https://www.packagingdigest.com/packaging-design/how-to-innovate-when-you-are-asked-to-cut-costs)Webinar + Panel: Beyond free pitching: building stronger, smarter client relationships [DESIGN BUSINESS ASSOCIATION member content] (https://www.dba.org.uk/resources/beyond-free-pitching-building-stronger-smarter-client-relationships/)Podcast: Finding Our Way: Episode 59: Design Isn't Dead, But It's Seen Better Days (ft John Gleason) - https://findingourway.design/2025/06/06/59-design-isnt-dead-but-its-seen-better-days-ft-john-gleason/'Is Design Dead?' - Design Leaders Wrestle With The Question - FAST COMPANY article, by Mark Wilson, Global Design Editor (https://www.fastcompany.com/91299152/future-of-design-leaders-executives)If you’re listening before September 2026 and you’d like to join me in Atlanta, I’ll be co-hosting the next AM:PM Event on Tuesday 29th and Wednesday 30th, an in-person event for agency leaders focused on the future of account management, project management, client retention and growth. You can find out more and register at https://theampmevent.com

Welcome to episode 169. This episode is going to be timely if you’re currently trying to work out how to navigate using AI legally.I'm chatting with Sharon Toerek, Founder of Toerek Law (doing business in the agency world as Legal + Creative), where she focuses her national law practice on helping advertising, marketing, communications and creative agencies protect their assets and turn their ideas into revenue. Sharon provides proactive, strategic counsel to communications, marketing, advertising, digital and creative agencies on legal and business issues they face continually in their work, including:• agency-client relationships, including agency service contracts• agency-freelancer and agency strategic alliance relationship management• trademark and copyright protection, enforcement and licensing• influencer marketing negotiations and content marketing legal compliance• advertising regulatory compliance• AI policy and risk management for agenciesIn this conversation we cover:-  why AI is forcing agencies to rethink their business model and how they monetise their expertise- what you need to protect when it comes to your own IP- why your client contracts need to be much clearer around ownership, licensing and liability. - the confidentiality and data privacy risks that come with using AI tools, particularly when your teams and freelancers are using different platforms.Sharon shares some very practical advice on how agencies can audit their contracts and AI policies, so you can be more proactive with clients rather than waiting until something goes wrong.As always, she gives such practical, clear advice on what can feel like a very complex and fast-moving topic. One of the things that stood out is: don’t wait too long before thinking about how to protect and monetise your agency’s IP.Useful links:LinkedIn: https://www.linkedin.com/in/sharontoerek/Website: https://www.legalandcreative.comInnovative Agency podcast: https://podcasts.apple.com/us/podcast/the-innovative-agency/id1419747902

Welcome to episode 168. This one is a little different because I’m joined by my AM:PM event co-host, Brett Harned. On 29th & 30th September, Brett and I are bringing agency owners, account managers, project managers and operations leaders together in Atlanta, Georgia to work through some of the biggest questions facing agencies right now.How should account and project management roles evolve? Where can AI genuinely improve delivery? And how do you grow client relationships without damaging profitability or burning out the team?My biggest takeaway is that agencies don’t need to have all the answers, but they do need to create the space to ask better questions.This is what we explore in this episode, and the questions are also at the heart of the AM:PM Event.The early-bird ticket price ends on 31st July, so you can find out more and book your place here: http://theampmevent.com/

Welcome to episode 167. This conversation is all about how agencies can get smarter, safer and more intentional about using AI.I'm chatting with Michael MacDonald, Founder of Brains Before Bots which helps independent agency founders get clarity on how AI is actually being used across their teams. He spent fifteen years co-founding and running two agencies in South Africa, including a pharma-focused agency working with Sanofi, AstraZeneca, Boehringer Ingelheim, and Roche, where he led client service through the digital transformation of pharmaceutical marketing. That experience is the foundation for Brains Before Bots, which helps agencies move from scattered AI use to client-ready workflows, particularly those serving regulated and high-scrutiny clients.We cover:- why governance shouldn’t be seen as red tape, but as a way to make the agency more resilient and easier to scale- why simply plugging AI into old workflows can create more rework, more vanilla thinking and more risk- practical advice, including how to audit the tools your team are using- why you need a data traffic light system- the importance of building a prompt library- why account managers may become the “context engineers” of the agency.And we also talk about the very human side of AI adoption: fear, psychological safety, honest conversations with your team and why the brains still need to lead before the bots follow.You can connect with, and find out more information about, Michael MacDonald and Brains Before Bots here:https://www.linkedin.com/in/mrmichaelmac/https://brainsb4bots.com/https://brainsb4bots.com/ai-workflow-clarity-auditIf this conversation gets you thinking about how your own agency is operating, how your AMs and PMs are working together, and how AI is changing delivery, client relationships and agency growth, then I’d love to tell you about AM:PM - a new 1.5 day event taking place in Atlanta, Georgia on 29th and 30th September 2026. I’m co-hosting it with Brett Harned. It’s for agency owners, account managers, project managers and operations leaders who want to step back and have honest, practical conversations about growth, delivery, communication, AI and the operational reality of modern agency life.We’ll be joined by David C. Baker as our featured speaker, and the event is designed to help agency teams create better alignment between leadership, account management, project management and delivery.So if your agency is dealing with overloaded teams, scope challenges, communication breakdowns, unclear ownership or AI uncertainty, this event is for you.You can find out more and buy tickets at https://theampmevent.com/

Welcome to episode 166. This conversation is going to be particularly interesting for you if you’re an agency owner struggling with spreadsheets, disconnected systems and lack of visibility over pricing, profitability or resourcing.It’s a story about how one agency owner solved their own operational problem, turned that internal solution into a platform, and is now helping other agencies solve the same challenges.I’m joined by Anna Appleton-Clayton, Managing Director of We Create Digital and CEO of Rofinery. With over 15 years of agency experience, she understands both the day-to-day pressures and the bigger challenges agencies face as they grow. She’s taken that firsthand experience and built Rofinery to reflect how agencies actually operate - focusing on practical and intuitive features that work in the real world, not just in theory.Alfie Wenegieme is the Founder of Profit Sprout Consultancy, COO of Rofinery and a chartered accountant with over 18 years’ experience helping agencies unlock profitability and commercial success. Alfie helps agencies of all sizes from small to medium size independent firms to global players to strengthen financial management, build robust commercial operations, and elevate commercial capability across teams through training.We talk about:- why so many agencies are still running on gut feel- why time tracking still matters- where profit can quietly leak out of the business- which clients are actually worth more focus- and how AI is changing client expectations around speed, cost and value.You can find out more about Rofinery here: https://rofinery.com/You can connect with Anna and Alfie here:https://www.linkedin.com/in/anna-appleton-claydon/https://www.linkedin.com/in/alfie-wenegieme/https://www.linkedin.com/company/rofinery/If you’d like more insights on agency account management, client retention and growth, go to the Account Management Skills website and sign up for my newsletter. https://www.accountmanagementskills.com

Welcome to episode 165. This episode will be particularly useful to you if you’re an agency owner or account manager who wants to move your client conversation away from execution and further upstream into strategy, ideas and innovation.My guest is Phil Blackmore, the Co-Founder of Create Health, an Ideas Lab for pharma and life sciences brands. He helps clients solve communication and innovation challenges through ideas, thinking and senior experience, combining strategic human insight with AI-enabled ways of working. The business has evolved towards more upstream, ideas-led engagements, including structured ideas days designed to unlock fresh thinking, align teams and create new opportunities for activation. Phil is also a Co-Founder of The Health House, a support network for independent healthcare agencies and is currently writing a book on optimism. Phil shares how he’s moved his agency upstream by focusing on ideas, strategic thinking and innovation workshops - the kind of value clients can’t easily replicate in-house or with AI.We also discuss how these ideas labs help deepen client relationships, open up new opportunities and reposition the agency from supplier to strategic partner.Phil’s ideas lab is a brilliant example of creating a space for clients to think differently, solve bigger business challenges, and reposition the agency in the client’s mind as more of a strategic partner that understands their business challenges as well as an agency that executes projects well.You can connect with Phil Blackmore here:https://www.linkedin.com/in/pblackmore/https://createhealth.com/Links mentioned in our chat:10 Commandment:https://www.linkedin.com/posts/pblackmore_communication-insight-empathy-activity-7331213480416432129--F5W?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAq4nv0BHgXCU2xyFAjDt3MBp1XCFLXeoeIWhat If?https://www.youtube.com/channel/UCyBabRfl-Ek1TRYUy5VnPHQMost agency owners and leaders I speak to have a question they've been carrying around for months. Maybe it's about a client they can't quite work out what to do with. Maybe it's about a team member that should be growing accounts but isn't. Maybe it's about a hiring decision or a team change they've been putting off.I’m offering a 90-minute owner-level Account Growth Strategy Session. It’s you and I focussed on your agency challenge together drawing on my hands-on experience working with client facing teams for years.  You’ll have a written diagnosis afterwards, and a clear next step.You can find it at:http://accountmanagementskills.com/account-growth-strategyand there's a 20-minute intro call you can book if you want to talk it through first.

Welcome to episode 164. This episode is going to be particularly useful if you’re thinking about how agencies can stay profitable and relevant as AI reshapes the way work is delivered and valued.Brian Kessman, Founder and Principal Consultant at Lodestar Agency Consulting, joins me to talk about why the traditional agency model is under so much pressure, what it really means to move from selling hours to selling solutions and outcomes, and how agencies can start packaging their expertise in a more scalable way.Lodestar helps CEOs and CFOs of independent agencies, multinational networks, and holding companies redesign their value models - the commercial system that connects how they define, package, deliver, and price their expertise using solutions and outcomes, not hours and headcount.Brian and I also talk about pricing, procurement, productised offers, and why so much strategic value is often being given away without agencies even realising it.There’s a lot in this conversation for agency owners and client-facing teams alike. You can connect with Brian here:https://www.linkedin.com/in/briankessman/https://www.lodestaragencyconsulting.com/https://www.lodestaragencyconsulting.com/agency-model-mapVoxComm's Redesigning the Agency Value Model: https://voxcomm.org/wp-content/uploads/2026/03/Redesigning-the-agency-value-model.pdfIPA Pricing Playbook: https://ipa.co.uk/knowledge/publications-reports/the-ipa-pricing-playbook/And, if you’d like to stay updated with changes in the agency world as they relate to account management, client retention and growth, or speak to me about training options for your team, head over to https://www.accountmanagementskills.com