Creative Agency Account Manager Podcast

Welcome to episode 152. I’m chatting again with my go-to guru for the now, next and future of the agency business model, Spencer Gallagher. Spencer has relaunched Bluehalo with a renewed focus on helping agencies and businesses transform with AI. Bluhalo is a business for the next decade, focused on supporting B2B organisations across three core pillars: People, Technology, and Asset Growth.In this conversation, we really dig into what transforming with AI means in practice for you as an agency leader or account manager.Here’s what we cover:- Why so many agency services have matured and what that means for your positioning and growth- How Spencer thinks about the "now, next and future" of agencies in an AI-driven world- Why founders and leaders need to reconnect with their creative side and carve out proper thinking space if they want to reinvent their business- The cultural shift required to build high-agency, growth-mindset teams that actually embrace AI rather than resist it- How AI is likely to reshape agency structures - from headcount and roles to pricing, automation and the types of services clients will value most- Practical examples of how tools and no-code platforms have gone from clunky to powerful in a very short space of time, and what that means for your IP- Advice for agency leaders who know they need to speed up their adoption of AI, but feel their team is low-energy or stuck in old ways of working- Guidance for account managers whose leaders are dragging their heels on AI, including how to use real client feedback to influence from the middle- What Spencer is seeing in the M&A market for agencies, including what buyers now look for and why AI capability is increasingly on the checklistSpencer has a rare mix of lived experience building and selling an agency, deep technical curiosity, and a very honest take on where agencies are kidding themselves about the future. I think you’ll come away with both a clearer sense of direction and some very practical ideas to take back to your team.If you’d like to stay connected with Spencer's thinking, you can find him on LinkedIn:https://www.linkedin.com/in/spencergallagher/and check out Bluehalo to see more of the work he’s doing to help agencies and businesses become truly AI-enabled. https://www.bluhalo.com/And if you want to get a sense of where your own agency stands, you can assess your "AI readiness for client retention and growth" over on my websitehttps://www.accountmanagementskills.comThe quiz takes just a few minutes and you’ll receive a short report with suggestions for how you can start weaving AI into your client management workflow.If you’re not already on my newsletter list and you’d like to hear about upcoming trainings, new podcast episodes and the latest shifts I’m seeing in agency account management and AI, you can also sign up there. That’s where I share practical tips, tools and examples you can use with your clients straight away.

Welcome to episode 151. If you’re trying to work out how to integrate AI into your agency without losing the human side of what you do, this conversation will help.Today I’m joined by two guests from Noble Studios: Tom Duffy, Head of AI Strategy, and Meg Pescio, Vice President of Client Experience.Noble Studios is a creative digital performance marketing agency based in Reno & Las Vegas in Nevada and Bristol, UK, focusing primarily on travel and tourism and B2B technology clients. Noble’s impressive client list includes the likes of Adobe, SiriusXM Media, Travel Nevada, and Visit Lake Tahoe.They’ve been intentionally experimenting with AI across the agency, and in this episode we dig into how Tom and Meg are partnering to bring AI into client work in a thoughtful, human-first way.Here’s what we cover:·         Why Noble decided to hire a dedicated Head of AI Strategy and how that role works alongside the client experience team·         The change management piece: how they’ve built trust internally and avoided “AI panic” in the agency·         Practical use cases for account managers and client success teams, including: using AI as a learning and thinking partner, creating client “knowledge hubs” with tools like Notebook LM, aggregating messy data sources to uncover new insights for clients·         How they’re thinking about data privacy, tools, and tech stack decisions·         The impact AI is having on agency positioning, pricing and perceived value·         Why human judgment, critical thinking and relationships are becoming even more important as AI usage grows·         Their advice for agencies thinking about hiring an AI lead or formalising their AI approach If you’d like to learn more about what Noble Studios is doing, you can head to  http://noblestudios.com/or connect with Tom and Meg on LinkedIn, where they regularly share what they’re testing and learning.https://www.linkedin.com/in/tom-duffy-reno/https://www.linkedin.com/in/megpescio/ And  if you want ongoing support with the account management side of agency life, join my newsletter. It’s where I share:·         practical account management tips·         trends and shifts I’m seeing in the industry·         notifications of new podcast episodes·         any mini training sessions or speaking I’m doingYou can sign up at http://accountmanagementskills.com/

Welcome to Episode 150. This episode is for anyone in agency new business or running sales. My guest is Ryan Hall, Founder of Friday Solved, where he helps agencies build scalable and sustainable sales engines. With over 20 years in marketing and digital - including leading and selling Nice Agency, later acquired by Karmarama and Accenture Interactive - Ryan has seen firsthand what drives real growth.Here’s what we cover and how Ryan advises agencies:- Create buyability, not forced selling. You can’t push complex services; people have to want to buy from you. That means trust, proof and value over time, plus clear expectations that sales isn’t a quick fix.- Build a joined-up sales engine. Inbound and outbound run at different speeds and need different steps, but the buyer experience starts at first contact and momentum through stages is everything. Systemise it so sales becomes repeatable.- Work the middle of the funnel properly. “Shake the tree” with people you already know, keep data clean, follow up with useful content tied to your critical pillars, and channel-swap from LinkedIn to email when it’s serious. Let CRM be your muscle memory so you stay consistent without spamming.Connect with Ryan Hall here:LinkedIn: https://www.linkedin.com/in/ryanghall/Website: https://www.fridaysolved.co.uk/Book: https://www.fridaysolved.co.uk/pages/dont-sellIf you haven’t signed up for my weekly newsletter, go to https://www.accountmanagementskills.com and sign up to get account management tips and trends, any trainings I’m running, guests coming on the show and advice to help you in your account management role.

Welcome to episode 149. If you've been watching AI reshape the marketing landscape and wondering what it really means for agencies, this conversation is going to be particularly interesting for you. Roy Murphy and I dig into whether the traditional agency model can survive in its current form and what you can do about it. Roy is the Co-Founder of G3NR8, a business focused on applying a centralised intelligence layer for organisations to implement AI successfully.We cover:- Why he believes the current agency model is on borrowed time and the data behind that bold claim. - How client in-housing, AI adoption and economic pressure are converging into a perfect storm. - What the rise of creative automation really means for designers, strategists and account managers. - How forward thinking agencies are building new business models that focus on client outcomes and not ours.- And the three M's every agency leader needs to embrace, which are mindset, model and mechanics. It's a lively, honest discussion, packed with examples, a bit of provocation and plenty of practical takeaways for anyone trying to figure out how to future-proof their agency. Roy's message is really clear. AI isn't coming for agencies. It's already here and it's those agencies that are going to adapt and who are going to thrive. So rethinking your business model, retraining the team and rebuilding the offering around client outcomes.You can connect with Roy at https://www.g3nr8.com/  and subscribe to his brilliant newsletter.  You can also read his viral LinkedIn post that we mention in our chat here: https://www.linkedin.com/posts/roymurphy_ai-agencies-work-activity-7383090246873149440--6SuAdditional links:Sales and Marketing AI Playbook https://www.g3nr8.com/ai-sales-and-marketing-ecosystemMarketers AI roundtable https://www.g3nr8.com/senior-marketers-ai-roundtableG3NR8 AI newsletter https://www.g3nr8.com/blog (featuring BAD AI where they skewer poor AI practice, every week, without fail).If you'd like to know how AI-ready you are in your account management role, then you can go over to my website, https://www.accountmanagementskills.com and take your free AI readiness quiz. You'll get a personalised report and also some insights and tips and strategies for using AI in your client management role. 

Welcome to episode 148. This episode is going to be really useful if your agency has started using AI tools or if your team are experimenting with AI note-takers, ChatGPT, or generative image tools and you want to make sure you’re staying legally safe, compliant and transparent with your clients.My guests are Ryan Lisk, Founder, and Kay Yung, Senior Commercial Lawyer at Hybrid Legal. The company helps business leaders prevent and solve legal headaches in a way that is easy to understand without breaking the bank. They specialise in creating and reviewing contracts, advising on tech law including AI and data privacy, employment & HR and M&A.We talk about:The biggest legal blind spots agencies have when it comes to AI useWhy transparent conversations about AI can actually strengthen your client relationshipsHow to run an internal “AI audit” — finding out who’s using what and where the risks lieWhat to include in your AI policy and client contracts to protect your businessHow to manage freelancer agreements and IP when AI tools are involvedRyan and Kay share real stories from agency clients, including one that perfectly illustrates how easy it is to get into legal trouble  and how to avoid it.If you’ve ever worried about data privacy, IP ownership, or simply how to have the AI conversation with your clients, you’ll take away some really practical actions from this one.You can follow or connect with both Ryan and Kay on LinkedIn, and check out the Hybrid Legal website to sign up for Legal Loop  their free bi-weekly newsletter with legal updates and AI insights for agency owners. https://www.linkedin.com/in/ryanmlisk/https://www.linkedin.com/in/kay-yung-creativelawyer/https://www.hybridlegal.co.uk/the-legal-loopIf you’d like account management tips, updates on upcoming podcast episodes, and invitations to my free trainings, make sure you sign up for my newsletter at https://www.accountmanagementskills.com

Welcome to episode 147. In this special compilation episode, Jenny Plant revisits standout moments from her conversations with leading voices in the agency world about how AI is transforming agencies and agency account management. With change accelerating and clients already asking tough questions, this episode brings together practical frameworks, provocative thinking and real-world use cases that can help agency owners and account managers lead the AI conversation rather than follow it.Across five key themes – from industry-wide disruption and agency adoption, to shifts in search, pricing models and client expectations – you’ll hear from strategists, pricing experts, consultants and AI practitioners on what’s working, what’s changing, and what to prioritise next.If you want a sharper perspective on AI’s role in agency growth, this is your starting point.If you’d like to see how ready you are to use AI in your client management role, I’ve put together a free AI readiness quiz. It takes about three to five minutes. You’ll get a tailored report with tips for how to start integrating AI into your workflows for client retention and growth. You can do that here: https://accountmanagementskills.com/ai-account-manager-quiz/

Welcome to episode 146. This episode will be really valuable if you're an agency account manager or an owner working with charities, nonprofits or mission driven brands, or if you're just curious about how the social impact sector operates differently and what account managers can learn from it. Lauren Jones is Senior Director of Client Services at Wide Eye, a digital creative agency for purpose-driven organisations & changemakers, and has spent her entire career in the Nonprofit sector.In this episode, we cover:·         what makes working with nonprofit clients different from for-profit·         why impact, not revenue, is often the most important KPI. ·         how to build and structure an account management function inside an agency. ·         how to shift your agency from project based sort of more transactional work into longer term strategic partnerships.·         practical strategies for measuring and demonstrating impact, often through powerful storytelling rather than just data. ·         Creating a really interesting stakeholder engagement design. ·         coaching clients so they can evangelize about your work internally·         building long-term trust that keeps your account strong and sustainable.  Even if your clients are all commercial brands, then Lauren's advice about strategic thinking, building relationships and aligning with client priorities will definitely resonate.You can connect with Lauren via LinkedIn here: https://www.linkedin.com/in/lauren-m-jones-1b623259 or via her own website: http://lmjones.com/ if you'd like to see how ready you are to use AI in your client management role, I've put together a free AI readiness quiz. It takes about three to five minutes. You'll get a tailored report with tips for how to start integrating AI into your workflows for client retention and growth. You can that here: https://accountmanagementskills.com/ai-account-manager-quiz/  If you want to be alerted to new podcast episodes coming up, hear about tips for account managers and any mini trainings I'm doing, you can also sign up for my weekly newsletter here: https://bit.ly/AMSUpdates

Welcome to episode 145.  This episode is going to be particularly useful if you want to understand how to engage with your client’s marketing procurement department and understand the world through their eyes when selecting an agency to work with.I'm delighted that global marketing procurement consultant, Tina Fegent, has joined me for a second time on the podcast. Tina is a leading expert and pioneer in marketing procurement, with over 30 years of experience shaping the industry. She launched her consultancy in 2006 to help brands unlock greater value from their marketing spend through strategic, commercially focused procurement. Tina has worked with global brands and agencies to drive efficiencies, improve ROI, and foster better client–agency relationships. She is a regular speaker, advisor, and industry commentator, known for advocating collaboration between marketing and procurement. Passionate about innovation and impact, Tina continues to influence best practices and champion the evolving role of procurement in delivering creative and commercial success.Here’s what we covered in this episode:- Why procurement is becoming more important within companies and what that means for agencies- How agencies can make themselves more attractive to companies with in-house procurement- The role of intermediaries in helping clients find new agencies to work with vs direct search- Tina's insights on the shift from agency-of-record relationships to project-based work and what this means for different sized agencies- The current state of AI adoption in marketing – and how to initiate conversations about AI with procurement- How to position “Output-based” pricing to Procurement …and lots more. You can connect with Tina Fegent here on LinkedIn: https://www.linkedin.com/in/tina-fegent-fcips-2103573/If you'd like to assess your “AI readiness for client retention and growth in your agency, you can go to my and take the quiz. It takes 3-5 minutes and you'll receive a report with tips for how you can incorporate AI into your client management workflow. https://accountmanagementskills.com/ai-account-manager-quiz/And if you don't want to miss my news on agency account management, mini trainings, podcast episodes etc sign up to my weekly newsletter here: https://bit.ly/AMSUpdates

Welcome to Episode 144. In this episode, Jenny Plant discusses how account managers can remain indispensable in the face of AI's transformative impact on marketing. She explores the current AI landscape from the perspectives of clients, agency owners, and account managers, introducing her Four P's framework for integrating AI into account management. The episode highlights real-world examples of AI applications, the importance of developing AI skills, and common pitfalls to avoid. Jenny concludes by emphasizing the necessity for account managers to lead the change in their roles as AI continues to evolve.The AI-enabled Account Accelerator is my flagship training and coaching programme that’s designed to help agencies unlock consistent client growth and retention – powered by both proven strategy and smart AI integration. This isn’t just theory. Past participants have seen up to 45% growth in revenue from existing clients.You’ll learn how to:Spot the best opportunities to grow your accounts fasterCatch and fix client issues before they escalateUse AI to prepare for meetings, summarise calls, and personalise commsShare fresh ideas with confidence and keep your clients loyal and happyApply a repeatable, strategic process that your whole team can followWhether you join the 12-week Sprint or the one-year programme, you’ll walk away with practical tools, coaching, and ongoing support. It’s for anyone who is managing client relationships and tasked with retaining and growing the account.The next intake kicks off on 16th September 2025 and we’ve already taken confirmed bookings. Visit the Account Accelerator training page and find out more or book a quick call with me to discuss if it’s the right fit. https://www.accountmanagementskills/account-accelerator

Welcome to episode 143. This episode continues our theme of AI integration into the agency business operations. My guest is Heather Murray, a generative AI expert, Top 5 MarTech influencer globally, international speaker and Founder of AI for Non-Techies (award-winning AI training and learning hub). Regularly featured in Forbes magazine, Heather brings energy and enthusiasm to the world of AI. Her accessible, jargon-free approach helps people overcome confusion, reluctance and fear when it comes to where to start. Heather has formed powerful working partnerships with the likes of Toyota, Mitsubishi and Salesforce, and drove $75m in client pipeline in 2023, all with the help of AI. Passionate about purposeful business, Heather uses 20% of all profits to run grassroots community work with isolated elderly people.Following my AI for client retention and growth webinar in July 2025, I’ve had lots of conversations with agency owners and account managers who are starting to embrace AI in their daily workflows.Here's what we cover in this chat:- Why agency owners don’t need to be tech experts to thrive with AI - How AI can help you deliver more value to clients without burning out the team- The risks of ignoring AI - and how to start experimenting safely and smartlyif you're thinking, "I really need to get serious about using AI in my account management role," then let me tell you about something coming up that could be perfect for you if you’re listening to this before September 16th 2025.The AI-enabled Account Accelerator is my flagship training and coaching programme that’s designed to help agencies unlock consistent client growth and retention - powered by both proven strategy and smart AI integration. This isn’t just theory. Past participants have seen up to 45% growth in revenue from existing clients. You’ll learn how to:✅ Spot the best opportunities to grow your accounts faster✅ Catch and fix client issues before they escalate✅ Use AI to prepare for meetings, summarise calls, and personalise comms✅ Share fresh ideas with confidence and keep your clients loyal and happy✅ Apply a repeatable, strategic process that your whole team can followWhether you join the 12-week Sprint or the one-year programme, you'll walk away with practical tools, coaching, and ongoing support. It’s for anyone who is managing client relationships and tasked with retaining and growing the account.The next intake kicks off on 16th September 2025 and we've already taken confirmed bookings. Head to https://www.accountmanagementskills.com  to find out more or book a quick call with me to discuss if it’s the right fit.