Deliverology is a monthly podcast hosted by Joanne Reid, Managing Partner - Service Delivery at Cactus.

Each month Jo will interview industry leaders and discuss their experiences and top tips for managing service delivery within an agency.

Subscribe to be notified when the next episode is available.

Designing the Future: AI, Creativity and Collaboration

Welcome to another episode of Deliverology! Today, we sat down with Charbel Zeaiter, a serial entrepreneur and designer from Sydney, Australia. Charbel’s career spans design, technology, education, and now, world-building through books, media, and games. In this episode, we explore his journey, the evolution of creative industries, and the role of AI in design and agency life.

Charbel shares insights into how the agency world has changed over the years, especially with technology advancements. He discusses the shift from long project timelines to compressed deadlines, the role of AI in streamlining creative processes, and the balance between efficiency and creativity. We also talk about the challenges agencies face when hiring freelancers, managing quality assurance, and adapting to evolving client expectations.

Listen now and discover:
* How #AI is reshaping creative workflows and reducing time-consuming tasks
* The evolving role of #agencies in a world where in-house teams are becoming more advanced
* The challenges of estimating creative work within project constraints
* How agencies can foster a culture of innovation and continuous learning
*The future of creative jobs and how AI is influencing industry roles

Charbel also introduces Fastest Zebra, an education initiative focused on equipping creatives with real-world business and collaboration skills. He shares insights into how agencies can nurture talent and prepare for the future of work.

Curious about the future of AI in business, this episode is packed with practical takeaways.

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Connect with our Host and Guest:
Host - Joanne Reid
Guest - Charbel Zeaiter
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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 
cact.us

The Growth Triangle: Delivery/Ops, Finance and Marketing/Sales

Welcome to another episode of Deliverology! In today’s episode, we are diving into the agency triangle, focusing on the interconnected dynamics between delivery and operations, finance, and marketing. 

Joanne Reid is joined by Dan Archer, who leads agency growth marketing consulting at Cactus, and Alfie Wenegieme, a chartered accountant and managing partner at Cactus. Together, they explore how these three core functions drive success in agencies and discuss practical insights to align them for optimal growth.

They touch on how project managers play a pivotal role in bridging the gaps between finance, delivery teams, and marketing. They discuss topics such as the importance of marketing in sustaining agency growth, aligning finance strategies with delivery operations, and managing client relationships effectively. 

Key themes include:
Building internal communication processes, understanding commercial impacts, and prioritising tasks to balance profitability and client satisfaction.

Listen now and discover:
* The essential role of project managers in maintaining agency alignment.
* Practical strategies to connect finance, marketing, and delivery teams.
* How agencies can prioritize marketing without compromising on client work.
* Insights into building effective client relationships and managing profitability.
* Tips for agencies to start the year with aligned goals and robust processes.

Stay tuned for more roundtables and discussions in 2025 as Deliverology continues to bring you actionable insights from industry experts.

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Connect with our Host and Guests:
Host - Joanne Reid [https://www.linkedin.com/in/joanne-reid-cactus/]
Guests - Alfie Wenegieme [https://www.linkedin.com/in/alfie-wenegieme/]
Dan Archer - [https://www.linkedin.com/in/archerdan/]
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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

cact.us

Welcome to another episode of Deliverology! Today, we’re excited to feature Rodrigo Steed, a seasoned expert with over 20 years of experience in project management across corporate and creative fields.

Rodrigo’s career journey began in finance at IBM, but he soon found his passion in project management, where creativity meets structure. From managing large-scale art exhibitions in Brazil to transitioning into digital project management in London, Rodrigo’s expertise spans diverse industries. In this episode, he shares how he’s adapted to the fast-evolving digital marketing world, mastered agile methodologies, and navigated multi-agency collaboration.

Listen now and discover:

• Rodrigo’s tips for balancing budgets and client expectations in fast-paced environments
• How to lead complex projects in both corporate and creative settings
• Best practices for thriving in digital marketing and multi-agency collaborations

Whether you're managing events or overseeing tech transformations, Rodrigo’s insights will help you elevate your project management skills and drive success. Tune in to catch the full episode now!

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Connect with our Host and Guest:

Host - Joanne Reid
Guest - Rodrigo Steed

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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

cact.us

Welcome to another episode of Deliverology! Today, we’re thrilled to feature Natalie, a vital part of the team at manifesto, where she embodies the values of diversity, equity, and inclusion.

Natalie’s journey into project management is both unexpected and inspiring. After a decade in banking, she discovered her passion for leading change and embraced the dynamic environment of the agency world. Her experiences at manifesto have shaped her approach to project management and team leadership.

In this episode, Natalie shares her transition from project manager to line manager, emphasizing the importance of clear expectations and strong relationships. She discusses how to navigate the challenges of agency work, build community among teams, and foster client partnerships through transparency and communication.

Listen now and discover:

• How Natalie encourages hands-on learning and mentorship within her team
• Strategies for maintaining connections in hybrid work environments
• Insights into improving client satisfaction and streamlining workflows

Whether you’re navigating project management or leading an agency, Natalie’s insights will empower you to elevate your leadership approach and strengthen client relationships. Tune in to catch the full episode now!

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Connect with our Host and Guest:

Host - Joanne Reid
Guest -Natalie Volichenko

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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

cact.us

Turning Client Service into Lasting Partnerships: Winning Strategies for Agency Teams

Welcome to another episode of Deliverology! Today, we’re excited to feature Emily Brown, the Client Service Director at Receptional.

Emily’s journey through the world of client service is truly inspiring. With over a decade of experience in account management and digital marketing, she’s perfected the art of building and nurturing client relationships. From her early days in branding agencies in London to leading client service teams in Australia, and now driving innovation at Receptional, Emily’s story is a testament to her dedication and expertise.

In this episode, Emily shares her transformative career path, focusing on how she shifted from transactional interactions to forging genuine partnerships with clients. Discover how she’s redefined client service with a client-centric approach and what strategies she’s implemented to exceed client expectations.

Listen now and discover:
How Emily transitioned from traditional client service to a partnership-focused model
The key strategies she’s used to elevate client service at Receptional
Insights into the pivotal moments of her career and her vision for future growth

Whether you’re a project manager or an agency leader, Emily’s insights offer valuable lessons on enhancing your client service skills and building meaningful relationships. Don’t miss out—listen to the full episode now!

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Connect with our Host and Guest:
Host - Joanne Reid [https://www.linkedin.com/in/joanne-reid-cactus/]
Guest - Emily Brown [https://uk.linkedin.com/in/emily-brown-5073993a]
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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 
cact.us

Welcome to the sixth episode of Deliverology! Today's episode is a takeover! We're interviewing Joanne Reid, a managing partner at Cactus and a legend in the service delivery game.

Joanne fell into digital marketing and project management by accident. After studying journalism and marketing, she landed a marketing assistant role at a small digital agency. Recognizing her talent for project management, she transitioned into a project manager role, eventually leading the project management team.

Joanne has experience working at various agencies, including Sagittarius, Linemaker, Graphite Design, and now Cactus.

Listen now and discover:

• The Role of a Project Manager
• Causes of Delivery Issues
• The Importance of Project Management for Profitability
• When to Hire a Project Manager

Listen now and learn the importance of project management in ensuring smooth project delivery and agency profitability.

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Connect with our Host and Guest:

Host - Joanne Reid
Guest Host - Alfie Wenegieme

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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

cact.us

Welcome to the sixth episode of Deliverology! Today’s episode dives into the fascinating journey of Jess, a project manager who stumbled into the role and thrived.

Jessica Amos' path to project management was anything but ordinary. She started with a temp job and quickly discovered a passion for the collaborative nature and fast-paced world of project delivery.

We'll hear about the challenges she faced as a junior PM in a new agency,  including the lack of clear direction and the struggle to find her own voice.

Listen now and discover:
How Jess overcame the challenges of being a new PM
The specific strategies she uses to keep communication clear and concise
Valuable tips for project managers of all levels, from junior to senior
How Jess transitioned from working in an agency to an in-house role

Jess's story is an inspiration to anyone looking to grow and succeed in project management. Tune in and gain valuable insights to take your own PM skills to the next level!

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Connect with our Host and Guest:
Host - Joanne Reid
Guest - Jessica Amos
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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus

Welcome to the fifth episode of Deliverology! In today’s episode we will unlock the secrets of successful agency tool migrations.  Discover how to harness the power of #AI, streamline processes, and empower your team to become #ServiceDelivery heroes!

Is the thought of migrating to a new #ProjectManagement tool sending shivers down your spine? Our guest, Aldo Chavez, a change management and digital transformation expert, shares real-world experiences and insights to guide you through the entire process.

Learn how to  avoid common pitfalls,  ensure smooth data integration, and leverage AI to automate tedious tasks, freeing your team to focus on what matters most: delivering exceptional client service.

Listen now and discover:

- How to navigate the tool selection process and choose the perfect fit for your agency's needs

- Strategies to streamline data analysis and reporting, saving you time and boosting your KPIs

- Proven techniques to gain leadership buy-in and secure the resources you need for success

- Practical tips for fostering team adoption and turning hesitant colleagues into tool champions

- A step-by-step approach to project implementation that minimizes disruption and maximizes results

Don't miss out on this game-changing episode! Tune in now and discover how AI and streamlined tools can empower your agency to deliver exceptional service and achieve outstanding results.

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Connect with our Host and Guest:
Host - Joanne Reid
Guest - Aldo Chavez
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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

Welcome to the fourth episode of Deliverology! Today’s episode unlocks the secret weapon to achieving client satisfaction: client feedback.

Our guest, Remeny Armitage, Founder of Brilliant and Human, a professional service that understands what their clients truly think of them by proactively listening to people and getting invaluable insights to help them be more strategic.

She reveals how regular client feedback sessions can be a goldmine for project managers. You'll discover how to use it to identify and solve common client grievances, build trust, and ultimately, nurture strong, long-lasting relationships.

Listen now and discover:

• The top 3 client satisfaction killers and how to avoid them
• Powerful communication strategies to keep your clients in the loop
• Actionable steps to turn client feedback into project wins

Feeling overwhelmed by frustrated clients? This episode is your roadmap to client service success. Tune in and start turning those frowns upside down!

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Connect with our Host and Guest:

Host - Joanne Reid
Guest - Remeny Armitage

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This episode was brought to you by: Joanne Reid - Managing Partner at Cactus 

cact.us