Emma Derbyshire & Brittany Jarman — Agency vs. In-House: Why Communication Wins Every Time

Agency or in-house?

Oh, here we go again.

A debate that refuses to die, fueled by LinkedIn posts, bad experiences, and the occasional horror story.

But here’s the truth: it’s not versus. It’s not a fight. It’s a partnership.

Poor communication kills partnerships. Lack of trust kills growth. Bad vibes? They’ll sink you.

Emma & Britt take over the podcast this week to show you how to make agency + in-house collaboration thrive.

Emma Derbyshire & Brittany Jarman

Agency vs. in-house marketing. In this episode, Emma and Britt-two of eCom@One’s star strategists-take us through one of the most hotly debated topics in eCommerce and shine a light on what really drives successful growth: clear communication, collaboration, and knowing which model fits your stage of business.

Fresh from a panel at IRX where Emma faced three senior eCom managers, they share what surprised them most: not one of the retailers had a true horror story with an agency. Instead, they all agreed that strong communication was the biggest factor in success.

They explore the pros and cons of in-house, agency, freelancer, and hybrid models, and explain why hybrid often hits the sweet spot for growth. Along the way, they bust myths about cost, control, and the “us vs. them” mentality, and show why agencies that share knowledge with their clients are the ones you want to work with.

Whether you’re scaling fast, feeling burned by a bad experience, or just figuring out what comes next, this episode is packed with honest insights and practical advice to help you choose the right path and build better partnerships.

Listen to the full episode now, and don’t forget to vote on who wore the outfit best.

Topics Covered

00:04 — Introduction: Why agency vs. in-house is still a hot debate

01:32 — Panel recap: Communication comes up as the #1 success factor

04:52 — Why communication must go both ways — brands have to share too

06:15 — Busting the myth of endless “agency horror stories”

08:39 — How good agencies upskill in-house teams instead of gatekeeping

11:39 — How brands really choose agencies: trust, word-of-mouth, and good vibes

15:10 — The three models explained: freelancers, full in-house, hybrid — and when to use each

26:31 — Myth-busting: agencies are too expensive, in-house equals more control, and why it’s not “us vs. them”

37:44 — Key takeaways: communication, collaboration, and choosing the right model for your growth phase

39:13 — Emma’s advice for ambitious brands looking to scale