In our latest episode of ANA Champions of Growth, host Matthew Schwartz talks with Caroline Reed, founder and CEO of Creed Consulting, about how to improve agency-client relations and stem the growing tide of agency account reviews among brands and organizations. Agency churn spiked amid the pandemic, with nearly one-third of U.S. companies wanting to switch their ad agency in the next six months, according to a 2021 survey released from marketing matchmaker firm setup (the last year for which such stats are available). Reed stresses that both sides need to be clearer on supply and demand as well as what long-term success looks like. She also recommends that with people’s interactive skills becoming a bit rusty due to working from home more frequently, agency and client folks may need to relearn some basic rules of communication.