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Content provided by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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Why Automating Everything is The Wrong Move (And What to do Instead)

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Manage episode 504363831 series 2286446
Content provided by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

AI is not eating all the jobs—but the story is more nuanced than the headlines suggest. In this episode, Galen Low sits down with Jim Iyoob (President of ETS Labs, CCO at Etech Global Services) and Manu Dwievedi (AVP at ETS Labs) to cut through the noise around large-scale AI transformation in customer experience. Together, they unpack what’s really happening in call centers worldwide, why AI is more about augmentation than replacement, and how organizations can implement AI without breaking the customer or employee experience.

From pragmatic strategies to leadership-level insights, this conversation tackles the real challenges of AI change management: how to start small, get quick wins, and bring people along for the journey. Whether you’re leading a CX transformation or navigating an AI project in any industry, you’ll leave with concrete strategies to make AI work for your team instead of against them.

Resources from this episode:

  continue reading

Chapters

1. Challenging AI Job Replacement Myths (00:00:00)

2. Podcast Introduction (00:00:51)

3. AI and Customer Experience Reality Check (00:02:13)

4. Human-AI Hybrid Operations Today (00:05:37)

5. Change Management: The 80% Solution (00:14:14)

6. Start Small: Three Things Approach (00:31:23)

7. Closing and Contact Information (00:38:03)

211 episodes

Artwork
iconShare
 
Manage episode 504363831 series 2286446
Content provided by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

AI is not eating all the jobs—but the story is more nuanced than the headlines suggest. In this episode, Galen Low sits down with Jim Iyoob (President of ETS Labs, CCO at Etech Global Services) and Manu Dwievedi (AVP at ETS Labs) to cut through the noise around large-scale AI transformation in customer experience. Together, they unpack what’s really happening in call centers worldwide, why AI is more about augmentation than replacement, and how organizations can implement AI without breaking the customer or employee experience.

From pragmatic strategies to leadership-level insights, this conversation tackles the real challenges of AI change management: how to start small, get quick wins, and bring people along for the journey. Whether you’re leading a CX transformation or navigating an AI project in any industry, you’ll leave with concrete strategies to make AI work for your team instead of against them.

Resources from this episode:

  continue reading

Chapters

1. Challenging AI Job Replacement Myths (00:00:00)

2. Podcast Introduction (00:00:51)

3. AI and Customer Experience Reality Check (00:02:13)

4. Human-AI Hybrid Operations Today (00:05:37)

5. Change Management: The 80% Solution (00:14:14)

6. Start Small: Three Things Approach (00:31:23)

7. Closing and Contact Information (00:38:03)

211 episodes

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