Why Automating Everything is The Wrong Move (And What to do Instead)

The Digital Project Manager

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:

• Join DPM Membership
• Subscribe to the newsletter to get our latest articles and podcasts
• Connect with Jim and Manu on LinkedIn
• Check out ETS Labs and Etech Global Services

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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)