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

Sep 4, 2025 42 min

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

from The Digital Project Manager Hosted by Galen Low and Kelsey Alpaio

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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What this episode covers

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 ...

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

0:00 42:39

Chapters

  1. 0:00 Challenging AI Job Replacement Myths
  2. 0:51 Podcast Introduction
  3. 2:13 AI and Customer Experience Reality Check
  4. 5:37 Human-AI Hybrid Operations Today
  5. 14:14 Change Management: The 80% Solution
  6. 31:23 Start Small: Three Things Approach
  7. 38:03 Closing and Contact Information

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How long is this episode of The Digital Project Manager?

This episode is 42 minutes long.

When was this The Digital Project Manager episode published?

This episode was published on September 4, 2025.

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