Leadership and CX Podcast

As AI becomes easier for everyone to access, technology alone is no longer the biggest differentiator. The real advantage lies […]

Many businesses assume declining profitability comes from rising costs or the need for more employees. But often, the real problem […]

Technology is creating new opportunities for learning, connection, and growth.  But as AI, social media, and digital platforms become a […]

For many years, customer experience strategies focused heavily on finding the lowest cost delivery locations.  But today, AI, evolving customer […]

As AI continues to grow across organizations, teams are becoming faster and more efficient.  At the same time, leaders are […]

AI is moving faster than most organizations can keep up with. Every week brings new tools, new promises, and more […]

AI is moving faster than most organizations can keep up with.  Every week brings new tools, new promises, and more pressure on leaders to make the right calls.   But behind all the momentum, many CX and contact center leaders are still asking:  What actually works? What should we be paying attention to? And how do we prepare our teams for what’s coming next?  At this year’s Call Center Campus, ETS Labs brings together a candid and practical leadership conversation designed for leaders navigating AI, CX, and operational change in real time.  Jim Iyoob, Melissa Wood, and Valerie McSorley will lead this session, bringing together real-world experience, leadership insight, and practical perspective.  This is not another generic AI session.  It’s a direct conversation about what’s actually happening inside organizations today and what leaders need to do about it.  This Event Answers the Following Questions (and More)   Why do so many AI initiatives fail even with strong technology in place?   How can you quickly tell if a vendor is a true partner or just selling a solution?   What are the red flags leaders often miss during AI decision-making?   Where are the hidden operational gaps that AI alone won’t fix?   What does “leadership readiness” actually look like in practice?   How do you prepare your teams not just your tech for AI transformation?   What separates organizations that see ROI in months vs. those still struggling a year later?   What You’ll Walk Away With   This keynote goes beyond ideas; you’ll leave with clarity and direction.  Practical questions you can immediately use with vendors   A clearer view of where your organization may not be ready yet   Leadership frameworks to guide AI adoption   Real examples of what works (and what doesn’t)   Tangible takeaways you can apply as soon as you’re back   And just as importantly, it will be honest, energetic, and engaging.  Why This Conversation Matters Right Now   AI isn’t slowing down.  But many organizations are still trying to make sense of it while juggling day-to-day operations.  Vendors are moving fast. Expectations are rising. And the cost of getting it wrong is increasing.  What most leaders are realizing?  Technology isn’t the hardest part.  Readiness is.  The leaders who succeed won’t be the ones with the most tools— They’ll be the ones asking better questions, making clearer decisions, and preparing their teams the right way.  That’s exactly what this session is built to help you do.  Meet the Speakers   Jim Iyoob  Chief Revenue Officer, Etech Global Services | President, ETS Labs  Melissa Wood  Dean of Leadership Development, Etech Global Services  Valerie McSorley  Executive Producer, Call Center Campus    Join Us at Call Center Campus  📍 Wigwam Resort, Arizona 📅 May 17–20, 2026 Call Center Campus 2026 brings together contact center and CX leaders for a few days of honest conversations, practical learning, peer networking, and fresh perspectives on the future of leadership and customer experience.   If you’re leading teams through change, evaluating AI solutions, or preparing your organization for what’s next — This is a conversation you don’t want to miss.   👉 Register now: https://etslabs.ai/call-center-campus/

In today’s fast-changing world, many organizations are trying to adopt AI and improve customer experience. But often, the challenge isn’t the technology […]

In today’s fast-moving digital world, fraud is not slowing down – it’s evolving. And with AI becoming more powerful, both businesses and fraudsters are getting […]

Most teams don’t struggle because of a lack of training — they struggle because of a lack of connection. In this episode […]