Leadership and CX Podcast

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...

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 itself – it’s how people, processes, and systems come together to...

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 smarter. In this episode of the Etech Leadership & CX...

Most teams don’t struggle because of a lack of training — they struggle because of a lack of connection. In this episode of the Etech Leadership & CX Podcast, Manu Dwievedi sits down with Jesse Pudles, CEO of SpotCorp...

In today’s experience-driven world, organizations are always looking for ways to improve customer experience. But often, the focus stays on what’s visible — scripts, channels, or technology — instead of what actually...

In a digital world full of choices, customers don’t just look for speed or convenience anymore. They look for something deeper — trust. In this episode of the Etech Leadership & CX Podcast, Jim Iyoob sits down with...

Every organization has a leadership strategy. Most of them stay on paper. In this episode of the Etech Leadership & CX Podcast, Melissa Wood sits down with Alex D. Tremble, Founder and CEO of GPS Leadership Solutions...

Your AI investment is growing. Your CX scores aren’t. Here’s why. Jim Iyoob and Bob Azman, Founder of InnovativeCX, break down the strategic gap between AI adoption and customer experience results — and the shift...

Every leader today is talking about AI. But the real challenge isn’t technology. It’s how leaders adapt. In this episode of the Etech Leadership & CX Podcast, Jim Iyoob sits down with leadership advisor and author Bill...

Every organization wants to deliver better customer experiences. And today, new technologies are opening up exciting possibilities to make that happen. But the real advantage comes from how well businesses prepare...

Every leader talks about strategy. But the best teams in the world start somewhere else. They start with culture. In this episode of the Etech Leadership & CX Podcast, well-known leadership expert Don Yaeger joins Etech...

Every organization talks about culture. Every leader talks about transformation. And now, everyone talks about AI. Yet many contact centers still struggle with the same challenge: Why doesn’t behavior change — even when...

Every contact center talks about quality, but very few can actually prove it at scale. Most organizations still rely on outdated QA models — small sample sizes, delayed feedback, subjective scoring, and dashboards...

Every business says customer experience matters — yet many organizations still treat it as a cost center instead of a growth driver. That disconnect is costing companies far more than they realize. In this episode of...