Confessions of a CX Executive, Episode 5

In this episode of Confessions of a CX Executive, JP Dumas speaks with Jim Iyoob, President of ETS Labs and Chief Revenue Officer at Etech Global Services. Jim is a customer experience and AI executive with over 35 years in contact center operations, known for turning failed AI investments into measurable business outcomes and building QEval, a quality management platform used across the industry.

Tune in to the episode to hear about:

* Jim's five-level AI maturity ladder, and why he says 90% of companies stall out before ever reaching the top

* Why do so many AI rollouts get built by people who have never taken a single customer call?

* How one client's CSAT recovery jumped from 59% to 80% in six months after Jim's team rebuilt their model around real customer context instead of scripted word matching

* What's the real reason companies fix the agent but keep ignoring the actual customer journey?

* Jim's next build, a Vision Model planning to launch in summer 2026, closes the loop by verifying agents actually deliver on what they promised the customer

Learn more about Jim Iyoob:

* Connect with Jim on LinkedIn: https://www.linkedin.com/in/jimiyoob

* Follow Jim on Instagram: https://www.instagram.com/jim_iyoob

* Find Jim’s books here: https://us.amazon.com/stores/author/B0F9YYT685/allbooks?ingress=0&visitId=de2dbc4c-09cb-4127-8cb5-c3b7c6578f47

* Visit Etech Global Services: https://www.etechgs.com

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About Confessions of a CX Executive: Hosted by JP Dumas, this is where real talk meets real results. Through unfiltered conversations with CX and business leaders, the channel explores customer retention, operational execution, revenue growth, leadership, and the pressure behind performance. Part growth playbook, part leadership confessional, Confessions of a CX Executive dives into the decisions, mistakes, friction points, and business challenges that never show up on dashboards, quarterly reports, or conference stages.

* Subscribe to Confessions of a CX Executive video series on YouTube: https://www.youtube.com/@confessionsofacxexecutive

* Follow Confessions of a CX Executive account on Facebook: https://www.facebook.com/Confessionsofacxexec

Connect with JP Dumas:

* LinkedIn: https://www.linkedin.com/in/jpdumas1

* Book a discovery call: https://calendly.com/jpdumas23/30-minute-discovery-call-meeting?month=2026-05

Learn more about CX & Growth Strategies:

* Website: https://www.cxgrowthstrategies.com/

* LinkedIn: https://www.linkedin.com/company/cx-growth-strategies-llc