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Jim Iyoob

President, ETS Labs | Chief Customer Officer, Etech Global Services

Jim Iyoob directs AI implementation strategies focused on delivering quantifiable returns in operational contact center environments. As President of ETS Labs and Chief Customer Officer at Etech Global Services, he connects AI innovation with proven operational frameworks.

His 35-year tenure in contact center operations established a core observation: AI implementations typically fail when developed in isolated laboratory settings rather than operational environments. ETS Labs addresses this gap through QEval, an AI-powered quality management platform that provides 100% interaction coverage, real-time coaching capabilities, and deployment timelines measured in days rather than months.

At Etech, Jim oversees global sales and quality assurance operations, directing the company’s transition from traditional BPO services to data-driven operational models. His approach analyzes insights from over one billion customer interactions to identify competitive advantages for client organizations. His operational principle: implementations must demonstrate tangible improvements in customer experience and operational efficiency to merit deployment.

Jim has co-authored five books addressing customer experience and AI applications, presents at industry conferences, and contributes insights to trade publications.

Kim Howell

Chief Operating Officer – Ascent Business Partners

Kim Howell, a seasoned C-level executive, boasts over 25 years in contact centers, emphasizing digital transformation and growth strategy. As the recent COO and Chief People Officer, she managed a global presence across 7 countries.

Proficient in the full CX process, Kim excels in strategy, execution, and driving tech innovation. Renowned for navigating uncharted areas and collaborating with stakeholders, her hands-on approach and knack for integrating people and technology have consistently propelled company success.

Manu Dwievedi

AVP, Product Strategy & Innovation, ETSLabs

Manu Dwievedi directs product strategy at ETSLabs, developing AI platforms designed to address operational contact center requirements. He oversees QEval’s conversational analytics architecture and ICE’s agentic AI orchestration platform—systems that process billions of interactions annually while maintaining enterprise implementation timelines under 30 days.

With more than ten years of experience in enterprise AI deployment, Manu concentrates on developing solutions that address the operational adoption challenges that often limit AI capability utilization. At ETSLabs, he leads development of platforms engineered to resolve data fragmentation and integration obstacles that frequently compromise enterprise AI initiatives.

His methodology emphasizes practical deployment protocols and measurable outcomes, partnering with Fortune 500 organizations to deliver AI implementations that produce quantifiable returns while establishing operational confidence.