Built by operators. Guided by the industry.

Jim Iyoob has spent more than 35 years inside contact centers, not advising from a distance, but running operations, making technology decisions, and living with the consequences of both.

He currently serves as President of ETS Labs and Chief Revenue Officer at Etech Global Services, a global BPO operating seven contact centers across the United States, India, and Jamaica, serving Fortune 500 clients across multiple verticals.

His career covers the full range of contact center operations: inbound and outbound voice, live chat, inside sales, workforce management, speech analytics, and the practical implementation of AI at production scale. That operational background is what separates him from most people talking about AI in this industry. He has run the deployments, measured the results, and worked through the failures that never make it into vendor case studies.

That experience led directly to ETS Labs, where the focus is building purpose-built AI tools for contact center environments. The flagship product, QEval®, is an AI-driven quality management platform that delivers 100% interaction coverage, real-time coaching, and deployment measured in days rather than months.

Jim is a recognized voice across the contact center and customer experience industry. He is a regular keynote speaker and panelist at major industry events including Customer Contact Week, Customer Connect Expo, and ICMI. He has appeared on numerous podcasts including First Contact: Stories of the Call Center and The CX Goalkeeper, where he speaks directly about AI integration, quality operations, workforce performance, and the realities of scaling contact center programs.

He serves on the Customer Contact Week Advisory Board, one of the largest customer contact event series in the world, and has been a judge for the Stevie Awards for Sales and Customer Service. He has co-authored five books on customer experience and AI, contributed to Contact Center Pipeline, Connections Magazine, CIO Review, and CMSWire, and has been named an ICMI Top 25 Thought Leader and inducted into the CX Hall of Fame.

Shawndra brings over 25 years of contact center experience to her executive role. Her deep understanding of operations and data-driven strategies drives QEval^®'s mission to redefine performance management.

Certified Data Scientist from Johns Hopkins University and a 3-Star IBM Recognized Data Expert, Shawndra directs QEval^®'s data analysis and insights generation capabilities. Her expertise spans operational excellence, project management, quality assurance, and performance optimization.

She leads strategic initiatives including refining data analytics methodologies, enhancing operational excellence strategies, and developing advanced QA and performance features.

Manu Dwievedi is Vice President of Product Strategy & Innovation at Etech Global Services and ETS Labs, where he works at the intersection of artificial intelligence and live contact center operations – an environment where most AI initiatives struggle to move beyond pilots into reliable, production-scale systems.

Over 13 years in machine learning and AI, his work has focused on a consistent problem: translating AI capability into operational performance. Rather than building isolated models or experimental use cases, he designs systems that integrate into existing workflows, are adopted by frontline teams, and deliver measurable outcomes in live environments.

At ETS Labs, he leads the development of four core platforms: QEval®, an omnichannel quality assurance system that evaluates 100% of customer interactions; Real-Time Agent Assist, which delivers live guidance to frontline agents during active conversations; Voice AI, which automates customer-facing interactions at enterprise scale; and Process Automation, which connects these systems into end-to-end workflows.

These systems collectively process over three billion interactions annually, deploy in under 30 days, and operate at enterprise-grade uptime across Global 2000 environments.

Manu leads a team of 300+ data scientists, analysts, and engineers, and holds an MIT certification in Data Science & Machine Learning, along with formal credentials in AI infrastructure, generative AI, and retrieval-augmented generation.

Robert brings a wealth of experience in strategy development, sales optimization, and technology leadership. As CEO of CreovAI, his expertise aligns with QEval^®'s mission to scale in the enterprise market.

Author of "Dashboard Selling" and "Strategy Roadmap," Robert focuses on strategic selling in complex environments and accelerating revenue growth. His experience as VP Sales at Computer Associates provides insights into large-scale enterprise technology implementations.

He guides QEval^® in go-to-market strategy, customer acquisition, sales optimization, and competitive positioning in the performance management space.

Dan brings a unique blend of entrepreneurial spirit and hands-on experience in contact center innovation. As co-founder of SymTrain, he created a platform that automates role-play and coaching exercises from real-world contact center challenges.

His focus on combining customer conversations with desktop navigation and video for training aligns with QEval^®'s comprehensive approach to performance management. His experience applying AI and ML to training scenarios enhances QEval^®'s analytical and predictive capabilities.

He guides QEval^® in training features, simulation methodologies, AI-driven coaching mechanisms, and driving KPIs including revenue, compliance, satisfaction, and retention.

Lydia is a Chief Transformation Officer, CX Thought Leader, and Business Transformation Strategist recognized for driving large-scale enterprise transformation across the Department of Defense, Retail, and Automotive industries.

Key achievements: Established an enterprise-wide Center of Excellence across 20+ business units. Accelerated decision-making by 30% through a standardized enterprise data strategy unifying 160+ KPIs. Enhanced service levels by 8% and customer satisfaction by 5% through AI-driven automation.

As Founder of The Pivot Solutions Group, she partners with C-suite executives to implement scalable, customer-centric transformation strategies. She also serves on the CCW Advisory Board, providing strategic guidance on AI innovation and digital transformation.