In this episode of The Elusive Consumer, host Ellie Tehrani sits down with Ilyas Iyoob, Head of Global Research at Kyndryl, to explore how enterprise leaders can master the delicate balance between AI automation and human expertise in mission-critical environments. From implementing AI in the world's largest IT services infrastructure to understanding when automation enhances versus undermines customer experience, Ilyas shares insights on strategic AI deployment that treats technology as a "rookie with speed and precision" rather than a replacement for human judgment, revealing how organizations can leverage AI's capabilities while preserving the irreplaceable value of human insight and domain expertise.