Retail customer experience (Retail CX) is evolving rapidly as digital-first shoppers raise expectations across every channel. Today’s consumers expect fast, personalized, and seamless customer experiences across online, in-store, and assisted support environments. For modern retailers, delivering consistent omnichannel customer experience is no longer optional—it is a competitive necessity. This insight...
Technology Veteran to Accelerate AI Innovation and Advance Vision 2030 Iowa City, IA – February 2, 2026 – TLCx, a certified veteran-owned leader in customer experience (CX) outsourcing for Fortune 500 companies and enterprise clients, today announced the appointment of DeJon Gaines as Chief Technology Officer (CTO), effective February 2, 2026. With over...
Exciting news from TLCx! We’re thrilled to welcome DeJon Gaines as our new Chief Technology Officer (CTO), effective February 2, 2026. DeJon brings 20+ years of leadership in enterprise digital transformations from Conduent, Xerox, and Affiliated Computer Services. He’s driven measurable outcomes through cloud architecture, AI-driven solutions, cybersecurity, and high-performing teams—perfectly aligning tech...
Customer experience isn’t broken because companies don’t care. It’s broken because too many are still using yesterday’s playbook. Across every industry, the same patterns keep showing up: Frustrated customers. Burned-out agents. Leadership teams chasing the wrong metrics. The problem isn’t effort. The problem is alignment. That’s why Bryan Gray, Chief...
As we approach 2026, the CX landscape is on the brink of transformation. As our CCO Bryan Gray shares: ‘After two decades in CX, 2026 marks a genuine turning point: AI has matured from hype to measurable impact, with 45% of organizations reporting improved satisfaction through AI deployment.’ Swipe through this carousel...
As we step into the future of CX, we’re excited to share our latest thought leadership piece: “The Future of Customer Experience: A 2026 Blueprint for CX Leaders” by our Chief Commercial Officer, Bryan Gray. In 2026, customer expectations will demand a perfect balance of intelligent automation, real-time insights, regulatory...
Please join us in welcoming Jim Knox-Malone, our new Vice President – Healthcare Solutions at TLCx! Jim brings over 30 years of leadership in Customer Experience (CX) and contact center transformation, partnering with many of the world’s most recognizable brands across healthcare, technology, retail, finance, and travel sectors. His healthcare...
TLCx proudly announces the appointment of Dr. Zachary Ries as its first Chief Medical Officer, marking a transformative step in the company’s mission to redefine the healthcare patient experience. Dr. Ries is a Board-Certified Orthopedic Spine Surgeon with nearly eighteen years of clinical experience, currently practicing in Des Moines, Iowa....
We’re excited to announce that Kevin LaComb has joined TLCx as our new Vice President of Government Solutions! Kevin’s appointment marks a strategic step forward for TLCx. His experience and leadership will amplify our momentum in the government space. Kevin knows what it takes to win—and more importantly, how to deliver outcome-based...
In the contact center industry, every decision drives performance—and unlocking financial excellence requires visionary leadership. We are thrilled to welcome Sorabh Kaila to TLCx as our Director, Financial Planning & Analysis. With over 20 years of expertise in the contact center space, Sorabh brings an exceptional blend of financial acumen,...
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TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.
