In “From AI Pilots to AI Mastery: The CTO’s Playbook for Scaling Intelligent CX in 2026,” TLCx Chief Technology Officer DeJon Gaines takes on one of the biggest headaches facing CX leaders right now: the gap between AI pilots and real, company-wide AI adoption. His argument is simple — the...
In “Beyond Outsourcing: How Strategic Partnerships Unlock Co-Creation and True Business Transformation,” TLCx Chief Commercial Officer Bryan Gray makes a warm but pointed case for rethinking outsourcing altogether. For too long, he says, it’s been treated as a simple transaction — hand off the work, hit the metrics, keep costs down. But...
We’re proud to announce the promotion of Sorabh Kaila to Chief Financial Officer (CFO) at TLCx. Sorabh is a strategic, data-driven finance leader with more than 20 years of experience across FP&A, business intelligence, pricing strategy, forecasting, and enterprise profitability. Throughout his career at organizations including Teleperformance, Aegis, and Global Vantedge,...
We’re excited to announce the promotion of Vincent Tierres, EMBA to Chief Operating Officer (COO) at TLCx. With 25 years of BPO and CX operations experience, Vince has built a reputation for operational excellence, disciplined execution, and consistently exceeding client and company performance expectations. In his role as COO, Vince oversees...
Community Health Centers are the backbone of accessible healthcare in the United States, providing essential primary and preventive care to underserved populations who often have nowhere else to turn. In “Transforming Healthcare Access. Strengthening Community Healthcare Centers,” TLCx — in partnership with Commonwealth Purchasing Group (CPG) — lays out how...
CPG partners with TLCx to modernize patient access and healthcare TLCx for health centers nationwide BOSTON, Feb. 26, 2026 /PRNewswire-PRWeb/ — CommonWealth Purchasing Group (CPG), a leading national group purchasing organization serving more than 900 community health centers and nonprofit healthcare organizations, today announced the addition of TLCx to the CPG Vendor...
In “Promoting a Human-First Culture in the Age of AI,” TLCx Chief Commercial Officer Bryan Gray makes a case that’s easy to say but harder to actually live by: technology alone isn’t enough. As AI reshapes how companies handle customer service — through automation, analytics, and smarter workflows — Bryan...
Today’s shoppers are digital-first by default, well-informed, and — as TLCx Chief Commercial Officer Bryan Gray puts it — impatient out of necessity. In *”Retail CX – Meeting the Demands of Digital-First Shoppers,”* Bryan Gray makes the case that this isn’t a passing trend caused by eCommerce growth or mobile...
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...
Customer experience is entering a new phase. In *”2026: The Year AI Transforms Customer Experience,”* TLCx Chief Commercial Officer Bryan Gray makes the case that AI in customer experience has crossed over from hype into real, measurable results. Long hold times and frustrated customers are giving way to AI agents...
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TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.
