Buying a CX partner used to be easy to sell on a good story. Not anymore. In “The Proof Imperative,” TLCx Chief Commercial Officer Bryan Gray explains why. Today’s buyers — CFOs, COOs, procurement teams who’ve been burned before — want proof before they’ll even take the call. They want to see...
In “The False Choice Between Cutting Cost and Improving Experience — and How AI Ends It,” TLCx Chief Commercial Officer Bryan Gray takes on an assumption that’s shaped the outsourcing industry for decades: that cost and customer experience are locked on opposite ends of the same lever. Cut costs, and quality drops....
In “Governance Isn’t a Policy. It’s an Architecture Decision,” TLCx Chief Technology Officer DeJon Gaines pushes back on how most companies think about AI governance. Most conversations about it happen way too late — after the AI is already live, usually kicked off by a regulator’s question, an audit finding,...
In “The Coaching Revolution: How QI Is Changing What Good Leadership Looks Like in CX,” TLCx SVP of CX Delivery Kim Fox starts with a number that should stop any CX leader in their tracks: most traditional quality assurance programs only manually review 2-5% of calls. Out of every hundred conversations your agents...
In “LaunchPad and the Sandbox: How TLCx Co-Creates What Doesn’t Exist Yet,” TLCx Chief Commercial Officer Bryan Gray shares a genuinely energizing idea: the most important conversation in CX transformation isn’t about fixing what’s broken today — it’s about building what doesn’t exist yet. Most conversations he has with clients focus on...
In “TLCx LaunchPad™ in Practice: Closing the Loop from Analytics to Agent Outcomes,” TLCx Chief Technology Officer DeJon Gaines draws on more than two decades in enterprise technology to make a pointed argument: the gap between data and action is where customer experience goes to die. You can build dashboards...
In “The BFSI Loyalty Gap,” TLCx Chief Commercial Officer Bryan Gray makes a case that should worry any bank or insurer still competing on rates and features: the real risk isn’t product anymore, it’s service. Customers aren’t loyal because of an interest rate or a policy detail. They’re loyal —...
In “From Vendor to Value Creator: The New Scorecard for CX Partnerships,” TLCx Chief Commercial Officer Bryan Gray opens with a conversation he’s had more times than he can count over two decades: a procurement or CX leader asking, “we need to know how you’ll hit our SLAs.” He calls...
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...
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TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.
