Consumer banks are making two large investments that look, at first glance, like they contradict each other: pouring capital into branch networks while racing to deploy generative AI designed to keep customers out of branches entirely. In “Meeting the Bank Where the Customer Is,” TLCx Vice President of Banking and...
Every year, Medicare Advantage organizations enter a period of predictable operational intensity — and every year, that predictability still produces longer waits, repeat contacts, and frustrated members. In *”Beyond the AEP Surge,”* TLCx Chief Commercial Officer Bryan Gray argues that AEP and OEP are known operating conditions, not surprises, and...
Most banks have invested heavily in branch, mobile, and digital individually — and still end up with a customer experience in banking that feels like three different institutions. This paper’s central metaphor: a stool with three well-built legs of different lengths still won’t hold weight. Contact center leaders track deflection, digital teams...
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