AI is taking on the easy calls. In *”The Human in the Middle,”* TLCx Chief Commercial Officer Bryan Gray argues that what’s left for people isn’t a smaller job — it’s a harder one, and it needs a different kind of agent, leader, and partner to get right. Bryan Gray...
Where the Human Stays,” TLCx Chief Technology Officer DeJon Gaines argues that some decisions in regulated customer service require a person even when the AI is right.
A citizen doesn’t experience an agency as an org chart. They experience a hold time, a portal that asks them the same questions twice, a letter that contradicts the call, and a caseworker who can’t see what happened yesterday. In “Citizen Access Is the New Front Door,” TLCx makes the...
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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TLCx delivers people-first, AI-powered customer experiences, helping global brands transform customer journeys, build loyalty, and achieve secure, seamless results.
