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 Commercial Officer at TLCx, has released a new strategic insight:
Six Critical CX Lessons — And Why the Old Playbook No Longer Works
This isn’t another “more tools” story. It’s a hard look at what actually drives results:
• Why self-service only works when it truly works
• Why empowered agents know when to deviate to advocate
• Why asking for CSAT while issues persist damages trust
• Why loyalty is borrowed, not owned
• Why competitors are one bad experience away
• And why the real cost of poor CX is lost lifetime value
Most CX “solutions” focus on technology. TLCx LaunchPad™ focuses on outcomes.
By aligning people, process, technology, and governance, Bryan shows how organizations can move beyond scripts and surface-level fixes — and build experiences that create real loyalty, real advocacy, and real growth.
Human-First. Tech-Powered. Results-Led. Adaptable by Design.
Ready to throw out the old playbook and build CX that actually performs?
🗓️ Book a consultation at [email protected]
🌐 Visit tlcx.com
Access the TLCx Strategic Insight: Six Critical CX Lessons and Why the Old Playbook No Longer Works
