Insights

Most organizations don’t have an AI problem.They have a scale problem. Across CX teams, AI pilots are everywhere—chatbots, summarization tools, routing models. Individually, they show promise. But without the right operating model, they fail to translate into real business impact. In this latest perspective from TLCx, we break down what separates AI...

Outsourcing, as most organizations still practice it, is broken. For years, it has been treated as a cost lever—optimize spend, enforce SLAs, and extract efficiency. But in an era defined by AI acceleration, rising customer expectations, and constant disruption, this transactional mindset is no longer just outdated—it is a competitive...

Across the United States, Community Health Centers are the frontline of care for millions of Americans. But rising patient volumes, staffing shortages, regulatory complexity, and growing digital expectations are creating a perfect storm. When call queues grow longer and scheduling becomes fragmented, patients feel it first — and in healthcare,...

Customer experience is entering a new era—one shaped by artificial intelligence, automation, and data-driven decision-making. Yet as organizations accelerate AI adoption, one truth remains constant: customer experience is, and always will be, a human business. This perspective explores how forward-thinking organizations are promoting a human-first culture in the age of...

Retail customer experience (Retail CX) is evolving rapidly as digital-first shoppers raise expectations across every channel. Today’s consumers expect fast, personalized, and seamless customer experiences across online, in-store, and assisted support environments. For modern retailers, delivering consistent omnichannel customer experience is no longer optional—it is a competitive necessity. This insight...

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...

As we approach 2026, the CX landscape is on the brink of transformation. As our CCO Bryan Gray shares: ‘After two decades in CX, 2026 marks a genuine turning point: AI has matured from hype to measurable impact, with 45% of organizations reporting improved satisfaction through AI deployment.’ Swipe through this carousel...

As we step into the future of CX, we’re excited to share our latest thought leadership piece: “The Future of Customer Experience: A 2026 Blueprint for CX Leaders” by our Chief Commercial Officer, Bryan Gray. In 2026, customer expectations will demand a perfect balance of intelligent automation, real-time insights, regulatory...

Authored By: Bryan Gray – Chief Commercial Officer, TLCx In healthcare, every interaction is a moment of care. In a system built on outcomes, each patient conversation presents an opportunity to earn trust and drive value. When patients reach out—whether to schedule an appointment, understand coverage, or navigate billing—they aren’t...

For years, businesses saw contact centers as cost centers—essential but expensive, with little direct impact on revenue. But in reality, a well-optimized contact center is one of the most valuable assets in a company’s growth strategy. With the right mindset, technology, and talent, it can evolve into a profit powerhouse...