In a world where CX is being redefined daily by AI, automation, and rising customer expectations, staying ahead isn’t optional — it’s essential. TLCx Insights is our commitment to share forward-looking ideas and real-world learnings that help you stay ahead of disruption.
AI augmentation is transforming CX by enabling faster, more personalized, and empathetic interactions at scale—empowering brands to meet customer needs in real time
AI strengthens compliance by ensuring secure, transparent, and regulation-aligned customer interactions, reducing risk while maintaining trust.
Human + AI partnerships help CX experts deliver faster, more empathetic, and personalized journeys—with 86% of consumers in 2025 valuing AI for rapid problem resolution in service interactions.
By 2025, AI-driven omnichannel CX is expected to boost CSAT to ~67% (vs. 28% for disconnected multichannel) by creating seamless, personalized experiences across every channel.
Welcome to the playground of ideas where bold thinking meets real-world transformation. Here, you’ll uncover stories of how brands are reimagining loyalty, blending AI with empathy, and turning disruption into opportunity.
Whether you’re a C-suite leader mapping strategy, a CX professional seeking inspiration, or a tech enthusiast exploring AI’s role in service, this is your hub to stay ahead. Scroll, explore, and let every click take you one step closer to what’s next in customer experience.
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 to discover how agentic AI, human-AI blends, and ethical frameworks are creating positive disruption—elevating both customer and employee experiences without...
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 trust, and genuine human empathy. This blueprint outlines how leaders can evolve their models—keeping humans at the core while leveraging...
Please join us in welcoming Jim Knox-Malone, our new Vice President – Healthcare Solutions at TLCx! Jim brings over 30 years of leadership in Customer Experience (CX) and contact center transformation, partnering with many of the world’s most recognizable brands across healthcare, technology, retail, finance, and travel sectors. His healthcare journey began more than two decades ago when he led the development of a multi-site Medicare Part D experience delivery...
TLCx proudly announces the appointment of Dr. Zachary Ries as its first Chief Medical Officer, marking a transformative step in the company’s mission to redefine the healthcare patient experience. Dr. Ries is a Board-Certified Orthopedic Spine Surgeon with nearly eighteen years of clinical experience, currently practicing in Des Moines, Iowa. Born and raised in Dubuque, Iowa, he attended the University of Iowa for his undergraduate studies, medical school, and a...
We’re excited to announce that Kevin LaComb has joined TLCx as our new Vice President of Government Solutions! Kevin’s appointment marks a strategic step forward for TLCx. His experience and leadership will amplify our momentum in the government space. Kevin knows what it takes to win—and more importantly, how to deliver outcome-based solutions. With over 15 years of experience leading high-impact contact center operations and BPO engagements, Kevin brings deep expertise in...
In the contact center industry, every decision drives performance—and unlocking financial excellence requires visionary leadership. We are thrilled to welcome Sorabh Kaila to TLCx as our Director, Financial Planning & Analysis. With over 20 years of expertise in the contact center space, Sorabh brings an exceptional blend of financial acumen, data-driven strategy, and process optimization. Sorabh’s focus will be on enhancing financial performance and delivering transformative insights for our clients...
TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.
