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The Coaching Revolution: How QI Redefines CX Leadership

The Coaching Revolution: How QI Is Changing What Good Leadership Looks Like in CX?

June 1, 2026/

In “The Coaching Revolution: How QI Is Changing What Good Leadership Looks Like in CX,” TLCx SVP of CX Delivery Kim Fox starts with a number that should stop any CX leader in their tracks: most traditional quality assurance programs only manually review 2-5% of calls. Out of every hundred conversations your agents...

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TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.