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...
In “LaunchPad and the Sandbox: How TLCx Co-Creates What Doesn’t Exist Yet,” TLCx Chief Commercial Officer Bryan Gray shares a genuinely energizing idea: the most important conversation in CX transformation isn’t about fixing what’s broken today — it’s about building what doesn’t exist yet. Most conversations he has with clients focus on...
In “TLCx LaunchPad™ in Practice: Closing the Loop from Analytics to Agent Outcomes,” TLCx Chief Technology Officer DeJon Gaines draws on more than two decades in enterprise technology to make a pointed argument: the gap between data and action is where customer experience goes to die. You can build dashboards...
Customer experience is entering a new phase. In *”2026: The Year AI Transforms Customer Experience,”* TLCx Chief Commercial Officer Bryan Gray makes the case that AI in customer experience has crossed over from hype into real, measurable results. Long hold times and frustrated customers are giving way to AI 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.
