TLCx, a certified veteran-owned leader in customer experience outsourcing for Fortune 500 and enterprise clients, has appointed DeJon Gaines as Chief Technology Officer. Gaines brings over 20 years of executive experience in digital transformation, AI, cloud architecture, cybersecurity, and global team leadership to drive technology alignment with business objectives.
Quick Intel
DeJon Gaines joins TLCx with a strong background in deploying advanced technologies to improve operational efficiency and customer experiences at scale. His prior roles involved leading large initiatives that combined intelligent automation, data insights, and global collaboration to achieve measurable business results.
In his new position, Gaines will direct the company's technology roadmap, with a primary focus on enhancing TLCx LaunchPad™. This platform offers modular capabilities tailored to client requirements, spanning core delivery operations, AI-powered augmentation, and collaborative innovation tools. It incorporates explainable AI, real-time guidance for agents, and comprehensive customer visibility to ensure scalable, empathetic, and compliant experiences.
Gaines will also contribute significantly to TLCx Vision 2030, the strategic framework that integrates responsible AI practices with human ingenuity to create long-term value for clients, employees, and the environment. This ESG-focused approach reinforces TLCx's position as a partner delivering trusted, future-ready customer experience solutions in a dynamic market.
"I joined TLCx because this team is poised to make technology a genuine growth driver, not just a support function," said Gaines. "The most powerful technology strategies are those that create tangible value for clients. I'm focused on building solutions that give our clients measurable competitive advantages, and leveraging AI, advanced analytics, and cloud innovation to deliver outcomes that truly matter."
"DeJon is a proven transformative leader whose AI and digital expertise perfectly complements our people-first culture," said Tom Cardella, Founder and CEO of TLCx. "He will accelerate Vision 2030 and solidify TLCx LaunchPad™ as the foundation for scalable, future-ready CX innovation."
Bryan Gray, Chief Commercial Officer, added: "DeJon's arrival enables us to deliver even more integrated, high-impact solutions—combining our human-centered expertise with next-gen AI, cloud, and automation. We're excited to help clients scale empathy, achieve better outcomes, and gain a true competitive edge."
With Gaines at the helm of technology, TLCx is better equipped to scale responsible AI-enabled customer experience solutions, blending operational excellence with innovation to support clients across key industries.
About TLCx
Founded in 2007 by U.S. veteran Tom Cardella, TLCx is a certified veteran-owned, 100% employee-owned customer experience (CX) provider delivering end-to-end, customized outsourcing solutions for Fortune 500 and enterprise clients. With U.S.-based leadership and global operations, TLCx supports voice and digital channels, back-office services, multilingual programs, and omnichannel orchestration across industries including Healthcare, Government, BFSI, Retail, Energy, and Media & Entertainment. Guided by a people-first culture, operational excellence, and intelligent automation, TLCx transforms every interaction for consumers, patients, members, and citizens.
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