DeJon Gaines, Chief Technology Officer (CTO), TLCx
CX outsourcing provider TLCx has appointed DeJon Gaines as Chief Technology Officer, as the company accelerates its AI and digital transformation strategy under its Vision 2030 roadmap.
A certified veteran-owned and employee-owned CX services firm, TLCx supports Fortune 500 and enterprise clients with end-to-end customer experience outsourcing. Gaines brings more than two decades of executive leadership in large-scale digital transformation, with deep expertise across cloud architecture, AI-driven platforms, cybersecurity, and global technology operations.
Prior to joining TLCx, Gaines held senior leadership roles at Conduent, Xerox, and Affiliated Computer Services, where he led enterprise-wide initiatives focused on intelligent automation, data-driven insights, and operational modernization to improve both business outcomes and customer experiences.
In his new role, Gaines will own TLCx’s end-to-end technology strategy, including the continued evolution of TLCx LaunchPad™, the company’s modular CX transformation platform. LaunchPad is designed to scale across foundational service delivery, AI augmentation, and collaborative innovation, with a focus on explainable AI, real-time agent guidance, and unified 360-degree customer visibility.
Technology leadership will also be central to advancing TLCx Vision 2030, the company’s long-term strategy focused on sustainable value creation through responsible AI, ESG alignment, and human-centered innovation.
DeJon Gaines said:
“I joined TLCx because this team is poised to make technology a genuine growth driver, not just a support function. 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.”
Founder and CEO Tom Cardella emphasized the strategic importance of the appointment, highlighting the alignment between technology innovation and company culture:
“DeJon is a proven transformative leader whose AI and digital expertise perfectly complements our people-first culture. He will accelerate Vision 2030 and solidify TLCx LaunchPad™ as the foundation for scalable, future-ready CX innovation.”
From a commercial perspective, , TLCx Chief Commercial Officer Bryan Gray said the appointment strengthens the company’s ability to deliver integrated, high-impact CX solutions:
“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.”
As TLCx continues to invest in responsible, AI-enabled CX capabilities, Gaines’ leadership is expected to play a key role in scaling innovation while maintaining trust, compliance, and empathy across customer interactions.