Means, motive, and opportunity: why LendingTree uses a crime framework to train CX empathy

CX Innovators · Mar 12, 2026 · 34m

Brock Thompson spent 22 years in digital insurance and financial services, starting as a call center agent and eventually becoming VP of Customer Fulfillment at LendingTree, where he oversees inbound and outbound calls, SMS programs, calls technology, and the company's AI voice division. Having sat on both sides of the phone shapes how he thinks about where technology belongs in high-stakes consumer conversations.

In this episode, he gets specific about how LendingTree built and justified their first consumer-facing AI voice product, how they brought skeptical call teams along, and why their…