WizeCamel Rebrands as TrueCX to Launch a New Gold Standard for Measuring Customer Experience

TrueCX introduces Experience Intelligence, which uses lifelike virtual customers to measure and improve customer interactions across every channel.

Fairview, Texas – December 2025 – WizeCamel, the company that first introduced lifelike AI phone simulations for agent training, has officially rebranded as TrueCX.

TrueCX was founded in 2024 with the mission of improving the way contact centers prepare their agents for real, high stakes customer interactions. Traditional methods such as mock calls, classroom training, and roleplays can’t accurately recreate the stress, emotion, and unpredictability that agents face on real customer calls. This leads to slower onboarding, costly errors, and higher churn.

The company’s foundational solution helped agents master calls faster and reduced supervisor burden by providing realistic, dynamic AI conversations through Intelligent Virtual Customers, or IVCs. IVCs behave like real customers and allow agents to gain confidence in a safe environment so they can reach proficiency faster.

This insight—that IVCs are the new gold standard in true-to-life call simulations—set the stage for a wider effort to extend their usefulness across the full customer experience.

With its transition to TrueCX, the company is now expanding IVC technology across the entire customer experience lifecycle.

Introducing Experience Intelligence

TrueCX’s new solution, Experience Intelligence, extends IVC capabilities beyond agent training. It lets companies audit and evaluate real customer experience across every channel.

“Our customers saw clear coaching gaps, yet their CSAT scores told them nothing new. That gap pushed us to evolve customer experience measurement beyond traditional surveys. TrueCX gives leaders the truth of the interaction so they actually know where to act.”

— Lonnie Johnston, TrueCX Founder and CEO

With TrueCX, every customer interaction is now digital and measurable, so companies can evaluate the real customer experience directly, rather than rely on survey memory and self-selection.

The company’s Experience Intelligence offering can call your support line, test your chat workflows, submit email inquiries, and evaluate the experience as a real customer would. In turn, companies receive accurate, direct data on core metrics like time to response, resolution rate, empathy, and more.

Experience Intelligence can also be directed outwards: TrueCX now has the capability to assess competitor performance on these key metrics, so you can establish a baseline for improvement and ensure your product is truly the best in the market.

Why Experience Intelligence Matters

Most companies rely on mechanisms like CSAT and NPS to assess customer experience. These metrics, while helpful, are incomplete: they give a score without a story, and rarely provide a clear path for improvement.

They capture what a customer remembers, not what they actually experience on a call.

Even if a company’s tech stack already includes metrics like average handle time and first call resolution, they are often shown in isolation rather than as part of a larger journey. A customer might reach out over email, then move to chat, and finally call into a voice channel. Most tools can’t evaluate this holistic experience from a customer perspective.

Experience Intelligence solves this problem. Acting as a real customer, IVCs evaluate your processes from end to end. They map the real steps customers take and expose delays, handoff issues, and broken paths that surveys alone can’t surface.

This shifts CX from opinion to evidence, which is the core purpose of TrueCX.

A Unified IVC Platform

TrueCX now offers three complementary solutions:

TrueCX Train prepares agents for real conversations in a true-to-life, risk-free environment
TrueCX Measure assesses your real customer experience so you know where to focus your improvements
TrueCX Compare shows you how your customer experience compares across the market.

All three solutions run on the same IVC engine, so training, measurement, and benchmarking draw from one continuous experience dataset. Together, the solutions give companies a clear view of their customer experience, and the tools they need to improve it—without surveys or stitched-together tools.

“Becoming TrueCX is our way of doubling down on how much value AI customers can bring across the entire customer experience. Launching the Experience Intelligence category feels like a natural next step, because it grew directly from what our customers have been asking for: a unified, evidence-based view of customer experience.”

— Maria Edington, TrueCX VP of Marketing

Learn More

Whether you want to improve agent training, understand the reality of your customer experience, or get a better sense of what your competitors are doing, TrueCX can provide you with a tailored, no-pressure demo.

Get in touch to learn more about TrueCX’s solutions.

Schedule a Demo

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