BEHAVIORAL & EMOTIONAL INTELLIGENCE
I’m Lisa DeFalco—entrepreneur, visionary, and expert in behavioral and emotional intelligence. I’m leading the way in translating knowledge of human interaction into the intelligence that shapes AI.
Founder of Anna®, the voice of humanity. Visit us at meetanna.com
Explore my perspective
VIDEO
MY POINT OF VIEW
BEHAVIORAL INTELLIGENCE
A conversation is more than a transcript. How we listen, respond, and acknowledge another person shapes what happens next. Those behaviors are the foundation of my work in understanding interaction.
EMOTIONAL INTELLIGENCE
Recognizing emotion is a starting point. The deeper question is how we respond to it. My focus is on turning knowledge of empathy, trust, and connection into standards that guide better conversations.
THE AI ERA
My vision is to bring behavioral and emotional intelligence into the foundation of AI—so the way we assess an interaction reflects a deeper understanding of the people taking part.
THE FOUNDATION OF MY WORK
“This call may be monitored
for quality assurance.”
A familiar phrase. A lifelong pursuit of what makes human interaction work.
FROM INDUSTRY CREATOR TO AI VISIONARY
I created the contact center quality assurance industry around a question that continues to drive my work: what makes a conversation effective?
As an entrepreneur, I built the standards the Fortune 500 and the largest, most respected brands in the world use to define an ideal conversation. That work gave contact centers a shared rubric for understanding and assessing their interactions with customers.
I led the way in taking that rubric and building the first AI capability to assess contact center conversations. Today, I’m advancing that vision by bringing behavioral and emotional intelligence-based knowledge into the AI era.
The connection is direct: understanding people is the foundation for building technology that can meaningfully assess how we communicate.
MILESTONES
The first professional services firm dedicated to contact center quality assurance—the discipline behind “this call may be monitored for quality assurance.”
Twelve years as board chair of the industry’s trade association, advocating for regulatory compliance across contact centers.
My evaluation methodology has been applied by Fortune 500 companies in 9 countries and 13 languages, across more than 180 million customer interactions and 300+ identified communication behaviors.
The first to bring artificial intelligence to contact center quality assurance conversational intelligence, bringing decades of human-evaluated conversations to scale so every call and chat can be assessed, not just a sample.
The customer experience industry’s first emotional intelligence knowledge base and proprietary ontology, built on three decades of research into how people communicate—capable of assessing and designing all conversations, human and agentic, globally.
MY LEADERSHIP BELIEF / THE THREE Gs
This is how I lead. These three beliefs guide how I develop my visions for the future of emotional intelligence—and how I bring those visions into the AI era.
The resolve to pursue a vision, work through difficult questions, and keep building when the path forward isn’t clear.
The commitment to lead with empathy, listen with openness, and make room for people to learn and grow.
The practice of recognizing the people, experiences, and shared effort that make progress possible.
The future I envision starts with the way I lead today.
A CONVERSATION WORTH HAVING
That is the conversation I’m here to lead.
For enterprise leaders, AI builders, and anyone thinking about the future of human interaction, behavioral and emotional intelligence belong at the center of the discussion.
I share my perspective on the knowledge behind better conversations, the role of emotional intelligence in AI, and what leaders should be asking as these capabilities evolve.
Let’s shape what comes next.
Connect with me on LinkedInPUBLIC SPEAKING
I’m a recognized public speaker on behavioral and emotional intelligence, quality assurance, conversational AI, entrepreneurship, and leadership. I bring the perspective of an industry creator and entrepreneur to the questions shaping our future.
Planning an event? Contact me about public speaking engagements and the conversation you’d like to bring to your audience.
Inquire about speaking on LinkedIn