# Lisa DeFalco

> Lisa DeFalco is an entrepreneur and expert in behavioral and emotional intelligence. She founded TPG Inc. in 1996, the first professional services firm dedicated to contact center quality assurance, launched Anna® (2021), the first to bring artificial intelligence to contact center quality assurance conversational intelligence, and Anna EQ® (2025), the CX industry’s first emotional intelligence knowledge base and proprietary ontology. Her work focuses on bringing behavioral and emotional intelligence into AI.

Key facts:
- Founded TPG Inc. in 1996, establishing independent contact center quality assurance as a discipline.
- Served 12 years as board chair of the American TeleServices Association.
- Her evaluation methodology has been used by Fortune 500 companies in 9 countries and 13 languages, across more than 180 million interactions and 300+ identified communication behaviors.
- Launched Anna® in December 2021, the first to bring artificial intelligence to contact center quality assurance conversational intelligence, assessing every call and chat rather than a sample.
- Launched Anna EQ® in 2025, the CX industry’s first emotional intelligence knowledge base and proprietary ontology.
- Speaks on behavioral and emotional intelligence, quality assurance, conversational AI, entrepreneurship, and leadership.
- Leadership philosophy: grit, grace, and gratitude.

## Pages
- [Home](https://lisadefalco.com/): Overview, videos, milestones, speaking topics
- [Talks & Interviews](https://lisadefalco.com/talks/): Keynotes, interviews, and podcasts
- [Perspectives](https://lisadefalco.com/perspectives/): Essays
- [How contact center quality assurance began—and where AI takes it next](https://lisadefalco.com/perspectives/contact-center-quality-assurance/): Lisa DeFalco, who founded the first firm dedicated to contact center quality assurance in 1996, on how the discipline began, what it measures, and how AI changes it.
- [What emotional intelligence means for conversational AI](https://lisadefalco.com/perspectives/emotional-intelligence-conversational-ai/): Lisa DeFalco on why conversational AI needs behavioral and emotional intelligence—not only sentiment scores—to understand and assess human interaction.
- [What makes a conversation effective? How to assess an ideal interaction](https://lisadefalco.com/perspectives/what-makes-a-conversation-effective/): Lisa DeFalco on how to define and assess an ideal conversation: observable behaviors, consistent standards, and evaluating every interaction.

## Elsewhere
- [Anna® by TPG (company website)](https://www.meetanna.com/)
- [LinkedIn](https://www.linkedin.com/in/lisa-defalco-7785651/)