The Cognitive Crucible is a forum that presents different perspectives and emerging thought leadership related to the information environment. The opinions expressed by guests are their own, and do not necessarily reflect the views of or endorsement by the Information Professionals Association.
During this episode, Lisa DeFalco discusses her 25-year journey in the business of communications analysis. Her firm’s newest AI based technology, Anna, is transforming TPG into an industry leading customer experience technology firm. Their platform evaluates communication effectiveness on a series of over 300 identified communication behaviors. We discuss implications and applications of this technology.
Lisa DeFalco founded the Independent Quality Assurance market, starting both an industry and a movement with the phrase “this call may be monitored for quality assurance.”
Opening TPG in 1996, Lisa has designed the methodology that the Fortune 500 uses to define a “good call.” That methodology is in place among the largest corporations on the globe in 9 countries and 13 languages, and applied across 180 million interactions and growing.
Throughout Lisa’s 30 years in the contact center industry, she has served on the industry’s trade association (American TeleServices Association/PACE) as its Board of Director Chairwoman. During her 12-year tenure as the Chairwoman and Board officer, she has met with governmental regulators and members of Congress to advocate the value of contact centers in support of American business communication with consumers. During her tenure, she formed the industry’s Self-Regulatory Organization (SRO) with the cooperation of industry and federal regulators to define compliant consumer protection standards for contact center communication, earning leadership recognition for federal and state regulatory compliance knowledge.
As the CEO of TPG, Inc., Lisa is the visionary behind TPG’s products, delivery model, and the innovative path to incorporate its proprietary evaluation methods within AI technology, including their newest AI based technology Anna, transforming TPG into an industry leading CX technology firm.
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