Lisa DeFalco, TPG TeleManagement


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Speaking Session: Returning Humanity to our Communications

A recognized thought-leader in the Customer Experience and Quality Assurance market, Lisa has more than 29 years of experience assessing contact center interactions, diagnosing quality gaps and improving communications to drive business returns. As the founder of the Independent Quality Assurance market, she coined the term “IQA” and worked to establish a diagnostic product methodology that would result in the creation of a linguistic model that is statistically linked to corporate performance indicators (to allow for predictive business intelligence modeling).

As the founder of TPG TeleManagement, Lisa’s expertise is the result of years of call listening experience coupled with hands-on contact center improvement experience. Her research includes 180 million data points involving consumer experience preferences and business outcome drivers, across 7 languages and 13 countries.

Today, Lisa serves as TPG’s Chief Executive Officer and its Chief Product Designer, sharing the learnings that TPG’s Research has garnered of truly understanding how to connect with customers to ensure loyalty and longevity.