About TPG

Creating the Ideal Conversation

At TPG, we deliver intelligent CX through AI analysis backed by 20 years of customer interaction insights. With capabilities ranging from acquisition to risk management, we’re proud to help our partners create the Ideal Conversation™, driving connections, resolution, and loyalty with customers and prospects.

Be the voice of humanity in a digital world by connecting businesses to ideal customer experiences.

Our Mission

Built on Experience

TPG has offered customer experience solutions to Fortune 1000 clients for over two decades. In 1996, TPG became the first dedicated professional services firm to offer independent quality assurance services to measure contact center customer experience. By blending AI and human intelligence while leveraging 20+ years of proprietary learnings, we have proudly established ourselves as the industry standard in transformative CX. Today, the TPG Customer Experience Platform® continues to improve customer interactions and drive ROI opportunities for our partners around the globe.




Lisa DeFalco

CEO and Founder

A thought-leader in the Customer Experience and Quality Assurance market, Lisa DeFalco has 30 years of experience assessing contact center interactions, diagnosing quality gaps, and improving CX to drive business returns. Founder of the Independent Quality Assurance market, she coined the term “IQA” and established predictive business intelligence modeling.With experience in 70+ contact centers for over 40 BPOs & corporations, Ms. DeFalco offers significant insights on driving behavioral change through CX. Today, she serves as TPG’s Chief Executive Officer and Chief Product Designer, guiding design and delivery of the TPG Customer Experience Platform.

Kelli Smith
Chief Strategy Officer

Kelli oversees the strategic delivery of the TPG CX Platform to achieve clients' ROI, and spearheads design & delivery of product advancements.

John Heltzer
Chief Customer Officer

Part of the outsourced call center industry for 18+ years, John oversees operational execution and delivery of the TPG CX Platform.

Lynn Faust
Chief Product Officer

Lynn oversees the Product Management team, delivering a cohesive vision and practical application of product offerings across TPG.

Tim Sobey
Lead Technology Officer

With TPG for 10+ years, Tim leads the IT team to technically serve clients, including overseeing AI development and managing cybersecurity.

Kamron Ochsner

Chief Administration Officer

In addition to leading Research for TPG, Kam facilitates internal decision-making across financial, administrative, and HR operations.

Dr. Tommy Shrove
Chief Technology Officer

Tommy oversees the over-arching strategy to associate the TPG's technologies with markets to meet short and long-range business goals. 

Keith D. Horlacher
Chief Financial Officer,
Board Advisor

Keith, CPA brings 30+ years of public accounting experience to TPG, with a focus on Healthcare, Manufacturing, & Service industries.

Dr. Jack Stark
Board Advisor

Having worked with over 50 Fortune 500 Companies, Jack provides expert psychological consultation and coaching to top executive officers.


Our CX Platform® connects AI and human intelligence.

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Experience Platform® can transform your business.

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See how the TPG Customer Experience Platform® can transform your business.

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