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Creating the Ideal Conversation

Powered by Anna™, our AI-based evaluation platform, we deliver Intelligent CX™. With solutions 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.

Our Mission

Be the voice of humanity in a digital world by helping businesses create ideal customer experiences.

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. Today, we've proudly established ourselves as the industry standard in transformative CX. Anna™, our AI-based evaluation platform, is at the heart of our customer experience platform. We continue to improve customer interactions and drive ROI opportunities for our partners around the globe.


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™.

Lisa DeFalco

CEO and Founder

Kelli Smith

Chief Product Officer

Kelli has been a leader in customer experience, business transformation and development over her 20 year career. She led customer service, data governance and SAP implementation teams while at Conagra Brands. She spearheaded a global division of West Corporation responsible for product innovation and implementation within the DRTV Market.

John Heltzer

Chief Operating Officer

John is a graduate of University of Colorado. He spent 11 years with Protocol Global Solutions where he served in several Executive Operational leadership roles including Chief Operating Officer; leading Global Operations. John spent 5 years at Servco, Inc., where he was Director of National Operations. There, he helped grow this start-up company into one of the premier outsourced retail merchandising and specialized retail service organizations in the country.

Dr. Tommy Shrove

Chief Information Officer

Tommy holds a PhD in Artificial Intelligence (AI)  from UAH. He has more than 15 years' experience managing large-scale software teams using custom Agile and DevSecOps processes. Dr. Shrove has completed a range of professional cybersecurity certificates, including CISSP, CEH, and CPT. He has over 10+ publications in machine learning, software engineering, and cybersecurity.

Paul Hineman

Chief Customer Officer

Paul has been leading large customer service organizations for the last 20+ years including Capital One, Nielsen and Centene, guiding them to optimize their contact center strategy and customer experiences through innovation and technology with responsibility for thousands of global employees.

Dr. Paul Lieber

Chief Scientist

Paul is a recognized expert on the intersection of influence and advanced technology, with nearly 100 research publications and lectures on these topics. With a PhD in Mass Communication & Public Affairs from LSU, Dr. Lieber recently served as COLSA Corporation’s Chief Scientist (Technical Fellow) and a Senior Resident Fellow at Joint Special Operations University.

Creating the Ideal Conversation

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