Tema Frank
Best-selling author and expert, Tema Frank recently released her second book, PeopleShock: The Path to Profits When Customers Rule. She has worked in marketing and customer experience for over three decades.
In 2001 she founded Web Mystery Shoppers, the world's first company to test omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques beforesocial media existed, she built a database of 75,000 "mystery shoppers" worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, non-profits and businesses of all sizes
An acclaimed international speaker, Tema (whose name rhymes with Emma) has presented in English and French at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students, and delivers custom courses for companies and associations.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, Profit and Quirks. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.
She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts for PeopleShock.
Tema's first book was the best-selling, Canada's Best Employers for Women: A Guide for Job Hunters, Employees & Employers, which will be updated in 2017.
Best-selling author and expert, Tema Frank recently released her second book, PeopleShock: The Path to Profits When Customers Rule. She has worked in marketing and customer experience for over three decades.
In 2001 she founded Web Mystery Shoppers, the world's first company to test omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques beforesocial media existed, she built a database of 75,000 "mystery shoppers" worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, non-profits and businesses of all sizes
An acclaimed international speaker, Tema (whose name rhymes with Emma) has presented in English and French at events in the United States, Canada, France and Mexico. She has also taught graduate business and executive MBA students, and delivers custom courses for companies and associations.
Her industry-leading research has been featured in publications such as the Wall Street Journal, the Globe & Mail, User Experience, Profit and Quirks. Tema has appeared as a guest on many national and local news and business shows, and on many podcasts.
She launched her own podcast in 2012 (now known as the Frank Reactions Podcast on Customer Experience), when she began interviewing business leaders and experts for PeopleShock.
Tema's first book was the best-selling, Canada's Best Employers for Women: A Guide for Job Hunters, Employees & Employers, which will be updated in 2017.
Winning at Customer Experience in the Social Media Era
Format: Can be done as 45 - 60 minute keynote, or as a longer breakout or a 1-2 day interactive workshop. This program is perfect for:
- Senior management of organizations that want to...
Put Your Web Marketing on The Couch: Analyze Why Visitors Aren't Buying
This program is perfect for:
- Marketing or ecommerce departments struggling to improve sales.
- Small businesses wanting to improve their web presence.
The audience will leave with:
- Priorities for...
