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Tema Frank      

Omnichannel Customer Experience Pioneer; Making life better for customers & staff for 30+ years

Tema Frank is a customer experience and digital marketing pioneer, who founded the world’s first omnichannel customer service testing company in 2001, with the creation of Web Mystery Shoppers International. Using social media techniques before social media existed she developed a panel of 75,000 website and customer service testers worldwide. She's the author of the recent best-selling book, PeopleShock: The Path To Profits When Customers Rule, which was a finalist for the Best Book Award in Business in 2016, and hosts the Frank Reactions Podcast on Customer Experience. Her clients have included Fortune 500 companies, such as Bank of America and Expedia, as well as governments and non-profits. Tema speaks, teaches and consults internationally in English and French.

Speech Topics


Customer Service in the Digital Era

Customer experience is the new competitive battlefield. Unhappy customers can slash your business with a single tweet. Happy ones can lead to stellar success. This hands-on, intensive course covers:

  • What is 360 degree customer experience, and how does it differ from traditional customer service?
  • Where to look to determine if you have a brewing customer experience problem
  • Customer journey & related process mapping
  • How to gather the relevant customer data to help you determine specific change priorities.
  • How to get internal buy-in for making changes
  • Social media planning, monitoring & damage avoidance/control
  • Tools and metrics for monitoring and improving

Leadership and Customer Experience in the Internet Era

  • Does the Internet make leadership more challenging? How?
  • How can community and business leaders use the Internet to improve their workplaces and their communities?
  • What threats does the Internet pose in the hands of unscrupulous leaders?
  • How can disgruntled employees or ex-employees use the Internet to undermine leadership and how can leaders counteract those threats?
  • How can leaders use the Internet to improve communication with employees rather than to impair it?

Women's Equality in the Workplace: Why Aren't We There Yet?

We've been talking about employment equity for some 30 years now, but women remain a minority in senior leadership and are stuck at the bottom of the pay scales in most job categories. - Why does this matter, to men and women? - What can be done to make workplaces better for women (& men)? - What does the data tell us? Why aren't great-looking policies working?

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