Tema Frank | SpeakerHub

Personal Details

Bio

Tema Frank is a customer experience and digital marketing pioneer, who founded the world’s first omnichannel customer service testing company, Web Mystery Shoppers International, in 2001.

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 new, 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. She is a member of the Canadian Association of Professional Speakers (CAPS).

Current position (3)

Chief Instigator

Frank Reactions

Podcast Host, Digital Marketing Strategy Consultan

Frank Online Marketing

Board Member

Business Link AB,

Achievements (1)

PeopleShock: The Path to Profits When Customers Rule (book)

Technology is changing the world at an ever-increasing pace. We need technology, but we, and the organizations we work in, also need people: staff, customers and other "outsiders." PeopleShock is about how to blend People & Tech to succeed in our hyper-competitive, social media era.

Degrees (2)

MBA Marketing, Business Strategy and Finance

University of Toronto

1984 to 1987

BComm Marketing and Business Strategy

University of Alberta

1976 to 1980

Presentations

Presentations (3)

Take the Customer Experience Path to Profits

Unhappy customers can kill your business with a single tweet. Happy ones create stellar success. Using the 3P principles outlined in her bestelling book, PeopleShock, and stories from over 150 business leaders, Tema inspires audiences while showing them how to win customers for life.

People Power: Blending People & Technology for Customer Success

Companies need automation to succeed today, but that means the small amount left for human to human contact is ever more important. Tema helps audiences learn to embrace technology while strengthining bonds among team members and with customers.

Supervising for Success

The main reason people quit or underperform is bad supervisors. But management jobs don’t come with a training manual. This talk and/or workshop helps new managers succeed.

Past talks (14)

The NOW Generation, Their Expectations & How They're Changing Retail

Seamless Africa: The Future of Payments, eCommerce & Retail

Cape Town, South Africa

December 31, 2016

Supervising for Success

Residential Construction Industry Conference

Edmonton, Canada

December 31, 2016

That's Not What I Meant! Common Survey Design Mistakes (& How Not to Make Them)

CXPA Insight Exchange

Phoenix, Arizona

December 31, 2016

Brand Turnarounds: Strategies That Work

CXPA Insight Exchange

Atlanta, GA, USA

December 31, 2015

Getting Buy-In For Market Research

Marketing Research & Intelligence Association Annual Conference

Toronto, Canada

December 31, 2016

If The Customer is King, Market Research is the Power Behind the Throne

Marketing Research & Intelligence Association

Calgary & Edmonton, AB, Canada

December 31, 2015

People Power: Striking the Right Balance Between People & Technology

Alberta Chamber of Technologies

Red Deer, AB, Canada

December 31, 2015

Robots & Retailers

eTail Canada

Toronto, ON, Canada

December 31, 2015

Unlock Your Company’s Full Profitability with Digital CX Integration Strategies (panel)

Digital Customer Experience

Chicago, IL, USA

December 31, 2015

Jobs That Are Great for Women Are Great For Men Too (but the reverse is not always true)

Deloitte International Women's Day

Edmonton, AB, Canada

December 31, 2016

Creating Customer Experiences That Will Keep Them Coming Back

Business Link

Edmonton, AB

December 31, 2015

Build Your Business Online

Residential Construction Industry Conference

Edmonton, AB, Canada

December 31, 2013

Le service à la clientèle : une des clés du succès

Rendez-Vous d'Affaires

Calgary, AB, Canada

December 31, 2014

Metrics Madness course

Marketing Profs University

Online

December 31, 2014

All (3)
Videos
Photos (1)
Slides (1)
Press information (1)

This speaker hasn't uploaded any videos yet.

58 Customer Experience Quotes From 52 Weeks of Podcasting Frank Reactions

This speaker hasn't uploaded any one sheet yet.

PeopleShock Media Kit

Books & Articles (7)

PeopleShock: The Path to Profits When Customers Rul

Essential Views Publishing,

2016

Canada's Best Employers for Women : A Guide for Job Hunters, Employees, and Employers

Frank Communications ,

1994

Don’t Waste Your Money on Customer Service Training!

9 of the Best Twitter Reactions to United Fiasco So Far

What Customers Say & What They Do Can Be Very Different

Why Winning Companies Create Simple But Unique Value

“Confidential”? — I don’t think so

Expertise (15)

Awards & certifications (2)

World of Difference Award

The International Alliance for Women

Web Award for Outstanding Achievement in Web Development

Reviews

Testimonials (5)

Tema is a customer experience and digital marketing expert. I got massive value from her insights on the Accelerate Your Business Growth podcast.
Dalibor Sablici
Business Development
Pen and Lens Communications
Verified
Tema is a highly-engaging presenter who shares her knowledge with great generosity. She recently co-presented with author SG Wong on self publishing as part of Litfest. They were thorough and honest, offering practical tips and the benefit of their lived experience.
Judy Piercey
Partner/Writer
Verified
We used Tema Frank’s talk as our finale. Even though we were at the end of an intense four-hour session, our group was further energized by her. Tema began with her work in the early 90’s and moved through to her recent and upcoming projects. She blended punchy stories about women as leaders and entrepreneurs with pertinent facts and stats, pointing out areas of progress, and some stalls. It was clear to all that she was not only someone who talks, but walks. Inspirational.
Dev Jennings
Verified
I had the pleasure to hear Tema speak at the CXPA Customer Experience profesionals Association in Toronto this past week. She was a great speaker and her perspective on Ai and how it will shape the future of customer experience was trulla encitefull. I highly recommend Tema for any innovative speaking engagement you may be hosting or thinking of attending.
Marcos Terenzio
Verified
Tema spoke at our recent internal Customer Service Excellence conference and I couldn’t be happier with the response from attendees. I’m not surprised. Tema came well prepared with a presentation that was tailored specifically to our organization and industry. I would highly recommend Tema to anyone who wants a CX thought leader to reinforce the importance and urgency of CX, backed up with solid data. She is a pleasure to work with.
Roger Pugsley
Director, Service Excellence
Oxford Properties
Verified

Why choose me?

Bestselling author of PeopleShock: The Path To Profits When Customers Rule; 30+ yrs exp; member CAPS