Tema Frank is a highly-rated presenter who speaks, trains, facilitates and teaches in North America, Europe, South America, Australia and Africa about:
Unhappy customers can slash your business with a single tweet. Happy ones can lead to stellar success. Tema (rhymes with Emma) helps organizations become more successful by applying the 3Ps of Profit: Promise, People & Process, outlined in her bestselling book, PeopleShock: The Path to Profits When Customers Rule.
A highly-rated international speaker, Tema is a member of the Canadian Association of Professional Speakers. In addition to corporate and event talks, she has taught marketing at executive, graduate and undergradate business schools in Canada & France.
Although she has been a digital customer service innovator (starting her first business in that field in 2000), she combines that with a depth of business experience obtained over more than three decades. She holds an MBA from the Rotman School of Management, and has been an active member in industry associations such as the CXPA (Customer Experience Professionals Association), Usability Professionals Association, Marketing Research & Intelligence Association.
She created the first ever Canadian study of women in the workplace, authoring Canada's Best Employers for Women in 1994. Her knowledge of workplace issues has informed her belief that you can't have great customer service if you don't also have happy employees.
“Tema recently 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, Oxford Properties
"We were thrilled to have Tema come speak again at the 2017 RCIC, and she didn't disappoint. Her presentation was fantastic: she spoke to the audience in an engaging way, and got them interacting so they could think through how to apply her ideas when they got back to work. Highly recommend her." - Kendall Franklin, Marketing & Conference Manager, Canadian Home Builders'? Association
"The best course taken today!!!" - Surfaces Event workshop participant
"Inspired some new thinking on how we can better leverage and improve upon what we're already doing..." - Government of Alberta workshop participant
Customer experience . customer service improvement
Artificial Intelligence (AI) & robots: impact on customer service
Supervising for Success
Available Upon Request
Author of the best-selling book, PeopleShock: The Path to Profits When Customers Rule, about balancing humans and technology for customer satisfaction, employee satisfaction & profit increases. Host of the Frank Reactions Podcast on Customer Experience. Digital marketing & customer experience innovator. Founded Web Mystery Shoppers in 2000 to help companies improve omnichannel customer service.