066 Tema Frank - The Human Connection in Customer Service
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Tema Franks is a best-selling author and has worked in customer experience, marketing, and usability testing for over three decades.
In 2001 she founded Web Mystery Shoppers, the world\\u2019s first company to test omnichannel customer service: web, phone, chat, email and in-store. Using social media techniques before social media existed, she built a database of 75,000 \\u201cmystery shoppers\\u201d worldwide. Clients have included Bank of America, Expedia, the Royal Bank of Canada, government departments, businesses and non-profits of all sizes.
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