alberta Chapter EVENTS

Speaker Event

If Customer Experience is King, Market Research is the Power Behind the Throne:

How to Help your Organization Survive PeopleShock


This event is sponsored by:


Customer experience is today's competitive battlefield. According to Gartner research, 89% of companies expected to be competing mostly on the basis of customer experience this year, versus 36% saying that six years ago. But customer satisfaction levels are dropping. Why? And how can you help your company or clients improve? 
Tema Frank, author of PeopleShock: The Path to Profits When Customers Rule, and founder of the world's first omnichannel customer service testing company, Web Mystery Shoppers, believes that great customer experience starts with great market research. The challenge is getting employers and clients to see it that way. 

In this presentation you will learn:

  • The 3P Profit Formula that companies must master to succeed in our customer-driven era
  • Where market research fits in to the process
  • How you can use your market research skills to win allies throughout your organization (or your client's) and help it improve. 

Sponsored by ATB Financial, everyone attending will receive a signed copy of Tema’s book, PeopleShock: The Path to Profits When Customers Rule

This book was based on four years of research and interviews with over 150 business leaders, researchers and customer experience experts. You can hear many of these interviews on the Frank Reactions podcast ( or on iTunes).

Patrick Doyle, Chief Executive Officer, Domino’s Pizza Inc.
“Technology lets us do amazing things, but wouldn’t mean a thing if we lost touch with people – our team members or our customers. Tema’s book shows leaders how to profit by putting people at the heart of their business.” 

Shep Hyken, New York Times bestselling author of The Amazement Revolution
“This book proves that even with the best technology and automation, you can't guarantee success without people. Filled with stories, stats and facts, Tema Frank will show you how to leverage the digital world with the people skills needed to help take your organization to its next level of success.” 

Jay Baer, President of Convince & Convert and author of Hug Your Haters
"Technology and data envelop us like a straitjacket, but humanity is still the ultimate killer app. PeopleShock is a timely reminder, with a message you forget at your own peril." 

Jeanne Bliss, President CustomerBliss, Author Chief Customer Officer 2.0
"Job #1 for leaders is to help people to bring the best version of themselves to work. In this book, Tema Frank shows us how to lift our heads and hearts above data and technology — so companies and its people can soar!"

Tema has consulted to organizations such as the Government of Alberta, the Royal Bank of Canada, Bank of America, as well as smaller companies and non-profit organizations in a variety of industries. She has also taught digital marketing and usability research at universities in Canada and France, and gives custom courses for organizations and executives. 


Member: $25
Non-Member: $40
Student: $15


Date: September 27, 2016
Time: 11:30 am - 1:00 pm
Location: Art Gallery of Alberta, Ledcor Theatre Foyer, Lower Level
Registration: Through the MRIA Portal


Date: September 29, 2016
Time: 11:30 am - 1:00 pm
Location: TBD
Registration: Through the MRIA Portal