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  • 2 years ago
122: Tema Frank, People Shock

122: Tema Frank, People Shock

Tema Frank discusses her latest book, People Shock, and how to balance technology with process and people for a better customer experience. Connecting people with process As we rely more on technology, we acquire new processes. And those processes often don’t translate to the ideal customer experience. “IT does not think like customers,” says today’s guest, Tema Frank! And the evidence is all around us. Today, the best of intentions can lead to customer service disasters, simply because a set of processes has taken precedence over human interaction.  Tema shares many ways you can help your own organization find the balance between people and process where tech is relied on heavily. She outlines a time-tested three-step process from her book, People Shock, to ensure your technology remains conducive to a terrific customer experience. How can you inspire senior executives to help keep your processes connected to the people they are designed for? Tema knows what it takes to strike a harmo