Alka Tandan (CA)
Service Design & Customer Intelligence Leader
Founder of Reframe & Refine
Based in Greater Vancouver Metropolitan Area
CMS Connect 26
Presentation: TBD
Dates: August 4 - 5
Location: Montreal
About Alka Tandan
Alka is a service design executive with more than 20 years of experience leading teams and projects across private, public, and community sectors. Throughout her career, she has approached every vertical through the lens of research, design, and technology — creating pivotal moments for clients by helping them reframe business problems and recognize new paths forward.
Her expertise spans increasing customer loyalty and profitability through insight that drives action, reframing business challenges to reveal strategies others miss, and drawing on behavioral economics, design thinking, and traditional research methods to design the right approach. Alka is also known for building organizational capability — training teams in AI and modern research methods so they can move faster and reduce dependency on external consultants.
When it comes to research design, Alka takes a problem-first approach: matching qualitative, quantitative, AI-enhanced, or longitudinal study methods to the specific challenge at hand, including community management technologies. She has a strong track record of leading and restructuring teams to meet evolving business needs.
About Reframe & Refine
Through her consultancy Reframe & Refine, Alka helps organisations use AI without losing the human insight that makes their work meaningful. Her approach is grounded in research: understanding what employees actually need, what customers expect, and what risks matter most before recommending any technology.
Her client work spans a wide range of sectors and scales — building customer intelligence strategies and forecasting models for Fortune 100 enterprises, guiding government agencies on citizen-centered service design and ethical AI adoption, helping nonprofits stretch resources while demonstrating impact, and advising startups and agencies on customer success, market expansion, as well as AI-enabled research. She has conducted research in multiple languages across dozens of countries, leading projects that range from AI readiness frameworks to multicultural media audience insights.
Reframe & refine works with a network of business, technology, and research experts to deliver full-service solutions — including survey design and analysis, AI policy assessment, technical implementation support, and team facilitation for workshops and training.
Read more about Reframe & Refine