Client meeting Research Metrics at the St. Raphael Resort & Marina Hotel  (by invitation only)

Please contact Research Metrics directly concerning invitations and program details.

Client meeting LiveShopper/Sassie at the St. Raphael Resort & Marina Hotel (by invitation only)

Please contact LiveShopper/Sassie directly concerning invitations and program details.

New Members / First time attendants Session (By invitation only) 

Registration and WELCOME reception/dinner at the St. Raphael Resort & Marina Hotel.
Dinner will be served around 20.00 hrs. (Pre registration via the registration form is required)  

Build Relevance And Authenticity For Our Services

Andy Firth and Jill Spencer introduce a range of speakers, interacting with the audience and asking questions to learn more!

GuidelineGuard: Guiding Excellence in Petroleum Retail

We are delighted to be joined on stage by a local MSPA Member, Lysandros Hadjilambrou, CEO of Conread Research and his client Michalis Heraklides who is the Retail Sales Manager of EKO CYPRUS LIMITED, part of the Hellenic Petroleum Group.

Lysandos and Michalis will lead us is understanding Cyprus, with a local perspective on customer experience excellence, and how their work together forms a leading part of an integrated multi-market programme for Hellenic Petroleum.

The journey starts with developing relevant and locally adopted Comprehensive Evaluation Criteria - ensuring that Mystery Shoppers focus on key areas of importance. Implementing Training Programmes that provide comprehensive training to Mystery Shoppers to familiarise them with the company's guidelines, expectations, and evaluation criteria.

Showing how to Ensure Consistency in the process by scheduling visits at regular intervals across different locations and times to capture a representative sample of customer interactions. Analyse Feedback Effectively: to identify patterns, areas of improvement, and instances of non-compliance with guidelines. Take Action: Use the insights gained to implement corrective action, provide targeted training, and reinforce adherence to guidelines among employees.

And most importantly to Monitor and Adjust: Continuously monitor the effectiveness of the programme, make adjustments as needed, and evolve guidelines based on changing business needs and customer expectations.

Driving Better Customer Experience.

The evolution of the Irish Motor Industry, and our role in its success.

Since 2007, Niamh has worked with most of the motor brands in Ireland, delivering their national and international mystery shopping programmes. As the motor industry has evolved, so too has how we measure the customer experience. The way we buy cars has changed - from repeat customers always buying at their local dealer, to completely online purchases with no in-person interaction. Drawing on over 15 years of experience, Niamh will demonstrate, by using real cases, how the market as evolved and where the future lies for our services in this ever changing and valuable market. 

Bringing Beauty to Retail – What Matters Most

Veronica will show how BVA Doxa have worked with an innovative client to move fast and define the behaviours that bring their brand to life at the point of customer contact.  Embedding what matters most to their customers and making that part of the brand promise.  The Mystery Shopping programme becomes the perfect foundation that gives all the ingredients that assure retail excellence, identifying the means to differentiate and enhance the customer experience.

Looking at data coming from the global programme from a behavioural point of view, Veronica will show how Mystery Shopping effectively help companies select the behavioural changes that impact most on the feelings of customers during the brand experience.  These positive feelings create the emotional bonds that last forever.

Is “World Class CX” really the answer?  There is more to life than a smile and a recommendation 😊 👍

Have we become so obsessed with the term “CX” and the misconception that this relates to service that we have forgotten what “Customer Experience” really refers to, and taking that into account, how do we make sure that we do best what matters most for our clients? To do so we have to understand and measure all that makes up a world class experience, it is more than a two-letter abbreviation, more than just lip service - more like a full-service offer.

James explores all the factors that drive experience – from the promises through product availability, price and of course the people that deliver in the frontline. These and many more are the subject of measurement to ensure that our clients know when, where and how to do best what matters most.

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

HACKATHON - Helps us find out how to....

Do Best What Matters Most

Delegates are invited to attend one of three open discussion sessions to share and develop new ideas.

Are you joining us!

On request of many we have included a social activity to this years program, it is almost a tradition; visiting and exploring a local winery. The experience includes a walk along the beautiful vineyards and a Winery visit, were the wines are produced. And finally.... taste the exquisite wines served with local appetizers!

The conference program will end before the tour starts, leaving by busses. Around 19.00 hrs (7pm) the busses will arrive back to the hotel!

A fantastic experience which we hope most delegates will attend! 

After a whole day of activities you might want to relax by not having to search the city looking for a restaurant... Considering that, and also because we know you want to make the most of network opportunities, we have organized an informal buffet dinner right here at the restaurant of the St. Raphael Resort  & Marina Hotel between 19.30-21.30 hrs This event is included in the 2-days full conference package, pre-registration is required and extra tickets for guests need to be pre-booked during registration.

Make The Most Of The Opportunities We Have

Jill Spencer and Andy Firth introduce a range of speakers, interacting with the audience and asking questions to learn more!

Establishing a resilient team – Building Bridges to GenZ

The effectiveness of our business and that of our clients is under threat, not from outside but from within…  Our own recurring opportunity is to break down the barriers that hinder us doing best what matters most.   Silos, chiefdoms and culture; economics, conflict and technology; language, style and attitudes to work/life.  All these challenge our own path to success from within.  Alex helps us understand the priorities, with experience from within his Mystery Shopping and Marketing business and as a leading light within AIESEC International – the largest worldwide youth organisation with a seat at the United Nations – Alex will help us bridge the gap to Gen-Z, seeing our world through their eyes. 

The Real Africa - Growing global brands, dynamic local creativity, diverse and challenging communities

Ronelle and our colleagues in Africa will provide us with a real insight into the sophisticated and growing markets that make up the continent.  Doing Best What Matters Most means so much more in a continent of contrast and complexity.   Understanding the opportunities to partner with African members and fulfil the expectations of global brands requires a step back to understand and a big leap forward to make the most for the best.  Ronelle will give us the important do’s and don’ts on her list – sharing successes and learning points along the way.

Born out of serendipity, Bhairavi and her team have built an enviable and impressive business brand with ONION INSIGHTS. As ELITE members of the MSPA-EA and members of MSPA-AP for 15 years, they have not only made their mark in the Indian Subcontinent but has also established a distinctive presence in the APAC, ME, and EU regions. Upholding and living their Business Values keeps them on a steady and sustainable growth trajectory year on year. Even with an ascending orbit, you won’t see them advertise, cold call, or mailshot – it's all organic!

Bhairavi and Aditya will unravel their secret to sustainable growth. It begins with defining and living your Business Values, recognising these values in action, building an enduring reputation with clients and employees, focusing on retention and growth, and fostering referrals. Take a leaf out of their playbook and discover how to transform your clients into your most effective sales force and your employees into top-notch recruiters!

Build a lasting Reputation with clients and employees…Focus on Retention and Growth before Acquisition and build…Referrals. Learn how to make your clients become your best sales force and your employees the best recruiters.

Emotional Analytics: Decoding the Real Language of Customer Satisfaction

Marilyn will explore how the interaction between colleagues on the frontline and customers is connected, symbiotic and not to be underestimated.  Happy staff do not always make happy customers, often unhappy customers make unhappy staff!  This link is more often misunderstood.  See how Marilyn explores how changing the mood can change the game.

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

Address The Challenges We Face

Jill Spencer and Andy Firth introduce a range of speakers, interacting with the audience and asking questions to learn more!

AI 101 – The Ascent of Artificial Intelligence – from Concept to Reality

Every change starts out looking like a revolution – turning upside down our preconceived concepts and disrupting our lives.  But In our world, AI is seen by many as a long and eagerly awaited truth – an evolution or ascent from a primitive beginning to a sophisticated current-day reality.  Nabil has followed this journey with an interested and most recently intensive focus.  He will help us all understand the answers to key questions – Who, What, How, Why, When, and Where AI can help us all evolve to a better solution for ourselves and our customers.

Street-Smart AI Strategies - Transforming Business, Empowering People. Real-world examples for profitability and purpose

Cris will explore how Artificial Intelligence, combined with Human Intelligence, reshapes customer and employee experiences - fostering productivity, reducing stress, and unlocking creative potential. Learn the strategic importance of upskilling teams to harness AI's power for enhanced profitability and meaningful work. Join Cris in emphasising the human side of business, where major decisions rest with people and AI becomes a complementary force for the greater good. Real-world case studies show the tangible benefits of street-smart AI, leading the way for business and society to thrive.

(R)evolution – The future for Real, Intelligent, Actionable Insight

Our speaker programme closes with one of our most active members.  Yves has a background in CX, MS and AI and Music! – with all those initials to his name he ends with a resounding soundtrack that combines the best and dismisses the worst of each.   He believes Mystery Shopping has and will continue to evolve. From just gathering data, we moved on to providing actionable insights. Now, more than ever we need to create actionability to achieve a lasting impact and stay relevant for our clients.  As Artificial Intelligence becomes more important, we should continuously ask ourselves how we can make it better for our clients. Our survival as agencies depends on it.  See his vision for our future – and take a moment to form your own.

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

Dinner with an amazing view - pre registration is required.

This, you do not want to miss!!! Excellent food, wines and network possibilities in an informal atmosphere. Dinner and a limited number of drinks are included to the dinner fee. Starting at 19.00 hrs and around 23:00 hrs the dinner will end.

... in case you’re not quite ready to end your evening yet, you are most welcome to join us at one of the clubs that is located nearby!