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Annual MSPA EA conference, 7-9 June 2022 - Varna, BULGARIA

Annual MSPA EA conference, 7-9 June 2022 - Varna, BULGARIA

Participants List MSPA Conference 2022 - Real-Time (pdf)
Preliminary Programme - MSPA Conference 2022 (pdf)

Speakers information - MSPA Conference 2022 (pdf)
Join the MSPA FaceBook page and stay up to date

FINAL CHANCE
Early Bird rates for registration and hotel reservations extended until May 6th 2022!

With the numbers going so well we have been able to negotiate an extention of the Early Bird Discount for registration and Hotel reservations until the 6th on May 2022, allowing all our members a little longer to take advantage of these great rates! After 6th of May the MSPA discounted rates will not be valid anymore and rooms will be charged at standard rates, many of which are double our rate.

High season starts in June and availability is tight at this popular hotel. So if you have not already done so - Book now!  Please reserve your room in the next few days to ensure availability. 

Check out the real-time DELEGATES LIST and start your registration if you are not on the list yet

The conference arrangements and bookings are coming along well; ONLINE registration, preliminary conference Programme, Sponsors Speakers information are available! Attendees from all our continents and over 32 countries are already registered!


Our theme for 2022 takes us one big leap further on… 

Assess | Adapt | Act

Mystery Shopping in the New World

 

For us all to meet the challenges ahead we need a clear view of each business proposition that mystery shopping can address, and what perspective or dimension you can use to continue to grow your business. 

  • ASSESS… the challenges we face
  • ADAPT… your business, products, processes to meet the challenges
  • ACT… effectively to deliver results

It is often said that Mystery Shopping answers many key business questions for clients and can be a dynamic and interactive partner with other tools and initiatives clients use. Each dimension is essential for an effective organisation and we will explore how Mystery Shopping can help clients measure, understand and deliver. Each of these dimensions will be explored at our conference, together with the connection Mystery Shopping has with other associated services that you can explore… 

MARK YOUR AGENDA and join us for two full days of client case studies, dynamic discussions, excellent Key-note sessions, networking, networking & more networking. 


Important Dates - Early Bird Fees & Hotel Rates

 

  • Early Bird registration fees extended until May 6th 2022
  • International Hotel, Casino and Suites Varna, Bulgaria offers an excellent discounted room rate to all MSPA delegates; deadline to secure your room reservation May 6th 2022 or untill the hotel is fully booked!
    • MSPA Hotel Discount Code = MSPA2022 
    • Include this at the top of the hotel bookings form at the "booking code" option.
    • Flexible booking conditions, so don't wait and reserve your room today!
  • Stay flexible and arrange your travel to Varna, Bulgaria with a flexible or refundable ticket for your travel!


Register today, arrange your travel, book your hotel room!

See you all 7-9 June 2022 in Varna, Bulgaria!


Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder ToplevelServices, Belgium
CEO Multi-Value
Chair MSPA Global Board

Read more
Jill Spencer

Jill Spencer

Associate Director ReactCX, United Kingdom
Past President MSPA EA

Read more
Luis Duarte

Luis Duarte

Founder MORE Results, Portugal
President MSPA EA

Read more
Václav Šojdel

Václav Šojdel

Vice President MSPA EA
Country Manager at Market Vision, Czech Republic

 

Read more
Joelle Makdessi

Joelle Makdessi

Managing Director, Jomak, UAE

Read more
Tony Allen

Tony Allen

Founder and Head of Certification at Age Check Certification Scheme (ACCS)

Read more
Juliana Goranova

Juliana Goranova

Managing Director Client X, Bulgaria

Read more
Cyriel Kortleven

Cyriel Kortleven

Global Speaker Change Mindset

Read more
Antonio Maiorano

Antonio Maiorano

Director of Sales for BARE International, Europe

Read more
Andy Firth

Andy Firth

Head of Insights and Analytics, Ipsos Channel Performance UK

Read more
Mazen Sakran

Mazen Sakran

Founder & CEO of Customex, United Arab Emirates

Read more
Hannah Weekes

Hannah Weekes

Head of Operations at ProInsight, United Kingdom

Read more

7 June, 2022 - Tuesday


10:00 - 16:00


Client meeting Shopmetrics at the International Hotel, Casino & Tower Suites (by invitation only)

Client meeting Shopmetrics at the International Hotel, Casino & Tower Suites (by invitation only)

Please contact Shopmetrics directly concerning invitations and program details.

13:00 - 16:00

Client meeting LiveShopper/Sassie at the International Hotel, Casino & Tower Suites (by invitation only)

Client meeting LiveShopper/Sassie at the International Hotel, Casino & Tower Suites (by invitation only)

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

17:15 - 18:45

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

Stefaan Vandroogenbroeck

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

19:00 - 21:30

Welcome Reception & Dinner at the International Hotel, Casino & Tower Suites

Registration and WELCOME reception/dinner at Skyfall at the International Hotel, Casino & Tower Suites.
Dinner will be served at 20.00 hrs. (Pre registration via the registration form is required)  

8 June 2022 - Wednesday


09:00 - 09:15


Registration & Welcome Coffee

09:15 - 09:45

Kick-off - Assess | Adapt | Act

Luis Duarte

09:45 - 10:30

The Change Mindset - A professionals survival kit for change

Cyriel Kortleven

The Change Mindset

Survival kit for professionals in change.

In times of disruptive change, we all need to be professionals with an agile mindset. Every day, we are confronted with new challenges:global competition; demanding clients; new technologies; ...

We need to be people who dare to leave their comfort zone and suspend their judgement. 
We need to be people who explore the world from a different perspective and can turn problems into opportunities.
We need people who get into action and who aren’t scared to fail fast, often and move forward by experimenting.

Discover how the Change Mindset can be a survival kit for professionals in change.

YES ... you need to suspend your judgement to break fixed thinking patterns.
AND … explore the world from a different perspective to generate new ideas.
ACT … on it because the key to real innovation is experimenting and being prepared to fail fast, often and learn to move forward.

In this interactive and entertaining presentation, you will get the spark, tools and language to influence others to be more creative & entrepreneurial and give a big boost to your own Change Mindset.

10:30 - 11:10

Coffee Break & Networking

11:10 - 12:40

The Case Study Hour

Stefaan Vandroogenbroeck

Stefaan introduces a range of Case Study speakers, interacting with the audience and asking questions to learn more!

11:10 - 11:25

Using Mystery Shopping to Help Build a Responsible Society (Case Study)

Juliana Goranova

Using Mystery Shopping to Help Build a Responsible Society

We are all used to talk about mystery shopping as a wonderful tool to better the quality of service, create excellent client experiences and increase profit. But mystery clients have a way to contribute much more to society and the community as well – support policy implementation, regulation compliance and even raise awareness of certain sensitive topics.

This session will show examples of how we can use mystery shopping to help build and sustain a responsible society.

         

11:25 - 11:45

How to Assess, Adapt and Act to drive change (Case Study) 

Antonio Maiorano

How to Assess, Adapt and Act to drive change

Antonio will share the latest update on the continuing research by BARE on global and regional attitudes to consumer behaviour and confidence, how these assessments allow us to adapt our expectations, and where key clients have used this essential view to Act to drive change.

11:45 - 12:05

ROI - Money for old rope? (Case Study) 

Jill Spencer

ROI - Money for old rope?

Jill will present a case study that demonstrates the value of mystery shopping in a sector not typically associated with a positive customer experience, from both a provider and client perspective.

She makes the Return on Investment Case easy!

12:25 - 12:40

Rapid Q+A with the audience!

Rapid Q+A with the audience!

Have your say as we exchange views and learn toghether.

 

12:40 - 14:00

Lunch

14:00- 15:15

"OPEN DIALOGUE - The Connect, Learn and Share Zone - 1"

"OPEN DIALOGUE - The Connect, Learn and Share Zone - 1"

Delegates are invited to attend one of three open dialogue sessions to develop new ideas form the content in the morning sessions.

 

15:15 - 15:45

Vendor Show & Networking

15:45 - 19:00

Social activity & wine tasting at the Winery "Old Varna"

Are you joining us!

On request of many we have included a social activity to this years program, visiting and exploring Varna. This includes a visit to the Winery "Old Varna" where local wines will be served and local appetizers!

The conference program will end before the sightseeing 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! 
 

19:30 - 21:30

Informal Dinner at International Hotel, Casino & Tower Suites

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 International Hotel, Casino & Tower Suitesl 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.

   

9 June 2022 - Thursday


09:15 - 09:30


Registration & Welcome Coffee

09:30 - 09:35

Welcome Back

Luis Duarte

09:35 - 10:10

Dubai - Where Secret Shoppers go Viral

Mazen Sakran

"Dubai - Where Secret Shoppers go Viral "

The leadership of Dubai, UAE have taken people's happiness seriously over the years. Building a grande city in 50 years is not easy but building a city that promises to be the best and most forward thinking is even harder. Businesses, government entities and the people that play a major role in representing Dubai need to develop and deliver as quickly as the progress of Dubai.

Mazen will be talking about Dubai and how his highness Sheikh Mohammed has launched a city-wide evaluation scheme for retail businesses as well as government entities in the most transparent manner by surveying people and including mystery shoppers. The leadership announces every three months the top and bottom performers while encouraging them to improve within with 90 days.

This is an amazing story to tell while discussing the effects of mystery shopping, people's happiness and of course the effect of social media. This surely will be an interesting topic to listen to from all around the world and take it as an example while benchmarking what, us mystery shopping providers, can deliver to government entities as well as consumer-based organisations in our relevant regions. This promises to be an enlightening, informative, engaging and fun presentation!

10:10 - 10:30

IMPORTANT MSPA EA updates!

IMPORTANT MSPA EA UPDATES!

Essential news for all members on Elite Membership, future awards programmes and membership advantages.

10:30 - 11:10

Coffee Break & Networking

11:10 - 12:40

The Case Study Hour

Stefaan Vandroogenbroeck

The Case Study Hour

Stefaan returns to introduce a range of case study speakers, interacting with the audience and asking questions to learn more!

11:25 - 11:45

Artificial Intelligence - Mystery Shopping Age Verification (Case Study)

Tony Allen

Artificial Intelligence - Mystery Shopping Age Verification

This presentation will:

  • Explore the practicalities of mystery shopping self-checkouts
  • Understand the challenges for inherent bias on grounds of race, sex, height, disfigurement, disability
  • Explore the false positive and false negative results • Handling accuracy expectations from AI vs human interactions

11:45 - 12:05

Technology is more human than you think: When Digital Transformation meets Emotional Intelligence to increase Employee and Customer Retention (Case Study)

Joelle Makdessi

Technology is more human than you think: When Digital Transformation meets Emotional Intelligence to increase Employee and Customer Retention

Decision makers and influencers face a growing but age-old daily dilemma... How do I retain and grow revenues through better customer experience - while controlling and reducing costs using Technology. Sell More + Save Cost! Every revolution (Industrial, Technological and Digital) promised more but ended up caring less…

With the losses we have all suffered during the pandemic the one thing we learned as more vital than ever before is to serve your people and your customers with empathy and compassion - we all need to care more. When you add Emotional Intelligence to the Sell More + Save Cost equation you win, when you don’t you will ultimately lose.

But how? Introducing digital transformation to the organisation's processes would indicate that you are eliminating boring task and cost, but at what price? Does this really work? What do you do with the people and talent that delivered the old processes with awareness, motivation, skill and empathy?

Joelle explores how to keep people in the picture with data and technology, using newfound Emotional Intelligence (EQ) to add to the mix. Helping you, your team and your clients Sell More, Care More and Save Cost - all together. The ultimate self-serving equation.

12:05 - 12:25

The Modern Mystery Shopper - Creating Brand Loyalty Obsession (Case Study) 

Hannah Weekes

The Modern Mystery Shopper - Creating Brand Loyalty Obsession

Hannah joins us from the UK where, as they say there, this year has put us all ‘through the wringer’! Will things ever be the same again? So in comes a new ways of working, new expectations from our mystery shoppers and new challenges/opportunities.oin Hannah for an interactive session followed by a Q&A and an opportunity to share experiences.

She will be letting you into the secrets that lead to Proinsight (UK) creating exceptional and loyal relationships in a time when the world shut its doors, and the tactics now in place that mean shoppers will stay obsessed for a long time to come. In the spirit of honest sharing ProInsight also will share the mistakes as well, after all better to fail and lain than not to try….

12:25 - 12:40

Rapid Q+A with the audience!

Jill Spencer

Rapid Q+A with the audience!

Have your say as we exchange views and learn toghether.

12:40 - 14:00

Lunch

14:00 - 15:15

OPEN DIALOGUE - The Connect, Learn and Share Zone - 2

"OPEN DIALOGUE - The Connect, Learn and Share Zone - 2"

Delegates are invited to attend one of three open dialogue sessions to develop new ideas form the content in the morning sessions.

15:20 - 15.50

The world is changing rapidly, so what next? Facing forward, Assessing and Acting for the future

Andy Firth

The world is changing rapidly, so what next? Facing forward, Assessing and Acting for the future

The world is changing rapidly. Following a hugely disruptive two years, organisations and governments will continue to face signigicant challenges in the years ahead from the climate crisis to the cost of the living to the inexorable rise of digital. It is vital, therefore, that service providers understand and assess the challenges their clients face and adapt accordingly.

This closing paper from Andy Firth (Ipsos UK) provides a energetic and interactive overview of future trends and what they mean for us as mystery shopping providers; using data and analysis from a wealth of global studies Andy will outline the key trends we all need to be aware of and the actions we can take to support our clients in these challenging yet interesting times.

15:50 - 16:00

Conference Wrap Up

Luis Duarte

16:00 - 16:30

Vendor Show & Networking

19:00 - 22:30/23:00

Official Closing DINNER Event 

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 22.30 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. Going back to the hotel is easy as they are on walking distance!

  

Registration Fees


MSPA member - 1st participant from your company  € 450,-
MSPA member - 2nd participant from your company  € 395,-
MSPA member - 3rd participant from your company  € 385,-
NON MSPA member - full conference  € 725,-
NON MSPA member - ONE day registration  € 625,-
CLIENT - full conference registration  € 450,-
ONE-DAY conference registration fee (members/clients)*  € 375,-
Closing Dinner Event – Thursday June 9th, 2022  € 115,-
LATE registration supplement, after May 6th, 2022  € 125,-

 

Early Bird fees extended until May 6th, 2022!

Start Your ONLINE REGISTRATION

  • The above fees are per person, in EURO and excluding VAT. Dutch VAT will be applied to all customers located in The Netherlands. The reversed charged principle will be applied for European customers that provide us with a valid VAT number. All customers outside of the European Union are exempt from VAT.
     
  • The FULL two-day conference fees are including attendance of the conference, Welcome reception & Dinner on Tuesday June 7th, informal dinner on Wednesday June 8th, coffee/tea breaks & lunches during the 2 main conference days and all conference material.
     
  • The ONE-day conference fee is excluding the Welcomes Reception/Dinner and including the Informal Dinner on Wednesday June 8th. Of course you can register separately for the Welcomes reception/Dinner.

Booking terms and Conditions

  • Prices are per person, in Euro's. Participants will be sent an invoice which must be paid before the conference starts.
  • Cancellation is only possible in writing. No costs if cancellation is received before May 6th, 2022; Cancellation between May 6th and May 31st 2022 a Euro 75 will be charged per cancellation for administrative purposes. If cancelling after May 31st, 2022 the full registration fee will be charged.
  • In the event of cancellation due to a positive corona infection for a delegate, no cancellation costs will be charged when the cancellation even if received after May 6th up to the days of conference.
  • In the event of cancelling your registration a colleague could always attend the conference in your place.
  • In the event of force majeure (for example war, public unrest, close to civil war, strikes, epidemics, natural disasters) MSPA holds the right to cancel the conference in full or reschedule to another date. MSPA will do there utmost to refund the registration fee in full or partly to the delegates. Damages and costs third parties, resulting from the action of force majeure circumstances will not be compensated to delegates (like flight tickets, hotel costs, etc) by MSPA. MSPA holds the right to cancel or reschedule the live conference to a virtual conference subject to pandemic conditions, of course in connection to different registration fees and conditions.
  • The registration fee for the full conference includes registration for the conference on 8 & 9 June, 2022, all materials and scheduled food functions; reception/dinner 7/6/2022, informal buffet dinner at the International Hotel, Casino & Tower Suites on 8/6/2022, coffee & tea, lunches. (Exception; the Welcomes Reception/Dinner on June the 7th is NOT included for the ONE day participants).
  • Other Optional events; Conference Dinner Event on June 9h, 2022 and additional tickets to the social events are not included in the main conference fee and will need to be pre-registered via MSPA Europe/Africa (Online registration form) and are charged for an additional fee.
  • An invoice is send by MSPA Europe/Africa for the Conference fees. The invoice needs to be settled within 3 weeks after receiving the invoice.


The conference location as well as official conference hotel is the INTERNATIONAL Hotel, Casino & Suites (5*) in Varna, Bulgaria. They provided:

  • A wide choice of room types!
  • Excellent flexible booking conditions for MSPA quests!
  • Currently a green certificate is required by all guests upon check-in to use the hotel’s services! 
  • Staff are tested daily before entering the hotel!
  • PCR & antigen tests available at Hotel Casino INTERNATIONAL!
CLICK HERE - ONLINE HOTEL RESERVATION FORM

BOOK NOW - To make sure you can reserve your room today. Remember you can cancel or change your reservation without costs up to 6 days before arrival! A limited number of rooms have already been blocked for MSPA guests at a special rate which is available until May 6th, 2022! After this date rooms are only available on request and the special MSPA rate is not guaranteed!

PLEASE USE THE HOTEL DISCOUNT BOOKING CODE - MSPA2022 - include this at the top of the hotel form at the "booking code" option.



Hotel Rates & Flexible Booking Conditions

 

The International Hotel, Casino & Tower Suites manages all hotel reservations directly, please contact the hotel reservations department directly in case you have any questions at; reservations@interhc.com.

  • Several different types of rooms are available, for prices please check the reservation form at https://internationalhotelcasino.reserve-online.net
  • Please use the DISCOUNT BOOKING CODE - MSPA2022 - include this at the top of the hotel form at the "booking code" option.
  • A credit card number will be required to the attendees in order to guarantee their booking. Тhe guests credit card is pre- authorised for the total amount of the booking 15 days before arrival to guarantee the hotel reservation.

Room type

Single

Double

Deluxe Sea View 

€ 69

€ 92    

Superior Park View 

€ 69

€ 92

Superior Sea View 

€ 82

€ 108

Executive Sea View 

€ 124

€ 133 


* All rates are per room, per night, in EURO and include VAT, accommodation, buffet breakfast 07:30-10:00 at the main restaurant, safe in the room, use of indoor and outdoor swimming pool and sun bed at the swimming pool area, free use of fitness center, free Wi-Fi in all public areas of the hotel. The price of the Executive room includes access of Executive Lounge and included services. Rates will be available only to conference delegates. Why not extend your stay for a few days before or after the conference?


IMPORTANT RESERVE YOUR ROOM NOW

INTERNATIONAL Hotel Casino & Tower Suites offers flexible booking conditions to MSPA connected hotel reservations to make it possible for you to arrange your reservation with only a little risk in the event of cancellation or chang

Direct booking (participants) cancellation policy: 

  • Room may be cancelled without any charge up until 7 days prior to their arrival.
  • In the event of cancellation within 6 and 3 days of arrival - the hotel reserves the right to charge the full confirmed rate for one night's stay,
  • In the event of cancellation within 2 to 0 days of arrival - the full confirmed rate for the full stay.
  • In the event of a positive Corona infection of the guest before arrival, cancellation of your room reservation is without cost, even on the day of arrival if you make available a copy of your test result.

Don't wait and reserve your hotel room immediately! 


International Hotel, Casino & Suites - Varna, Bulgaria

 

The 5 star INTERNATIONAL Hotel Casino & Tower Suites is situated only meters from the beach of Golden Sands, Bulgaria and 17 km from Varna city center. The hotel features 18 floors of luxury accommodation, the largest conference and events space in Eastern Bulgaria, a modern spa center, numerous themed restaurants and shopping outlets, and a vibrant beach-style casino.

The property features a mix of 325 deluxe, superior rooms and suites, with stunning park and sea views. Guests can enjoy our extensive Spa services, 24-hour Casino access and entertainment, dedicated Concierge team, Shopping center, Kids Club, Wi-Fi and complimentary car-park facilities, guaranteed to make your stay magnificent and memorable.

In the ONLINE hotel reservation tool an option is included were you can select the room type and as well check out the rates of the other room types as mentioned above.
 


 


Bulgaria’s third city and maritime capital, Varna is the most interesting and cosmopolitan town on the Black Sea coast. A combination of port city, naval base and seaside resort, it’s an appealing place to while away a few days, packed with history yet thoroughly modern, with an enormous park to amble round and a lengthy beach to lounge on. In the city centre you’ll find Bulgaria’s largest Roman baths complex and its finest archaeological museum, as well as a lively cultural and restaurant scene.

Learn a bit more about its culture in a friendly manner  https://www.claimcompass.eu/blog/tips-visit-bulgaria/ or http://uncontainedlife.com/why-visit-varna-bulgaria-beach-city-balkans/ or https://www.thecrazytourist.com/15-best-things-varna-bulgaria/

The nearest airport is Varna Airport (VAR).

Direct flights to Varna, Bulgaria are available from major European cities and from even more with only one stop - prices of flights are very reasonable and between Euro 80 to Euro 250 depending on where you are flying from. We would advice you to book a flexible or refundable ticket.

Direct flights:    
Liverpool London Luton Vienna
Cologne  Dortmund Hamburg
Munich Tel-Aviv Milan Bergamo
Eindhoven Larnaca Moscow
Helsinki Berlin and many more...
Paris Nantes  
Including one stop:    
Warsaw Copenhagen Oslo
Amsterdam Prague Budapest
Stuttgart Zurich and many more...

  • Start by checking https://wizzair.com or search fro direct flights to Varna on Google.....
  • Flightsconnections is an easy tool to check out flights and airline companies - https://www.flightconnections.com/
  • Sofia Airport has 4 daily national direct flights to Varna, definitely a great alternative in case you do not have a direct flight to Varna. Check the website of Bulgaria Air
  • Burgas Airport is only 75 km (1/1,5 hour by car) away from Varna

Transfer from and to the Airport

  • Arrange a private transfer directly at the International Hotel, Casino & Tower Suites - you can include this to your hotel booking ( Euro 30 - on way for maximum 3 persons) and present your flight details latest 24 hours before arrival. 
  • Taxi stand is available right in front of the airport - +/- Euro 30 one way 
  • A private transfer can be pre-ordered via https://www.rideways.com/ or https://www.taxi2airport.com/en We checked it out and both transfer options work really easy and good! A one-way transfer, a private taxi, from the airport to the hotel is about Euro 25,- for maximum 3 persons (otehr possibilities available). 

International Hotel, Casino & Tower Suites

Front Beach Alley, Golden Sands

Golden Sands, Bulgaria

http://www.hotelcasinointernational.com/


 

We thank all sponsors for their support.


ELITE sponsor

 
https://www.shopmetrics.com/                                                     http://researchmetrics.com  


VENDOR sponsor

                        


Become a sponsor

Download all details of the sponsor packages and an order form as here!

The MSPA is at the centre of the Mystery Shopping & Customer Experience industry. With over 450 member companies worldwide we measure the quality of customer service given by more than 100.000 companies around the globe.

As a sponsor of the MSPA Europe/Africa conference in the Varna, Bulgaria you would receive a unique opportunity to demonstrate your dedication to improving customer service levels and to show your support and engagement in the mystery shopping industry. We expect 250-300 mystery shopping & customer experience providers presidents, CEOs and executives from multi-national companies to be present.

The opportunity that we offer is for you to raise your corporate profile as an MSPA conference sponsor. Apart from a wide variety of valuable benefits including recognition and participation at the MSPA conference and events, you will have a chance to network directly with the leading names in the mystery shopping industry. You may select from different levels of sponsorship participation, all providing enhanced exposure of your products and services, and choose the one that's right for you. 

Why not gain the most exposure for your marketing by completing the corporate sponsorship form and sending it to us?  You will not regret it!

If you need any additional information regarding sponsorship, please contact Nikky Alkemade, Executive Director MSPA, at nikky@mspa-ea.org or europe@mysteryshop.org 

 

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder ToplevelServices & CEo Mulit-Value

Stefaan Vandroogenbroeck is an expert in the field of Mystery Shopping and Customer Service Relations. He is our Past President and led us all through the pandemic years. Stefaan is the CEO of TLS and Multi-Value and current chair of MSPA Global

  

Jill Spencer

Jill Spencer

Associate Director ReactCX

Jill is Associate Director, at ReactCX. She has worked as a mystery shopping service provider at senior level since 2000, having previously earned a strong reputation for expertise in the Customer Experience arena whilst working in varied and challenging roles for blue chip retailers.

Over the past 20 years, Jill’s core objective has been to raise the profile of customer service in business. It is a testament to her passion and commitment for the subject that the companies Jill has worked for, and in partnership with, now place customer service at the very top of their boardroom agenda. Jill is past president of MSPA EA and previously MSPA Global chair.

Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!

     

Luis Duarte

Luis Duarte

President MSPA EA & Owner MORE Results

Luis is a graduate in Hotel Management and founded More Results in 1998, having previously worked in Management positions in Hotels & Tourism and in Retail, in Portugal, Germany and England. His work experience was gained working for Accor, Sheraton and Lidl. Currently Luis heads a team of 25 dedicated professionals that are focused on helping their clients improving their customer experiences.

More Results is a Full Services Agency in Market Research with a relevant focus on Mystery Shopping – and offers various management tools, that are used in line with the client’s specific goals. In the most recent client satisfaction survey More Results achieved a satisfaction rate of 92% and a recommendation rate of 100%.

Luis is very involved with the internal and external clients and one of the areas he is responsible for delivering results is Innovation. In his free time Luis likes to spend time with family & friends and to practice sports, specially Bootcamp, and reading, reading, reading!

He has been on the board of MSPA Europe/Africa since 2014 and we are delighted to introduce him as our president in 2022 and 2023.

  

Václav Šojdel

Václav Šojdel

Vice President MSPA EA & Country Manager at Market Vision

Václav works as Country Manager at Market Vision Czech Republic. Market Vision is a research agency that closely focuses on Mystery Shopping, Customer and Competitive Intelligence. Their motto: "We transform information into business. We help our clients to better know their market and to improve their relationship with their customers in order to increase their sales figures."

He is a graduate economist. His passion for research first appeared during his studies at the university, when he began to devote himself to large-scale domestic and international projects in the field of competitive telecommunication intelligence, working mainly for T-Mobile.

In the area of Mystery Shopping, Václav has been specializing in automotive and telecommunication sector, where he acquired extensive knowledge. His great interest, in favor of the maximum satisfaction of clients, is, in particular, to fully utilize the potential of audio or video recordings, especially for subsequent individual training or coaching of employees. Another area that he is constantly developing for his clients is the use of Mystery Shopping for price, competitive and benchmark sector analysis.

Václav occasionally publishes and lectures in specialized periodicals on the collection of customer feedback and competition monitoring in the Czech Republic. He successfully participated in the launch of one of the first start-ups in the area of "self-assessment schemes" in the Czech Republic called Ohodnot.cz.

About his career relationship with Mystery Shopping and Customer Experience he sometimes says: „Who else should be involved in Mystery Shopping industry than anybody from „Check“, sorry Czech Republic.

   

Joelle Makdessi

Joelle Makdessi

Managing Director, Jomak, UAE

Joelle has gained her experience in the science of Leadership for over a decade by leading Business growth through mentoring and empowering team members. She now is the Managing Director of Jomak, a Customer Journey Optimization and Digital Transformation consultancy. Joelle takes pride in her commitment to transparency and authenticity with both the team and the customers. She believes that focusing on the Employee Experience and having processes that provide a frictionless Customer Journey are the core keys to the continuity and growth of any business and that technology is an enabler of these core keys when adopted properly.

Tony Allen

Tony Allen

Founder and Head of Certification at Age Check Certification Scheme (ACCS)

Tony is a chartered trading standards practitioner and a leader in the protection of children from harm. ACCS provides independent mystery shopping and certification services to the age verification industry. As head of certification, Tony works with a team of fully qualified trading standards and audit professionals to verify claims of conformity. Tony founded ACCS in March 2018, having previously spent eight years a specialist emeritus advisor at Under Age Sales Ltd. He has a wealth of other audit, certification, regulation and compliance experience and spent time as a trusted trader scheme assessor at Which? before becoming director of consumer protection at the Integrity Foundation.

Juliana Goranova

Juliana Goranova

Managing Director Client X.

Juliana Goranova graduated with a BA in Sociology in Bulgaria and has a Masters in Sociology and Social Anthropology from CEU in Budapest. She has been in the market research industry for more than 15 years, and has been specialising in mystery shopping for the past 12 years with Client X Bulgaria. Juliana was lucky to be involved in one of the first mystery client companies in Bulgaria and witness how the awareness and attitude towards this technique has grown. Juliana  is Managing Director at Client X.

Cyriel Kortleven

Cyriel Kortleven

Global Speaker Change Mindset

For more than 20 years, Cyriel Kortleven has been inspiring organisations like IKEA, NASA and Unilever to approach Change with courage, confidence and enthusiasm. His pragmatic advice has earned him the nickname The Simplifier. In an increasingly complex world, we need new simple perspectives to enable us to navigate uncertainty and to turn problems into opportunities.

Antonio Maiorano

Antonio Maiorano

Director of Sales for BARE International, Europe

Antonio is working for BARE since 2017, and in these 35 years around the globe realised how important is to always look at the bright side of life, because every day on earth is a new lesson and a new experience.

Andy Firth

Andy Firth

Head of Insights and Analytics, Ipsos Channel Performance UK

Andy Firth, Head of Insights and Analytics, Ipsos Channel Performance UK. Andy started working in the research and mystery shopping industry in 1998 following graduation from the University of Sheffield. Andy spent the first 9 years of his career in the ‘research’ side of the business focussing on a range of methodologies including customer satisfaction, market measurement, U&A and qualitative research, before moving to the mystery shopping division in 2007. As Head of Insights in Ipsos’s UK Channel Performance Service Line, Andy oversees the Analytics team aimed at ensuring that account facing colleagues deliver true impact to their clients through actionable insights and high-end analytics.

 

          

Mazen Sakran

Mazen Sakran

Founder & CEO of Customex, United Arab Emirates

Mazen is currently spearheading Customex Solutions, a customer experience consultancy firm based in Dubai and serving the Middle East. With over 15 years of mystery shopping experience within multinational organizations, local firms and his agency, Mazen aims to bridge the gap between top notch international firms with ambitious local players to bring the best standards and customer journey to every organization that aims to put customers first.

Hannah Weekes

Hannah Weekes

Head of Operations at ProInsight, United Kingdom

Hannah has spent over 3 years leading the operations team at Proinsight with the energy and talent you would expect from her history in management within the Health and Fitness Sector.  Before working with Proinsight Hannah was a client on one hand, and a mystery shopper as well!  Qualified in Sales and Marketing, Management and of course the art and science of motivating mystery shoppers, Hannah brings intelligence, pace and a keen sense of innovation to her role, and enjoys the buzz of sharing ideas and continuous learning. 

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