MASTERCLASS - 2 & 3 November 2022


We are planning another live face to face meeting in 2022! 

The next 1,5 day Masterclass is scheduled to take place on 2 & 3 November 2022 - at the NH Hotel in Nice, France

Our March Masterclass event is aimed at the first 20 business leaders and influencers who have taken an active role in developing their business over the last two years. The event will be hosted by Stefaan Vandroogenbroek, Chair of the MSPA Global Board, who will bring his special energy and insight to the event, together with our MSPA EA Board Colleagues.

Mark your agenda and register today!


Check the AGENDA BUTTON above to see the full programme or download a pdf version!

How to Register

Check the REGISTRATION BUTTON above to see all details!

Prices are 395 Euros for the first attendee from a company and 375 Euros from the second. 

The Masterclass is a not to be missed opportunity to share best practice with leaders and influencers from the industry.


Check out the feedback from participants who already joined previous MSPA masterclass...

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

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

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Jill Spencer

Jill Spencer

Associate Director ReactCX, United Kingdom
Past President MSPA EA

Read more
Nigel Cover

Nigel Cover

Governor MSPA EA
Past President MSPA EA
Past Chair MSPA Global Board
Founder Cover Consulting

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


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Cristiani Oliveira

Cristiani Oliveira

Past President MSPA EA & advisor to the board

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Nikky Alkemade

Nikky Alkemade

Executive Director MSPA EA

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Thanasis Papapostolou

Thanasis Papapostolou

Board Director MSPA EA
Founder, AIP Consulting

Read more

(Click in the timings to link to the full session detail)

Tuesday November 1st, 2022

19:00 - 20:30 hrs

Informal Dinner (Optional)

Wednesday November 2nd, 2022

09.30 - 10.00 hrs

Welcome and Introductions

10.00 - 10.45 hrs

Part 1A - A clear VISION to grow your business in changing economies!

Luis Duarte (President MSPA EA)

Luis Duarte

Luis will explore whether we are all focused and committed - Do we really want to grow your businesses?  We are going to talk about the impacts on such decisions in our lives.  We will cover and discuss is "How to get ready to grow" so you accelerate your business GROWTH in the most appropriate and successful direction. Luis will use an example from the “Leading Hotels of the World” accreditation programme and how this develops brands through effective and high-quality Mystery Shopping activities.

10:45 - 11:30 hrs

Part 1B - A clear VISION to grow your business in changing economies!

Vaclav Šojdel (Vice President MSPA EA)

Vaclav Sojdel

Vaclav will take this theme further and explain how you can adjust your proposition and react to changing economic cycles including the changes caused by the pandemic. At different stages of the economic cycle, Mystery Shopping is used differently, let´s find ways how to be agile enough and react accordingly. We will explore...

  • Diversification of your Mystery Shopping Portfolio based market changes.
  • Balanced Scorecards and Mystery Shopping, how they come together.
  • Case study: Employee Experience in a period of low unemployment

11.30 - 11.45 hrs

Coffee/tea break

11.45 - 13.00 hrs

INTERACTIVE session - Open Dialogue I

Hosted by Stefaan Vandroogenbroeck (Past President MSPA EA / Chair Global Board)

Stefaan Vandroogenbroeck

Open discussion facilitated by Stefaan. The future of Mystery Shopping, evaluating relevance and clarity of purpose and vision, considering answers to the following.

  • Developing your business strategy
  • Your vision for Mystery Shopping
  • Developing a mission for your business

13.00 - 14.00 hrs


14.00 - 15.30 hrs

Part 2 - Develop your PROPOSITION - Why buy Mystery Shopping from your company today!

Nigel Cover (Governor MSPA EA) and Jill Spencer (Past President MSPA EA)

Jill Spencer

Nigel and Jill will run an interactive workshop to explore a collective understanding of how you develop your proposition and messaging to ensure your potential customers why Mystery Shopping from you at the earliest opportunity.

Jill will show by example how you create compelling ROI (Return On Investment) examples and how these can accelerate your sales and client loyalty.

  • We will explore the following:
  • Why buy Mystery Shopping
  • Why buy Mystery Shopping from a MSPA company
  • Why buy Mystery Shopping from YOUR company
  • Why buy Mystery Shopping NOW

15.30 - 15.45 hrs

Coffee/tea break

15.45 - 17.00 hrs

INTERACTIVE session - Open Dialogue II

Hosted by Stefaan Vandroogenbroeck (Past President MSPA EA / Chair Global Board)

Stefaan Vandroogenbroeck

Open discussion facilitated by Stefaan. Developing sales and marketing messages in your business, to make the most of the morning sessions

  • Developing “Why buys...”
  • Explaining the value and return
  • Selling to the right people

19.00 - 21.30 hrs

Informal Dinner (Optional)

Thursday November 3rd, 2022

09:30 - 11:00 hrs

Part 3 - Developing PEOPLE Navigating Uncertainty

Thanasis Papapostolou (MSPA EA Board) and Cristiani Oliveira (Past President MSPA EA)

Thanasis Papapostolou

In a world of increasing complexity, accelerated change, and systemic shocks, business owners and employees need something to help them find their footing and move forward, despite the challenges we face. With all the challenges in our world managing ourselves and those around us will define our success!

  • Learn how to maintain inner calm and confidence when faced with challenging circumstances 
  • Develop lifelong strategies for self-compassion and acceptance 
  • Ways to improve your ability to adapt to change, uncertainty, and ambiguity

11:00 - 11:15 hrs

Coffee/tea break

11:30 - 12:45 hrs

INTERACTIVE session - Open Dialogue III

Hosted by Stefaan Vandroogenbroeck (Past President MSPA EA / Chair Global Board)

Stefaan Vandroogenbroeck

Stefaan will be joined by Andy & Istvan in order that they can share their experience and in bringing VISION, PROPOSITION and PEOPLE together to drive a successful business.

After this Masterclass you will return to your business with many ideas you can immediately implement in your day-to-day work and share with your colleagues.

12:45 - 13:00 hrs

Closing Remarks

Stefaan Vandroogenbroeck

13:00 - 14:00 hrs

Lunch and depart

This is a not to be missed event, planned in Nice, France at the NH Hotel.

How To Register

  • Prices are 395 Euros for the first attendee from a company and 375 Euros from the second. 

The registration fee includes a 1, 5 full days of interactive sessions, refreshment breaks and lunch on Wednesday November 2nd and Thursday November 3rd. Transportation and accommodation are not covered. We recommended delegates book flexible transportation tickets and accommodation can be booked with flexible cancellation terms directly at the hotels website.

  • A pre-dinner is organized for trainers and participants on Tuesday November 1st for those who arrive early and a informal dinner on  Wednesday November 2nd for those who like to join, for Euro 65,- including a set three course menu, 2 drinks and coffee/tea at the NH Nice Hotel. 

An invoice, including an online payment possibility to pay by credit card, will be sent to you by email after receipt of your registration and when the Masterclass are officially confirmed by MSPA Europe/Africa - latest end of September 2022. Subject to a minimum number of participants needed and of course to pandemic conditions.

Bookings & Cancellation policy:

  • The Masterclass Fee includes all schedules sessions, materials, scheduled coffee/refreshments breaks and lunch on Wednesday November 2nd and Thursday November 3rd, 2022. 
  • The fee excludes VAT, and any dinner, hotel & travel costs (such as accommodation).
  • Cancellation is only possible in writing and send to If cancelling latest September 19th, 2022 no costs are charged; as of September 20th, 2022 a Euro 150 will be charged per cancellation for administrative purpose. If cancelling on or later than October 24th, 2022 the full registration fee will be charged. .
  • You may always let another colleague take your place at no extra charge or cancellation fee.
  • In cases of force majeure (for example war, public unrest, close to civil war, strikes, epidemics, natural disasters) MSPA holds the right to cancel the Masterclass in full or reschedule to another date. MSPA will do there utmost to refund the registration fee in full or partly to the delegates, reduced with the cancellation costs received by third parties. 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).
  • An invoice is send by MSPA Europe/Africa for the Masterclass fee. The invoice needs to be settled within 2 weeks after receiving the invoice.
  • When the Masterclass is confirmed all delegates receive an official confirmation. At the time the Masterclass will be confirmed all delegates receive information on the hotels near to the Masterclass location to reserve a hotel room if required. Please do not reserve an hotel room before MSPA confirms the Masterclass to you to prevent any cancellation difficulties, however the hotel do offer very flexible cancellation criterias at this time.  
  • MSPA Europe/Africa holds the right to cancel the Masterclass if the minimum number of delegates is not reached - 15 persons.

The Masterclass will be organised at the
NH Hotel Nice, France.

Hotel reservations

Be advised that if your require hotel reservations you need to arrange this directly to the NH Hotel Nice or another hotel, it’s NOT included in your registration fee.

To reserve your hotel room at the NH Hotel Nice please visit -


NH Hotel Nice
2-4, Parvis de l´Europe
06300 Nice

It is an easy to reach hotel in Nice, anout a 10 minute taxi drive form the Aéroport Nice Côte d'Azur (NCE). Please visit the NH Hotel Nice website for further directions!

Their are several hotels in the area if you like to stay at a different place or....combine the event with a short stay in the city Nice! 

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder TLS & CEO Multi-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!


Nigel Cover

Nigel Cover

Governor MSPA Europe/Africa, Founder Cover Consulting

Nigel is a Senior Executive with a wealth of experience with leading Mystery Shop and Customer Experience organisations on a global stage. Past President of MSPA Europe 2011/2013 and Chair of the Global Advisory Committee in 2015.

In 2017 appointed by the MSPA Europe/Africa board as external Strategy Consultant.

His passion is simple, people make the difference in business - their engagement as an employee and experience as a consumer are what makes a brand powerful and successful. With extensive knowledge in the fields of Customer Experience, Customer Insight, Customer Loyalty and Employee Engagement he has a broad and unique 

Having been involved in market research and the mystery shopping industry almost all his working life, he has extensive experience of advising clients how Insight and measurement tools can work together to maximise their ROI. 

His particularly formative experiences included setting up and managing the expansion of operations in UK, Germany, France, Spain, USA and APAC.

Nigel has focused his expertise on the areas of balanced scorecard implementation, standards measurement, training, incentive and reward tools.

Regardless of the nature of project work being undertaken, Nigel will always focus on delivering best value to his clients, by ensuring that there is a continuous emphasis on speed, accuracy and technology to make information more accessible, actionable and reliable.

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

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.


Cristiani Oliveira

Cristiani Oliveira

Past President MSPA EA & advisor to the board

With over 25 years of professional experience, Cristiani has worked in diverse areas, such as logistics, insurance, banking and metallurgical industry. Originally from Brazil, Cristiani has been living in Europe since 2001, working in the fields of Marketing Research, Mystery Shopping and Customer Experience Management. With an education background in management, Cristiani also has training in Entrepreneurship, Communication and Public Relations. 

Cristiani joined MSPA Europe/Africa (Mystery Shopping Professionals Association) as a Director in 2007, became Vice President in 2009, President in 2010/2011, Director in 2011 to 2020 and is currently an advisor and trainer for the Association. In 2018 Cristiani was Vice President of APODEMO (Portuguese Association for Market and Opinion Research Companies). 

Cristiani contributes frequently to various publications and is a frequent speaker in national and international conferences, lecturing on topics such as Mystery Shopping, Marketing Research, Customer Experience Management, Human Resources and Corporate Communication. In her free time, Cristiani loves traveling with her husband and 3 small daughters, cooking and coding. 

Nikky Alkemade

Nikky Alkemade

Executive Director MSPA EA

Nikky joined MSPA in 2004, in the role of Executive Director of MSPA Europe/Africa. Her role and remit has increased significantly over the past 15 years, and her knowledge and influence have been key to the progress made by the Association during this period of time. 

The level of support and expertise that Nikky is able to provide will be invaluable if the growing ambitions and objectives of MSPA Europe/Africa are to be realised.

Thanasis Papapostolou

Thanasis Papapostolou

Founder - Operations Manager, AIP Consulting

Thanasis is the founder of AIP Consulting, an international Market Research company with a focus on Customer Experience Management services and technologies. Furthermore, he delivers training to middle and upper management executives in the fields of Leadership, Negotiations and Sales. Additionally, he offers Coaching and Mentoring services & tools to Startups and Executives. Prior to that, he has served in Sales Management positions for various global FMCG & Retail companies for 15+ years.