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MSPA EA Conference, 21-23 May 2024  - EARLY BIRD FEE EXTENDED to APRIL 12th

MSPA EA Conference, 21-23 May 2024 - EARLY BIRD FEE EXTENDED to APRIL 12th

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LIVE (pdf version)- Preliminary DELEGATE LIST
LIVE (html version)- Preliminary DELEGATE LIST


MSPA EA conference team is happy to share that the 2024 conference planning is well underway!

Our conference in Portugal last year was a resounding success and the programme was again highly rated, so a hard act to follow so our plan is to prepare the best ever event we can; ensuring inspirational, relevant and authentic content, great networking and above all a focus on our theme for 2024 –


Do Best What Matters Most

For our clients, our people and ourselves


Our MSPA theme for 2024 is based on feedback from our members who face many challenges and opportunities as our future evolves. 

We have seen our industry move from economic boom to recession, the impact and utilisation of the online, web and social media explosion, our global focus and obsession with Customer Experience and the increasing importance of Colleague Engagement, Product Presentation and Safety.  We have seen the importance and relevance of Privacy for customer and employees backed by legislation all around the world, and a pandemic of massive health, social and commercial impact.  A rise in cost of living, international conflict, and mixed levels of growth. 

Now we see technology as our safety line with AI to help us generate more content quickly and accurately and to help translate, convert, process and validate our data!

So with all (and we mean all!) this in mind it is now more important than ever that we:-

  • Build Relevance and Authenticity for our services
  • Make the most of the Opportunities we have
  • Address the Challenges we face

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.


Register today, arrange your travel & hotel reservation!

Jill Spencer

Jill Spencer

Past President MSPA EA
Past Chair MSPA Global
Director of Insight, Proinsight, United Kingdom

Read more
Alexander Tichy

Alexander Tichy

Managing Director, RADIX Group - Austria
Past Global President AIESEC Alumni International, The World

Read more
Václav Šojdel

Václav Šojdel

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

Read more
Cristiani Oliveira

Cristiani Oliveira

Past MSPA EA President
CX Consultant
Portugal

Read more
Andy Firth

Andy Firth

Vice-President MSPA EA
Head of Insights and Analytics, Ipsos UK Ltd
United Kingdom

Read more
Niamh McCarron

Niamh McCarron

Operations Director
PAN Research Ltd,
Ireland

Read more
James Keleher

James Keleher

Managing Director
ESA Retail,
United Kingdom

Read more
Ronelle Janse Van Rensburg

Ronelle Janse Van Rensburg

Joint Managing Director
Helion Research, South Africa
MSPA EA Board Director

Read more
Marilyn Uleksin

Marilyn Uleksin

Country Manager
Dive Group
Estonia

Read more
Nabil Rizkallah

Nabil Rizkallah

Managing Director, G.W.R Consulting, UAE-Lebanon-Egypt-Portugal

Read more
Yves Van Dorsselaer

Yves Van Dorsselaer

Managing Director
excap
Belgium

Read more
Bhairavi Sagar

Bhairavi Sagar

Founder and Director of Onion Insights Pvt. Ltd., India

Read more
Aditya Singh Rathore

Aditya Singh Rathore

Vice President - Operations and Analytics of Onion Insights Pvt. Ltd., India

Read more
Veronica Perico

Veronica Perico

Senior Researcher, BVA Doxa - Italy

Read more
Lysandros Hadjilambrou and Michalis Heraklides

Lysandros Hadjilambrou and Michalis Heraklides

Lysandros is CEO of Conread Research and his client Michalis Heraklides the Retail Sales Manager of EKO CYPRUS LIMITED, part of the Hellenic Petroleum Group.

Read more

21 May, 2024 - Tuesday


10:00 - 16:00


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

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

Please contact Research Metrics directly concerning invitations and program details.

12:30 - 16:30

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

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

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

17:30 - 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 St. Raphael Resort & Marina Hotel

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)  

22 May, 2024 - Wednesday


09:00 - 09:30


Kick-off - DOING BEST WHAT MATTERS MOST

Václav Šojdel

09:30 - 09:40

Build Relevance And Authenticity For Our Services

Jill Spencer

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!

09:40 - 10:10

GuidelineGuard: Guiding Excellence in Petroleum Retail

Lysandros Hadjilambrou and Michalis Heraklides

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.

10:10 - 10:30

Driving Better Customer Experience | The evolution of the Irish Motor Industry, and our role in its success.

Niamh McCarron

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. 

10:30 - 11:15

Coffee Break...

11:15 - 11:35

Bringing Beauty to Retail – What Matters Most

Veronica Perico

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.

11:45 - 12:05

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

James Keleher

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.

12:05 - 12:30

Speakers Panel and Q&A with the audience!

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

12:30 - 14:00

Lunch

14:00 - 15:15

HACKATHON - Helps us find out how to....Do Best What Matters Most

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.

15:15- 15:45

Vendor Show & Networking

15:45 - 19:00

Social activity & Wine tasting

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! 

19:30 - 21:30

Informal Dinner at St. Raphael Resort & Marina Hotel

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.

   

23 May, 2024 - Thursday


09:00 - 09:15


Registration

09:15 - 09:35

Welcome Back

Václav Šojdel

09:35 - 09:45

Make The Most Of The Opportunities We Have

Andy Firth

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!

09:45 - 10:10

Establishing a resilient team – Building Bridges to GenZ

Alexander Tichy

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. 

10:10 - 10:30

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

Ronelle Janse Van Rensburg

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.

10:30 - 11:15

Coffee Break & Networking

11:15 - 11:40

Beneath the Layers: The Secret to Sustainable Business Growth

Bhairavi Sagar

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.

11:40 - 12:00

Emotional Analytics: Decoding the Real Language of Customer Satisfaction

Marilyn Uleksin

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.

12:00 - 12:25

Speakers Panel and Q&A with the audience!

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

12:25 - 12:30

MSPA EA - Elite Awards 

Václav Šojdel

12:30- 14:00

Lunch

14:00 - 14:05

Address The Challenges We Face

Jill Spencer

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!

14:05 - 14.25

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

Nabil Rizkallah

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.

 

14:25 - 14:45

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

Cristiani Oliveira

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.

14:45 - 15:05

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

Yves Van Dorsselaer

(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.

15:05 - 15:35

Speakers Panel and Q&A with the audience!

Speakers Panel and Q&A with the audience!

Have your say as we exchange views and learn together.

15:35 - 15:45

Closing MSPA EA conference 2024

Václav Šojdel

15:45 - 16:30

Vendor Show & Networking

19:00 - 23:00

Official Closing DINNER

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!

    


EARLY BIRD FEES EXTENDED until April 12th, 2024...

 

SCAN the QR CODE or CLICK HERE to start your registration


Registration fees & details

BEFORE
12 April 2024

EARLY BIRD

AFTER
12 April 2024

 

FULL TWO-day conference    
MSPA member - 1st participant from your company  €   545,-  €   670
MSPA member - 2nd participant from your company  €   495,-  €   620
MSPA member - 3rd participant from your company  €   485,-  €   605
CLIENT registration  €   545,-  €   670
NON MSPA member registration  €   745,-  €   870
     
ONE-day conference fees    
ONE-day registration - NON MSPA member  €   610,-  €   735
ONE-day registration - MSPA Members & Clients (*)  €   410,-  €   535
     
Social Activity  – Wednesday May 22nd (limited places)  €    65,-  €    65
Closing Dinner – Thursday May 23rd (limited places)  €   160,-  €   160

 

  • Members who prefer to register only for the Social Side Events are charged a €210,- administration fee (Non members 410) and need to pre-book at least 1 of the social dinners to make the registration complete. No access to the conference area, meeting rooms, foyer, vendor area and social events that are not pre-booked are included. 

  • FULL two-day conference fees are including attendance of the conference, Welcome reception & Dinner on Tuesday May 21st, informal dinner on Wednesday May 22nd, coffee/tea breaks & lunches during the 2 main conference days, access to the Mobile Event App and all conference material.

  • ONE-day conference fees (*) are including attendance of the conference, informal dinner on Wednesday May 22nd, coffee/tea breaks & lunches during 1 conference day, access to the Mobile Event App and all conference material. However excluding the Welcomes Reception/Dinner Tuesday May 21st. Of course you can register separately for the Welcomes reception/Dinner.

  • Booking Terms and Conditions

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. The MSPA is the association of professional companies whose goal is to improve and stimulate the acceptance, performance, reputation and use of mystery shopping and associated services.


EARLY BIRD HOTEL RATES EXTENDED until April 12th, 2024...

 

CLICK HERE - ONLINE HOTEL RESERVATION FORM

 


St. Raphael Resort & Marina ***** Limassol, Cyprus


The St. Raphael Resort & Marina is a 5* resort hotel in Limassol, Cyprus, situated on perhaps one of the finest and largest Blue Flag accredited beaches on the outskirts of the lively cosmopolitan city of Limassol. 

With a total of 272 rooms throughout the Resort and a large conference area, the St. Raphael Resort & Marina offers numerous facilities like several restaurants, bars, fitness centre, water sport facilities and two pools. In the Serinity Spa you can find a relaxed and relaxing atmosphere that invites you to a unique sensory experience.

The St. Raphael Resort & Marina manages all hotel reservations directly, please contact the hotel directly in case you have any questions; Reservations Department; reservations@straphael.com | +357 25 834309 or +357 25 834339..


Hotel Reservations


A limited number of rooms have already been blocked for MSPA guests at a special rate which is available until April 12th, 2024! After this date rooms are only available on request and the special MSPA rate is not guaranteed!

Important BOOK NOW - It is high season in Cyprus in May, don't wait and confirm your hotel reservation as soon as possible as usually the conference hotel is fully booked during the MSPA EA conference.


  • CLICK HERE to make your hotel reservations online
     
  • Or use the general website of the conference hotel - https://www.straphael.com/  and press BOOK NOW and include mspagroup as PROMO CODE at the right side of the online form to receive the special group rate for MSPA (discount rate available until April 1st, 2024).
     
  • Single room Euro 180 per night / Double room Euro 220 - Room rates include: breakfast, all taxes, 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. Rates will be available only to conference delegates. A choice of room types and Twin or Double bed requests are available, details of rates and all options can be found at the online hotel reservation form..
     
  • A credit card number will be required to the attendees in order to guarantee your booking. A payment link will be sent to the guests 10 days prior to arrival for the payment of the full amount (from the email address reservations@straphael.com). If cancelled between 10 and 3 days prior to arrival, 1 night will be charged as cancellation fees and the rest of the amount will be refunded - Hotel booking and cancellation conditions - St Raphael Resort and Marina.

 


 

Limassol, Cyprus


Situated in the eastern Mediterranean, the beautiful island of Cyprus is an interesting mixture of western European culture with a touch of the East thanks to its location close to Africa and Asia. Cyprus is a relatively small island but it is packed with fantastic beaches and resorts, ancient history including Greek and Roman remains and Greek mythology. Limassol stretches between two of the most spectacular archaeological sites in Cyprus which are built on cliff tops offering spectacular views over the sea – the ancient city-kingdoms of Amathous to the east and Kourion to the west.


The nearest airports are Larnaca Airport and Paphos Airport


Limassol is situated in an ideal location between the two international airports of the island. Larnaca airport is approximately half an hour from the hotel while transfer time from Paphos airport is approximately 45 minutes. Flights into either of these airports from many destinations are easily attained and having the choice of both arrival airports makes it easier to find a flight that suits you. Direct flights available from Athens, Paris, Prague, London, Tel Aviv, Vienna, Zurich, Budapest, Amsterdam, Warsaw, Rotterdam, Dubai, Belgrade, Munichand many more cities.

Flight Connections is an easy tool to check out flights and airline companies. Stay flexible and arrange your travel to Cyprus with a flexible ticket for your travel!

Transfer from and to the Airport


Taxi stand is available right in front of the airport; easy and enough taxis available. 

As well a transfer can be pre-ordered via https://www.holidaytaxis.com/en/. We checked it out and it works really easy and good, and they offer private taxi transfer or a shuttle service that drives from the airport to the different hotels and resorts.



 

We thank all sponsors for their support!


PATRON sponsor

 


VENDOR sponsor

                        


Become a sponsor


Download all details of the sponsor packages 2024 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 Cyprus 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.

 

Jill Spencer

Jill Spencer

Past President MSPA Europe/Africa
Past Chair MSPA Global
Director of Insight, Proinsight Mystery Shopping, United Kingdom

Jill is Director of Insight, at Proinsight Mystery Shopping. 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!

Alexander Tichy

Alexander Tichy

Managing Director, RADIX Group, Austria
Past Global President AIESEC Alumni International, The World

Alex enjoyed an education with a focus on human resources and talent management during his studies at Business University Vienna with his major in Personnel Management. While completing his Bachelor studies Alex organized his first Mystery Shopping Study for Moto Kawasaki! An early Mystery Shopping adopter back then in 1991!

At the same time Alex had first contact with AIESEC the world’s largest student organisation which would go on to have a significant impact on his further development - both in his Private Life and in Business.

Success in business followed with the creation of his communication consulting company RADIX embracing three fields of business: Market Research, Digital Advertising and PR.

Being a long term member of MSPA Europe/Africa RADIX has been an Elite Member from the award introduction, striving for excellence.

Since 1994 Alexander has been active member of AIESEC on local, national and international level. As Past Global President of AIESEC Alumni International, Alex has seen the Global Alumni Community grow to one million Alumni.

Hobbies that do keep Alexander healthy: Music (Clarinet and Saxophone), Sports (Fitness Coach) and Single Malt.

  

Václav Šojdel

Václav Šojdel

President MSPA Europe/Africa
Vice-Chair MSPA Global
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. 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.

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 MSPA EA President
CX Consultant
Portugal

Cris has a career that spans over 20 years of experience in Mystery Shopping, Market Research and Business Consulting. She was a President of MSPA Europe Africa and served in the Board for 15 years. Cris is an active member of The Woman in Tech Community at the WebSummit and DSPA (Data Science Portuguese Association).

She has managed a consulting business Since 2022 called the Lab Experience. Her work includes collaboration with many international organisations - in 2023 alone her expertise reached clients in 15 different countries on 4 continents. These include her work with the International Customer Experience Institute and Research Metrics with the launch of the CX Channel. Most recently Cris has spent her time involved in digital transformation and Generative AI, including the latest course on the Ethics of AI from the University of Helsinki.

Born in Brazil, Cris made Portugal her home over two decades ago. Today she lives in Lisbon, with 3 daughters, that taught her everything there is to know about negotiation and multitasking.

Andy Firth

Andy Firth

Vice-President MSPA Europe/Africa
Head of Insights and Analytics, Ipsos UK Ltd

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.

 

Niamh McCarron

Niamh McCarron

Operations Director,  PAN Research Ltd, Ireland

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. 

James Keleher

James Keleher

Managing Director, ESA Retail, United Kingdom

James spent his early career on the front line of customer service, working in various customer facing roles within the leisure industry, before moving into a marketing role supporting multiple sites across the UK. He then spent 15 years working agency side, delivering training, merchandising and sales solutions to support activation and sell out for brands in the technology retail sector. James joined ESA in 2018 and in his role as MD, is responsible for the strategic development of the business, service delivery, client satisfaction and the welfare and motivation of the ESA team.

 

Ronelle Janse Van Rensburg

Ronelle Janse Van Rensburg

Joint Managing Director, Helion Research, South Africa.

Ronelle has been involved in Mystery Shopping since 1997. She is currently joint Managing Director of Helion Research Africa, which she co-founded in 2014. With a passion for Africa, the Helion focus on multi-country research has resonated well with Ronelle.  Today Helion conducts research programmes in 46 countries on the African continent. Ronelle is committed to making a difference. Ronelle is passionate about upliftment – striving to make a positive impact in her community and beyond.  Not only is she a business leader, mother, and mentor, she is also actively involved with several organizations focused on Women Empowerment and Small business upliftment in Africa.

          

Marilyn Uleksin

Marilyn Uleksin

Country Manager, Dive - Estonia

Introducing Marilyn, the dynamic force behind Dive's mystery shopping adventures in Estonia! With two decades of customer service expertise under her belt, Marilyn has a knack for turning everyday interactions into unforgettable experiences. When Marilyn isn't busy at work, you can find her spreading enthusiasm and laughter wherever she goes.  Whether she's charming clients or wowing colleagues with her customer service prowess, Marilyn brings a dash of fun to everything she does. So, if you're ready to dive into a world where business meets pleasure, Marilyn is your go-to guide.

Nabil Rizkallah

Nabil Rizkallah

Managing Director, G.W.R Consulting, UAE-Lebanon-Egypt-Portugal

Nabil, a psychologist by training, founded GWR Consulting in 2005. With a dedication to quality control and customer experience research, he has led GWR to become the region's leader, with operations in 16 countries. A life long learner, having completed courses in ESA and INSEAD. Nabil was the advisor to the Ministry of Labor and the International Labour Organization in 2020/2021. He was a member of both the National COVID-19 Committee and the National Executive Vaccine Committee, where he helped develop strategies to mitigate the pandemic's economic effects. Recently, he was elected Vice-President of the MSPA Asia Pacific in 2022, a role he took on after serving as a Board Director since 2018.

Yves Van Dorsselaer

Yves Van Dorsselaer

Managing Director, excap - Belgium

Yves has been working in market research for about 25 years. After working in various roles for TNS (Kantar), INRA (Ipsos) & GfK, he joined excap in 2018. He’s an enthusiastic supporter of customer experience, proud father of two lovely kids, husband to a fantastic wife and lead guitarist of the rockband Morpheus.

 

Bhairavi Sagar

Bhairavi Sagar

Founder and Director of Onion Insights Pvt. Ltd., India

Bhairavi has an extensive 20-year tenure in the Global Mystery Shopping industry.  She has an unmatched passion for her organisation and her work, embodying the highest ethical standards combined with a firm belief in the mantra of 'making things happen.'  Bhairavi's constant forward-thinking attitude ensures that no summit is too steep for her organisation and her team.  An avid traveller with more than 55 countries under her belt, in her free time, Bhairavi indulges in pampering her 5 dogs, showcases a creative flair for curating spaces with a keen eye for design, and frequently embarks on spontaneous solo travels.

 

Aditya Singh Rathore

Aditya Singh Rathore

Vice President - Operations and Analytics of Onion Insights Pvt. Ltd.., India

Aditya is a third generation die-hard cavalier from India, commissioned in the 8th Light Cavalry.   Leading from the cupola of his tank, his military career spanning over 22 years is credited with important appointments at the Indian Army Headquarters, instructional tenures, intelligence operations and serving in hostile combat zones.  His years in uniform have equipped him with an analytical mindset, a strong perspective on organisation dynamics and a sharp foresight for meticulous planning.  These valuable skills are at the forefront as he leads Operations and Analytics at Onion Insights.

 

Veronica Perico

Veronica Perico

Senior Researcher, BVA Doxa - Italy

BVA Doxa were the first Italian company to join MSPA in 2006, as a leading company in Customer Experience. Part of the BVA group since 2020, they are a pioneer in the application of behavioral sciences to mystery shopping. Veronica is a passionate sociologist fascinated by consumers and has been working in BVA Doxa since 2011. She has a love for the mix of data analysis and insight generation, turning data into insight to drive action. In recent years Veronica has been focusing on customer experience and behavioural sciences - a fascinating blend of measuring actions and behaviours that create emotions, feelings that result in world-class customer experiences.

Lysandros Hadjilambrou and Michalis Heraklides

Lysandros Hadjilambrou and Michalis Heraklides

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.

Lysandros brings 27 years of experience with Conread Research.   As a founder of the company, he currently serves as a CEO and manages many of the company’s key accounts.  His extensive experience makes him ideally placed to consult clients on their innovative research programmes.  He has designed and coordinated many Global market research studies in more than 60 countries.  A selection of his experience includes Al Futtaim Automotive, Deutsche Post, DHL Express, DHL e-Commerce, Hellenic Petroleum.  His expertise is in designing new methodologies using innovative technologies to bring maximum output for clients.  

Lysandros has lived and worked in number of countries in Middle East & Europe and holds an MBA from Alexander College and a Degree from the University of Arts, London

His client Michalis Heraklides who is the Retail Sales Manager of EKO CYPRUS LIMITED, part of the Hellenic Petroleum Group.

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