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

Registration and WELCOME reception/dinner at the Le Meridien Lav Hotel.
Dinner will be served at 20.00 hrs. (Pre registration via the registration form is required)

“Mystery guest – is it a vacation or work!”

Client Case Study in the Tourism Sector from HERAKLEA and AMINESS

Zeljka and Nikica will demonstrate how a successful partnership can deliver real results in Mystery Shopping. What the challenges are in the tourism sector and hoe to overcome the to deliver great results! Flexibility and Agility are essential...Here is what to look out for!

• Mystery shopping in tourism – how it works
• Understanding  Client requirements (shoppers profile, scenarios, timeframe…)
• Overcoming Challenges (choosing the right partner/mystery shopper, communication, what can get wrong, quick reaction…)
• The Client perspective (goals, make changes on time, reacting quickly…)
• Results and Visible improvements

Presenters

• Zeljka Joinovic - Heraklea Mystery Shopping d.o.o.
• Nikica Supek - Aminess hotels & campsites

Put a Prize on Quality - How to create a better profile and new business opportunities by diversifying into new channels and sectors

With today’s e-commerce, an increasing number of clients are establishing large multi-channel contact centres to meet the increasing demands on consumers at all stages of the buying and service journey.  SeeYou are now one of the leading Mystery Shopping Providers in the Nordic countries and have built an enviable reputation measuring contact centre quality.  
 
But how did they manage to diversify into the contact centre channel with agility and credibility in a competitive market?  It started in 2007 with a competition between 40 call centres. Today SeeYou measure 150 call centres in 18 sectors, identifying and celebrating the best call centre in Norway and benchmarking within each sector. A nationally recognised benchmark gives SeeYou profile, business opportunity  and important diversity to their business – find out how this could work for you. 

Presented by Reidar Skorpen, SeeYou

"Agile CRM | Measuring Client Value"

We’re all under pressure to maintain and grow client relationships from contract to contract, but have you ever stopped for a moment to objectively consider the absolute value of each of your clients? Which clients are worthy of CRM investment, and which ones are dragging you down? 

• Apply Value Criteria Model to develop client-value benchmarks,
• Construct a Relationship Balance Sheet to measure and evaluate client significance to your business,
• Create CRM Action Plans to ensure the most valuable clients are receiving the right level of attention.

The session is an exercise-based CRM workout (don’t worry, mental workout only) using a unique and systematic approach to measure the true value of your clients. Guaranteed to make you want to rush home and repeat this exercise with your sales teams. Well, perhaps enjoy Croatia first, then rush home.

"INTERdigitalACTION: Harvesting Experiential Insight in Realtime.

Straight from the ‘mystery shoppers’ mouth… empowering our understanding of the customer experience."

• What creates that ‘certain special something’ which evolves in to an awesome customer experience?
• Our team of mystery shoppers contribute to capture in-the-moment experiences and behaviours that help us further understand the heartland of customer satisfaction.
• Via a… Digital Qualitative tool that offers national and multi country coverage | with PC and mobile App capabilities.  
• Our team can post comments and pictures, vlog and react on a live feed, just like on social media - when in the customer service environment. We shed light on the details that matter most, digitally feeding in and interacting with qualitative researchers in real time.

"The Future of Learning and How to Benefit as a Mystery Shop Provider"

We are all constantly challenged by the need to educate our colleagues, evaluators, clients and their employees, but have limited resources and even less engagement. How do we get heard?
Guy shares the winning techniques behind using microlearning to:

• Add to your client proposition by helping them educate their frontline and measure and improve performance
• Improve shopper quality and avoid those annoying repetitive mistakes that cost you reputation and money.
• Recruit and grow the right calibre of employees and evaluators.

Keeping Your Business Agile within an International Environment

"Combining Cultural Diversity, Omni-Channel Customer Journey and creating your own specific business model"

• How to handle National and Cultural Diversity: 

By embracing different cultures and business habits, international markets can directly learn from each other and get to next level.

• How Multiple channels can be combined into one Omnichannel proposition

Developing your business by offering your clients an Omnichannel customer experience that  will strengthen your position.

• Raising the complexity of your Business model by thinking outside of the box

By better understanding your clients’ needs in a hybrid online/offline world you will see extra  potential for your service to expand.

Are you joining us to explore SPLIT!

Born in the time of Emperors; Yet today as vibrant as ever 

Gladiator spirit still in its essence; A walk among Split’s ancient stones, still embodies their presence

On request of many we included a breathtaking sightseeing tour this year to visiting the sites of SPLIT. The conference program will end before the sightseeing tour starts, leaving by busses towards Split. We will be offered a drink at the Roman Square, walk around the historical city centre and give you a tast of several local products. English speaking guides will join you for the tour. Around 19.00 hrs (7pm) the busses will arrive back to the hotel! A fantastic experience which we hope most delegates will attend! 
 

After a whole day of activities you might want to relax by not having to search the city looking for a restaurant... Considering that, and also because we know you want to make the most of network opportunities, we have organized an informal BBQ buffet right here at the 7Palms restaurant of Le Meridien hotel between 20.00-22.00 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.

"The Pricing Paradox - How to Keep Your Pricing Agile and Profitable"

• Interactive session simulating real-life pricing challenges
• How to stay strong with radically changing client requirements
• The hidden pricing traps
• Undiscovered pricing opportunities
   

"Get a Grip on Your Business"

• Why most small businesses fail and how to strengthen the business for maximum grip, more profit and more fun.
• REAL + SIMPLE = RESULTS
• GET EVERYTHING YOU WANT FROM YOUR BUSINESS WITH EOS
• Context: “The River”, The Discovery, The EOS Model, The EOS Tools, Our Proven Process, Next Steps & Conclude

Presented by Alexander Celie and Chris Goldmann

Put a Prize on Quality - How to create a better profile and new business opportunities by diversifying into new channels and sectors

With today’s e-commerce, an increasing number of clients are establishing large multi-channel contact centres to meet the increasing demands on consumers at all stages of the buying and service journey.  SeeYou are now one of the leading Mystery Shopping Providers in the Nordic countries and have built an enviable reputation measuring contact centre quality.  
 
But how did they manage to diversify into the contact centre channel with agility and credibility in a competitive market?  It started in 2007 with a competition between 40 call centres. Today SeeYou measure 150 call centres in 18 sectors, identifying and celebrating the best call centre in Norway and benchmarking within each sector. A nationally recognised benchmark gives SeeYou profile, business opportunity  and important diversity to their business – find out how this could work for you. 

Presented by Reidar Skorpen, SeeYou

"Agile CRM | Measuring Client Value"

We’re all under pressure to maintain and grow client relationships from contract to contract, but have you ever stopped for a moment to objectively consider the absolute value of each of your clients? Which clients are worthy of CRM investment, and which ones are dragging you down? 

• Apply Value Criteria Model to develop client-value benchmarks,
• Construct a Relationship Balance Sheet to measure and evaluate client significance to your business,
• Create CRM Action Plans to ensure the most valuable clients are receiving the right level of attention.

The session is an exercise-based CRM workout (don’t worry, mental workout only) using a unique and systematic approach to measure the true value of your clients. Guaranteed to make you want to rush home and repeat this exercise with your sales teams. Well, perhaps enjoy Croatia first, then rush home.

"INTERdigitalACTION: Harvesting Experiential Insight in Realtime.

Straight from the ‘mystery shoppers’ mouth… empowering our understanding of the customer experience."

• What creates that ‘certain special something’ which evolves in to an awesome customer experience?
• Our team of mystery shoppers contribute to capture in-the-moment experiences and behaviours that help us further understand the heartland of customer satisfaction.
• Via a… Digital Qualitative tool that offers national and multi country coverage | with PC and mobile App capabilities.  
• Our team can post comments and pictures, vlog and react on a live feed, just like on social media - when in the customer service environment. We shed light on the details that matter most, digitally feeding in and interacting with qualitative researchers in real time.
   

"Get a Grip on Your Business"

Guiding the audience through the “EOS Journey” and explaining why agility is a key ingredient in becoming your best.

• Agility in the EOS 90 day world
• The EOS Journey, 
  • Overview, Culture, 
  • Leadership, 
  • Transformation, 
  • Structure & Systems
• Next Steps & Conclude

Presented by Alexander Celie and Chris Goldmann

"How Mystery Shopping and Customer Experience makes Peugeot Citroen more Agile"

Client Case Study in the Automotive Sector from MSA Adria and Peugeot & Citroen Croatia

Lada, Bernarda and Dominik will show you how PSA have changed their business rapidly and productively by using Mystery Shopping and other research methods to demonstrate a real return on investment.  The session will cover:

• Methodology and Project Scope
• Insight and the of results of cooperation
• Benefits of combining research methods

Presentators

• Lada Botica, Quality & Customer Care Department, Peugeot & Citroen Croatia
• Bernada Blažek, CEO, MSA Adria
• Dominik Tepeš Rafaj, marketing and sales, MSA Adria
   

Measuring for design – how a combination of measurement tools can inform service design.

To understand how local customs, cultural norms and personal circumstance influence our customers’ needs, and what they expect of us, we studied a single experience across multiple countries in urban and rural settings.  We wanted to know – “is service in rural East Africa, the same as service in urban South Africa?”  We deployed 275 urban and rural shoppers in 6 countries across Africa to test and record the real customer experience.  To enrich their findings, we polled customers on their expectations and needs.  Using the same technique, we investigated how customer needs and expectations could vary by customer segment (or persona) in a single country or territory – is service for a connected millennial the same as service for a tech phobic pensioner?  The ability to answer these kinds of questions is at the heart of customer lead service 
 

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. We will depart from the Hotel at 19.15 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 there will be shuttles available until 2am!