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Workshop Week 2019 - NH Hotel Collection Giustiniano

Workshop Week 2019 - NH Hotel Collection Giustiniano

Programme Workshop Week 2019 (pdf)

 

 

After the phenomenal success of our last 2 workshop weeks, we have responded to demand by scheduling a follow up event in ITALY - 27 & 28 November 2019.

The feedback supports our objective of providing Account/Project/Sales Managers & company owners with the ability to Connect, Learn and Share in a non-competitive environment

These high-profile workshops are organized over 2 days and allow you and your colleagues the flexibility to choose if you would like to attend 4 sessions or all 8. 

Share this event with your staff in the office; from Directors to Project Managers – all are welcome to network, share and learn at the MSPA Europe/Africa Workshop Week.

Register before September 29th, 2019 & receive a 10% Early Bird discount!

The workshops will all be run by leading professionals from within our industry. This event offers the perfect opportunity to meet and share ideas with other Mystery Shopping professionals and return to your offices with lots of new ideas…


Wednesday 27 November 2019

Leadership and Sales

Focussed on the needs of leaders and business developers, but valuable to anyone in a position to influence strategy with your business and your clients.

Thursday 28 November 2019

Client Management and Operations

A day for those that deliver your business promise to your clients and through your operational excellence.

 


Confirm your attendance today as individual workshop places are limited!

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

President MSPA Europe/Africa, Founder ToplevelServices

Read more
Nigel Cover

Nigel Cover

Past President MSPA Europe/Africa, Founder Cover Consulting

Read more
Andy Firth

Andy Firth

Deputy Managing Director at Ipsos Mystery Shopping UK

Read more
Luis Duarte

Luis Duarte

Owner MORE

Read more
Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

Read more
Vaclav Sjodel

Vaclav Sjodel

Country Manager at Market Vision - Czech Republic

Read more

November 26th, 2019 - Tuesday

19:00 - 19:30 hrs

Welcome drink delegates and trainers

19:30 - 21:00 hrs

Dinner & Networking

November 27th, 2019 - Wednesday

08:45 - 9:00 hrs

Welcome Coffee

9:00 - 9:30 hrs

Introduction to MSPA & Ethics

Stefaan Vandroogenbroeck

9:30 - 10:15 hrs

Workshop
GDPR and Legislation Overview

Nigel Cover

GDPR and Legislation Overview - Nigel Cover

Nigel is a Past President and previously the Global Chair of the MSPA and has a unique insight into how the challenges legislation like GDPR will impact your business, and how to make sure you turn these challenges into advantages.  We will explore:

  • The background, why it exists and who it projects from a Business Owner perspective
  • How it affects Mystery Shopping
  • Overview of Business Implications
  • Being a Data Controller and obligations to your shoppers and employees
  • Being a Data Processor and obligations to clients and their employees

10:15 - 10:45 hrs

Coffee Break

10:45 - 12:30 hrs

Workshop
Proposition & Positioning In Our Market

Vaclav Sjodel

Proposition & Positioning In Our Market - Vacav Sjodel & Nigel Cover

Nigel has 30 years leading MS and CX businesses on a global stage and Vaclav heads a dynamic growing operation, using his background as an economist to make the most of every market situation.

In this joint session, aimed at owners and business developers, Nigel will discuss and lead a brainstorm on how to make sure your business has the right Value Proposition to be successful.  Nigel will draw on real examples to help you understand:

  • The wider CX market and our opportunities
  • Finding your truth - what makes your business special
  • Why Buys - a winning formula or selling more

Vaclav will extend the subject into how you can adjust your proposition and react to changing economic cycles:

  • At different stages of the business/economic cycle, mystery shopping is used differently, let´s find ways how to be agile enough and react accordingly
  • Balanced Scorecards and Mystery Shopping, how they come together
  • Diversification of your Mystery Shopping Portfolio based market changes
  • Case study: Mystery Recruitment/Employee Experience

12:30 - 13:30 hrs

Lunch

13:30 - 15:00 hrs

Workshop
Add on Sales and Case Studies

Stefaan Vandroogenbroeck

Add on Sales and Case Studies - Stefaan Vandroogenbroeck

Stefaan returns to lead a session dedicated to how you can sell more services from a solid base of Mystery Shopping. Some of the key issues we will develop during the workshop are: 

  • What are the Mystery Shopping techniques that work well today? 
  • How can we add some easy to create additional services on our portfolio?
  • How can we combine Mystery Shopping with other services like training, coaching, customer surveys…
  • Mystery shopping in the Business-to-Business sector
  • Supporting diversification – example case studies 

15:00 - 15:30 hrs

Coffee break

15:30 - 16:30 hrs

Workshop
Grow and Diversify

Luis Duarte

Grow and Diversify - Luis Duarte

Luis is the Vice President of MSPA in Europe/Africa and comes to us with a wealth of experience starting and growing his business in Portugal and across Europe.  He will explore the motivation behind expansion:

  • Do you really want to grow your business?
  • Inspiration, Vision, Mission, Values and a clear Value proposition 
  • Being internally organised to grow
  • First transform yourself
  • Diversify and Differentiate!
     

19:00 - 20:30 hrs

Dinner & Networking

November 28th, 2019 - Thursday

8:45 - 9:00

Welcome Coffee

09:00 - 09:15

Introduction to MSPA & Ethics

Stefaan Vandroogenbroeck

Stefaan is the President of the MSPA in Europe and Africa and welcomes all to our workshop. He explains the origins and benefits of our association to member companies, and the Ethics that bind us all together.

9:15 - 10:30 hrs

Workshop
GDPR and Legislation - Detail & Testing  

Nigel Cover

GDPR and Legislation - Detail & Testing - Nigel Cover 

Nigel has a unique insight into how the challenges legislation like GDPR will impact your business and how to make sure you operationally meet these challenges.  The session is extensive and will test everyone’s understanding!  We will explore:

  • GDPR background, why it exists and who it projects, from a Mystery Shopping Operational perspective
  • Being a Data Controller and obligations to your shoppers and employees
  • Being a Data Processor and obligations to clients and their employees
  • Checking and testing your operational knowledge.

10:30 - 11:00 hrs

Coffee break

11:00 - 12:30 hrs

Workshop
Recruiting and Managing Shoppers

Keira Mackenzie-Smith

Recruiting and Managing Shoppers - Keira Mackenzie Smith 

Keira leads a Mystery Shopping and Coaching business in Europe and Asia Pacific and is a respected and regular workshop presenter.  In this session she will explain why Mystery Shoppers are the most important resource we have. There is a whole “world” of people who never have been Mystery Shoppers.  This session explores two critical issues:

  • Attracting and Recruiting the Right Shoppers
    • What are the key recruitment messages for a potential shopper?
    • Which channels should we use to find them?
    • Who do you need – have you got the right profile of people based on your market?
  • Getting the best out of your shoppers
    • Training and Developing for Star Shoppers – Tips and Tricks
    • Compensating and Remunerating Deserving Shoppers

12:30 - 13:30 hrs

Lunch

13:30 - 15:00 hrs

Workshop
Setting Up Projects

Keira Mackenzie-Smith

Setting Up Projects - Keira Mackenzie Smith 

Using a mystery shopping case, we will brainstorm our way through project set up, including planning field logistics, surveys and shoppers, along with preparing materials, guidelines and training. By failing to prepare, you are preparing to fail!
 

  • Preparation
    • Start at the end… work out and agree your deliverables
    • Creating realistic scenarios
    • Clear and structured questionnaires – a quick guide
    • Selecting the right shoppers
  • Application
    • Briefing the shoppers
    • Managing fieldwork
    • Resolving problems!

15:00 - 15:30 hrs

Coffee break

15:30 - 16:30 hrs

Workshop
Presenting Results

Andrew Firth

Presenting Results - Andy Firth

Andy joins us from Ipsos to help us explore how best to report results at all levels of the client organisation. Using data to tell a story, and the story to lead to improvements for clients and more business for you.  His global experience is invaluable…

  • Are you Managing Results or are Results Managing you?
  • Results and Strategies to add value and open more business opportunities
  • Analytics and Return on Investment (ROI)

 

Register before September 29th, 2019

10% Early Bird discount to the registration fees!

 

To start your online registration click the "sign up" button or open the online registration form here


Discount Codes available

EARLYFULL - 10% Early Bird discount and an extra 10% discount when you regsiter for the full 2 days of workshops (availabe until September 29th, 2019)
EARLY - 10% Early Bird discount (available until September 29th, 2019)
FULL - 10 discount when you register for the full 2 days of workshops (available between September 29th and November 26th, 2019)

Include the code in the discount box when you select your registration fee!


Registration Fees

  • 2 DAY's Workshop Special package € 800,- includes; before September 29th € 712,-
    • SPECIAL PRICE for the complete 2 DAYS package Euro 870 -/- 10% discount
    • Dinner on Tuesday & Wednesday evening, all 8 workshops, breaks and lunches during both days and workshop materials
    • An extra 10% discount when registered before September 15th, 2019

 

  • 1 DAY Workshop package € 385,-  includes; before September 29th € 346,50
    • The 4 scheduled workshops on the day of your preference, breaks & lunch on the day of your workshops, all workshop materials
    • 10% discount when registered before September 15th, 2019
    • Dinners on Tuesday and Wednesday can be reserved separately during registration

Tuesday 26th November 2019

Pre-workshop Dinner & networking 

€ 60


Wednesday 27th November 2019

Workshop package DAY 1

  1. GDPR and Legislation Overview
  2. Proposition and Positioning In Our Market
  3. Add on Sales and Case Studies
  4. Grow and Diversify

€ 385

Informal Dinner & networking

€ 60


Thursday 28th November 2019

Workshop package DAY 2

  1. GDPR and Legislation Detail and Testing
  2. Managing Shoppers
  3. Setting up Projects
  4. Presenting Results

€ 385

 


Bookings & Cancellation policy:

  • All mentioned registration fees include workshop, workshop materials, 2 scheduled coffee/refreshments breaks per day and lunch. NOTE: when you registered for the 2-Days workshop package the dinners on Tuesday November 26th and Wednesday November 27th are included to your fee. 
  • All mentioned registration fees excludes VAT, dinners to be booked separately and any hotel & travel costs (such as accommodation). 
  • Cancellations are only accepted in writing and send to europe@mysteryshop.org
    • If a cancellation is received between 7-5 weeks prior to the event €100 will be charged per cancellation for administrative purposes. 
    • If you cancel within 5 weeks of the event the total amount, for all workshops confirmed, will be charged 
    • However, you may always let another colleague take your place at no extra charge or cancellation fee 
  • An invoice is send by MSPA Europe/Africa for the registration fee and in case reserved the network dinner(s) (including set menu and 2 drinks beer/wine/soda). The invoice needs to be settled within 3 weeks after receiving the invoice. 
  • At the time the workshop will be confirmed all delegates receive information on the hotels near to the workshop location to reserve a hotel room if needed. Please do not reserve an hotel room before MSPA confirms the workshop to you to prevent any cancellation difficulties.  
  • MSPA Europe/Africa hold the right to cancel the workshop if the minimum number of delegates is not reached.

The workshops will be organized at the NH Hotel Collection Roma Giustiniano, Rome, Italy.


HOTEL RESERVATIONS

You can reserve your hotel roomfor the NH Hotel Collection Roma Giustiniano via - https://www.nh-hotels.com/event/workshop-mspa-europe

The NH Hotel Collection Roma Giustiniano blocked several hotel rooms for the participants of the workshops and will keep optioned the rooms until next 10 October 2019. After this date rooms and rate are on request and availability is not guaranteed any more.

Be advised that if your require hotel reservations you need to arrange this directly to the NH Hotel Collection Roma Giustiniano, it’s NOT included in the Workshop fee.

  • The NH Hotel Collection Roma Giustiniano offers excellent room rates - Euro 120,05 including Single room, VAT and Breakfast
  • Please reserve your hotel room in time; only a limited number of rooms are available and all rooms are available on request

Booking & Cancellation conditions NH Hotel Collection Roma Giustiniano:

  • The payment for the entire stay will be collected directly by the Hotel at check in, together with the amount due as city tax.
  • A credit card as a guarantee of the remaining balance with the debit authorization in case of missed or partial payments, cancellations exceeding the permitted, unpaid extras, late check-out and early check-in, postponed arrivals, early departures and no-shows, is required.
  • In case of cancellations before the 10 October 2019 no penalty will be applied.
  • In case of total or partial cancellation from 11 October 2019 to the arrival date or in case of no show, late arrival or early departure, the entire stay will be charged as penalty.

Different rates and conditions can be found at the NH website in case required - https://www.nh-hotels.nl/hotel/nh-collection-roma-giustiniano

 


NH Hotel Collection Roma Giustiniano
Via Virgilio, 1 E/F/
00193 Rome
Italy
+39 06 68281601
https://www.nh-hotels.com/hotel/nh-collection-roma-giustiniano


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 Rome! 

 

NH Hotel Collection Roma Giustiniano
Via Virgilio, 1 E/F/
00193 Rome
Italy
+39 06 68281601
https://www.nh-hotels.com/hotel/nh-collection-roma-giustiniano


From the Airport

Train: Departs every 20 minutes from the Fiumicino Airport to the Termini Station. Take the Line A subway to Lepanto. The hotel's a five-minute walk from the station. 
Taxi: It's a 33 minute trip and is around €60. Private limosines are also available. Ask the hotel for more information. 
Aerobus shuttle: Departs every 30-45 minutes and costs €6. Drop off at Stazione Termini and from there take Metro A (Termini) underground stop toward Battistini for 5 stops, alight at Lepanto.


From the Trainstation

From Lepanto metro stop: take the Bus line 913 toward Augusto Imperatore for 2 stops. 
Closest metro station: Lepanto 
100min Ticket: 1.50€ 24h Ticket: 7.00€ 48h Ticket: 12.50€ 72h Ticket: 18.00€ 7-day Ticket:24.00€ 
Click here for a Rome Metro map.


Supporting Sponsor

         

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Incoming President MSPA Europe/Africa, Founder ToplevelServices

Stefaan Vandroogenbroeck - President MSPA Europe/Africa, Founder ToplevelServices

Stefaan is an expert in the field of Mystery Shopping and Customer Service Relations. During his early career, he successfully created and managed three different contact centers in Belgium and the Netherlands. During the last 8 years he has established himself as an expert in the creation and ongoing management of Mystery Shopping and Market Research projects.  He has also qualified as a trainer/coach during this time.

It was whilst working as a Contact Center Manager that Stefaan discovered the value of using Mystery Shopping techniques. He was so motivated by this experience that he moved across to work for a Belgian Mystery Shopping company.

After three successful years as part of the Mystery Shopping world Stefaan was promoted to the role of Associate Director, and such was his passion for his work that he decided to set up his own company in Lille in early 2010. 

Stefaan's strong background and extensive experience in his field of operation, together with a continuous and infectious enthusiasm, has helped ensure that together with his skillful team, he will continue to drive local and European Mystery Shopping projects to a successful conclusion for his clients.

As a member of the MSPA European & African Board, Stefaan continues to work with expertise and passion for Education & Accreditation as President .

Nigel Cover

Nigel Cover

Past President 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.

Andy Firth

Andy Firth

Deputy Managing Director at Ipsos UK

Andy Firth, Deputy Managing Director at Ipsos Mystery Shopping 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 Deputy Managing Director of Ipsos’s UK Mystery Shopping Service Line, Andy mainly focuses on Business Development and Insight; with particular expertise in Financial Services and Public Sector. 

Luis Duarte

Luis Duarte

Owner MORE by Pentaudis

Luis Duarte is a graduate in Hotel Management and founded MORE by Pentaudis 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 17 dedicated professionals that are focused on helping their clients improving their customer experiences. Pentaudis is split into two Business Units – Mystery Shopping and Market Research & Data Analytics – and offers within these units various management tools, that are used in line with the client’s specific goals. 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!

Keira Mackenzie-Smith

Keira Mackenzie-Smith

Managing Director of Learning Curve

Keira Mackenzie-Smith Keira Mackenzie-Smith is a Hong Kong-based entrepreneur leading the dynamic team at Learning Curve. Learning Curve partners with service industry clients to create tailored programs in mystery shopping, consumer research and management training. Keira’s enthusiasm and inspiring energy for the service industry drives her to make exceptional service a standard, not just a desire. Learning Curve had its beginnings in Australia in 2005 before moving HQ to Hong Kong in 2010. Learning Curve is a proud member of MSPA Europe Africa and member and former Board Director of MSPA Asia Pacific. 

Vaclav Sjodel

Vaclav Sjodel

Country Manager at Market Vision - Czech Republic

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.

Ipsos
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