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MASTER CLASSES - 24 March 2022

 


The Masterclasses are scheduled to take place on Thursday 24 March 2022 - in Amsterdam, The Netherlands. Due to the request of members we are going to try to have a LIVE event again.

Watch this space - programme, information about location and registration are published ion the next 2 weeks!

 


Master Class 1

Survive and thrive... growing your business in changing economies

Hosted by Luis Duarte Director and Václav Šojdel

Luis and Vaclav will share and explore how to flex and pivot your proposition to meet the challenges we face today - developing powerful and sustainable actions to keep you going forward.

  • The first thing you will be asked in the Masterclass is “Do you really want to grow your business?”
    • We are going to talk about the impacts on such decision in our lives.
  • The second topic we will cover and discuss is "How to get ready to grow"!
    • Here we will cover what you need to be prepared so you accelerate your business GROWTH and you will do this in the most appropriate and successful direction.
  • The third and final point; once you have decided you want to grow, we are going to present and discuss the 3 KEY FACTORS you need to act on.

How To Register

Watch this space, registration will be available soon!

Registration fee is set to Euro 275,- for the 1st person registered from your company and in case you bring a colleague(s) the fee is Euro 225,- as of the 2nd person of your company attending. The registration fee includes a full day of 3 interactive Masterclasses, refreshement breaks and lunch on Thursday March 24th. It is excluding costs fro accommodation, travel and dinners. A pre-dinner is organized for trainers and participants on Wednesday March 23rd for those who arrive early; and additonal Euro 50,- including a set three course menu, 2 drinks and coffee/tea. 

EMAIL NIKKY in case you like to optionally reserve a place already, as places will be limited - nikky@mspa-ea.org.


These Masterclasses are a not to be missed opportunity to share best practice with leaders from the industry.

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

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder ToplevelServices 
President MSPA EA

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Jill Spencer

Jill Spencer

Director ReactCX, Past President MSPA EA, Past Chair MSPA Global Board

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Nigel Cover

Nigel Cover

Past President MSPA EA, Founder Cover Consulting

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Luis Duarte

Luis Duarte

General Manager at MORE Results
Vice President MSPA EA

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Václav Šojdel

Václav Šojdel

Country Manager at Market Vision
Board Director MSPA Europe/Africa

Read more
Nikky Alkemade

Nikky Alkemade

Executive Director MSPA EA

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Thanasis Papapostolou

Thanasis Papapostolou

Founder - Operations Manager, AIP Consulting

Read more
Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

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.

  

Jill Spencer

Jill Spencer

President MSPA Europe/Africa, Chair MSPA Global Board, 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.

Her more recent work focused largely on the engagement and education of frontline workers.  By raising the level of understanding that the frontline has – and providing clear leadership and direction relating to individual and team goals – a more engaged work force has evolved, as well as a clear movement from a ‘task focused’ to ‘customer centric’ work ethic. Of specific interest at board level, the work also identified clear correlations between higher engagement levels and stronger sales performance across the client organisations that Jill worked with during this study.

Jill has written a series of case studies on the value of mystery shopping, including some high profile return on investment work, and has had several articles published on this subject.  She has also spoken at conferences throughout the world on the topic of Customer Experience.  Jill has worked as a board member of MSPA Europe/Africa since 2012, was appointed President in 2017 and Chair of the MSPA Global Board for 2019.

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

     

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.

Luis Duarte

Luis Duarte

Owner MORE by Pentaudis

Luis Duarte founded More Results – a Market Research & Insights Agency - in 1998, having previously worked in Management positions in Hotels & Tourism and in Retail, in Portugal, Germany and England. Currently Luis heads a team of dedicated professionals that are focused on helping their clients improving their customer experiences. Luis is very involved with the internal and external clients and one of the areas he is responsible for delivering results is Innovation. When it comes to Customer Experience his motto is “The answer is Yes – Which is the Question ?”.

  

Václav Šojdel

Václav Šojdel

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.

   

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.

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