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JOIN US - Virtual Conference Friday May 28th 2021

JOIN US - Virtual Conference Friday May 28th 2021

 

An important and exciting message… REGISTRATION IS OPEN! We are delighted to announce that registration is now open for our:

Friday May 28th 2021 - MSPA EA Virtual Conference 2021

After our successful first Virtual Conference we are ready to raise the bar even further and are deep in preparation for the 2021 virtual conference. We will feature lots of dialogue so we can learn from each other, share experiences and connect to a brighter future.  We plan lots the discussions as we define how mystery shopping continues to evolve deliver even more & opportunities in this new era.

Mark the date & time (9:30 am to 5:00 pm (GMT+2 - Amsterdam time) and complete your registration today to show others you will be there! 


Our theme for 2021 takes us one big leap further on… 

DISCUSS, DEFINE, DELIVER

Challenges and Opportunities; the MSPA EA Open Dialogue

  • DISCUSS… the challenges we face
  • DEFINE… how and where we should prioritise
  • DELIVER… opportunities for us all to grow

Speakers and sessions are being finalised in the next days and we already promise you a full day of sharing and learning and online connection. Chekc the Agenda & SPEAKER pages!

Thursday May 27th 2021 - the day before...

The day before the annual conference, Thursday May 27th, there will be two additional activities;

  • MSPA EA Introduction session for new members and staff of MSPA EA member companies (included) AND
  • First virtual MASTERCLASS (additional paid session) - "Survive and thrive... growing your business in changing economies".

You can register for these sessions within your conference registration. If you like to register only for the Masterclass check out the information page here.

Early Bird Fees

Places are available for you and any of your team at a special Members rate of 95 Euros per person (any 2nd, 3rd or 4th person of your company only pay Euro 50!) for registrations made before 25th May.

See you all at the 2nd Virtual Conference of MSPA EA!

Your MSPA EA Team

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder ToplevelServices 
President MSPA EA

Read more
Abdel Wahab Chaoui

Abdel Wahab Chaoui

Founder and associate director of C&O Marketing

Read more
Rena Shaw

Rena Shaw

Founder Storecheckers

Read more
Jill Spencer

Jill Spencer

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

Read more
Luis Duarte

Luis Duarte

General Manager at MORE Results
Vice President MSPA EA

Read more
Vaclav Sjodel

Vaclav Sjodel

Country Manager at Market Vision
Board Director MSPA Europe/Africa

Read more
Cristiani Oliveira

Cristiani Oliveira

Mystery Shopping Director at Intercampus
Board Director MSPA EA

Read more
David Hopkins

David Hopkins

Managing Director & Founder - Proinsight

Read more
Joelle Makdessi

Joelle Makdessi

Country Manager of GWR consulting

Read more
Thanasis Papapostolou

Thanasis Papapostolou

Founder - Operations Manager, AIP Consulting

Read more
Claire Boscq-Scott

Claire Boscq-Scott

Customer Service & Feng Shui Keynote Speaker, Consultant

Read more
Hagop Harmandarian

Hagop Harmandarian

Chief Strategy Officer at Romir

Read more
Valeriy Khrapov

Valeriy Khrapov

Head of the MS Department at Romir

Read more
Martina Fossati

Martina Fossati

Researcher at BVA Doxa, BU Retail and mystery shopping

Read more
Neringa Kazlauskienė

Neringa Kazlauskienė

Managing Partner at „Shopper Quality Group“

Read more
Carla Carvalho Dias

Carla Carvalho Dias

Speaker, Consultant, Trainer

Read more
Anna Shanova

Anna Shanova

Market Intelligence Senior Manager, Kia Motors Russia

Read more
Antonios Daskos

Antonios Daskos

Managing Director, DOOR Training & Consulting

Read more
Antonio Maiorano

Antonio Maiorano

Director of Sales for BARE International EU

Read more
Andy Firth

Andy Firth

Deputy Managing Director, Ipsos Mystery Shopping UK

Read more
Jan-Willem Smulders

Jan-Willem Smulders

Managing Director Creating Winners / Founder & Chairman at Ideas Academy

Read more

Thursday May 27th, 2021

 

10:00 - 10:30 hrs

 

Welcome coffee, networking en exploring the portal

10.30 - 11.30 hrs

OPEN SESSION - An Introduction to the MSPA EA for New Members or New staff within your company.

Hosted by Luis Duarte MSPA EA Vice President and Cristiani Oliviera MSPA Board Member.

Luis Duarte

Hosted by Luis Duarte MSPA EA Vice President and Cristiani Oliviera MSPA Board Member, supported by Stefaan Vandroogenbroeck, President of MSPA EA.

Luis and Cris will run an open session for all new members, or any existing member if they wish to attend or send team members new to the MSPA.

  • This will cover how the MSPA can help you improve your personal and business lives through
  • Connecting with new business opportunities and partnerships
  • Learning about Mystery Shopping specific ethics, standards, guidelines, best practices, legislation and of course market trends.
  • Sharing ideas and case studies

Free and open to all, helping you navigate through all the MSPA has to offer and the resources available to our members in Europe and Africa.

13:00 - 16:00 hrs

MASTER CLASS - Survive and thrive... growing your business in changing economies

Cristiani Oliveira

We 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.

Led by Vaclav from the Czech Republic and Luis from Portugal, they will show you how to power through for a new future. Book early as space is limited to 20, at an earlybird price of 65 euros per attendee (MSPA members rate).  

This session is not to be missed and available on a first come first served basis!  But only for those who whant to fully engage, take part with cameras on and learn!

Friday May 28th, 2021

 

9:30 - 10:00 hrs

 

Welcome Coffee & Networking

10:00 - 10:40 hrs

Opening & Welcome of the Virtual MSPA EA Conference 2021

Stefaan Vandroogenbroeck

Interactive opening session from Stefaan Vandroogenbroeck - President MSPA EA - including an annual update

DISCUSS, DEFINE, DELIVER

Challenges and Opportunities; the MSPA EA Open Dialogue

  • DISCUSS… the challenges we face
  • DEFINE… how and where we should prioritise
  • DELIVER… opportunities for us all to grow

10:40 - 10:55 hrs

Quick Coffee Break

Meet the others in the meeting Hub; connect and schedule meetings for later on!


10:55 - 11:00 hrs

OPEN DIALOGUE I

Mystery Shopping IN THE NEW WORLD

Andy Firth

DIALOGUE I - Mystery Shopping IN THE NEW WORLD Dialogue

  • DISCUSS… the challenges we face
  • DEFINE… how and where we should prioritise
  • DELIVER… opportunities for us all to grow

Challenges and Opportunities; the MSPA EA Open Dialogue

11:00 - 11:15 hrs

1 year later. How Customer Experience changed after the Pandemic

Antonio Maiorano

1 year later. How Customer Experience changed after the Pandemic

  • Presentation of the study and main findings
  • Customer Experience shifts in different industries
  • Gathering data from Evaluators and activating them

11:15 - 11:30 hrs

AI: A threat or a big opportunity?

Thanasis Papapostolou

AI: A threat or a big opportunity?

As a leading trend in technology, AI is gaining popularity among companies, as a growth tool for those who seek to provide better and more customized experiences. 

  • Can AI tools be a threat for our industry?  
  • Are there any big opportunities for MS and fieldwork management providers and  
  • how can they be exploited?  

Check how AI can assist in the transformation of our offered services. 

11:30 - 11:35 hrs

Automating checks and QC by using Voice Recognition technology

Hagop Harmandarian

Automating checks and QC by using Voice Recognition technology

 

11:35 - 11:50 hrs

Transformation of the automotive market. How has the market changed over the year? (Client case)

Valeriy Khrapov

Transformation of the automotive market. How has the market changed over the year? (Client case)

The automotive market suffered from a major shock last year, but this was a strong push to change the industry and research approaches. What services have become in demand, how the quality of service has changed, and how customers have reacted to the changes.

Joined presentation by Valeriy Khrapov, Romir and Anna Shanova, Market Intelligence Senior Manager at Kia Motors Russia

11:50 - 12:10 hrs

DIALOGUE I - Panel and Q&A

Abdel Wahab Chaoui

DIALOGUE I Panel and Q&A - Mystery Shopping IN THE NEW WORLD Dialogue

Andy Firth and Abdel Wahab Chaoui welcome back all speakers and moderate questions from the audience.


12:10 - 12:55 hrs

Lunch & Networking


12:55 - 13:00 hrs

OPEN DIALOGUE II

PEOPLE AND PERFORMANCE

Rena Shaw

DIALOGUE II - PEOPLE AND PERFORMANCE Dialogue

  • DISCUSS… the challenges we face
  • DEFINE… how and where we should prioritise
  • DELIVER… opportunities for us all to grow

Challenges and Opportunities; the MSPA EA Open Dialogue

Concurrent Session - part 1

13:00 - 13:15 hrs

Creating Winners through the Power of Play

Jan-Willem Smulders

Creating Winners through the Power of Play

Storyline; cases where Mystery shopping is connected to other techniques such as training, coaching, incentives and NOW gamified learning!

13:00 - 13:15 hrs

Optimize your workplaces to boost employee performance and drive customer loyalty

Claire Boscq-Scott

Optimize your workplaces to boost employee performance and drive customer loyalty

  • Make simple but powerful changes in your environment to maximize your productive, without having to cost anything
  • Enhance a positive mindset to boost confidence, focus and drive
  • Achieve a healthy work/life balance to increase happiness, conduce greater creativity and optimize performances

13:00 - 13:15 hrs

Accountability for results

Antonios Daskos

Accountability for results

If you get accountability right, you get everything right. In this session, the Results’ Pyramid© model will be used to present the importance of Accountability in achieving organization’s mystery shopping key results (Key results: Non delivery is not an option).

13:00 - 13:15 hrs

Powering Up the Dream Team

David Hopkins

Powering Up the Dream Team

During this short action packed session, David will offer first hand examples of how he and the Proinsight team have engaged their workforce (shoppers & employees) to allow them to be equipped for success following the COVID pandemic.  

13:15 - 13:30 hrs

How Partnerships make Your Mystery Shopping Business Stronger - FC Porto Case Study

Carla Carvalho Dias

How Partnerships make Your Mystery Shopping Business Stronger - FC Porto Case Study

Carla Carvalho Dias and Luis Duarte will share how they build a sucessful and mutually benefitial partnership and what it takes to do so. FC Porto Football Club is the case study that will be presented.

13:35 - 13:50 hrs

Concurrent Session - part 2 

All 4 concurrent sessions are repeated choose another one to attend! 

13:50 - 14:10 hrs

DIALOGUE II Panel and Q&A

Vaclav Sjodel

DIALOGUE II Panel and Q&A - PEOPLE AND PERFORMANCE Dialogue

Rena Shaw and Vaclav Sjodel welcome back all speakers and moderate questions from the audience.


14:10 - 14:40 hrs

Coffee break & Networking


14:40 - 14:45 hrs

OPEN DIALOGUE III

OPERATIONAL CHALLENGES

Jill Spencer

DIALOGUE III - OPERATIONAL CHALLENGES Dialogue

  • DISCUSS… the challenges we face
  • DEFINE… how and where we should prioritise
  • DELIVER… opportunities for us all to grow

Challenges and Opportunities; the MSPA EA Open Dialogue

14:45 - 15:00 hrs

A Design Thinking Approach to Mystery Shopping

Martina Fossati

A Design Thinking Approach to Mystery Shopping

The Mystery Shopping Design Thinking Approach it’s used to gather fact-based and consumer-centric insights coming from all brand contact channels. Involving mystery shoppers who become real customers, we could measure service providers' processes along the customer journey. Perspectives and real case histories will be presented and discussed.

15:00 - 15:15 hrs

Praise the service initiative

Neringa Kazlauskienė

Praise the service initiative

Neringa will talk about "Praise the service" initiative case study. The initiative started in 2020 after the first wave of Covid-19 and it received big attention in Lithuania. The initiative consists: mystery shopping, online voting, praise, election and awards of the best customer service companies. 

15:30 - 15:50 hrs

DIALOGUE III Panel and Q&A 

Cristiani Oliveira

DIALOGUE III Panel and Q&A - PEOPLE AND PERFORMANCE Dialogue

Jill Spencer and Cristiani Oliveira welcome back all speakers and moderate questions from the audience.

15:15 - 15:30 hrs

The 5 Levels of Leadership and the EDSOC brain chemicals forming them

Joelle Makdessi

The 5 Levels of Leadership and the EDSOC brain chemicals forming them

There are 5 levels of leadership that employees go through when entering an organization. The process is not simply linear moving upward but it is a loop, where - under stress - employees can go back 1 level or 2 and then later need to recover the original level they had reached.

  • The 5 levels and the brain chemicals that play the role in reaching them, same for the brain chemical that affects the retreat in levels (Endorphine, Dopamine, Serotonin, Oxytocin, and Cortisol
  • How to recognize at which level a team member is and how to manage that situation.

This is beneficial both for us as Companies to deal with our team members and for consulting our clients when they are managing their team members especially post Covid where Cortisol levels are high.


15:50 - 16:15 hrs

Close, wrap up and.....handover Presidency MSPA EA

Stefaan Vandroogenbroeck

Early Bird Registration Fees - deadline May 24th

 

MSPA Member Employees

  • € 95,- ► 1st registration - Employee MSPA recognised member company
  • € 50,- ► 2nd (and more) registration - Employee MSPA recognised member company

 

NON MSPA Companies Employees

  • € 140,- ► 1st registration - Employee NON MSPA member company
  • €   95,- ► 2nd (and more) registration - Employee  NON MSPA member company


Early Bird Registration fees - registrations received LATEST May 24th, 2021. Registrations received AFTER May 24th will be invoiced a € 15,- administration fee.

Booking and cancellation conditions

  • Prices are per person, in Euro's. Participants will be sent an invoice which must be paid before the event starts.
  • Registration fees are per person, in EURO and exclude VAT were it applies. Dutch VAT will be applied to all customers located in The Netherlands, the reversed charged principle will be applied for European customers that provide us with a valid VAT number. All customers outside of the European Union are exempt from VAT.
  • Cancellation is only possible in writing. No costs if cancellation is received before May 24th, 2021; After May 24th 2021 the full registration fee will be charged for administration purposes.
  • In case of cancelling your registration a colleague could always attend the conference in your place.
  • 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 conference in full or reschedule to another date. MSPA will do their utmost to refund the registration fee in full or partly to the delegates. 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).
  • The registration fee for the virtual conference includes registration online event on 28 May 2021 and Portal access until 7 days after the event.
  • An invoice is sent by MSPA Europe/Africa for the Conference fees. The invoice needs to be settled within 2 weeks after receiving the invoice.
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.

  

Abdel Wahab Chaoui

Abdel Wahab Chaoui

Founder and associate director of C&O Marketing

He has 20 years of experience in market research and mystery shopping. After completing a Masters in Marketing of Retail at Business School, he worked as a Marketing Senior Consultant with the USAID.

Since 1994, he has worked as associate director of C&O Marketing. Within C&O Marketing, he is in charge of marketing surveys, elaboration of marketing strategy especially in retail and franchises and in mystery shopping activities. He is also responsible for international studies and research throughout Europe, Africa and Middle East.

Abdel used to collaborate with a newspaper as a columnist for 5 years. Regarding, the associative life, Mr.Chaoui has been a representative of ESOMAR in Maghreb for 6 years.

        

Rena Shaw

Rena Shaw

Founder Storecheckers

After completing her degree in Social Anthropology, Rena joined Rumbelows Thorn Head Office as a Graduate Trainee, completing a Masters Degree in Politics and Government in the evenings.

Rena moved to Dixons Retail as a Trainee Buyer, just at the commencement of their period of exponential growth. Dixons provided a fascinating insight into an enormously successful retail organisation. It was a thrilling environment to work in, and much was learnt about teambuilding from their successful approach of the buying and marketing teams working in unison.

Rena’s working experiences and the belief that Customer Service was an often forgotten vital ingredient in business, led to the establishment of Storecheckers Mystery Shopping, set up with Jeff Caplan in 1989. Since its formation Storecheckers has become a respected player in the field of Mystery Shopping, Market Research & Training, improving customer satisfaction and client success rates.

Rena’s moto is that life is to be loved and laughter is the best medicine. She loves spending time with family and friends, travelling anywhere but especially on long train journeys and exciting destinations such as Siberia, Mongolia and Albania,  and also ogling at Bruce Springsteen’s gyrations.

      

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!

     

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 ?”.

  

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.

   

Cristiani Oliveira

Cristiani Oliveira

Mystery Shopping Director at Intercampus

Cristiani Oliveira was appointed as Mystery Shopping Director at Intercampus, Portugal, in 2011.

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 and is currently a Director and a Trainer for the Association. Since 2018, Cristiani is also 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. 

   

David Hopkins

David Hopkins

Managing Director & Founder - Proinsight

David has worked in various senior management role within the UK Health & Fitness Sector. With his focus mainly in sales & customer experience, he then moved into consultancy with 15 years’ experience. The last 6 years David has been building Proinsight into one of the fastest growing Mystery Shopping agencies in the UK. Proinsight’s roots started with Health & Fitness and now have spread across many other industries and sectors. David and the exceptional team at Proinsight have created their success by partnering with large national organisations as diverse as The British Army, David Lloyd and Serco.

Joelle Makdessi

Joelle Makdessi

Country Manager of GWR consulting

Joelle is the Country Manager of GWR consulting, she is a woman of Lebanese origins and has been living in Dubai for 9 years. Besides her time in GWR, she spends her time reading - listening to music, and being in the company of her 2 dogs and among her friends. She considers herself an ambivert. She is a huge fan of writers like Daniel Goleman - Simon Sinek and Robert Sapolsky as well as businessmen like GaryVee. She worked most of her life with customers and clients in several industries and for the past 12 years with GWR's partners. Joelle believes in sticking to one's sense of purpose and being consistent with the right daily habits which will lead to achieving the goals in line with this purpose.

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.

Claire Boscq-Scott

Claire Boscq-Scott

Customer Service & Feng Shui Keynote Speaker, Consultant

Blending Customer Service with Feng Shui, Claire lives to inspire businesses to thrive by making their people feel good so they can delivering exceptional customer experiences. No 3 Top Global Customer Service Guru & UK Top 20 CX Influencer with three decades of expertise, Claire, AKA The Busy Queen Bee, is an authority in the Customer Experience Industry. She brings a more holistic and comprehensive approach to Employee and Customer eXperience with her Business Feng Shui program, enhancing environments to increase employee performance and customer loyalty, ultimately growth and profitability.

She is a Keynote Speaker, Consultant & trainer with a penchant for retail & hospitality. Author of 3 books; Thrive with the Hive, Thriving by Caring, No 1 Amazon Best Seller & Hot New Release The Secret Diary of a Mystery Shopper.

Hagop Harmandarian

Hagop Harmandarian

Chief Strategy Officer at Romir

Chief Strategy Officerat at Romir in Russia; 23 years within the Market Research industry, he led many multinationals in various geographies.

Valeriy Khrapov

Valeriy Khrapov

Head of the MS Department at Romir

Valeriy Khrapov has been working in the research industry for more than 10 years. The last 5 years for the top brands of the automotive industry. I assist our clients create a unique customer experience and improve the quality of service at different points.

Martina Fossati

Martina Fossati

Researcher at BVA Doxa, BU Retail and mystery shopping

Martina Fossati has been working as a researcher at Bva Doxa (Milan, Italy) since 2011. She managed projects in a broad range of fields, from the automotive sector to the fashion industry passing through the appliances sector and the technology one, gaining significant experience in gathering actionable insights. She experimented more traditional and quantitative mystery shopping, as well as qualitative and innovative digital ones providing clients with ad hoc results useful to build up their strategic decisions.

Neringa Kazlauskienė

Neringa Kazlauskienė

Managing Partner at „Shopper Quality Group“

Neringa started career in the mystery shopping and market research industry 13 years ago and working in the Baltic countries, Poland and other European markets find that great customer service is the foundation of any type of business. In 2020, Neringa successfully founded „Praise the Service“ initiative in Lithuania.

Carla Carvalho Dias

Carla Carvalho Dias

Speaker, Consultant, Trainer

Carla is a Customer Experience and Customer Journey specialist and works as a consultant, speaker and trainer in her own company that she founded  25 years ago.  Her work as speaker and consultant goes around the world and its this multicultural experience that also encourages her mission: Inspiring people to learn...smile and serve!  She’s a mechanical engineer  (thermodynamics and fluids) and certified coach from ICF (International Coach Federation). She’s also the author of 2 best sellers in the  customer service area. 

Anna Shanova

Anna Shanova

Market Intelligence Senior Manager, Kia Motors Russia

Anna Shanova is Market Intelligence Senior Manager, Kia Motors Russia

Antonios Daskos

Antonios Daskos

Managing Director, DOOR Training & Consulting

Antonios Daskos is the Managing Director of DOOR Greece Training and Consulting. He has over 25 years’ experience in training and development of employees in many organizations globally. His past career experience includes being a senior executive for Microsoft and Mercedes Benz. His particular areas of specialization, include experiential training in leadership, sales, customer service, customer experience, accountability and people management. He is certified as an international facilitator for Microsoft, Phillip Morris and Harley Davidson. He has been involved in many mystery shopping projects In  Greece and Cyprus. Antonios, is certified in Accountability by Partners In Leadership (PIL). He has helped many organizations to create a culture of accountability. He holds a Master in Software engineering and a Master in Business Administration.

Antonio Maiorano

Antonio Maiorano

Director of Sales for BARE International EU

Antonio Maiorano is naturally inclined to allow people and businesses to get the best of themselves. After starting his career in web marketing, he focused on Market research and entered the customer experience research field with Bare International 4 years ago. After working as Account Manager for Retail and Automotive projects, he joined the business development team in the 2019. Since January he is the Director of Sales for Bare International EU.

Andy Firth

Andy Firth

Deputy Managing Director, Ipsos Mystery Shopping 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. 

 

          

Jan-Willem Smulders

Jan-Willem Smulders

Managing Director Creating Winners / Founder & Chairman at Ideas Academy

Soon after Jan-Willem graduated from the Hospitality Business School in The Hague in 2001, he founded the international research and training agency AQ Services. His true passions are in starting and building successful initiatives through collaborations. Jan-Willem served on the first European board of the MSPA and still serves on the board of Ideas Academy, a secondary school for the underprivileged in Kuala Lumpur that he founded in 2014.

From 2011 onwards Jan-Willem focussed on impacting performance via the “Power of Play.” In 2018 Jan-Willem left AQ and founded Creating Winners. Combining technology, real time insights and innovative learning methodologies lead to the development of RIAPlay.com, a smart and dynamic serious gaming  application for Learning & Development.

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