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BACK TO BUSINESS - Virtual Conference Friday September 25th

BACK TO BUSINESS - Virtual Conference Friday September 25th

 

An important and exciting message… 

REGISTRATION IS OPEN!

We are delighted to announce that registration is now open for our virtual conference. Mark the date and time – 25th September 10:30 am to 4:00 pm UTC +2 Amsterdam time.

Places are available for you and any of your team at a special rate of 35 Euros per person for registrations made before 18th September.
 
Speakers and sessions are now finalised and we can promise a day of sharing and learning and online connection.

  • An interactive opening session from Stefaan - our President - with an annual update
  • 4 Case study presentations
  • A keynote speaker on the world of Zoom
  • Breakout sessions for sales and operations staff
  • Full access to the virtual OnAir MSPA EA conference programmes
  • Plus options to network and meet personally online!

See you all at the very first Virtual Conference of MSPA EA!

Your MSPA EA Team

Stefaan Vandroogenbroeck

Stefaan Vandroogenbroeck

Founder ToplevelServices 
President 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
Tony Allen

Tony Allen

Founder and Head of Certification at Age Check Certification Scheme (ACCS)

Read more
Cyriel Kortleven

Cyriel Kortleven

Global Speaker Change Mindset

Read more
David Butruille

David Butruille

COO at Qualimetrie

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Friday 25 September 2020

10:30-11:00

Kickoff & AGM MSPA Europe/Africa

Stefaan Vandroogenbroeck

11:05-11:25

Client Case - Taking up the Retail Challenge

Cristiani Oliveira

Client Case - Taking up the Retail Challenge

Mystery Shopping, a role reinvented for Retailers, Brands and Consumers

Cristiani explores how Retailers and Brands are working together to meet the Covid challenge using Mystery Shopping.  

11:30-11:50

Client Case - Artificial Intelligence - Mystery Shopping the Automated Age Checker

Tony Allen

Client Case - Artificial Intelligence - Mystery Shopping the Automated Age Checker

  • Explore the practicalities of mystery shopping self-checkouts
  • Understand the challenges for inherent bias on grounds of race, sex, height, disfigurement, disability
  • Explore the false positive and false negative results
  • Handling accuracy expectations from AI vs human interactions

11:50-12:05

Coffee Break & Networking

Have some fun meeting the other participants during coffee at the Meeting Hub!

12:10-12:30

Client Case - Diversification - the key to mystery shopping the Recruitment process

David Hopkins

Client Case - Diversification - the key to mystery shopping the Recruitment process

During this presentation David will show an real example of how Proinsight diversified into mystery shopping a detailed recruitment process. Working with one of the UK’s largest institutions, David shares first-hand insights into this incredible partnership. If you are interested in this market diversification then this short presentation is a must!

12:35-12:55

Client Case - In times of crisis, agility has never been more important for businesses; but how do clients respond to fast-changing customer journeys from their favourite brands?

David Butruille

Client Case - How to measure the perception of customers and their level of confidence.

The end of lockdown meant that customers had new expectations and criteria when choosing where to shop. Businesses had to radically change their customer journeys to respond to new regulations and meet these new expectations. But what was the perception of the measures implemented by companies and how did that perception evolve over time? Did the measures provide enough confidence for shoppers to choose their brands again?

Qualimetrie offered a free generic study to its customers and prospects over a five-week period right after lockdown to help companies monitor their clients’ feedback and identify potential new behaviours and shopping trends. The study could be customised and extended for a fee. 

13:00-13:45

Lunch & Friendly Faces...

Enjoy lunch and connect to other participants via the Meeting Hub - start a live chat, a 1-to-1 call set a meeting for later today to catch up....

13:45-14:20

Key-Note - Who is zooming who?  managing change... A view from an expert...

Cyriel Kortleven

Who is zooming who?  managing change... A view from an expert...

Too many digital sessions are boring. Cyriel will show several low-tech methods how you can create interaction, engagement and fun during your online live sessions.

14:30-15:15

Managing our Proposition and Sales (Interactive Discussion Session)

Join one of the discussion groups and Learn, Share & Connect together!

What are the challenges and how do we solve them?

15:15-15:30

Coffee & Networking

Have some fun meeting the other participants during coffee at the Meeting Hub!

15:30-16:15

Managing my Operations (Interactive Discussion Session)

Join one of the discussion groups and Learn, Share & Connect together!

What are the challenges and how do we solve them?

16:15-16:30

Wrap up...Whats Next...

Stefaan Vandroogenbroeck

 

 


Registration Fees

 

Early Bird Registration fees - Registrations received LATEST September 18th, 2020

  • € 35,- Employees of MSPA recognised members - Virtual participant
  • € 50,- NON MSPA member - Virtual Participant 

Registration fees - Registrations received AFTER September 18th, 2020

  • € 50,- Employees of MSPA recognised members - Virtual participant 
  • € 65,- NON MSPA member - Virtual Participant

Early Bird fees until September 18th, 2020!

START ONLINE REGISTRATION

 


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 September 22nd, 2020; After September 22nd 2020 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 25 September 2020.
  • 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.

  

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.

Tony Allen

Tony Allen

Founder and Head of Certification at Age Check Certification Scheme (ACCS)

Tony is a chartered trading standards practitioner and a leader in the protection of children from harm. ACCS provides independent mystery shopping and certification services to the age verification industry. As head of certification, Tony works with a team of fully qualified trading standards and audit professionals to verify claims of conformity. Tony founded ACCS in March 2018, having previously spent eight years a specialist emeritus advisor at Under Age Sales Ltd. He has a wealth of other audit, certification, regulation and compliance experience and spent time as a trusted trader scheme assessor at Which? before becoming director of consumer protection at the Integrity Foundation.

Cyriel Kortleven

Cyriel Kortleven

Global Speaker Change Mindset

Cyriel Kortleven is an award-winning global keynote speaker on the change mindset. He is a simplifier who delivers a simple, pragmatic message and leaves his audience with helpful tools and useful language. His mantra: "Don't mind the Change. Change your Mind.”

David Butruille

David Butruille

Head of international programmes

David joined Qualimetrie in 2017 to work with Emeric Bayart after he acquired Qualimetrie and to accelerate the digital transformation of the company. David has a 15-year background in IT in the UK and in France, working for Microsoft, running the EMEA partner Channel for various SaaS solutions. He then started his own Software company specialising in business continuity, which he sold in 2016.


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