Elephants and Relevance - A different perspective

May 15, 2017

We are continually surrounded by challenges that seem to arrive faster and with more magnitude than ever before. Political, economic, social and technological challenges are everywhere; it has recently been... Read more

The new EU Data Protection Law: What you need to know

April 26, 2017

A new General Data Protection Regulation (GDPR) will apply from 25 May 2018 - giving us just one more year to prepare.  Penalties for non-compliance are significant with fines of up to 4% of worldwide turnover or €20 million/£15 million.  This regulation will affect us all, and the way we do business.  Will you be ready Read more

The CX Battle Has Started: Are you Ready?

April 18, 2017

Customer Experience is now the key battleground for consumers’ purses and wallets – 89% of companies surveyed by leading analyst Gartner this year say that CX will be be their primary basis for competitive differentiation. Read more

The Experience Economy: How to get Real Value from Mystery Shopping

January 27, 2017

Is mystery shopping still relevant for your CX measurement and improvement programme in 2017? Read more

African Market Research Association (AMRA)

January 19, 2017

Besides the MSPA African Event on 15 February, the official launch of the African Market Research Association (AMRA) will take place on 16 & 17 February in Johannesburg.  Read more

Man vs Machine: Customer Experience 2017

November 09, 2016

In ever tougher market conditions, how can you be sure you can deliver a great service to customers, to keep them coming back more often and spending more? Read more

Impressions from CXE3 - Annual conference MSPA North America 2016

November 08, 2016

MSPA North America had chosen a paradise location for their annual conference… Fajardo on the wonderful island of Puerto Rico. Read more

INSIGHT - MSPA AP News October 2016

October 31, 2016

MSPA AP Quarterly Newsletter October 2016 - Click to view the latest edition of the MSPA-AP newsletter   Read more

MSPA EU - Customer Service Week 2016

September 19, 2016

Details and ideas about the topics are released! Over the past 5 years the Customer Service Week initiative has been growing across the globe as a way to encourage businesses to focus on delivering great service. Read more

“So, I hear mystery shopping is an outdated modality?”

September 12, 2016

At the MSPA-EU conference in Malta in May this year, Herve Fauve (Head: Total Top Service, Total) and I presented a topic that went along the lines of: ‘It’s not about choosing between .... Read more

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