MSPA Podcast

In our latest episode we discuss the benefits of being an MSPA member and the landscape of our organization and the entire Mystery Shopping industry with guest Andy Firth.

Andy is the Vice President of MSPA Europe/Africa and the Head of Insights and Analytics, Ipsos Channel Performance UK where he oversees the Analytics team aimed at ensuring that account facing colleagues deliver true impact to their clients through actionable insights and high-end analytics.

It's Conference month and in our latest episode we discuss with this year's Keynote Speaker, Jocelyn Rebbens, about the link between people, processes, technology and operational efficiency.

As an economic psychologist and consultant, Jocelyn has spent a career in Marketing Communications and Management Development. She is the founder of her own company ReBBels, where she focusses on branding ambition! As a speaker, coach, trainer and author on the subject she has worked with organisations to help their leaders reflect on themselves and make a better connection with their people and brand.

On today's episode we celebrate Women's Day with three dynamic women of the Mystery Shopping Industry. We discuss gender equality issues and progress made in our industry as well as role-models and steps that companies can take towards building a more equiatble workplace for women!

Julia Kaufmann grew up in a family of entrepreneurs, and started her company in college at the age of 21 and still runs it today. She is a member of the advisory board of the Quality Association of German Pharmacists and a trained quality trainer. Now a „mompreneur“, she runs her own company and participates in other ventures.

Kerli Soosar is the  CEO and partner of Dive, which operates in 8 countries today: all Nordics, Baltics and Poland. She has experience in customer service monitoring and management almost 20 years.

Livia Gervasoni is the CEO of KIK. in Italy one of the most dynamic and respected institutes in the field of market research, not only in Italy, but also internationally.

We are talking all things MSPA with our President Luis Duarte. Luis shares his thoughts and experiences on his time as a Pressident, the future of the Organization and our industry as well as a sneek peak on the upcoming Conference and other Board actions that benefit our members.

Luis is on his final year as a President of MSPA Europe/Africa. Luis is a graduate in Hotel Management and founded More Results 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 25 dedicated professionals that are  focused on helping their clients improving their customer experiences.

In this episode, we discuss with our guest Anita Nestorova, the current operational challenges and how they can be addressed through operational agility and the 3 pillars of Process-Software-People.

Anita started consulting mystery shopping companies back in the beginning of 2020 when she founded her company Workaround. Before starting consulting independently, she worked for Shopmetrics for almost 5 years and shortly after that for a mystery shopping provider as Business Intelligence Coordinator for 2 years. With her great combination of skills including Shopmetrics, operations management and digital marketing Anita is a good source of insights and ideas and that she is  willing to share with the industry.

(link to the levels of delegation: https://www.youtube.com/watch?v=lz3FX8u_kLs)

For the first episode of our new season, we have with us Speaker & Author on Change Mindset, Cyriel Kortleven.

For more than 20 years, Cyriel Kortleven has been collaborating with organizations like IKEA, Nike and NASA to boost their Change Mindset. He has already delivered presentations in 35 countries and he was our keynote speaker at the Varna conference. He has helped us to make change a bit more simple.

You can find more about Cyriel at CyrielKortleven.com

In our latest MSPA-EA Podcast episode our guest Hannah Weeks, the Head of Operations at ProInsight and a speaker at the upcoming MSPA Conference, is giving us a sneek-peek of her presentation on building loyalty with Mystery Shoppers and talks about the challenges and expectations that Mystery Shopping providers face.

Hannah has spent over 3 years leading the operations  team at Proinsight with the energy and talent you would expect from her  history in management within the Health and Fitness Sector.  Before  working with Proinsight Hannah was a client on one hand, and a mystery  shopper as well! Hannah brings  intelligence, pace and a keen sense of innovation to her role, and  enjoys the buzz of sharing ideas and continuous learning.

As we get closer to our annual conference in Varna, we have the pleasure to have as a guest one of our speakers,  Mazen Sakran, Founder and CEO of Customex, a Dubai based company that offers customer experience solutions in the Middle East region.

Mazen is giving us a preview of his speech and explains how UAE aspires to offer top level customer services both in the public and private sector.

In our latest episode of the MSPA Podcast our guest Ricardo Oliveira shares his views of the Automotive industry and the changing landscape in the past 2 years, how it affects Mystery Shopping and what are the future trends in the customer service area.

Ricardo is the founder and CEO of World Shopper, a consultancy firm focused on automotive and mobility future trends. Since 1993, World Shopper has a department specialized in automotive Mystery Shopping.

In our new episode, our guest Mark Michelson shares his experience in the Mystery Shopping industry and gives advice on how mystery shopping providers can offer specific types of market research studies additional to mystery shopping and cover the entire customer journey from initial design to measuring the outcome. 

Mark Michelson is a marketing research specialist with 35+ years  experience. Focused on customer experience design (journey mapping,  product and facility development, service design) and performance  measurement (NPS, CSAT, CES, Mystery Shopping). 

Founder of MSPA Europe (2001) and Better Business World Wide (1995).  Veronica has been the President for MSPA Europe and MSPA Global Board,  and is now a member or MSPA Global Advisory Committee.

Veronica shared her experience with MSPA and the industry throughout the years, what is her vision for the future and why MSPA is important to providers and clients.