- GLOBAL BOARD OF DIRECTORS
The purpose of the Global Board is for MSPA to have a common platform for decisions that concern the whole organization, regardless of region. The Global Board has recently developed a new graphic program for MSPA with logotypes, membership certificates and templates so that MSPA can be identified as one solid organization. MSPA Ethics, Standards and Membership Criteria should be the same in all regions and the Global Board is the forum where these decisions can be made, with all regions participating. The Global Board is also the place where the regional boards can exchange experiences and learn from each other.
The Founders and all MSPA Regions are represented in the MSPA Global Board of Directors.
Charles is President at Business Evaluation Services Read more
Stefaan is Managing Director at TLS - ToplevelServices Read more
Jill is Associate Director at ReactCX Read more
Selim Saad, Regional Director for the Levant and North Africa at REACH (Research and Consulting House) Read more
Sam is co-founder and COO of The Consumer Insight (TCI) Read more
Veronica Boxberg Karlsson
Founder of MSPA Europe (2001) and Better Business World Wide (1995) Read more
Michael is a modern day pioneer of the Mystery Shopping Industry... Read more
Aftab has more than 15 years of Mystery Shopping experience Read more
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, and was appointed President in 2017. Since January 2019 Jill is Chair of the MSPA Global Board.
Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!
Sam has leveraged many relationships throughout his career and continues to excel his clients’ expectations through his array of service offerings including: audits, mystery shops, brand ambassador programs, telephone surveys, customer satisfaction reporting, merchandising support assignments, and competitive analysis for over 100 clients in all 50 states, Puerto Rico, the Caribbean, Canada and Europe. He is experienced with serving some of the most highly recognizable global brands.
Veronica Boxberg Karlsson
Founder of MSPA Europe (2001) and Better Business World Wide (1995). Veronica has been the President for MSPA Europe and is now a member or MSPA Global Advisory Committee.
Better Business World Wide is a specialist in developing and coordinating global mystery shopping projects. Better Business can report from the moment of truth in real time, in local language, worldwide. Better Business unique reports are efficient and concise enabling employees and managers at all levels within the organization to understand them.
Veronica has written several books about mystery shopping, service and leadership for the industry, for managers, and for the employees that will be evaluated by mystery shoppers. The books are currently available in 20 languages.
Veronica is the founder of SSQ Award, the Scandinavian Service & Quality Award which is a quality program for Hotels and Conference Venues, accredited under the European Hospitality Quality scheme by HOTREC.
Veronica is also the founder of The Smiling Report which annually since 2004 has aggregated mystery shopping data about Smiling, Greeting, and Add-on Sales per country and industry. So far, 69 mystery shopping companies have joined the report.