We bring you a preview of the speakers for the MSPA AP15th Annual Conference Seoul 2019:

SPEAKER – STEVEN DI PIETRO

CEO – SERVICE INTEGRITY MYSTERY SHOPPING, AUSTRALIA

TITLE OF PRESENTATION: The pricing paradox - How to keep your pricing agile and profitable

•    A group interactive session simulating real-life pricing challenges
•    How to stay strong with radically changing client requirements
•    The hidden pricing traps
•    Undiscovered pricing opportunities

Steven founded Service Integrity Mystery Shopping 15 years ago after a career in Merchant banking. He has been an active participant on MSPA Boards for many years and also authored the book Mystery Shopping Mastery. He now runs Mystery Shopping businesses in Australia the Pacific and Asia.

SPEAKER – RUSTOM VESAVEVALA

Vice President – Human Resources & Business Excellence, Mahindra Partners Division    

TITTLE OF PRESENTATION: Creating Customer Delight – the role of measurement, organizational culture and human endeavour.

The focus of the presentation will be on how customer delight and great customer experiences can be created by:
•    well thought through measurement processes;
•    by leveraging strong organizational cultures, and;
•    motivating people through great Human Resource processes.

Rustom has over 25 years of experience in the field of Human Resources and has handled and built his expertise in the areas of Human Resources, Learning & Development, Service Quality and Business Excellence. He has been associated with the Taj Group of Hotels in various roles. In 2015 he joined Mahindra Partners as the sector HR Head.

Rustom’s interests lie in building systems, processes to strengthen the long-term capabilities of an organization, Leadership Development Programs, Internal Communication Platforms, Knowledge Management Systems, Balanced Scorecards and Customer Satisfaction Tracking Systems. He enjoys reading, listening to Jazz and Western Classical music and travelling across the globe. 

SPEAKER: JOELLE MAKDESSI

Country Manager Dubai – GWR, UAE

TITTLE OF PRESENTATION: The Culture map – Decoding how people think, lead and get things done across cultures.

Joelle, presentation is based on the book called “The culture Map: Decoding how people think, lead and get things done across cultures” by Erin Mayer. It is about the different cultures over the world, how they negotiate - discuss - make decisions and have a disagreement. The tones gestures and the words they use and the thought process (culturally) behind it.

This will help us have smoother communication with each other whenever we are working on outsourced projects whether we are the outsourcing or the outsourced party.

Joelle has been working with GWR in different positions including Business Development and Operation for the past 10 years and lives in Dubai. She has a combined experience of 15 years in Customer Experience.

SPEAKER: LUCAS PENG

CEO, Peak Hospitality Solutions, Pte Ltd, Singapore 

TITTLE OF PRESENTATION: Raising the Bar on Customer Experience

Highlights the use of Mystery Shopping to evaluate the level and quality of customer engagement at the various touchpoints of the Customer Experience Journey in hotels

Mystery Shopping is often used as the tool to evaluate the quality of engagement along these key touchpoints.

• Customer Experience Matters
• Context is King – the key to personalized engagements
• Criteria for Quality Engagement – MS criteria
• Case Studies 

Lucas’ industry career includes senior leadership roles in Marketing and Sales with Hyatt and Shangri-la.  He is the  Founding Member of the Hospitality Sales & Marketing Association International (HSMAI) Asia Pacific Chapter and has been actively involved in the growth and development of the association.

Lucas is a well-known specialist in management training, blended learning, and online development and is a sought after speaker and panellist for conferences and regional forums including HSMAI Asia Connect, WIT Travel Asia, China Hotel Marketing Summit, and Singapore’s Ministry of Foreign Affairs Conference. 

SPEAKER -  LE THI THUONG

Deputy Director,SYCA - SOI.Pro, Vietnam.

TITTLE OF PRESENTATION:    The Changing Awareness on Customer Experience in Vietnam

Overview about Customer Experience in Vietnam - Current Customer Experience’s Status in Vietnam

• People care more and more about customer service and request for higher CS’ quality
• Big companies are concerned more about CS than small companies
• FDI firms are concerned more about local companies
• Customer often ask to have video for evidence, it will be a barrier for Mystery shopping’s provider 
• Lack of trust between Mystery Shopping providers and shoppers 
  Le Thuong will explore the trends of Customer Experience and outlook towards Customer Experience in Vietnam. She will talk about the awareness of Customer Experience and how it is changing for the better because of many foreign chains in Vietnam.
  There is also increased need to apply Technology to evaluate Customer service.
• Thuong Le has -    4 years experience as a Deputy Director for an Mystery Shopping company and is a speaker at the (Human Resource Association in Vietnam
   
• MORE SPEAKERS TO BE ANNOUNCED SOON!!!

Speakers have been carefully selected to present on and around the conference theme, industry information, case studies, innovative ideas, creative tools and effective methodologies in mystery shopping and customer experience.