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8th Mystery Shopping Day & 1st Customer (CX) Employee Experience (EX) Day

8th October 2020 @ 8:00 am - 3:00 pm


Book your date for the 8th Mystery Shopping Day & 1st Customer (CX) Employee Experience (EX) Day, which will be held on Thursday 8th October in the Crystal Palace in Ljubljana.


Ljubljana, BTC Crystal Palace, 
Topic: CUSTOMER MAPPING – Advanced Approaches for the New CX Period

08.30 – 09.00 – Registration and networking with coffee

09.00 – 09.20 – Opportunities, Trends and Challenges of Customer Mapping, Managing the Purchasing Experience at All Business and Customer Contact Points – Mrs. Natalia Ugren, Director, Mystery Shopping Ltd.

09.20 – 10.20 – The difference between Mystery Shopping and other research tools , Mr. István Mózes Managing Partner of Mystery Shopping Agency ClientFirst Consulting Kft from Hungary and Managing Director of MSPA Europe / Africa. The lecture will be in English.

10.20 – 10.40 – CASE STUDY – Use of MS in FRAPORT SLOVENIJA doo g. Klemen Denša, Management Systems Division, Quality Assistant

10.40 – 11.10 – Round Table: How Mystery Shopping is Used in Small and Large Companies, Their Good Practices, and Where The Biggest Challenges Are (Talking to Executives from Different Companies)

11.10 – 11.30 – Coffee

11.30am – 12.30pmValued employees drive Customer Loyalty, Claire Boscq-Scott of England, who is ranked 5th in the Top 30 Customer Service Gurus. The lecture will be in English.

12.30 – 13.15 – Winning the mindset and empowerment of leaders, Mojca Černelč Koprivnikar, Director, Business and personal trainer, empowering individuals, teams and companies, Prosperia doo

13.15 – 13.30 – Presentation of the workplace training service , Mystery shopping doo

13.30 – 13.50 – Announcement of winner of companies and awarding “Employee Incentive Recognition Award” for the Mysterious Buying Star 2019 project and interview with some winners of the “Mysterious Buying Star” recognition

13.50 – 14.00 – Conference closing, prize draw

14.00 – 15.00 – Reception and socializing

The organizer reserves the right to change the program.

Early registration fee, up to and including 29/02/2020 :

• 170,00 EUR + 22% VAT / participant
• Registration fee for our clients:
one registration fee for two participants from the same company: 170,00 EUR + 22% VAT (85,00 EUR / participant + 22% VAT)

Registration fee from 03/01/2020 on :

• 204,00 EUR + 22% VAT / participant
• Registration fee for our clients:
one registration fee for two participants from the same company: 204,00 EUR + 22% VAT (102,00 EUR / participant + 22% VAT)

Check-in and check-out
• We accept the check -in until the occupancy. The number of participants is limited, so get your seat and sign up today. E-application form is below.

• Any cancellations will be accepted up to 4 days before the scheduled date, and in the case of subsequent cancellations or non-participation, we will not refund.

For additional information, please contact: info@skrivnostninakup.si

Natalia Ugren

Natalia Ugren

Natalia Ugren, Bachelor of Commerce, is the founder and director of two companies: Mystery Shopping Ltd. (Mystery Shopping) and Ugren.com Ltd. (Education) and has over 25 years of sales experience in the field of sales, and more than 25 years in the field of workshop management. 15 years.

According to the choice of the listeners, on the basis of the competition “Best Lecturer 2007” organized by Planet GV, she was selected among the 10 best lecturers in Slovenia.

Claire Boscq-Scott

Claire Boscq-Scott

Claire Boscq-Scott is ranked 5th in the Top 30 Global Customer Service Gurus and is a speaker, consultant and trainer in the area of ​​environmental, people and customer relations, helping companies make the decisive change in assessment, development, implementation and measuring EX and CX strategies with her Caring Service Culture program.

She is the author of two books: Thrive with the Hive and Thriving by Caring , which is also available as an audiobook and in French .

Mojca Cernelc Koprivnikar


Mojca Černelč Koprivnikar, business and personal trainer for empowering individuals, teams and companies. Certified David Bayer (USA) Coach for programs to transform the business and personal mindset of leaders, their teams and organizations to fully live their potential, optimize teamwork and communication, as well as create the culture of the business they want. She is the founder and CEO of Prosperia, which has been active for 11 years, a lecturer and creator and moderator of many business meetings and desks.

Mózes István


István Mózes is the managing partner of Mystery Shopping at ClientFirst Consulting Kft in Hungary and the managing director of MSPA Europe / Africa.

A more detailed presentation of the lecturer is still in preparation.





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