Announcement of the 8th conference Mystery Shopping day & 1st conference Customer (CX) – Employee Experience (EX) day

Book a date to attend the 8th conference Mystery Shopping day & the 1st conference Customer (CX) – Employee Experience (EX) day, which will be held on Thursday, 8th October 2020 in Ljubljana, in Crystal Palace.


Ljubljana, BTC Crystal Palace, Thursday, 8th October 2020
Topic: CUSTOMER MAPPING – Advanced Approaches for the New CX Age to Increasing Sales

08.30 – 09.00 – Registration and networking over coffee

09.00 – 09.20Trends, Opportunities, and Challenges of Customer Mapping (Managing Customer Experience at All Business and Customer Contact Points) – Mrs Natalia Ugren, Director, Skrivnostni nakup d.o.o.

09.20 – 10.20The difference between Mystery Shopping and other research tools, Mr István Mózes, Managing Partner of the Mystery Shopping Agency ClientFirst Consulting Kft in Hungary, as well as Managing Director of MSPA Europe/Africa (Mystery Shopping Professionals Association). The lecture will be held in English

10.20 – 10.40CASE STUDY – Use of MS at company FRAPORT SLOVENIJA d.o.o. Mr Klemen Denša, Management Systems Division, Quality Assurance Associate

10.40 – 11.10 – Round Table: Use of Mystery Shopping in Small and Larger Enterprises, Good Practices and the Biggest Challenges (discussion with managers of different businesses)

11.10 – 11.30 – Coffee break

11.30 – 12.30EMPLOYEE EXPERIENCE (EX), Valued employees drive Customer Loyalty, Mrs Claire Boscq-Scott from England, ranked 5th on the Top 30 Global Customer Service Gurus scale. The lecture will be held in English.

12.30 – 13.15 The Winning Mindset and Leaders’ Empowerment, Mojca Černelč Koprivnikar, Director, business and personal coach, empowering individuals, teams and companies, Prosperia d.o.o.

13.15 – 13.30 – Presentation of the Workplace Training services, Skrivnostni nakup d.o.o.

13.30 – 13.50 – Announcement of the award recipient companies of the “Employee Incentive Recognition Award” for the “Mystery Shopping Star for 2019” project, and discussion with employees-winners of the “Mystery Shopping Star” award

13.50 – 14.00 – Conference closing, prize draw

14.00 – 15.00 – Reception and socialising

The organiser reserves the right to change the programme.

Registration fee

• 170.00 EUR + 22% VAT per participant
Fee for our clients:
one registration fee for two participants from the same company: 170.00 EUR + 22% VAT (EUR 85.00 per participant + 22% VAT)

Registration and cancellation
• Applications are accepted until all the places are filled. The number of participants is limited, so guarantee your attendance by signing up today at

• Cancellations shall be accepted up to 4 days before the scheduled date. In case of late cancellations or non-participation, the registration fee shall not be refunded.

For additional information, please contact:

Natalia Ugren

Natalia Ugren

Natalia Ugren, is the founder and CEO of companies Skrivnostni nakup d.o.o. and d.o.o., specialist for the Mystery Shopping and exclusive licenced trainer for Customer Experience in Slovenia, and has more than 25 years of sales experience and over 15 years in the area of conducting workshops.

Claire Boscq-Scott

Claire Boscq-Scott

Claire Boscq-Scott is ranked 5th on the Top 30 Global Customer Service Gurus scale, and is a speaker, consultant, and trainer in the area of environmental, people, and customer relations, who helps companies make decisive changes in terms of assessment, development, implementation, and measuring EX and CX strategies through her programme, Caring Service Culture.

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 Černelč Koprivnikar


Mojca Černelč Koprivnikar, business and personal coach for empowering individuals, teams, and companies. Certified David Bayer (USA) Coach for programmes focusing on the transformation of the business and personal mindset of leaders, their teams, and organisations to fully exploit their potential, optimise teamwork and communication, as well as create the business culture they want in their companies. Founder and CEO of Prosperia, which has been active for 11 years, a lecturer and creator, as well as moderator at many business gatherings and round tables.

Mózes István


István Mózes is the managing partner of the Mystery Shopping Agency, ClientFirst Consulting Kft, in Hungary, as well as Managing Director of MSPA Europe/Africa (Mystery Shopping Professionals Association).

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