- 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.
Mr. Bradley is President & CEO of CX Orlando... Read more
Jill is Director at ReactCX... Read more
Nigel is a Senior Executive with a wealth of experience... Read more
M. Saidul Haq
Mr. M. Saidul Haq is the President/CEO of SRG Bangladesh Limited (SRGB)... Read more
Jim's involvement in Mystery Shopping started in 2005 and joined MSPA in 2007... Read more
Mike Mershimer is the founding principal of The Mershimer Group, and President & COO of HS Brands International... Read more
Veronica Boxberg Karlsson
Founder of MSPA Europe (2001) and Better Business World Wide (1995)... Read more
Michael Bare is a modern day pioneer of the Mystery Shopping Industry... Read more
Rich Bradley, President & CEO of CX Orlando, has a 25 year history as a senior corporate executive leading new launches, turn-arounds and other business opportunities to optimal success in various industries, particularly in Sports, Entertainment and Customer Experience. He has held executive positions with 5 television networks, 4 professional sports teams and several other businesses while working directly at times with American billionaires H. Wayne Huizenga, Charles Dolan, John Henry, Bud Paxson and John Rigas. Rich first learned of mystery shopping while reading an article in Smart Money in 1996 while traveling on business as SVP/GM of FOX Sports Florida. After completing and submitting his first shop (on time!), he had no idea that nearly 15 years later he would enter the customer experience industry full-time and serve on the MSPA Board, first as Legislative Chair, then Treasurer and later as MSPA Americas President and now as Chair of MSPA GAC. Rich holds a Bachelor of Arts degree in Radio-TV-Film and a Juris Doctor, both from Temple University and serves on several non-profit boards in the Orlando area, including Big Brothers and Big Sisters of Central Florida, where he is the current Chair.
Jill is 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 since 2012, and was appointed President in 2017.
Away from work, Jill has a passion for sports and travel, and her Fantasy Football prowess is legendary!
Nigel is a Senior Executive with a wealth of experience with leading Mystery Shop and Customer Experience organisations on a global stage. Past President of MSPA Europe 2011/2013 and Chair of the Global Advisory Committee in 2015.
In 2017 appointed by the MSPA Europe board as external Strategy Consultant.
His passion is simple, people make the difference in business - their engagement as an employee and experience as a consumer are what makes a brand powerful and successful. With extensive knowledge in the fields of Customer Experience, Customer Insight, Customer Loyalty and Employee Engagement he has a broad and unique
Having been involved in market research and the mystery shopping industry almost all his working life, he has extensive experience of advising clients how Insight and measurement tools can work together to maximise their ROI.
His particularly formative experiences included setting up and managing the expansion of operations in UK, Germany, France, Spain, USA and APAC.
Nigel has focused his expertise on the areas of balanced scorecard implementation, standards measurement, training, incentive and reward tools.
Regardless of the nature of project work being undertaken, Nigel will always focus on delivering best value to his clients, by ensuring that there is a continuous emphasis on speed, accuracy and technology to make information more accessible, actionable and reliable.
Mr. M. Saidul Haq is a certified management consultant (CMC) from Australia and a well-recognized research and consulting professional globally. Mr. Haq advises senior management on corporate strategy and planning; investment feasibility studies; regional economic development; market assessment; organizational reviews; project planning and implementation; and assists at board level with facilitation, pricing and negotiation. He conducted hundreds of research and studies on various business, social and development issues during last about 30 years for various international organizations, including UN organizations, World Bank group, Asian Development Bank (ADB), European Union (EU), USAID, DFID and many international NGOs and multi-national business enterprises in Bangladesh and other countries of the World. Mr. Haq is the founder and President/CEO of SRG Bangladesh Limited (SRGB), a leading multi-sector and full service research and management consulting firm of Bangladesh.
Mr. Haq is actively involved with many professional, business and socio-cultural organizations and societies of Bangladesh and abroad. Presently, Mr. Haq is the Chairman of the Global Advisory Board of Mystery Shopping Professionals Association (MSPA) and President of MSPA Asia-Pacific. He is also a Council Member of the Asian Network for Public Opinion Research (ANPOR) and a Trustee of the International Council of Management Consulting Institutes (ICMCI). Mr. Haq is the Founder of the Institute of Management Consultants Bangladesh (IMCB).
Mr. Haq also is the Founder/Secretary General of Nurjahan-Salam Foundation (a charitable organization providing support to the rural Poor for self-sustaining and income generating activities) and Founder & Chairman, Solmaid Community School Foundation, Dhaka (a charitable organization providing support to the street children for primary education for self-sustaining and income generating activities).
Over the past 25 years, Mike Mershimer, the founding principal of The Mershimer Group, and President & COO of HS Brands International has designed, managed, and consulted on loss prevention programs for worldwide food service, franchise and retail brands including Bob’s Stores, Baskin-Robbins, Arby’s, GNC, Dunkin’ Donuts, American Greetings, Friendly’s Ice Cream, Bath and Body Works, Mrs. Fields Famous Brands, and many others. Mershimer’s proactive programs are meant to promote Brand Integrity, and reduce inventory shrinkage and other losses suffered by retailers and restaurant chains. Further, the company provides retail security guidance and solutions to franchise and independently owned retail and restaurant owners in an effort to promote business owner wealth through improvement of store level profitability.
Mike is a Massachusetts licensed Private Investigator, and holds a degree in Criminal Justice. He was recently elected to the Mystery Shopper Providers Association (MSPA) Board of Directors, where he is the Vice President, and has been a member of the National Restaurant Association’s Audit and Loss Prevention Executive Study Groups, where he served as past chairman of both groups, the Association of Certified Fraud Examiners and the National Food Service Security Council, where Mike is a past Board Member.
Mike has appeared in Nations Restaurant News, QSR Magazine, NBC Nightly News, ABC News Online, and Money with Melissa Francis on the Fox Business Chanel.
The Mershimer Group is a wholly owned subsidiary of HS Brands International, a global loss prevention, mystery shopping and franchise support organization with offices in Boston, Las Vegas, India, Turkey, France, and Argentina.
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.