Zaheer Ghani is Director at Shaw Hotels & Consultancy Services Pvt Ltd. He is actively involved in and heading business development and marketing activities, as well as developing new markets across the globe. Along with Shaw Hotels, Zaheer is actively involved in the Sales & Marketing of ShawMan Software Pvt Ltd. one of India’s leading Hospitality Software Companies and Bonasera Hotels Pvt Ltd. (Resort) which are family-owned businesses. Apart from work, playing basketball is a passion. Have represented the state of Maharashtra, India at the National Level. He still plays at the competitive club level and for the best club in Mumbai.

Michael brings more than 30 years of experience in loss prevention, franchise compliance, mystery shopping, and customer experience strategy. Throughout his career, he has led national audit and integrity programs for iconic brands. As President of Mershimer Group, he has helped countless organizations protect their brand reputation and optimize performance through high-impact audit, mystery shop, and franchise assurance programs. As a long-time MSPA member, contributor, and past board participant, Mershimer’s leadership role reflects Michaels decades-long commitment to operational excellence, ethical standards, and innovation in mystery shopping and compliance.

Andy Firth, Head of Insights and Analytics, Ipsos Channel Performance UK. Andy started working in the research and mystery shopping industry in 1998 following graduation from the University of Sheffield. Andy spent the first 9 years of his career in the ‘research’ side of the business focussing on a range of methodologies including customer satisfaction, market measurement, U&A and qualitative research, before moving to the mystery shopping division in 2007.  As Head of Insights in Ipsos’s UK Channel Performance Service Line, Andy oversees the Analytics team aimed at ensuring that account facing colleagues deliver true impact to their clients through actionable insights and high-end analytics.

Zolzaya is a Co-founder and chief operating officer of Erdmiin Argamj LLC, the first Mongolian mystery shopping professional company. Besides studying business administration in Vienna, Austria, she also has experienced joy in the service industry, which led her curiosity to mystery shopping. As a Board Member, she wants to contribute to the development of the mystery shopping industry in the long run. 

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.

Václav works as Country Manager at Market Vision Czech Republic. Market Vision is a research agency that closely focuses on Mystery Shopping, Customer and Competitive Intelligence. Their motto: "We transform information into business. We help our clients to better know their market and to improve their relationship with their customers in order to increase their sales figures."

He is a graduate economist. His passion for research first appeared during his studies at the university, when he began to devote himself to large-scale domestic and international projects in the field of competitive telecommunication intelligence, working mainly for T-Mobile.

In the area of Mystery Shopping, Václav has been specializing in automotive and telecommunication sector, where he acquired extensive knowledge. His great interest, in favor of the maximum satisfaction of clients, is, in particular, to fully utilize the potential of audio or video recordings, especially for subsequent individual training or coaching of employees. Another area that he is constantly developing for his clients is the use of Mystery Shopping for price, competitive and benchmark sector analysis.

Václav occasionally publishes and lectures in specialized periodicals on the collection of customer feedback and competition monitoring in the Czech Republic. He successfully participated in the launch of one of the first start-ups in the area of "self-assessment schemes" in the Czech Republic called Ohodnot.cz. About his career relationship with Mystery Shopping and Customer Experience he sometimes says: „Who else should be involved in Mystery Shopping industry than anybody from „Check“, sorry Czech Republic.

Václav has one daughter. He likes hiking, cycling, running and traveling.

Founder of MSPA Europe (2001) and Better Business World Wide (1995). Veronica has been the President for MSPA Europe and MSPA Global Board, 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.  

Aftab has more than 15 years of Mystery Shopping experience in the Asian Region, his contribution to the industry is well recognized. 

He is also a member of the MSPA Global Advisory Board and the only Member who has served on European, Asia Pacific and Global Boards of MSPA. Presently he is the Director of Professional Development of MSPA-AP.

Aftab has successfully conducted a number of workshops in China, Malaysia, India and Australia in the recent past.

Michael Bare is a modern day pioneer of the Mystery Shopping Industry. 

It began in 1987 when he and his wife (Dale) founded Restaurant & Hotel Services, now known as Bare International (www.bareinternational.com)

Today BARE is one of the largest global organizations specializing in Mystery Customer Research, Audits and Customer Service Measurement, for all industry segments. 

BARE has its corporate office in Fairfax, VA, USA with other business offices in Antwerp – Belgium (2001), Mumbai – India (2004), Shanghai – China (2005), Sao Paulo - Brazil (2006) Santiago Chile (2008), Budapest (2010) and Singapore (2012).  From these offices, services are provided in over 137 countries, with a staff of over 250, speaking 32 different languages.   

In 1997, Mike co-founded the Mystery Shopping Professionals Association, (www.mystery shop.org) now a global association (US, Europe, Asia and LA) of similar companies committed to the consistency and quality of the industry deliverable.  Mike served on the global board and in 2013 was elected as the Global Association Chairman.  

Mike is also a member of the prestigious ISHC, (International Society of Hospitality Consultants (www.ISHC.org).  In 2008 BARE was recognized as one of the top 10 Global Hospitality Consultants.  

Always looking at new opportunities, as well ways to revolutionize customer service training, in 2001 Mike founded Video Eyes LLC, a firm specializing in the use of hidden video for the staff self-training.  

In 2009, he co-founded Optimum Audits, specializing in retail center audits for developers.

Bare International was listed as one of the Inc 5000 fastest growing US firms in 2007, 2008 and 2009.

With passions of service evaluation and travel, it's only logical Mike has provided numerous presentations for business and industry worldwide. Speaking engagements include:

1) Multiple client conferences (retail clients, non-profit organizations, health & fitness clubs, hotels, Chamber of Commerce, travel & tourism)

2) NRA – National Retail Association

3) MRA – Market Research Association

4) ISHC – International Society of Hospitality Consultants

5) IACC – International Association of Conference Centers