Sandeep Arora was in conversation with Nabil Rizkallah, Director Communiications and Marketing, MSPA Asia Pacific.
Driven by digital technologies and the rapidly evolving omnichannel customer interactions, Mystery Shopping too has evolved tremendously. Companies now have an opportunity to undertake real-time mystery audits for real-time diagnostics across the entire shopper base (and not just a sample) for immediate service-level corrections and improvements. This show offered multiple new perspectives for companies to challenge the traditional mystery shopping sampling approach. It looked at the immense possibilities to widen the Mystery Shopping net and gain higher accuracy & agility in improving CX across all channels.