Learn about mystery shopping from the host of Food Network’s “Mystery Diners”: What is mystery shopping? What makes mystery shopping different from CSAT studies, crowdsourcing and traditional market research? How can a company implement mystery shopping into their business model as additional customer experience measurement for their customers? New tech in mystery shopping, specifically mobile and video, and how it ties in with other KPI measures such as NPS. Three takeaways that we can apply to improving CX: 1. Start with the customer 2. Make sure any product or service solution maps back to customer needs and opportunities 3. The customer gets the last word - how to test, learn, iterate and measure success