Kristina Horbec is a 30 year old owner of Heraklea Mystery Shopping, the first specialised mystery shopping agency in Croatia and the biggest one in mystery shopping in the Balkan region. Kristina is also a co-owner or newly established Serbian mystery shopping company Customer First. She is a member of MSPA Europe Board where she acts as the Director of Education and Events.

She is also a member of Board of Croatian Employers Association as well as member of the Council of the Market Research Society at Croatian Chamber of Commerce. Kristina developed Marti, unique web based online system for reporting mystery shopping results in real time. She also started in 2006. Heraklea’s Customer Service Award granted to client companies most dedicated to improving their customer service and Customer Service Reports neutral reports which measure quality of service in different industries.

Kristina regularly writes articles, newsletter and holds classes on mystery shopping. In 2005 she started organizing Mystery shopping days – annual events dedicated to education of public about Mystery shopping. Kristina is regularly interviewed on tv and in magazines. She has won the MSPA Europe PR and Marketing Award twice, for successfully marketing mystery shopping in Europe.

After graduating marketing and before starting her own mystery shopping agency she had worked 5 years for Pliva, the largest pharmaceutical company in Central and Eastern Europe. Today Kristina lives with her husband in Zagreb, Croatia. She speaks English, German, Italian and understands a bit of Polish as she lived in Krakow for half of year. In her free time she enjoys reading, travelling and wellness.

Veronica Boxberg Karlsson has over 25 years experience from leading positions in the service industry, starting with leading an organisation with 130 employees already at the age of 17. During many years receiving reports from Mystery Shop visits, Veronica gathered knowledge about how to develop and use successful Mystery Shopping programs. Veronica’s company Better Business World Wide has been a professional Mystery Shopping Provider since 1995 and was the first Nordic company to join MSPA, the trade organisation for Mystery Shopping.

Veronica is one of the founders and the first President for MSPA Europe, and now a member of the MSPA Governing Counsil. Veronica has received several awards during the years, among them the MSPA Hall of Fame Award in 2005.

Veronica is the founder of the Quality Development program, Scandinavian Service & Quality Award and the Serviceindex. Veronica has also developed B-Online, and unique web based online system for reporting and benchmarking Mystery Shopping results in unlimited number of languages in real time. Better Business World Wide has over 20.000 Mystery Shoppers in the Nordic countries and can through the IMSA Alliance handle assignments world wide. Better Business World Wide has franchisees in the Nordic countries and are continuing to expand the franchisee network further. Veronica lives with her husband in Vallentuna, Sweden.