Last week, Serve Legal's CEO, Kate Rand, and Sales & Marketing Director, Jenni Garratt, travelled to Alicante, Spain, to attend the MSPA Europe/Africa Conference, one of the leading annual events for the mystery shopping, auditing and customer experience industry.
Bringing together more than 175 delegates from across Europe, Africa and beyond, the conference provided an invaluable opportunity to connect with industry peers, share experiences and discuss the evolving challenges and opportunities facing the sector.
For Kate and Jenni, the conference was a fantastic chance to strengthen relationships with industry partners, learn from organisations operating in different markets and exchange best practice with fellow professionals. As the industry continues to evolve, events such as the MSPA Conference play an important role in bringing together experts to share ideas, explore new approaches and collectively raise standards across the sector.
The conference theme, "Elevate Your Business – Step Up and Lead the Way", encouraged delegates to think beyond traditional customer experience programmes and consider the wider role that mystery shopping and auditing can play in supporting operational excellence, compliance, brand standards and commercial performance.
As part of the programme, Jenni and Kate were invited to present on a topic that has become a key strength for Serve Legal: engaging and developing Generation Z mystery shoppers. The session explored how understanding the expectations of younger workers, from flexible working and technology-driven communication to recognition and connection, has helped Serve Legal build a highly engaged auditor network. Jenni also shared insights into Serve Legal's Area Manager model, auditor engagement initiatives and commitment to supporting young people as they take their first steps into the workplace.
The presentation generated significant interest from delegates and provided an opportunity to showcase how Serve Legal's people-first approach helps deliver both positive experiences for auditors and consistently high-quality outcomes for clients.
Reflecting on the event, Kate and Jenni agreed that the conference was a valuable opportunity to learn from industry leaders, contribute to important conversations and bring fresh ideas back to the business. Most importantly, it reinforced the value of collaboration and knowledge-sharing as the industry continues to adapt and grow.