Who Should Attend? Why Should You Attend?

The MSPA Americas CXE³ Conference is intended for provider companies and vendors who provide goods and/or services to provider companies. If you are looking for education, networking and fun with key decision makers in the industry, then CXE³ is the conference for you!

Registration Fees

The conference registration fee includes the cost of attendance at all general and concurrent sessions, networking and social functions on Wednesday night. The Thursday evening social function is at an additional cost.
Provider, Candidate and Academic Members
First Attendee - $850
Additional Attendee(s) - $650
Save $200 on additional attendees!
Provider, Candidate and Academic Non-Members
First Attendee - $950
Additional Attendee(s) - $850
Save $100 on additional attendees!
Associate and Client Members
First Attendee - $950
Additional Attendee(s) - $750
Save $200 on additional attendees!
Associate and Client Non-Members
First Attendee - $1,050
Additional Attendee(s) - $950
Save $100 on additional attendees!

Registration Payment

Registrations must be received no later than 5:00 pm ET on October 5, 2018. After that time all registrations must be made onsite. No registration will be processed without proper payment. After your registration has been processed, you will receive an automatic confirmation email.

Cancellation Policy

Cancellations submitted in writing to MSPA Americas by September 30, 2018, will be refunded, less a $75 processing fee. There will be no refunds for cancellations received after this date. “No shows” will be charged at the full conference rate. All refunds will be processed after the completion of the conference.


3:00 pm - 7:00 pm Registration
8:00 pm - 11:00 pm Metro at the 9Get the Party Started: Opening Night Welcome Dinner Party

The CXE³ Opening Reception in the historic bank vaults beneath the Cleveland Trust Rotunda, home to VAULT, an upscale, handcrafted cocktail lounge. Surrounded with this much luxury you’ll be expecting your Siberian tiger to prowl among fellow attendees before you make a quick exit in your Ferrari 488.
Feeling like a rock star isn’t the only perk of attending—network with the industry’s best and brightest to set the rhythm for CXE³. Rock your bottom line. Plan to arrive in Cleveland in time to check out the hotel and find this spectacular space.

Sponsored by:
 Prism Intelligence
  Breakfast on your Own 
8:30 am - 4:00 pm Registration
9:00 am - 10:00 am Opening General Session - CXE³ Conference Launch & State of the Association
Taking Care of Business: Is Your Business Running You or are You Running Your Business

Presented by Ron Kaminski, Culture Shoc

This session will be jam-packed with real, immediately useful information to help you see your business in a whole new way. You will better understand how to get more of what you want from your business. You’ll be equipped with a powerful set of proven tools to clarify, simplify and achieve your vision. Ready to gain real traction in your business? 
10:00 am - 11:00 am General Session - Don't You Want Me Baby: The Next Great Emerging Technology Trends
Presented by Rob Bleile, Shopmetrics, Inc.; Tony Felos, SurfMerchants; Michael Markette, FastMSP and Andrew Walker, Prism Intelligence
11:00 am - 11:30 am Networking Break
11:30 am - 12:30 pm General Session - Leaving on a Jet Plane: Planning Tomorrow's Business Exit Strategy Today
Presented by Jeff Kadlic, Evolution Capital Partners
12:30 pm - 2:00 pm I Fought the Law: Legislative Lunch
Presented by Russ Hollrah, Hollrah LLC
2:00 pm - 2:40 pm Concurrent Sessions
  Working 9 to 5: How to Be a Great Boss
Presented by Ron Kaminski, Culture Shoc

Learn how to create a culture of disciplined execution and accountability through great leadership and great management. Studies have shown us that most employees are disengaged at work, but it doesn’t have to be this way. As explained in the best-selling book by the same name, the difference between a group of indifferent employees and a fully engaged team comes down to one simple thing—how to be a great boss. 
  Money, Money, Money: New Deductions for Independent Contractors
Presented by Patrick Hollrah, CertifiedSE
  Sense of Purpose: How to Really Start Making Money
Presented by Jane Edwards-Hall, GfK Mystery Shopping

We are working in an ever more complex sales world and one where buyers are ever more risk-averse. Procurement times are increasingly protracted. Learn how to become savvier at selling an intangible like mystery shopping as we uncover ways to funnel through pain points and objections that might be raised when selling your organization’s services. 
2:40 pm - 3:40 pm Afternoon Rolling Break
2:45 pm - 3:25 pm Concurrent Sessions
  More Than Words: Using Data to Strengthen Your Business
Presented by Liz Boone and Barb Clemens, Corporate Dining

Attend this session to understand the discipline of benchmarking including key features and benefits on benchmarking regular, how to operationalize the data and information results to improve bottom line performance (understanding the continuous improvement process) and a group project interaction included.
  Money, Money, Money: New Deductions for Independent Contractors
Presented by Patrick Hollrah, CertifiedSE
  Smooth Criminal: Protecting Yourself and Shoppers From the Latest Scams
Presented by Maria Del Monaco, Federal Trade Commission; Ericka Dilworth, BBB Serving Greater Cleveland and Russ Hollrah, Hollrah LLC

Attend this session to understand some of the imposter scams involving mystery shopping, updates on the Western Union settlement and how the FTC and BBB help deter these scams and the implications to provider companies as well as the public.

3:25 pm - 6:00 pm Vendor Meetings/Open Networking/Free Time
  Breakfast on your Own
8:30 am - 1:30 pm Registration
9:30 am - 10:30 am General Session - What's the Name of the Game: Understanding GDPR and What it Means to You
Presented by Erik Brooks, Shopmetrics, Inc.; Jill Spencer, React Surveys Ltd and Mike Mershimer, HS Brands International (Moderator)
10:30 am - 10:45 am Networking Break
10:45 am - 11:45 am General Session - This is How We Do It: Evolving CX Strategies to Meet Changing Times
Presented by Michelle Long, Shop LC; Meera Rosser, Jacobs Entertainment; Tina Selwyn, The Good Life Consulting and Jane Edwards-Hall, GfK Mystery Shopping (Moderator)
11:45 am - 1:30 pm The Final Countdown: MSPA Americas Annual Meeting  & Awards Luncheon
Missing Photo

Rob Bleile

Shopmetrics, Inc.

Liz Boone

Liz Boone

Corporate Dining, Inc.
Liz Boone brings 20 years of healthcare foodservice to Corporate Dining, Inc.  She spent the last 11 years as the Executive Director of Nutrition Services at Aultman Health Foundation in Canton, Ohio; where she was responsible for an 804-bed acute care inner-city hospital.  Prior to this, Liz was the Director of Nutrition Services for University Hospitals Bedford Medical Center and spent a number of years as a food service manager in long-term care facilities. Liz received a Bachelor of Science Degree in Dietetics/Nutrition from Ohio University and MBA Health Care Administration from Regis University.  Liz has received the Presidential Special Service Award for Benchmarking from the Association for Healthcare Foodservice (AHF); where she was the Benchmarking Chairman for more than three years and a speaker on benchmarking at the annual conferences.

Missing Photo

Erik Brooks

Shopmetrics, Inc.

Barb Clemens

Barb Clemens

Corporate Dining, Inc.
With a strong IT, legal and now dining background, Barbara has the expertise and national recognition in developing benchmarking data exchanges for both corporate and campus dining markets. As a Business Intelligence Project Manager, Barbara develops technology tools to transform raw data into useful and meaningful information. She is developing a variety of interactive dashboards to provide clients with an organized and quick way to view their data. Barbara is also responsible for the FoodWrite program and has conducted a variety of surveys to assist leadership in gathering key data regarding their dining services. Barbara has directed annual trade association benchmarking, original research projects, conducts RFPs, and has worked on customer satisfaction, leadership, and benchmarking surveys and programs with companies such as Microsoft, Morgan Stanley, Association for Healthcare Foodservice, Halliburton, Wachovia, Sprint and Google.
Missing Photo

Maria Del Monaco

Federal Trade Commission
Missing Photo

Ericka Dilworth

BBB Serving Greater Cleveland
Jane Edwards-Hall

Jane Edwards-Hall

GfK Mystery Shopping
Jane is a senior subject matter expert in Mystery Shopping and manages GfK’s Mystery Shopping practice in North America including a number of global programs run out of North America. Jane has over 30 years of global market research and mystery shopping experience. Jane has set-up and managed many (global) Mystery Shopping programs for many Fortune 500 and 100 companies and across all industries including retail, hospitality, finance, automotive, CPG and telecoms and tech manufacturing. Jane has lived and worked in the UK, Greece, Czech & Slovak Republics, Hungary and has now been in the US for the last 10 years. She has previously worked at Kantar, Nielsen, IMS Health and Ipsos. 
Missing Photo

Tony Felos

Patrick Hollrah

Patrick Hollrah

Patrick Hollrah is the product manager for, a resource that helps self-employed entrepreneurs demonstrate their self-employment to clients. In addition to his role at, Patrick is an attorney, at the law firm Hollrah LLC, with a practice devoted to matters affecting companies that do business with independent contractors, and is the General Counsel to the Coalition to Promote Independent Entrepreneurs, an organization dedicated to supporting independent-contractor status. Patrick earned a J.D., Cum Laude, and a B.S. in accounting, Magna Cum Laude, from the University of Maryland.  
Russ Hollrah

Russ Hollrah

Hollrah LLC
Russ Hollrah is an attorney with a national practice dedicated to employee-benefits, employment taxes and the application of those laws to independent professionals and contract workers. His clients include both the companies for which independent professionals work, as well as the companies that engage and refer or assign them to other companies. His practice, Hollrah LLC, has been MSPA Americas' legal and legislative counsel, focusing on issues relating to independent contractors, private investigator issues, and other industry-specific concerns, since 2005.
Missing Photo

Jeff Kadlic

Evolution Capital Partners
Ron Kaminski

Ron Kaminski

Culture Shoc
For 15 years Ron Kaminski has helped companies build high-performance teams, with over 1,000 sessions under his belt. An expert in workplace culture and leadership development, Ron focuses on getting companies better at Vision—company alignment; Traction—instilling discipline and accountability; and Healthy—cohesive leadership. Winner of the 2017 Northeast Ohio’s Smart 50 Award, Ron has served as board member of Entrepreneurs’ Organization (EO) Cleveland Chapter, U.S. Central Chapter, and EO Global. When he isn’t helping companies tap their full potential, Ron is still always on the go…probably off taking his family on some new adventure or paddle boarding on the lake. 

Missing Photo

Michelle Long

Shop LC
Michael Markette

Michael Markette

Michael built a call tracking solution in the garage of his Seattle home nearly 20 years ago. Today it has grown into a multifaceted contact analytics business leveraging machine learning. In this, the springtime of AI, building product still excites Michael. Michael is proudest of all of the great people he works with. Michael believes that focusing on employees first makes for the happiest clients. Michael speaks and writes regularly about using technology to improve customer experience. On the downside, Michael continues to struggle to lose 5 pounds and strives to spend more time with his wife and daughters.
Mike Mershimer

Mike Mershimer

HS Brands International

Missing Photo

Meera Rosser

Jacobs Entertainment
Tina Selwyn

Tina Selwyn

The Good Life Consulting
A Texas native, Tina moved to NYC where she worked for 10 years as a Vice President at American Express learning industry best practices from one of the most respected brands in the world. Since launching The Good Life Consulting after a move to San Diego in late 2015, she has partnered with companies of all shapes and sizes to make their businesses more customer-centric both on and offline. She is a certified User Experience (UX) expert and leverages best-in-class customer experience practices to provide her clients with strategic and implementation support; ensuring that strategy turns into measurable results.
Missing Photo

Jill Spencer

React Surveys Ltd.
Missing Photo

Andrew Walker

Prism Intelligence



Engage Key Decision Makers - The right people. The right place.

MSPA Americas represents companies in the customer experience industry and works to protect the credibility of our industry while providing our members with the tools and resources needed for success. We help our members build their businesses by emphasizing the importance of measuring and managing the customer experience. Your sponsorship allows you to directly engage with key decision makers and build mutually beneficial relationships. We promise a great experience – it’s our business, after all!

Click here to Learn More about becoming a CXE³ Sponsor.

Premier Sponsor


Platinum Sponsor


A La Carte Sponsors

  Prism Intelligence  


This iconic property features 156 beautifully designed hotel rooms that engage your entire experience absorbed in the excitement of downtown Cleveland. Enjoy dining at Adega, voted Best Downtown Cleveland Restaurant in 2015 and 2016, or unwind with a handcrafted cocktail at Azure Rooftop Lounge (open seasonally) while enjoying views of Lake Erie and local cityscape. Tucked above the lobby, Ledger Bar is made for conversation and people watching, while enjoying artisan cocktails and local craft beer. The century-old bank vaults beneath the Cleveland Trust Rotunda are home to an upscale, handcrafted cocktail lounge, Vault, where you can enjoy over 30 hand-crafted cocktails fashioned by resident mixologists and a small plate menu. The Mint Ballroom will inspire your event experience as an unforgettable memory. Visit Alex Theater at The 9 to enjoy live performances featuring Cleveland's finest local entertainment and artists.

Located close to the  Rock and Roll Hall of Fame, Playhouse Square and Sporting Arenas in the heart of downtown, there is so much to do. Destination Cleveland's program " Show Your Badge" partners are offering specials to meetings and convention attendees to make your experience in Cleveland all the more enjoyable. To participate, simply show your convention badge to any of the participating partners listed and receive their exclusive offer. Click here for information and to download the list of specials.


Metropolitan at The 9
2017 East 9th Street
Cleveland,  OH  44115

To make reservations at the Metropolitan at The 9 click here. You may also book reservations by phone at (216) 239-1200 and mention you are attending the MSPA Americas CXE3 Conference to receive the group rate. The special conference rate for attendees is $189 plus tax. The hotel room reservation deadline is Wednesday, September 19, 2018. Book your reservations as soon as possible and remember you help MSPA Americas when staying at the conference hotel. After this date, the hotel will honor reservations on space and rate availability basis.

Hotel and Transportation Information

Check-in and Check-out


Check-in: 4:00 PM
Check out: 12:00 PM

Cleveland Hopkins International Airport - CLE

  • Hotel direction: 12.7 miles NE
  • This hotel does not provide shuttle service.

Akron-Canton Airport - CAK

  • Hotel direction: 50.6 miles NW
  • This hotel does not provide shuttle service.


Valet parking, fee: $36 daily and Sales Tax of 8% will be added to your daily parking fee.


Conference Attire
The conference attire is business casual. Meeting rooms may feel cool to some attendees, so a light jacket or sweater is recommended.

Distribution of Publications and Promotional Materials
Distribution of brochures, fact sheets, advertising, industry publications and promotional materials is not allowed during the conference except for companies participating in the official conference sponsorship program. Distribution of these materials by sponsors is allowed only within the guidelines of the sponsorship program.

Scheduling Non-­MSPA Americas Functions
Events that conflict with official MSPA Americas events or educational programming are not allowed during the conference. This includes hospitality suites, special breakfasts, focus groups or similar events.

Candice Zavatsky
(502) 574-9948
Sponsorship & Media
Michelle Romero
(502) 574-9036
Sarah Saar
(502) 574-9041