The experts

The Mystery Coaching® Team

5

Susanna Gonnella

Method Ideator

3

Marzia Monacelli

Director, CX & Customer Service Expert

4

Paola Veneziani

Mystery Coaching Director

2

Linda Provaznikova

Insight & Operations Lead

6

Marcello Peluso

Customer Experience & Innovation

1

Samantha Di Matteo

Operation Project Manager

An European Brand

Mystery Coaching® is a European registered brand, a consulting model built on two main pillars.

The first is linked to building a culture of monitoring the quality of service delivered in the relationship with the customer.

The second is aimed at supporting the growth of organizations while maintaining a focus on people through organizational programmes of transformational coaching and evolutionary training.

The model is also adopted by the Mystery Auditing Italia Association, as it is one of the tools dedicated to spreading the mystery methodology in support of organizational development, in accordance with the UNI 11312 standard which we contributed to writing at the Italian standardization committees.

The model complies with the Quality Management System certified ISO 9001:2015 for the design and delivery of strategic consulting services for organizational development, individual and group coaching, training in relational skills, and mystery auditing.