John-Paul de Rooij

Many organisations collect vast amounts of customer feedback but struggle to extract meaningful value from it. This session explores how John-Paul & John at Vattenfall brought together multiple feedback sources to build a clear, trusted view of customer needs and pain points. Discover how combining structured insight, AI-driven analysis, and continuous feedback loops enables confident decision-making, actionable improvements, and measurable impact across customer experience and business performance.

Learning Objectives

• Understand how to consolidate multiple feedback sources into a single view of the customer

• Explore how to identify and prioritise true customer pain points using data and insight

• Learn how to embed testing and feedback loops into CX improvement initiatives

Key Takeaways

• A clear approach for turning customer data into prioritised, actionable insight

• Practical methods to confidently address customer pain points and unmet needs

• Clear strategies to link VoC insight directly to measurable business outcomes