Sarah Doré

Manager Voice of the Customer Vinted

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

9:30 Workshop B: Turning Customer Feedback into Service and Product Improvement

Many organisations collect large volumes of customer feedback but struggle to turn those insights into meaningful product improvements. In this workshop, Vincent and Sarah share how Vinted built a VoC programme designed to drive real change. From analysing support tickets and identifying root causes to creating a prioritisation ‘pain index’, explore how customer feedback can influence product decisions, deliver measurable impact, and create stronger collaboration across CX, product, and leadership teams.

Learning Objectives

Understand how to transform customer feedback into actionable product insights
Uncover practical methods for prioritising issues based on customer impact
Examine how CX teams can collaborate with product and leadership to drive change

Key Takeaways

Guidelines for building an effective VoC programme
Lessons on prioritising improvements using customer impact and data
Examples of turning customer feedback into measurable business outcomes

Check out the incredible speaker line-up to see who will be joining Sarah.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk