Vincent Bol

Director of Member Experience & Policy 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 Vincent.

Download The Latest Agenda

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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