About this session

What if the most valuable source of strategic advantage was already in your hands and being underutilized?

In today’s data-rich environment, most business leaders do not struggle with access to information. The real challenge? Transforming messy, fragmented, often qualitative customer feedback into intelligence that drives clear business decisions — the kind that shape propositions, shift markets, and steer entire organizations.

In this high-impact session, the Director of Insights & Analytics at Philips shares key lessons from their ongoing effort to integrate customer feedback and data into the core of the business. A real-world story of progress in building a customer analytics capability that enables the organization to embed customer understanding into daily decision-making: how Philips is aspiring to translate Voice of the Customer (VOC) insights and other customer signals into meaningful customer segments, use feedback to inform targeted propositions, and begin adapting to changing customer needs, behaviors and lifecycle shifts.

If you are a C-level leader asking, ""Are we truly listening to our customers —and acting on it in a way that matters?"" — this session is for you.

Rebecca will unpack the strategic lessons and practical hurdles of building feedback-driven intelligence at scale, not just as an analytics function, but as a mindset embedded across the business.

Discussion points:

• Lessons learned about structuring and using customer feedback data to refine segmentation
• Early wins and challenges in linking insights to more personalized engagement strategies
• How to start connecting feedback to behavioral signals and lifecycle stages — even without a perfect system
• Navigating data silos, tooling limitations, and organizational change along the journey
• Building internal alignment between analytics, CX, and marketing teams
• Leveraging feedback analytics to align business functions and drive cross-functional insight adoption
• What “progress” looks like in real terms — and what’s next for Philips’ feedback intelligence efforts