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Abdul
Khaled
Head of Customer Experience and Digital Products
E.ON Next
Abdul is Head of Digital, Customer Experience & Digital Products at E.ON Next, where he plays a key role in transforming the company from a traditional utility into a personalized service partner for customers. With previous roles at Cisco and Macmillan Cancer Support, Abdul brings a diverse background in digital innovation and customer engagement. At E.ON Next, he leads initiatives that use billing touchpoints as opportunities for deeper engagement and leverages data to uncover and address root causes of customer pain points. Abdul is passionate about building teams with the right structure and mindset, delivering quick wins to secure executive support, and moving beyond surveys to gain richer customer insights. His approach combines strategic thinking with practical action—making him a go-to voice for customer insights leaders looking to drive meaningful, measurable change.
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04 December 2025 11:30 - 12:15
Main stage workshop - Customer feedback in action: Combining qualitative and quantitative data for maximum impact
Customer feedback comes in many forms—from survey scores and usage metrics to open-ended comments and social sentiment. This keynote/ workshop hybrid session helps you decode these data types, integrate them, and translate insights into impactful strategies that drive retention and growth. Attendees will explore how to balance and blend qualitative and quantitative feedback, avoid common pitfalls, and focus on signals that truly matter. The session includes hands-on activities to analyze sample data, prioritize insights, and design tactics that move the needle. Key takeaways: How to balance qualitative stories with quantitative data to inform strategy Practical techniques to prioritize feedback that drives retention and growth Ways to design feedback-informed tactics with clear goals and metrics A repeatable framework for turning mixed customer feedback into business impact