Live Webinar · Customer Spotlight
From VOC Signal to Action
How Binance Turns Customer Conversations into Business Decisions
See how Binance puts AI to work across thousands of customer conversations to uncover recurring issues, improve knowledge-base guidance, and bring customer evidence to Product.
October 22, 2026
11:00 AM PT / 2:00 PM ET
60 min · discussion + live product walkthrough
Featuring Justin Buckley of Binance & Parth Patel of Rippit
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Why this matters
Collecting feedback is easy. Proving what needs to change is harder.
About Binance: a global blockchain ecosystem and cryptocurrency exchange serving customers around the world.
Across thousands of support conversations, a recurring customer problem can be difficult to distinguish from a one-off complaint. And even when a pattern is clear, the evidence still needs to reach the teams who can act on it.
In this session, Justin Buckley shares how Binance puts AI to work across customer conversations to surface recurring signals, strengthen knowledge-base guidance, and bring customer evidence beyond Support. AI helps find and connect the signals; teams can use that evidence to decide what to do next.
See how Binance gets from what customers say to what the business does next.
What you'll learn
A practical look inside Binance's VOC program
Find the patterns at scale
Surface the recurring questions, friction points, and unmet needs hiding across thousands of support conversations.
Turn knowledge-base gaps into fixes
Use conversation signals to pinpoint where customer guidance is falling short, and turn that into work your team can act on.
Take VOC beyond Support
Give Product a clear, evidence-backed view of recurring issues, so customer needs shape what gets built next.
See it live in Rippit
Watch one broad customer question become a specific signal, the conversations behind it, and a clear next action.
Meet our speakers
Who you'll hear from
Featured guest
Justin Buckley
Oversees VOC & QA Programs, Binance
Product walkthrough
Parth Patel
Customer Success Manager, Rippit
From VOC Signal to Action
How Binance turns customer conversations into business decisions
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