Case Study

Case Study: Etsy Invests In Customer Understanding To Steer Growth

June 21st, 2016
Allegra Burnette, null
Allegra Burnette
Kelly Price, null
Kelly Price
With contributors:
John Dalton , Kara Hartig

Summary

Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive meaningful change. To help CX pros bridge this gap, this case study explores Etsy’s approach to building a cross-functional collaborative research function that keeps the company focused on its customers as it grows.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.