Case Study

Case Study: Etsy Invests In Customer Understanding To Steer Growth

June 21st, 2016
AB
Allegra Burnette
KP
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.

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