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


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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