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. In this episode, Forrester Researcher Kelly Price discusses Etsy's approach to building a cross-functional collaborative research function that keeps the company focused on its customers as it grows. For more, check out the "Case Study: Etsy Invests In Customer Understanding To Steer Growth" Forrester report.