Empathy Lab with Fabletics - May 7th, 2025

Turning Sentiment into Strategy: How Fabletics Drives Loyalty with AI
In this Empathy Lab, Kyla Balkan and Annie Zhao from Fabletics share how their team transforms unstructured customer feedback into strategic insights that drive product innovation, enhance the member experience, and build lasting loyalty. Beyond showcasing their approach, Kyla and Annie reflect on the evolving role of AI in the insights function—sharing how their team embraces it, where they see its value, and what they recommend for teams looking to scale empathy without sacrificing nuance.
https://vimeo.com/1082334902
Meet the Speakers

Kyla Balkan
Director, Consumer Insights and Strategy


Annie Zhao
Consumer Insights Manager


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