Empathy Lab with Fabletics - May 7th, 2025

Written by
Bridget Koubeck
Published on
April 15, 2025
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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

                                                       

                                                               

Ready to Transform Customer Feedback Into Growth?

Schedule a meeting to see how leading teams are turning customer feedback into confident, data-driven results.