Confronting the Past to Improve Customer Experience on Ancestry.com

Ancestry knew they needed to evolve their customer experience for marginalized groups in an authentic and meaningful way. Immersive conversations among diverse audiences, tapping into empathic exercises, enabled transparency and highlighted stories that brought to light the emotional impact of the current experience and opportunities for evolution.

Learn how these insights were able to fuel immediate action while laying the foundation for transformative thinking throughout the organization.

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