After several false starts, Europe’s leading perfume and beauty platform radically changed their operations to foster self-service, putting structures in place to cater to different demands at a higher speed. It started paying off right away in terms of more engaged stakeholders, more data-oriented questions, and ease of onboarding (thank you video training!). Yael shares the story of their approach and will give some tips on how to start and what it takes to keep it up and running.