During an interview with The Experience Edge Podcast , Luciane Carrillo - senior director of Global Crunchyroll - openly spoke about challenges and learning by migrating from Netflix anime platform .
According to Carrillo, one of the great differences is in the feedback culture. At Netflix, the return among colleagues was straightforward and constant. “If I didn't send well at a meeting, I already received a message at the end saying, 'Can we talk?'” He recalled. However, by bringing this style more straight to Crunchyroll, she noticed resistance. "People are not ready for this level of frankness," he said, pointing out that he has been looking for ways to adapt this process to the new reality of the company.
Carrillo also pointed out that the team's maturity level at Crunchyroll is different, as many members are younger. Even so, it reinforces the importance of maintaining a solid feedback culture as a growth tool.
Despite the differences, she praised the strategic position of the customer service at Crunchyroll, which acts directly with product and engineering teams. This allows more integrated decisions and prevents the customer from being left aside.
In the end, Carrillo stresses that understanding cultural differences is essential - both for the internal environment and for serving the global public.
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Source: The Experience Edge Podcast
