During an interview with The Experience Edge Podcast , Luciane Carrillo — Senior Director of Global Crunchyroll — spoke openly about the challenges and lessons learned when migrating from Netflix anime platform .
According to Carrillo, one of the biggest differences is the feedback culture. At Netflix, feedback among colleagues was direct and constant. "If I didn't do well in a meeting, I'd get a message at the end saying, 'Can we talk?'" she recalled. However, when she brought this more direct style to Crunchyroll, she encountered resistance. "People aren't ready for that level of candor yet," she said, noting that she's been looking for ways to adapt this process to the company's new reality.
Carrillo also highlighted that the team's maturity level at Crunchyroll varies, as many members are younger. Even so, she reinforces the importance of maintaining a strong feedback culture as a tool for growth.
Despite the differences, she praised the strategic position of Crunchyroll's customer service department, which works directly with the product and engineering teams. This allows for more integrated decision-making and prevents the customer from being left out.
In the end, Carrillo reinforces 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
