During an interview on The Experience Edge Podcast, Luciane Carrillo — Senior Director of Global Crunchyroll — spoke openly about the challenges and lessons learned when migrating from Netflix platform anime.
According to Carrillo, one of the biggest differences lies in 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 noticed resistance. "People aren't ready for that level of frankness yet," she said, pointing out that she's been looking for ways to adapt this process to the company's new reality.
Carrillo also highlighted that the maturity level of the Crunchyroll team is different, 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 the customer service area at Crunchyroll, which works directly with the product and engineering teams. This allows for more integrated decisions and prevents the customer from being left out.
In the end, Carrillo emphasizes that understanding cultural differences is essential — both for the internal environment and for serving a global audience.
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Source: The Experience Edge Podcast