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, what works, and what did not… as well as a few surprises along the way.