Empathy Lab with Fabletics

Turning Sentiment into Strategy: How Fabletics Drives Loyalty with AI

In this Empathy Lab, Kyla Balkan and Annie Zhao from Fabletics share how their team transforms unstructured customer feedback into strategic insights that drive product innovation, enhance the member experience, and build lasting loyalty. Beyond showcasing their approach, Kyla and Annie reflect on the evolving role of AI in the insights function—sharing how their team embraces it, where they see its value, and what they recommend for teams looking to scale empathy without sacrificing nuance