Before the process redesign, sending a customer email required a product manager to coordinate with business intelligence, marketing, and marketing operations for cohort selection, email design and voice, and delivery.

“The way a product manager would send an email before to customers, it involved three teams. You know, it involved a team where, uh, you know, uh, you, you went to B- BI to go get a cohort of, uh, uh, the people that you wanted to send an email to.”

“You went to the marketing team to help you design the email and, and get the voice right. Uh, you went to the marketing operations team to get the email out. Uh, where, you know, it...”