One word: disruption.
Thomas Walker, VP Global Consumer Insights at eBay, on what AI-enabled qual changes for research leaders. The seat at the table, the two-day study that reshaped a launch, and why insights is a capability now, not a function.
eBay shapes its decisions with the customer in the room
GetWhy is the qualitative engine inside eBay's insights team. When a launch needs consumer language, when a brief is still open, when a product spec is still under debate, we run the qual that gets the team an answer in time to use it.
For Thomas's team that has meant qual reaching decisions the old model couldn't reach. Messaging shaped by what safety actually means to a buyer. Product experience tuned to the underlying emotional need. Insights that move with the launch, not after it.
We can champion the voice of the customer from the mountaintop, or we can champion the voice of the customer in the valley and on the hills and on the plains. That's what we're doing now.
Thomas Walker
VP Global Consumer Insights
The two-day study that reshaped a launch.
eBay was launching a new offer and hit a familiar crossroad. What does safety mean to a consumer? What about protection? In the old model that question waits three weeks. At eBay, the answer landed in two days.
Bring qualitative inside the window.
If Thomas's reframe resonates, see what it looks like for your team. Insights as a capability, depth at the speed of decisions. A short walkthrough tailored to the calls you actually need to make.