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his is the sixth and final post in\xa0a series titled "Team Member and Customer Experience Value."\nIn my recently released book Stronger Through Adversity, Natasha Hritzuk the Vice President and Head of Consumer Insights at WarnerMedia Entertainment shared the challenges leaders can face when mining consumer insights to understand value drivers \u2013 especially in the context of a pandemic. According to Natasha, \u201cIn the first two months of our journey with COVID-19, we were concerned about a consumer survey being unwelcomed and receiving a low response rate. So, we initially engaged people in ways that were a bit unusual for us\u2014through online focus groups and ethnography [descriptive or immersive studies using tools like customer journals]\u2014before we returned to a survey approach.\u201d\nHow would you rate your ability to drive customer success by using customer analytics at scale through formal listening?