Elizabeth Merrick May leads customer strategy and experience analytics for the Nest brand at Google, focused on smart home products. She leads a team of world-class analysts focused on global product development, customer experience, and customer value. TIME POINTS @ 6:45 – Are there universal truths about consumers that can be applied? @ 10:10 – Universal observations she has found to be true in her research across many years and 20 countries. @ 12:00 – How to personalize a message in a way that is scalable – creating a message that is both a mass message and a one-to-one communication @ 15:47 – What “Moment of truth” means and from where she derived it.