Safelite AutoGlass Senior Vice President of Customer, Brand and Technology Renee Cacchillo (a 2016 1to1 Media Customer Champion) was recently a guest on a podcast with Jeanne Bliss, Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.
In The Chief Customer Officer Human Duct Tape Show, Jeanne speaks with Renee about her path to customer experience leadership. As with many CCO-level leaders, Renee first ran customer service delivery and operations, then added brand marketing as the CMO of the organization. She has recently added technology so that she is responsible for much of the customer experience delivery throughout the organization.
In the conversation, Renee outlined her clear path in embedding customer experience into the company culture... including engaging with a data scientist to tell the story of customers’ lives and compelling the organization to care about the “why” behind customer experience. She then walks through the progression of actions that led to engage employees and leaders to elevate Safelite to the beloved position that they have with customers today.
Check it out!