June 09 2015

The Importance of Aligning Customer Service, Brand and I.T.

Tom Feeney, Safelite® President and CEO


Recently we made a big decision about the future of our Customer and Brand strategy department. In order to fully exceed customer expectations and deliver on our brand promise, we rely heavily on the I.T. department.

In order to create alignment among the three functions, we promoted Renee Cacchillo, formerly vice president of customer & brand strategy, to the senior leadership team and added the strategic direction of the technology department to her role. As senior vice president of customer, brand & technology, she will report directly to me.

Renee first joined Safelite in 2011 as vice president of service delivery – a role created to establish Safelite as a world-class service organization. With demonstrated results, she continued to grow in her role and in 2013 earned expanded responsibility for enhancing the company’s brand journey, including data analytics, digital marketing, and advertising as vice president of customer & brand strategy.

The realignment is a natural progression of Renee’s role at Safelite. Many of the customer insights uncovered and marketed to our potential customers are created by the technology team working to improve the online customer experience and create improved access to Safelite through smartphones and tablets. Aligning these functions more closely allows Safelite to continue to evolve at a faster pace to meet the needs of the future customer.

While every department within our organization strives to be customer driven, our technology team has a big part in making it easier for our customers to do business with us. We believe combining these functions under one leader is a pivotal step of looking at our business through the eyes of our customers to make their experience memorable. Renee has been a valuable resource in setting us on the right course. Thanks to her passion for our customers, we are confident in her ability to successfully lead the way.

Want to know more about Renee?

With more than 15 years of experience, Cacchillo brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. Her background includes delivering results in fast-paced, consumer-focused businesses such as Bob Evans and Mimi’s Café Restaurants, Bath & Body Works/Limited Brands, Hallmark and Dillard’s Department Stores. She also has more than five years of experience at Accenture in leading large-scale system implementations as well as in change management.

Cacchillo earned her M.B.A. and B.S. from the University of Kansas. She is a member of the Customer Experience Professionals Association and serves on the Service Council Advisory Board. She has been the keynote speaker at variety of service-related conferences, including Argyle’s Customer Care Series, Chief Service Officer Summit, Forum for Customer Experience Professionals, Field Services, and Smarter Services Symposium.

Under her leadership, Safelite has won a number of customer service-related awards, such as:
• 2013 Temkin Customer Experience Excellence Award
• 2013 Best in Biz: Customer Friendly Company, Gold Medalist
• 2014 Stevie Silver Award for Sales & Customer Service (Customer Service Innovation category)
• 2014 CXPA CX Innovation Award
• 2014 Loyalty360 CX Awards
• 2014 Professional Association for Customer Engagement Customer Experience Excellence Award for Innovation

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