Leading Customer Experience in a Service Business With Renee Cacchillo, CB014

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee's path to customer experience leadership is one i like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.  As many CCO level leaders, Renee first ran service delivery and operations, then added brand as the CMO of the organization, then customer experience.  She has recently added technology so that she is responsible for much of the experience delivery of the organization. In our conversation, Renee outlined her clear path in embedding customer experience, including engaging with a data scientist to tell the story of customers' lives and compel the organization to care about the "why" behind customer experience, emotions and business growth. She then walks us through the progression of actions led to engage employees and leaders to elevate Safelite to the beloved position that they have with customers today.