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People powered, customer driven: How Safelite leverages XM to repair experience gaps

Creating a cohesive experience management (XM) strategy is vital for organizations looking to remain competitive and connect insights across their core areas of business - customer, associate, product and brand.

Listen in as Bruce Temkin, XM Institute, and Renee Cacchillo, Safelite AutoGlass, discuss how a transformational XM practice can deliver world-class associate and customer satisfaction. Hear how this industry leader combines digital channels alongside its large nationwide network of repair facilities and remote technicians to deliver on its purpose of bringing unexpected happiness to people’s everyday lives.

What you'll learn:

  • Use XM to improve experiences for millions of stakeholders
  • Turn front line associates into brand ambassadors
  • Drive culture and engagement through pride of accomplishment

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Picture of Renee Cacchillo

Renee Cacchillo

EVP, Customer Experience Officer

Renee Cacchillo is a 20+ year veteran of the retail and consulting industry. She joined Safelite in 2011, where she held a variety of leadership roles in operations, data analytics, digital marketing, and advertising. Today, she is known as the architect of Safelite’s Customer Driven strategy, successfully leveraging the company’s core competencies in aligning the customer experience, marketing efforts, client relationships, and technical enhancements more acutely.

Picture of Bruce Temkin

Bruce Temkin

Head of XM Institute

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM while at the same time igniting a global community of XM professionals to radically improve the human experience.

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