CX INSIGHTS SERIES: PART SEVEN – BE NIMBLE, BE QUICK: THE CRITICALITY OF REAL-TIME CX ADAPTATION
The 5th annual CXPA Insight Exchange was abuzz with the topic of business adaptability as a critical driver of CX delivery. Among the presenters who illustrated the importance of this characteristic was Renee Cacchillo – SVP, Customer, Brand and Technology at Safelite®. Renee has helped Safelite become synonymous with exceptional service through a commitment to being nimble, people-powered, and customer-focused.
Her adage is simple: “We found a way to behave like a 7 year old start-up, even as a 68 year old company.”
Renee stressed their willingness to take chances, watch other industries and adapt quickly. At the core has been the company-wide shift to thinking not as an auto glass company, but as a service company dedicated to customer satisfaction.
Soon, Safelite will add “Uber-like” technology in their mobile experience to complement their text alert technology, which provides field rep pictures and arrival times. Customers will be able to track their driver and meet them at their vehicle, saving time, improving trust, and making an otherwise dreaded repair coordination simple and timely.
In an age when the pace of change is so rapid, and expectations so high, Safelite is adopting technology to bring more happiness to people’s days where they least expect it. No matter how old your company, or how siloed your divisions, we stand with Renee in her belief that if you are open to change while remaining people-powered and customer-focused, you’re on the path to better, more human, experiences for your customers.
For more on how we’re helping clients with customer experience strategies, check out our recent CX white paper and perspective on Human Experience, which we believe to be the next great business imperative.