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Removing the Fear Factor: Involving Customers in Your Business Transformation

Words like transformation and innovation aren’t typically used when you’re thinking about a company like Safelite. This session will share how moving from a traditional approach to one that’s more agile drove superior customer engagement, satisfaction, and memorable service. Key takeaways include how to avoid the fear of moving away from traditional organization charts, tips on how to be innovative in meeting customer needs, insight on the best ways to listen and involve your customers.


Renee Cacchillo | EVP, Customer Experience Officer | Safelite Group

Renee Cacchillo is EVP, Customer Experience Officer at Safelite Group, a multifaceted vehicle glass and claims management service organization, where she is responsible for Customer Experience, Brand, and Safelite Solutions. Renee joined Safelite in 2011 and has held leadership roles in service delivery, brand development, technology and experience design. Today, she successfully leverages the company’s core competencies in aligning the customer experience, marketing efforts, technical enhancements, and sales and claims management. Renee has a BS in business administration and an MBA from the University of Kansas. She resides in New Albany, Ohio, with her husband and their twin daughters.


Ken Hosac | VP, Business Development | Cradlepoint

Ken has 25 years of experience in marketing, sales, R&D and manufacturing. At Cradlepoint, Ken is responsible for driving strategic industry partnerships to accelerate the company’s market growth and leadership. As part of the leadership team since 2009, Ken has helped drive Cradlepoint’s growth and development through roles in strategic planning, product management, solution strategy and thought leadership. Ken frequently represents the company at industry conferences and events, and served on the original Advisory Board for the IoT/M2M Evolution Magazine. Ken holds a B.S. degree in Electrical Engineering and an M.S. degree in Manufacturing Engineering, both from Stanford University.

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