CarLabs Introduces New Sr. Director of Client Success, the leading AI-powered, automated chat solution provider for auto brands, welcomes new Sr. Director of Client Success, Ken Insana. CarLabs’ rapidly growing team will leverage Insana’s talent to work with both existing and new tier 1 automotive clients to optimize their customers’ experience and exceed their business goals using the platform.  

Insana was formerly at J.D. Power as the Senior Director of the Online-to-Offline (O2O®) product suite for Automotive Media & Marketing. O2O is an analytics product that connects online exposure (web or digital campaigns) to an offline vehicle sale.  It was designed to allow automakers to discover the exact volume of automotive sales each month from consumers who visited their website or were exposed to their digital campaigns. He was responsible for building the product, helping clients realize precise ROI measurement, and promoting the use of sales as a performance metric. Insana also spent three years as a senior manager of Consumer Research & Analytics at AOL, with a focus on the automotive verticals. 

Insana’s experience includes extensive research in automotive buying behavior, with specific studies focused on the behaviors of new-vehicle buyers online.  He has also led path-to-purchase studies as they relate to purchasing decisions in the digital age. His skills are directly applicable to CarLabs’s mission to help Auto OEMs understand the customer journey, to operationalize that data to have personalized conversations with car shoppers and owners, at the contextually relevant time, and across multiple messaging and conversational platforms

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