Voices of CX · 2022-10-31 · 36 min
This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs. Of all her passions, the one she makes her name from is the cultural transformation of companies. She draws a lot from her experience in hospitality, translating her standard of care for individual guests to a company level. She helps Silicon Valley tech companies focus on the customer with that same intensity, creating digital products and apps to make a company’s end-to-end experience as customer-centric as possible. Get ready for the most thorough breakdown of design thinking we’ve had on the show from the company that exports Silicon Valley to the world. Hope you enjoy! About Marcela Lay Marcela is a strategic customer experience executive with 18+ years of experience working with Fortune 500 clients like State Farm, Albertsons, Lowe’s Home Improvement, Delta Air Lines and The Coca-Cola Company. Marcela’s broad and deep expertise in various industries allows her to bring a holistic and strategic approach to digital products and digital experience solutions - from conceptualizing to deploying those solutions.
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