This week, I had a good friend on the show, Marcela Lay, SVP and Head of Client Strategy at Y Media Labs to talk about design thinking. 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.
Marcela has also spent her career pushing change and redefining the status quo. As a minority woman, a woman in tech and a woman in senior leadership, Marcela has broken gender, ethnic and managerial glass ceilings, not only for herself, but as a true ally and power agent for everyone she has the privilege to lead.
Marcela has been recognized among Campaign’s prestigious “40 over 40” winners, as a dual Stevie Award® winner for “Maverick of the Year” & “Women-run workplaces”, as a winner of the “Women Worth Watching®” Award, and as a “WIT Women of the Year” Honoree.
Marcela enjoys painting in acrylics, biking with her family, exploring new restaurants, traveling and exploring new cultures and reading a good business book in her free time.
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About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
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