Marcela Lay, CCXP

VP, Client Services, Y Media Labs

Marcela is a strategic customer experience professional with over 18 years of experience working with Fortune 500 and top clients such as Lowe’s Home improvement, Delta Air Lines, The Coca-Cola Company, State Farm, Fresenius Medical Care, and Wells Fargo. Marcela’s experience allows her to bring a holistic understanding of all aspects of digital, including marketing strategy, experience design, and platform development. Throughout her career as a trusted advisor to her clients, and combined with a solid background in customer experience strategy and process optimization, Marcela has led cross-disciplinary teams to deliver a range of customer experience transformational solutions. These strategic solutions had enabled brands to increase their customers’ share of wallet, retention, loyalty, and advocacy as well as creating operational efficiencies.

All Sessions by Marcela Lay, CCXP

  • Conference Schedule


  • 9:35 AM  - 9:45 AM
    Experience innovation requires thinking differently about your business to allow for creative ideation and blue-sky visioning. Drones are a technological tool that has proven to be an amazing enabler for customer experience innovation - both for internal and external customers. Key takeaways: 1. Experience innovation enables operational cost savings. 2. In order to get the customer experience strategy right, brands need to commit to not only understanding their customers but being empathetic to their experiences. 3. Employee satisfaction and engagement can be achieved by eliminating unnecessary touchpoints and improving their experience.
    Tech




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Marcela Lay, CCXP