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.