“It’s not that you always have a plan. You don’t know what’s going to come, but when somebody is bringing an opportunity to you to make a change, you cannot ignore it.”This week on Be Customer Led with Bill Staikos, we’re joined by Marcela Lay. Marcela is a Senior Vice President & Head of Client Strategy & PM Operations at Y Media Labs, a digital product and design agency that creates innovative products that export Silicon Valley to the world. Throughout today’s episode, we dive deep into several aspects of influencing and driving culture change within an organization and how to create cultural changes that result in better work environments, less friction within teams, and sustainable growth.[01:10] Getting to Know Marcela – We start the conversation with Marcela’s story of growing up in Colombia and becoming a Silicon Valley executive.[04:17] Y Media Labs – How Marcela’s company, Y Media Labs, approaches client strategy.[07:14] Recipe for Success – Marcela shares with us some of the factors that she has discovered in her time with YML that contribute to the success and steady growth of an organization.[10:22] Tension and Friction – How Marcela approaches dealing with tension or friction within a team that keeps the team from reaching its full potential.[14:51] Inclusive Change – Marcela’s advice on how to influence the executive teams to drive inclusive change.[19:11] Allies in the Workplace – Marcela’s advice for people who want to become allies to their colleagues and help them grow professionally.[22:30] Inspiration – Marcela shares with us some of the people, books, and resources that bring her inspiration and motivation.ResourcesConnect with MarcelaLinkedIn: linkedin.com/in/marcelalayccxpWebsite: ymedialabs.com/people/marcela-layMentioned in the EpisodeDelivering Happiness: A Path to Profits, Passion, and Purpose – Tony Hsiehgoodreads.com/book/show/6828896-delivering-happiness