Season 2 of Innovation in Heels kicks off with global transformation leader Kacey Felila Tolua, former executive at Marriott International, whose career spans two decades across technology, customer experience, and operations.

Kacey shares a deeply personal origin story—beginning in a contact center after recovering from a serious fall that temporarily impacted her speech—and reflects on the early career challenge many women face: staying true to yourself while adapting to shifting organizational environments. She also opens up about a pivotal moment of self-doubt, and the advice that changed her trajectory: “There will be plenty of people in your life who tell you no—never let that person be you.”

The conversation then moves into today’s transformation reality: the explosion of data and AI. Kacey explains why leaders must start with data-driven decisioning before choosing AI solutions, acknowledging the reality of siloed data and the need to understand strengths and gaps. On customer experience, she breaks down how organizations can balance empathy and efficiency using a use-case approach—identifying where human connection is essential, where AI should augment frontline agents, and where end-to-end automation may actually improve outcomes.

Kacey also challenges a major myth in the market: that companies should adopt AI simply because “everyone else is doing it.” Instead, she advocates for intentional, strategic adoption tied to measurable impact. Finally, she addresses how AI will reshape talent: recruiting and hiring must evolve, because the future workforce will increasingly need people who can train, refine, and supervise AI, not just execute traditional tasks.

In a fun rapid-fire round, Kacey defines “Innovation in Heels” as women in power inspiring and strengthening each other—and closes by recommending Man’s Search for Meaning by Viktor Frankl, plus a personal favorite she’s reading with her son: The Millionaire Next Door. Listeners are invited to connect with her on LinkedIn for virtual coffees, mentorship, and idea-sharing.

Guest

Kacey Felila Tolua — Global Transformation Leader; former Marriott International executive

Key Topics

• Career resilience and identity in changing environments
• A leadership lesson: stop trying to “do it all”
• Data strategy before AI strategy
• CX design: empathy vs efficiency through use cases
• The real AI talent shift: recruiting for new skill sets
• Generational expectations in customer experience

Connect

Kacey welcomes connection and conversations via LinkedIn (virtual coffees, mentorship, idea exchange).

https://www.linkedin.com/in/marianafonsecamedina