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Mari Yamaguchi is the Global Manager for Genesys Customer Experience (CX) design and Voice of the Customer (VoC) practices. She's also the co-host for "Take a Moment," a Genesys podcast. She has spent over a decade in the communications field, including as an award-winning broadcast journalist and advisor to elected officials. Fluent in Spanish and Japanese, Mari believes that effective communications, where one is willing to listen and create dialogue and rapport, is a building block of creating exceptional experiences. Mari draws much of her inspiration, philosophy and practice of customer experience from her Japanese heritage. She is certified in virtual facilitation, design thinking, and design thinking facilitation. Her areas of focus include customer engagement, customer journey mapping, and experience and service design.