Introducing Sarah Daly, Co-Founder of CapFeather and the CX Institute

it’s lovely to meet you!

My name is Sarah Daly. I am one of the co-founders in CapFeather, a global Customer Strategy and Innovation consulting firm. I’m also the Director of the CX Institute, CapFeather’s education arm. As Marketing Director in CapFeather, I am always thinking about how to engage with our clients in inspiring ways. My favorite initiative in 2021 was bringing C-Suite executives together for a series of art+innovation gallery tours in Australian capital cities.

Investing in creativity

Have you ever noticed how many scientists are also musicians? Richard Feynman, Nobel Prize winner and my second favorite physicist, played conga drums. Albert Einstein played the violin. Whether you are a scientist, an executive, an engineer or a business owner - if you are responsible for coming up with new solutions in your organisation, investing in your own creativity is worthwhile. My first university degree was as a fine artist and art historian. This training and continued practice has been wonderful in and of itself, and it has improved my ability to see complex patterns and to craft innovative solutions in a commercial setting. Mondays are normally my day in the studio and that makes for an excellent start to the week.

Who is my favorite physicist, you ask? That would be my husband.

Researching trust + artificial intelligence adoption

AI is in our world. Understanding what that means and how we can harness it is a fascinating area to investigate. Inside organisations, adopting AI heralds some specific challenges that are worth solving. Personally, I see AI as a tool that can enable human lives: our creativity, our experiences, our ability to achieve. I am undertaking a PhD focusing on trust in artificial intelligence to discover more about its limitations and possibilities. I’m also a founder in an AI start-up that you’ll no doubt see news on soon - so watch this space!

How might I be helpful for you?

I make novel connections between ideas and engage people to imagine in new ways. For example, your problem may have already been solved in another domain. What could an online insurance provider learn from fast consumer fashion? What can a university learn from a games development company? What could a CEO learn from an artist?

When I think about your organisation, I think about the humans involved. You. Your staff. Your customers. Your Board. Your competitors. What are you motivated by? What is your impact? How will you write your own history? I take a qualitative approach to discovering more about you, then others on our team bring the quantitative analysis.

Need a new perspective on your company’s creative potential? I can help you discover how similar you are to DaVinci, Vermeer, Warhol or Banksy. When we can all travel again, I’ll be conducting international art+innovation tours for CapFeather clients. If you are in Brisbane, I’m at GOMA every few weeks. Let me know if you would like to wander through the gallery together.

If you are looking to increase the customer experience skills capability of your team, I can share what we are doing in the CX Institute.