Wai Au
Your personal guide to advancing & scaling your customer success & customer experience teams to the next level whether you are just starting out, been at it for awhile or have mastered it. Grow your team to world-class!
About
Wai Au, MBA
Wai began his career as a DNA Medical Researcher at the Toronto General Hospital and Wellesley/St. Michael’s Hospital in Canada. His thirst for knowledge and tenacity to dig into the details combined with the gift of seeing patterns that no others can see, helped to shape his career for decades to come. His collaborative work on medical microbiology can be found in medical journal publications.
After medical research, Wai has had a successful and illustrious career spanning two decades as a B2C and B2B marketing leader with Bayer Consumer Health, Novartis, Eastman Kodak and Sage Software in both Canada and the United States. Always listening to customers and truly understanding fact versus fiction in marketing research laid the foundation for a new career path.
When the Customer Experience function was in its mere infancy in 2010, Wai was given the opportunity to pivot his career from marketing to customer experience. Over the next 10 years, he honed his skills and craft as he created a best in class customer experience practice at Sage Software in North America. The successful transformation that occurred in North America led to the roll out of the Customer Experience practice in over a dozen countries around the world.
In his role as VP of Consumer Experience & Innovation at Benefitfocus, a benefits technology organization, he took on the thought leadership role of triangulating employee, customer and consumer experiences within the customer experience ecosystem. Responsible for customer support, customer success and customer experience in his next leadership role as VP Customer Excellence at Dwolla, a payments start-up, demonstrated his scaling expertise and generating both great customer outcomes and customer experiences.
Wai’s Customers Experience & Customer Success skills and accomplishments have been recognized by renowned CX & CS organizations for well over a decade.
Bringing Unique Set of Skills
Medical Research
Uncover the minute details. Know what is relevant. Identify patterns. Make the most complex concepts simple to understand.
Marketing
Always listen to your customers. Understand where and how research data sources are originated. Never be data heavy and action none.
Customer Success & Customer Experience
Know who internally is resisting your CX movement and know what to do about it. Who do you need to work with and what do you need to do to achieve a CX transformation.
Industry Awards & Recognition
Forrester Research 2020:
Wai’s CX skills were highlighted in Forrester Research’s published article, “How to Succeed As A CX Professional”.Medallia 2018:
Wai’s CX team which he had the pleasure of leading, won the customer experience award for the “Activate Every Employee Category”.Temkin CX Excellence 2017:
Wai and his team won the award for improving customer experience in a sustainable manner.
CXPA 2013:
Wai’s team won the CXPA Innovation Award for leveraging CX tools which were built into the product.
