Ting Lai
About Ting Lai
Ting Lai is an Experience Management Specialist at Unbounce, with a background in sales and marketing roles at various companies including IKEA and 53 Hotel Taichung.
Experience Management Specialist at Unbounce
Ting Lai works as an Experience Management Specialist at Unbounce. In this role, Ting is responsible for promoting greater customer understanding internally and implementing projects to enhance customer experiences. Since joining Unbounce in 2022, Ting has led initiatives to improve customer interactions and streamline processes. This includes revamping NPS and CES Playbooks to deliver customized customer messaging through Intercom, conducting customer journey mapping for 2023, and developing the 2023 Voice of Customer Strategy Plan. Ting also hosts monthly customer story presentations to increase company-wide understanding of customer needs.
Previous Roles and Industry Experience
Before becoming an Experience Management Specialist, Ting Lai worked in various roles, accumulating broad experience in sales, marketing, and customer onboarding. From 2021 to 2022, Ting served as an Enterprise & SMB Onboarding Specialist at Unbounce. Prior to that, from 2020 to 2021, Ting was a Sales Lead at IKEA in Vancouver. Ting also worked as a Sales Marketing Coordinator at 53 Hotel Taichung from 2017 to 2018 and completed a marketing internship at go2HR in 2017.
Education at British Columbia Institute of Technology
Ting Lai studied at the British Columbia Institute of Technology (BCIT), earning a Bachelor of Business Administration (BBA) with a focus on Business Administration and Management. Ting also completed the Marketing Management - Tourism Management Program at the BCIT School of Business. This educational background has equipped Ting with a strong foundation in business principles and marketing strategies.
Customer Experience Initiatives
Ting Lai has led several significant initiatives to improve customer experience at Unbounce. These include conducting a tooling review to consolidate customer listening posts, which resulted in a 20% reduction in year-over-year costs and an IRR of 144%. In addition, Ting developed the 2023 Voice of Customer Strategy Plan in collaboration with senior leadership, product management, and marketing teams. By enhancing customer messaging and empathy through initiatives like monthly customer story presentations, Ting has significantly contributed to Unbounce's customer-centric approach.