Waimai Lo (She/Her)
Director of Client Operations, Zapnito
- Meet The Zapnito Team
- United Kingdom
About Waimai Lo
Hi, I’m Wai, Director of Client Operations at Zapnito. I help our customers to power Community-Led Growth by consulting on their community engagement strategy that drives value and ROI. I have +20 years experience helping SaaS and digital media tech business' with their customer led strategies so always open to sharing my insights on how to build and grow a thriving expert community using our tools and proven methodologies. Let’s connect!
Areas of Expertise
What are your goals for joining the Zapnito community?
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Channels contributed to:
Community ManagementRooms participated in:
Zapnito Journey Zapnito Customers Platform and Support UpdatesRecent Discussions
Client Success Spotlight - Ethical Trading Initiative Case Study!
Hello everyone,
We partnered with ETI to help them deliver a tailored community platform designed to support ETI’s mission of advancing ethical trade, while meeting the diverse needs of its members.
Through our collaboration, ETI brought together its diverse members, aligned expertise across sectors, and built a thriving community driving ethical supply chain transformation. *Special thanks to @Alan Sadler
Click [here] to read their Case Study in full!
We'd love to hear from others: what recent challenges have you had to overcome and how has your community strategy helped you to deliver on those - what worked or didn't work?
Room Thumbnails - feature enhancement
Hi everyone,
We released a piece of work on our Rooms module. You can now upload a Thumbnail Image which will be displayed on the Room Index Page and the Room Widget on the Homepage.
The specifications for this are: a minimum of 900 x 450px and have a ratio of 2:1. Supported file types: JPG, PNG, GIF. Please refer to our Support Article [here] for more information on How to create your rooms.
Please get in touch with your Customer Success Manager if you would like this enabled on your Zapnito Community or email us at support@zapnito.com.
I would love to hear your thoughts on this.
Best, Wai
Be sure to tune into this fireside chat with one of our customers!
Our CEO, Charles Thiede, recently sat down with Natalia Rivas, Marketing Manager at Xapien, to discuss their journey in building and launching a successful B2B Community with Zapnito.
In this conversation, Natalia shares her top three tips for success: adopting a content-first strategy, incentivising engagement, and securing company-wide alignment to drive long-term growth.
If you missed it, you can watch the discussion [here] - it’s well worth a watch!
How has your community successfully fostered engagement and interaction?
Hello everyone,
I shared an article on "Community Engagement: Strategies for Driving Meaningful Connections and Interaction," based on insights from a recent event with our customers.
We discussed various strategies for encouraging active participation and creating a space where members feel truly connected.
I’d love to hear from you – what strategies have worked best in driving engagement and interactions within your community? Feel free to share your experiences in this discussion.
How has your community successfully onboarded new members?
Hello everyone,
I recently shared an article on "Key Learnings on Community Onboarding: Creating a Seamless Experience", based on insights from a recent event with our customers.
We discussed effective strategies for onboarding new members and ensuring they feel engaged from day one.
I’d love to hear from you - what strategies have been most effective in your community onboarding? Share your thoughts in this discussion.
Watch our latest Customer Customer Quarterly Updates here!
Hello lovely customers,
To those of you that may have missed my earlier post with Q1 2025 Customer Quarterly Product Updates, please find it [here]. We hope that you enjoy watching the video.
Please share any comments of feedback that you have.
I'm tagging some of you that have asked about this @Laura Bineviciute @Torie Hart @Shivani Maru (née Roda) @Lucy Allen @Ella Clay @Sarah Lazell @Max Reiter @Emma Bird
@Alice Bramley-Dymond @Laura Templer @Chyara Cruz : please tag any of your clients I may have missed here :)
Did you miss this fireside chat with one of our customers?
Hello everyone,
Our CEO - Charles Thiede met with one of our lovely customers, Georgia Leybourne, CMO at Linnworks to talk about their experience with building and launching a successful, thriving Customer Community on the Zapnito Platform.
Georgia shares her insights on creating and nurturing online communities and the significant value they can provide to organisations.Linking it [here] in case you missed it - it's a really great watch :)
New Platform Release - Discussions Digest
Hello everyone,
We have just released a new digest email called 'Discussions Digest'. You can read more about it [here] in this published article.
We hope that you like it but as always would love any feedback or comments/questions that you may have.
Tagging some of our lovely customers as would love to hear your thoughts too!
@Lucy Allen @Ella Clay @Shivani Maru (née Roda) @Torie Hart @Laura Bineviciute @Max Reiter @Steven Diacono @Thirza Loffeld @Hayley-Rose Ballard @Emma Bird @Leon Prather, CTS @Lisa Matthews, CTS - AVIXA @Jodi Hughes @Claire Beard @Michael Cleghorn @Miles Rackliff @Sarah Lazell @Duncan MacRae
Experts Like Waimai Lo
Recent Comments
This is a useful help article. Thanks for sharing. One question I have is whether this also works with Zoom Meetings?
Hi @Charles Andrew Revkin we are glad this article is helpful. I stand corrected (please disregard my earlier comment). This will also work for video conference meetings also. Apologies for any confusion caused and I hope that helps.
CC @Alice Bramley-Dymond
This is great to see, and I'm looking forward to seeing it in action within our community. I was about to ask if you had activated it in the Zapnito Community, and then I noticed it was there in the sidebar menu. I look forward to testing how my choices and actions will influence the contents of the feed.
Regarding that, I noticed in your screenshot of the new feed in this article the mention of "Topics." I imagine this new feature will play a key role in shaping the content that appears in the feed. I'm therefore curious as to when we can expect to see this feature?
Thanks @Charles Andrew Revkin for your feedback. We are very excited by this release too! The screen shot is a design wireframe so what it could look like with the Topics feature integrated (in future releases). We will continue to iterate on this product release so will keep you updated as we go along. We don't have any concrete timelines to share at the moment but will certainly share more when we do.
Looping in @Alice Bramley-Dymond so that she can keep you closely updated on this too. I hope that helps!
Great to chat with you, Charles! Excited to see how The Xapien Xchange evolves. Looking forward to working with your team and connecting with others in the Zapnito community!
I really enjoyed watching this fireside chat too :)
We are equally excited to see how The Xapien Xchange evolves and grows and have very much enjoyed working with you & the team at Xapien. Looking forward to the future of our partnership with you guys!
@Laura Bineviciute @Torie Hart @Shivani Maru (née Roda)
Sorry to have missed you at our event - looping you in here :)
Glad this is helpful Torie!
Some examples of audience segmentation during the onboarding workflow include:
- role, industry specialism, customer, partners
- community advocates; key contributors (so more high touch onboarding)
- leaning on more automated workflows for scale / reach (ie. welcome campaigns)
- personalised content recommendations based on user interests
@Ella Clay what we were discussing earlier :)
@Lucy Allen So pleased you found the event & discussions really helpful. Thank you again for your valuable input. We look forward to hosting you next time and @Ella Clay we hope you can join us too :)
@Laura Bineviciute @Torie Hart @Shivani Maru (née Roda)
Sorry to have missed you at our event - looping you in here :)
@Natalia Rivas @Jasmine Brant @Jessica Denny
Thought I would share this interview with you all so that you can hear from one of our other lovely clients (Linnworks) on their experience of launching a Customer Community for the first time. I hope you find it helpful :)
CC @Chyara Cruz
@Sharon Palermo @Alyson Atwell @Mitch Speers
Hi all, I thought you would find this article helpful following our recent meeting.
If you have any further questions please let us know. CC @Chyara Cruz