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CX for Charities: 3 ways to deliver better supporter experiences
Supporters’ expectations are changing and the bar for digital experiences is higher than ever. In the face of this challenge, deciding which element of the experience to focus on improving can sometimes be overwhelming for charities, especially when resources are limited.

In this session we’ll discuss what we believe are the three areas charities should prioritise to succeed on the CX battleground. Whilst there will be a focus on the digital domain, the concepts to be discussed extend across all channels of engagement.

Focus is generally driven by business objectives, with stakeholders responsible for delivering against these frequently making decisions in silo. Data is often collected without its true potential being realised. The same can be said for technology solutions, which are procured with immense feature lists, many of which are never used. All of this is frequently done without adequate consideration of what really matters to the most important user – the donor, fundraiser or supporter.

• Learn how to use customer journey mapping to understand supporter needs and make improvements to key journeys.
• Understand what can (and should) be measured, and how to use this data to improve your fundraising activities.
• Understand how prioritising inclusivity and accessibility can expand your charity's reach and deliver the best experience for supporters.

The session will run from 09:30-10:30.


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David Spector
Head of Digital Services @Trillium
Over the course of two decades of driving the successful adoption of digital across multiple sectors, including membership, recruitment, education, not for profit and retail, David has imparted his knowledge and strategic advice to many of the most recognisable brands in the world. He uniquely blends commercial awareness with technical knowhow, and loves nothing more than getting under the skin of what really matters, which is ultimately the satisfaction of the user.
Alan Perestrello
Co-Founder and Director @Trillium
Alan is dedicated to putting people and strategy before technology. He believes that the success of any technical project is dependent on this approach. He combines his expertise in the membership and charity sector with decades of IT management to support organisations create a digital mindset and deliver meaningful innovation.