This 3 hour in-person masterclass, hosted by Jane Trenaman, is centred on organisation-wide support of the supporter experience from strategic to operational level.   The session will bring you beyond focussing merely on donor care and outline an integrated cross-functional approach for a step change in how your supporters feel in all their interactions with your organisation.  Together we’ll explore the yin and the yang of Supporter Experience, from processes and data to emotions and engagement. 

The best Supporter Experience is achieved where all levels and teams are working together - this workshop is tailored for fundraising leaders and their teams, with peers from other teams also more than welcome!  In the spirit of optimising your experience, a short pre-work questionnaire is a requirement to tailor session content for where you are on your journey.

Learning Outcomes:

Participants will come away with an enhanced understanding of supporter experience and how to drive it in their organisation, including:
· Understanding of supporter experience as a discipline and a strategy rather than mistaking it for something in the remit of the donor care team.
· Learning from common pitfalls and insight in driving plans forward with healthy cross-functional engagement.
· Tips for building a business case to optimise the supporter experience by focussing on the right metrics.
· Learn from practical exploration of the challenge and opportunity of nurturing a supporter-centric culture in their organisation.
· Teasing out the supporter journey through practical tools rooted in a strategic framework.
· Exploring the right skills set and nurturing through internal L&D and outsourcing as necessary.