What does it take to build a high-performing customer experience team in the charity sector – one that consistently delivers seamless, supporter-focused service while navigating internal complexity, outdated systems and siloed teams?

In this session, Supporter Experience Consultant Sarah Ferreira shares practical recommendations based on recent sector research and her experience leading transformation projects across supporter care and fundraising operations. She will explore common challenges such as fragmented processes, reactive service models and unclear ownership, and offer actionable ideas to improve team structure, accountability and experience delivery.

Whether you’re leading a team, reviewing supporter journeys or addressing operational blockers, this session will leave you with practical insights to shift from firefighting to forward planning.

Key learnings from this session:

1. A clearer understanding of what defines a customer experience team in the charity context.
2. Common challenges and structural gaps that prevent teams from delivering consistent supporter experiences.
3. Practical recommendations for strengthening ownership, alignment and long-term planning around supporter experience.