One customer, many teams: How teams across Anthony Nolan are creating a cross-organisation approach to customer experience
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Talk Details
What does it actually mean to take a customer experience approach in a charity – and what happens when you stop treating your different audiences as separate silos? This session puts that question to Donna Walker, Ivonne Rueda and Rebecca Whitwick from Anthony Nolan who have been working towards exactly that: a shared, whole-organisation approach to the audiences they interact with, across all their teams.
Through a candid panel discussion, Rebecca, Ivonne and Donna will explore what it means to call someone a “customer” in a charity context (and why that word matters), how they’ve built collaborative ways of working across functions, and what a collective approach has made possible that siloed thinking couldn’t. From personalisation to organisational culture, this is a practical, honest conversation about the realities of doing CX properly – not just in theory – what they’ve learned so far and what may come next.
Facilitated by Lesley Pinder, founder of Compass, who works exclusively with charities on supporter and customer experience strategy.
Speakers
Rebecca Whitwick
Head of Register Experience
Donna Walker
Head of Register Services
Ivonne Rueda
Senior Supporter Experience Manager
Lesley Pinder
Founder
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