This month we’re joined by Stuart Towell, Campaigns and Supporter Experience Manager at The Leprosy Mission GB, for a conversation about why inspiration at conferences so often fades when we return to the office — and how to break that cycle.

Stuart shares practical, emotive techniques for writing copy that truly connects: using sensory detail, grounding yourself in real experiences, and immersing in the lives of the people you represent to stay authentic.

We explore how The Leprosy Mission has intentionally built a culture that champions supporter experience — influencing up, across, and even inviting supporters into meetings through the “empty chair” exercise, asking: What would a supporter say about this decision?

Stuart also explains the power of having comms and fundraising in one team, with shared objectives that balance short‑term needs with long‑term supporter relationships. We discuss the bravery required to ask “Why are we doing it like this?” — and how organisations can create environments where the right questions are welcomed.

A thoughtful, practical episode on why influencing culture is the single biggest opportunity to transform supporter experience.

Links mentioned: • David presenting at the CIOF South Central Conference — 7 October• David & Tash judging the CIOF East Anglia Awards — entries close 5 November• Loyalty Day — 19 November

Meet Your Hosts

David Amos-Reeves is a customer transformation leader who brings clarity and long-term thinking to complex environments. He is known for spotting the patterns others miss and asking the questions that challenge the status quo to build purposeful, psychologically safe teams.

Natasha Evans is a CX leader and strategist with a passion for driving positive change in the charity sector. Driven by curiosity and boundless enthusiasm, Tash is a dedicated mentor who believes in the power of active listening and making incremental progress every single day.

Dave and Tash bridge the gap between big-picture strategy and high-energy execution, combining analytical depth with a human-centric approach to help leaders navigate change without losing their soul.

In this episode, we sit down with Craig Linton to explore what charities can learn from The Bear — and why becoming an “experience maker” means embracing the unreasonable, the joyful, and the meticulously crafted.

Craig shares how he uses a real‑life leaky bucket demo to help boards grasp the value of retention, and how charities can incentivise personal touches through KPIs. We dig into the evidence that personalised thanking can increase giving by up to 28%, and why the bar for thanking supporters is still surprisingly low.

A lively, practical conversation for anyone looking to elevate supporter experience from functional to unforgettable.

See if you can hear Tash's dog barking towards the end of the episode - let us know in the comments if you find it!

Meet Your Hosts

David Amos-Reeves is a customer transformation leader who brings clarity and long-term thinking to complex environments. He is known for spotting the patterns others miss and asking the questions that challenge the status quo to build purposeful, psychologically safe teams.

Natasha Evans is a CX leader and strategist with a passion for driving positive change in the charity sector. Driven by curiosity and boundless enthusiasm, Tash is a dedicated mentor who believes in the power of active listening and making incremental progress every single day.

Dave and Tash bridge the gap between big-picture strategy and high-energy execution, combining analytical depth with a human-centric approach to help leaders navigate change without losing their soul.

Following on from our awesome chat with Laura, in this tear jerker of an episode, we speak to Emily Boden, a customer experience executive at Prostate Cancer UK.

We talk about everything from the start of Emily's career, through to how her team were responsible for an additional £500,000 gift.

We have a small debate about the term "customer", talk about why spending time with customers is important, and even cover off how customer experience is "seen" within the organisation - and what the team are doing to change that.

Meet your hosts

David Amos-Reeves is a customer transformation leader who brings clarity and long-term thinking to complex environments. He is known for spotting the patterns others miss and asking the questions that challenge the status quo to build purposeful, psychologically safe teams.

Natasha Evans is a supporter experience leader and strategist with a passion for driving positive change in the charity sector. Driven by curiosity and boundless enthusiasm, Tash is a dedicated mentor and friend to the sector who believes in the power of measuring SX and taking action from insight.

Dave and Tash bridge the gap between big-picture strategy and high-energy execution, combining analytical depth with a human-centric approach to help charities to navigate change without losing their soul.