Customer experience can be hugely rewarding, but it can also feel surprisingly lonely.

In this episode, Dave and Tash explore wellbeing in the charity and customer experience sectors following findings from the Charity Well survey, which revealed declining wellbeing among charity professionals and that 64% of respondents feel their workload is not achievable.

Together, they discuss what wellbeing really means, exploring the balance between mental, physical and social health, and how these challenges show up for customer experience professionals who are often influencing from the margins of an organisation.

Along the way, Tash wrestles with a critical life question: to rave or not to rave?

The conversation covers practical ways to protect and improve wellbeing, including insights from The 5am Club, where Tash shares how she adapted the 20/20/20 principle into bite-sized lunchtime activities that support her energy and focus throughout the day.

Dave and Tash also explore why managing your energy can often be more important than managing your time, discussing how understanding your own rhythms and working when you are at your best can improve productivity, influence and impact.

Other topics include:

• The Pomodoro Technique and balancing focus with rewards
• The isolation that can come with working from home
• Building meaningful connections through professional networks
• Lessons from Atomic Habits and using friction to protect your boundaries
• Why great customer experiences start with looking after yourself first
• Whether dishes should be washed immediately after dinner or left until later
• An important debate about the pronunciation of Pollock
• Watermelon-related observations that probably won't change your life, but might make you smile

And, as is becoming routine, there's a little bonus from Tash at the end of the episode.

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.

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.