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.

We'd absolutely love it if you would give us a follow or share this podcast with your peers.

In this episode we welcome the lovely Laura Lombaert, a vastly experienced CX leader who has worked for some of the nations most loved brands. She shares her wisdom about empathy, relationship repair, breaking free from our language, and AI.

A must listen if you have a customer facing team managing inbound enquiries.

We talk about the Human Experience Advantage , and the Human Library in this podcast.

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.

We continue our conversation with Lou Barton, exploring more of what sits behind the four values of supporters and learning from commercial titans like AO.com.

Mindthe Engagement Gap: How to deliver experiences that deepen the charitysupporter relationship | manifesto

We tap into the absolute WEALTH of knowledge that is LouBarton, drilling into some of the findings in the Manifesto whitepaper on their research into the engagement gap between charities and their supporters. Over99% of people DON’T respond… why?!

Mind the Engagement Gap: How to deliver experiences that deepen the charity supporter relationship | manifesto

We sat and we chatted of gaps and of goals,

Of how charities capture our hearts and our souls.

With white papers, data, and insights to share,

On why ninety-nine percent just isn't there.

From motivations to boundaries, the "four values" were key,

(And showing the impact of where funds should be).

Though eighty-eight percent claim that "Experience is King,"

The budget for CX is a whole different thing.

We detoured through gifting, the good and the bad,

From anniversary verses (the best gift you’ve had!)

To the Secret Santas that missed by a mile,

Like a packet of sausages... served with a smile.

So thank you, Lou Barton, for sharing the light,

On making the journey of giving feel right.

It was conversational, breezy, and great,

May your engagement gaps all be filled by the airing date!

Hope you'll listen in!

In this episode, Tash and Dave chat about where supporter/customer experience strategy sits within an organisation and why it matters. Hear about examples from much loved high street brand Timpson's, Domino's pizzas transformation, and how Disney's customer strategy anchors around a feeling they want their customers to experience.

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.