Supporter Experience Conference 2020
This is an online event
10.00 Chair’s opening remarks
10.10 Live panel: Finding out what supporters need right now and how to give it to them
- What are the latest insights into supporter experience?
- What tools are there to support smaller charities in understanding their donor?
- How has the relationship supporters had with charities changed?
- What can charities do to adapt to these changing behaviours?
- Predictions for the future- how will supporter behaviours change and what are you doing to adapt?
Katie Nugent, Head of Special Events and Stewardship, Unicef UK
Harriet Roberts, Head of UK Giving & Supporter Engagement, Shelterbox
Richard Spencer, Director, About Loyalty
Moderator: Giles Pegram CBE, Consultant
12.10 Live panel: Strengthening our relationships with supporters post COVID-19 lockdown
- What has changed due to COVID-19 and has remained constant?
- Where did we see moments of brilliant supporter experience during lockdown?
- How did different causes adapt to stay relevant to their supporters’ needs and what learnings can we take forward?
- We learnt that being able to adapt quickly was vital to maintaining support, how can we maintain this mindset going forward?
Patrick Browne, Head of Supporter Engagement, Above and Beyond
Julia Baxter, Head of Supporter Experience, Kent, Surrey & Sussex Air Ambulance Trust
Alison McCants, Head of Supporter Operations, Terrence Higgins Trust
14.10 Live panel: Delighting your donors through communications that inspire loyalty
- How do you create content that doesn’t rely solely on an ask?
- With donors often engaging with charities on multiple channels, how can fundraisers develop more integrated campaigns?
- How can you make a case for short-term investment to generate long-term loyalty?
- Does personalisation have to be expensive? What low-cost alternatives exist?
- What new way have you thanked your donors in the last 12 months?
Ciara Golding, Supporter Experience Manager, Friends of the Earth
Sam Butler, Head of Public Fundraising, Starlight Children's Foundation
Michelle Hancock, Head of Supporter Care and Individual Giving, St Margaret's Hospice Care
Katie Dogra, Head of Supporter Engagement, WWF-UK
16.10 Live panel: Harnessing the knowledge of supporter care teams to improve your fundraising
- Overview of initial feedback- what do supporters love and what do they hate?
- What did we learn from the increased in phone-based fundraising from lockdown?
- Do you have an example of when feedback from supporter care teams has improved a project?
- What three things must you know to please supporters when creating a new campaign?
Oliver Day, Head of Alumni & Supporter Care, UCL
17.10 Chair’s closing remarks
17.15 Conference close
Replicate the success off your peers with 6 downloadable case studies:
- Learnings from lockdown- how great supporter experience helped us weather the storm
- Affordable insight you can use tomorrow to understand your donors
- Segmenting our database and using automation to improve communication with supporters
- Implementing new supporter journeys that inspire them to keep giving
- Adapting our messaging to speak to donors’ heads and hearts
IoF Individual member
IoF Organisational member
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