Technology adoption: Customer journeys and experience
"Craft exceptional experiences for your audience, mapping and enhancing customer journeys to build lasting connections, loyalty, and positive engagement with your organisation."
In today’s digital world - where fundraisers, supporters, members, volunteers and service users increasingly engage and interact online, via social media, or using their smartphone – understanding your various audiences, and what they need and expect from you, is more vital than ever if you’re going to be able to engage with them effectively.
This thinking – sometimes framed as ‘Outside-In’ with a focus on the ‘Customer Experience’ – has profound implications for the technology solutions that non-profits adopt, for how an organisation readies itself to be able to engage with these various ‘audience groups’, and the skills and approaches needed to ensure we have access to the data that is needed to inform our missions and engage with our stakeholders.
Why Adapta
This is where Adapa fits in – translating this into a real-world action plan – helping you ‘make digital real’ to truly be able to engage with your various audience groups using modern techniques that can evolve as their needs change. Our approach – blending a modern ‘digital-first’ mindset with an appreciation of the challenges associated with digital transformation and the limitations of legacy business applications – can help you deliver meaningful projects that make a difference to how you engage with all of your stakeholders.
Clients
We have helped many charities, membership organisations and other non-profit organisations with their Customer journeys and experience projects. Below are examples of just a few of the organisations we have worked with.
What our clients say
Stuart McSkimming
Former CIO/CTO, Shelter UK
"Adapta provided expert independent consultancy to Shelter, helping us to choose a new Supporter CRM. Their knowledge of the subject is invaluable, and this gave Shelter the assistance and reassurance it needed to make a good procurement decision."
Denise King
Former Chief Executive, Girlguiding UK
"We have been served excellently by the team in our membership systems project. We remain highly satisfied customers!"
Our experts
Keith Collins
Principal Consultant
07842 738915
Email
Keith specialises in helping organisations identify, select, adopt and use technology to improve their relationships with all stakeholders. With some clients, this may involve helping identify and select...
Louis
User Insight and Innovation Associate
Louis is an Innovation Strategist with a passion for navigating complexity and driving tangible outcomes He brings over a decade of experience in the non-profit sector, working at organisations such as Great Ormond Street Hospital Children's Charity, Samaritans...
Sian
Digital Marketing Associate
With a passion for driving business growth and fostering strategic success, Sian is a seasoned professional renowned for strategic planning and marketing strategy, and has a particular passion for data, systems and numbers. Over 15 years, Sian has collaborated with a...
Suzy
Change Delivery Associate
Suzy is a supportive, reliable, innovative and versatile project management and change management professional with strategic and operational experience in both private and not-for-profit sectors. She has worked with not-for-profit organisations for 15 years and...
Keith Collins
Principal Consultant
"Having worked with non-profit organisations of every conceivable type - and in a number of different countries - since I started in the sector in 1992, I always find something about a client that makes working with them rewarding. Naturally, working with clients to use my experience and knowledge to help them improve is always a good feeling. However, beyond that there is always something else with any organisation that is appealing, either on an intellectual or an emotional level. Sometimes that may of course be a personal connection to the field of work that they are operating in – but sometimes it may be more of an intellectual challenge, grappling with what makes them unique in terms of complexities and needs."
Keith specialises in helping organisations identify, select, adopt and use technology to improve their relationships with all stakeholders. With some clients, this may involve helping identify and select technology solutions to support a new organisational strategy - for others, incremental improvements and new options within the tools that they already have. With experience from every perspective – as a non-profit client, as a supplier of specific technology solutions, and as an independent consultant – Keith can help non-profits ensure that their technology decisions fit organisational strategy, and that the 'softer' side of these initiatives – cultural fit, change management, stakeholder needs – are also factored in. Since 1992, Keith has worked within a number of roles in the non-profit sector. At Christian Aid, Keith oversaw the implementation of a new CRM solution, before moving to Sue Ryder Care to undertake a similar project and to set up their first Supporter Services team, including new business processes to support Gift Aid, Direct Debits and an internal IT helpdesk. Keith then moved to the supplier side, working at Blackbaud Europe to help non-profits implement The Raiser's Edge, The Information Edge and NetSolutions. With a desire to move into independent consulting, Keith then established the technology consulting division within Purple Vision, developing and delivering consultancy offerings including CRM selection, strategic technology reviews, and business process improvement. Following Purple Vision's re-positioning as a Salesforce.org partner, Keith then worked to develop and deliver consultancy and implementation solutions within the Salesforce platform, including engagements with customers and projects across Europe – with a particular focus on German-speaking countries. In the summer of 2017, Keith decided to move back into a more independent consulting role as a Senior Consultant with Adapta, since when he has worked with clients including Shelterbox, Islamic Relief UK, the British Horse Society, the National Children's Bureau, Scope and The Pony Club, on projects as varied as holistic reviews of the IT function; training and advice on GDPR compliance, and the specification and selection of new CRM systems. Credentials and Qualifications Keith is a qualified PRINCE2 project manager, and in his spare time is a volunteer football coach and manager for St Albans City Youth FC.
Louis
User Insight and Innovation Associate
Louis is an Innovation Strategist with a passion for navigating complexity and driving tangible outcomes He brings over a decade of experience in the non-profit sector, working at organisations such as Great Ormond Street Hospital Children's Charity, Samaritans, British Heart Foundation, and Prostate Cancer UK. Throughout his 11-year journey, Louis has honed his expertise in insight-led innovation and thrives on identifying opportunities which unlock growth. One of the skills he’s developed along the way is designing and delivering impactful workshops which empower teams to solve problems and make informed decisions. Louis is renowned for his ability to translate intricate challenges into actionable strategies, guiding teams toward sustainable solutions. Leveraging his deep understanding of the non-profit landscape, he has spearheaded numerous initiatives that have made a huge impact. A big advocate for collaborative working, Louis prioritises harnessing the knowledge of individuals within the organisation and utilises a wide-range of tools from Design Thinking, Agile and Service Design to improve collaboration. His commitment to delivering exceptional results has been evidenced by his track record of success in innovating fundraising products.
Sian
Digital Marketing Associate
With a passion for driving business growth and fostering strategic success, Sian is a seasoned professional renowned for strategic planning and marketing strategy, and has a particular passion for data, systems and numbers. Over 15 years, Sian has collaborated with a diverse range of businesses, from start-ups to established organisations, delivering transformative strategies and actionable plans that drive business development and growth. Sian has a proven track record of implementing business growth strategies, launching successful marketing projects and orchestrating performance turnarounds in a multitude of industries including not-for-profit, finance, healthcare, trades and automotive. Sian possesses an acute ability to leverage stakeholder knowledge bridge with her gained experience and exposure to craft tailored strategies that capitalise on opportunities and mitigate risks. With a particular talent for developing strong client relationships, and bringing experience with building high-performing teams and innovative problem-solving, Sian combines an analytical approach with a keen eye for detail, consistently delivering results that exceed expectations. Among her notable achievements, in 2023 alone Sian has spearheaded 9 start-up strategies, complying with Seed Enterprise Investment Scheme (SEIS) requirements that have garnered more than £1.5M in external investment to help small businesses start their growth and development journey. Translating complex visions into actionable plans, navigating challenges, and steering businesses toward sustainable success, Sian has an unwavering commitment to excellence and a collaborative approach. Alongside consulting and coaching, Sian is a mentor on the UK Government’s ‘Help to Grow’ programme, whilst being an associated member of the Chartered Institute of Marketing and the Association of Business Mentors.
Suzy
Change Delivery Associate
Suzy is a supportive, reliable, innovative and versatile project management and change management professional with strategic and operational experience in both private and not-for-profit sectors. She has worked with not-for-profit organisations for 15 years and in project management for over 20 years. Suzy’s specialties include project and change management, mentoring and coaching, business analysis, workshop facilitation, influencing and stakeholder management, system implementation, team management, communication, risk management, strategic planning, agile development, lean thinking, training, material development, and translating IT terminology into accessible language. Suzy started her career in the charity sector with the British Red Cross International Division to successfully manage a complex change programme to provide an efficient, accessible and effective way to manage the division’s information and support the project cycle methodology. This led to working for a Swedish IT consulting company to expand on what we’d developed, and deliver a streamlined efficient programme and information management system to many not-for-profit organisations facing similar challenges. Suzy has extensive experience of International not-for-profit organisations, having worked with a wide range of clients to provide robust, accessible and intuitive solutions. These included organisations such as UK based World Vision UK and ActionAid International; North American based Heifer International, Mennonite Central Committee (MCC) and Canadian Red Cross; Swiss based Solidar Suisse and Swiss Red Cross, and Australia based Australian Red Cross and Oxfam Australia. Suzy continues to leverage her skills and experience to make a positive impact in the not-for-profit sector. She remains committed to helping organisations thrive through coaching and mentoring, driving innovation and fostering a culture of collaboration and supported improvement.
Tim Foxon
Finance and Operations Director, NYO
“Adapta’s real added value was in how they helped us understand how we could evolve to use data, digital and technology to support both our strategic objectives and the needs of our various audiences. We now have a focused plan of action, informed by their expert knowledge of the technology and partner landscape"