Technology adoption: Customer journeys and experience

User engagement

"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.


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.

National Youth Orchestra Logo
Shelter Logo
Girlguiding UK Logo

What our clients say

, Tim Foxton
Client Quote

Tim Foxton
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"

, Stuart McSkimming
Client Quote

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
Client Quote

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!"