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Articles and insights on customer experience, product strategy, and the work behind meaningful change.

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Donor Journey 2025: Why donor experience is more important than ever

A refreshed map of how Australians discover, research, give to, and stay with charities, and what's changed since our 2015 version. The headline: giving is flat, so donor experience and retention are now the real levers for growth.

Saiful Nasir3 June 2026
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customer experienceproductproduct managementstrategyuser research

How CX teams can supercharge your product roadmap

Are your excellent customer experience insights gathering dust? Those NPS results not getting actioned? Not sure how your sentiment analysis is moving the needle in improving product and service offering? It is a major issue with the CX function: it may have owned capturing customer sentiment, but none of the delivery accountability to make insights into reality (unless it is supporting the customer). This guide reveals practical, actionable ways proactive CX teams can move beyond just "support" to become indispensable partners in Product Management. Learn how to transition from reactive problem-solvers to strategic asset owners for measurable user success. It is not just representing the customer at the start, but all the way through the product development process.

Saiful Nasir11 June
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