Wildlife Trust – customer journey mapping


The Wildlife Trust, dedicated to conserving and protecting wildlife habitats and species, recognised the importance of leveraging digital tools and automation to enhance customer experience and engagement. With a mission to inspire, educate, and mobilise supporters, the Wildlife Trust aimed to utilise technology to streamline communication, personalise interactions, and drive meaningful conservation efforts.


  1. Improve customer experience by providing personalised and relevant content.
  2. Increase engagement with supporters through targeted communication and interactive initiatives.
  3. Streamline planning processes through automation to focus on conservation efforts.


Digital Engagement Platforms:

  • Adopted a comprehensive digital engagement platform to centralise communication channels, including website, social media, and email marketing.
  • Integrated customer relationship management (CRM) software to capture and analyse supporter data for personalised interactions.

Personalised Content Creation:

  • Utilised data analytics and segmentation techniques to tailor content based on supporter interests, preferences, and engagement history.
  • Developed engaging content, including videos, infographics, and interactive maps, to educate and inspire supporters about wildlife conservation efforts.

Email Automation:

  • Implemented email automation workflows to deliver targeted messages at key touchpoints along the supporter journey.
  • Automated email responses for inquiries, event registrations, and donation acknowledgments to provide timely and personalized communication.


Enhanced Customer Experience:

  • Personalised content and targeted communication initiatives resulted in improved engagement and satisfaction among supporters.
  • Tailored messaging and relevant content resonated with supporters, driving increased participation in conservation activities and events.

Increased Engagement and Participation:

  • Automated email campaigns and interactive initiatives facilitated ongoing engagement with supporters, resulting in higher attendance rates at events and increased volunteer participation.
  • Real-time feedback mechanisms enabled the Wildlife Trust to gauge supporter sentiment and adapt strategies to better meet their needs and expectations.

Streamlined Planning Processes:

  • Automation of administrative tasks and event planning processes freed up valuable time and resources, allowing staff to focus on conservation efforts and strategic initiatives.
  • Centralised data management and reporting tools provided insights into supporter behaviour, preferences, and engagement metrics, informing future planning and decision-making.

Measurable Impact:

  • The Wildlife Trust observed tangible improvements in supporter retention, event attendance, and online engagement metrics following the implementation of digital tools and automation strategies.
  • Enhanced tracking and reporting capabilities enabled the organisation to measure the impact of its conservation efforts and communicate successes effectively to supporters and stakeholders.

By embracing digital tools and automation, the Wildlife Trust successfully transformed its approach to customer experience, engagement, and planning. Through personalised communication, targeted outreach, and streamlined processes, the organisation strengthened its connection with supporters, mobilised collective action for wildlife conservation, and positioned itself as a leader in the environmental conservation movement. Moving forward, the Wildlife Trust remains committed to leveraging technology to drive positive change and inspire stewardship of the natural world.


Registered office: 1968 LIMITED | SUITE A | 82 James Carter Road | Mildenhall | Suffolk | IP28 7DE | Registered in England 07242758