1. About the Customer
The University of Texas at El Paso (UTEP) is a top-tier research university committed to access, excellence, and impact. Within its Office of Institutional Advancement, the university’s integrated engagement and development teams—led by Annie Quade, Associate Vice President of Strategy and Engagement, and Lori Cook, Associate Vice President for Development—are redefining what professional growth, team culture, and fundraiser readiness look like in higher education advancement.
Their shared mission is clear: to build a culture that balances high performance with empathy and psychological safety—where fundraisers feel supported, confident, and connected to the mission behind every conversation.
2. The Challenge
The advancement landscape is rapidly changing.
Retention, both for staff and donors, remains one of the biggest strategic levers for fundraising teams. Yet high turnover, burnout, and shrinking budgets have made it harder for institutions to invest in consistent professional development.
At UTEP, Annie and Lori saw several challenges that mirrored those across the industry:
- Retention and onboarding gaps: When fundraisers leave, institutions not only face the $163,000 average cost of replacement—but also risk losing millions in donor relationships mid-campaign.
- Uneven coaching opportunities: Professional development often happened in one-off retreats or sporadic training sessions that didn’t translate into sustained behavior change.
- Limited manager bandwidth: While leadership was committed to staff growth, managers were stretched thin balancing their own donor portfolios with the needs of their teams.
- Confidence under pressure: New fundraisers—especially those from diverse backgrounds or entering advancement for the first time—needed a way to safely practice conversations without the high stakes of real donor meetings.
3. How Practivated Helps
UTEP turned to Practivated, the first AI-powered donor conversation simulator designed specifically for fundraising teams, to integrate consistent, scalable, and psychologically safe coaching into their daily workflow.
Using Practivated’s donor conversation simulations and AI fundraising coach, UTEP’s development officers can now:
- Practice donor conversations anytime, without pressure. Whether it’s handling objections, re-engaging lapsed donors, or preparing for a major ask, fundraisers rehearse in a no-risk environment.
- Receive real-time feedback and coaching. Tivy offers personalized, constructive guidance on empathy, listening, tone, and donor alignment—reinforcing confidence with every session.
- Track growth and performance trends. Managers like Lori gain visibility into aggregate skill development, such as how well the team transitions conversations to giving or listens actively to donor cues—all without breaching individual privacy.
- Integrate practice into onboarding and development. New fundraisers are encouraged to block 30 minutes a week to use Practivated as part of their ramp-up, ensuring that “practice” becomes a consistent part of professional growth, not an occasional retreat exercise.
4. The Impact at UTEP
The results have been remarkable—both in culture and performance.
Faster Onboarding & Higher Output
UTEP compared one leadership annual giving officer onboarded before Practivated to two onboarded after its implementation. The result: a 280% increase in donor outreach and engagement within their first 30 days of a new fiscal year.
Improved Confidence and Reduced Stress
Fundraisers report feeling more confident walking into donor conversations after practicing with Tivy. Mistakes now happen in a safe space rather than in front of donors—creating psychological safety and accelerating growth.
Empowered Managers
For Lori, the biggest shift has been relief. “I used to feel guilty that I couldn’t give everyone as much coaching time as they wanted,” she shared. “Now my team can get instant feedback whenever they need it. That’s changed everything.”
Culture of Continuous Growth
Annie noted a broader organizational benefit: “Having a tool like this allows us to provide growth opportunities at scale. It’s personalized, continuous, and reinforces the culture of learning we’re trying to build.”
Bias-Free Feedback & Equity in Development
By offering AI-powered feedback, UTEP also ensures that coaching feels consistent, equitable, and objective—helping fundraisers from all backgrounds grow confidently without fear of judgment.
Conclusion
By integrating Practivated into their advancement ecosystem, UTEP has built a model for modern fundraiser development—one that bridges human connection with scalable coaching.
Annie Quade shared, “It’s the first time we’ve been able to provide personalized growth opportunities for every fundraiser, not just a few. Practivated helps us build confidence one conversation at a time.”
