Russell Douglas
Founder & Principal Strategist at D&Co | CX Advisory Board Member | International Keynote Speaker | CX Coach
Russell is a multi-award winning brand and customer experience strategist and creative consultant who has been helping clients bring their brands to life for the past 25 years using design led thinking to re-imagine the brand and customer experience.
He works across the world, and has led projects for many top international brands including British Airways, O2, Air New Zealand, Z Energy, New World, Mitre 10, Southern Cross, PAK’nSAVE, Loyalty NZ, Meridian Energy, Radisson Blu Edwardian Hotels, NAB, Australia Post and Fonterra.
He has spent a considerable amount of time in North America helping IDAIR (a Panasonic Avionics and Lufthansa joint venture). This project involved developing an entirely new product suite for their VVIP in-flight entertainment clients ranging from heads of state and royalty to billionaires – perhaps one of the toughest customer segments in the world.
Closer to home Russell was instrumental in the development of Air New Zealand’s in-flight entertainment experience and is behind Z’s innovative ‘ShareTank’ world first and ‘Fastlane’ the fly-through fuelling experience. He and his team used primary design thinking methods to design a vision for the Future of Loyalty which has led to several ideas being green lit to exit the innovation process into commercialisation. Russell and his team at D&Co have also been working closely with Foodstuffs NZ on the development of the New World ‘Moments that Matter’ CX Strategy and customer focused marketing campaigns as well as service design for PAK’nSAVE. The team have also completed work on Mitre 10’s CX Strategy and Southern Cross’ CX Strategy and innovation design sprints.
Russell’s philosophy to all things Brand and CX is a simple one. He’s passionate about the end user and believes that human-centred design methods are essential in delivering business growth. When the customer is delighted, more often than not, revenue and brand engagement quickly follows. Russell is also a regular international keynote speaker and design thinking facilitator. Find out more here.
Outside of D&Co Russ is addicted to kitesurfing and if the wind is up and the tide is right there may be some gaps in his responses to your calls and emails!