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June 30th, 2020
4:30 pm - 5:30 pm EDT

Crisis-Driven Innovation



Support. Give. Adapt. Pivot.
Retail stories of social good, resilience and change using design thinking for innovation.

In this session, Russell Douglas, Founder and Principle CX Strategist of experience design consultancy D&Co, will journey through 4 inspiring stories he’s been involved with that demonstrate a new, and hopefully better, normal as New Zealand exits strict Covid-19 societal and business lockdown rules.

Ahead of these stories, Russ will share his thoughts on the key territories to focus on in a post Covid-19 world and examples of these changes in action based on what New Zealand is experiencing; Support Local, Amplify Contactless Convenience, Embrace the Nibble Effect, and Humanise the Efficiency Paradigm.

He’ll then present the 4 powerful stories:

Mobilizing the NZ business community to support SME’s — A country-wide initiative that has supported SME’s, particularly the tourism and retail sector, through these hard times. Jacinda Ardern, New Zealand’s Prime Minister recently spoke with the founder of the initiative in one of her ‘Conversations through Covid-19’ Facebook live discussions.

Using a world-first product to do good for those in need — A social good story in the retail space fueled by a recent product exiting our innovation pipeline.

Adapting the supermarket shopper experience to the new normal — New Zealand’s largest supermarket embracing a customer driven mindset to design the future of their customer experience in this new normal.

Pivoting at speed to save a business smashed by Covid-19 — A successful Deloitte Fast 50 business flattened by Covid-19 pivoting at speed to a new and growing retail enterprise from a standing start to a live MVP in 2 weeks.

What you’ll come away with:
• A different perspective and methods for driving change.
• Practical examples of innovation in times of uncertainty.
• How humankind can truly be kind.

Key reflection questions:
• What can your business learn from these stories?
• What can you do tomorrow to do good, pivot or adapt?
• How might your business change for the better as we come out into recovery?


The Speakers

Russell Douglas

Russell is Founder & Principal CX Strategist at D&Co. He is a multi-award winning customer experience strategist and creative consultant. He works across the world, and has led projects for many top international brands including Panasonic Avionics, British Airways, NAB, Australia Post, O2, Lufthansa, Dorling Kindersley and Radisson Blu Edwardian Hotels. He has spent a considerable amount of time over the past few years 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 latest in-flight entertainment experience and is behind Z’s new innovative Fastlane fly-through fueling experience and Sharetank. 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 commercialization. Russell has also been working with Foodstuffs (New Zealand’s largest supermarket co-op with 477 stores) on the development of the New World CX Strategy, customer focused marketing campaigns and the store experience.

Russell’s philosophy to all things 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 follow.

The RIW program has been developed to provide inspiration and direction to executives working in retail, at brands and their partner companies.

The Future of Retail festival has been produced by the team at Retail Innovation Week(R), a spin-off division from research and strategy think-tank PSFK.