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.