Russell Douglas

Founder & Principal Strategist - D&Co

Russell is a multi-award winning customer experience strategist and creative consultant and has been helping clients bring their brands to life for the past 20 years using design led thinking to re-imagine the 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, PAK’nSAVE, Loyalty NZ, Meridian Energy, Radisson Blu Edwardian Hotels, NAB, Australia Post and Fonterra.

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. 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 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.

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 follows. 

Russell is also a regular international keynote speaker and design thinking facilitator. 

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!