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Leading customer experience strategist and creative consultant


Russell's philosophy centres around delivering customer experience excellence using human-centred design methods, believing that by prioritising the end user, businesses can drive sustainable and enduring growth. When the customer is delighted, more often than not, revenue and brand engagement quickly follow as he has proven time and again.

Russell is the founder and principal strategist at D&Co - an experience design consultancy that leverages the power of brand, customer experience, innovation, human-centred design, technology and expert management to create a more connected experience between brands, and the human beings who interact with them.

He is a highly acclaimed brand, customer experience and innovation consultant. He has spearheaded projects for prestigious international brands such as Panasonic Avionics, British Airways, O2, NAB, Australia Post, Dorling Kindersley, and The Mayfair Hotel among others.

Closer to home Russell has a strong track record in developing innovative solutions, such as Air New Zealand's in-flight entertainment experience, Z's Fastlane zip-through fuelling experience (now Pay by Plate) and ShareTank as well as We.EV - a series of EV product offerings to help EDB's with their multi-million dollar electrification challenge.

Russell is also responsible for developing CX Strategies for some of New Zealand’s leading organisations including New World, Mitre 10, Southern Cross Health Insurance, and Z Energy to name a few.

Current work:
In today’s highly competitive marketplace, and with disruption hitting every industry, delivering customer experience excellence is one of the surest ways to drive differentiation and growth.

The world as we know it has changed beyond recognition. And with it, traditional ways of thinking have quickly become fossilised. The new landscape is one of tangible experiences. A place where people emotionally respond to brands in ways that are invisible, relevant, and magical.

Russell regularly shares his thoughts on this thinking, digital disruption, what the future holds and how businesses can embrace change and fresh thinking to reinvent themselves and deliver customer experience excellence.

Russell has spoken at a number of international conferences for the likes of ASB, Spark Digital, Mitre 10, Foodstuffs, House of Travel, OfficeMax, The Marketing Association, EMA, FMG, Boehringer-Ingelheim, ABB, Bupa, ALGIM, TVNZ and PSFK in New York to name a few.

Talking Points

How We Should be Striving to Deliver ‘Frictionless Magic’ for Our Customers as We Enter a Time Where Customers Expect Far More From the Brands They Engage With.

How Emerging Digital Trends Will Shape our World in the Not Too Distant Future.

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