Speaking & Keynote Experience

Customer Experience Excellence // 1

D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

“It was an incredible presentation and very inspiring. I’ve had phenomenal feedback from our people.”

Richard Parker General Manager, People, Talent & Safety TVNZ

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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. Creating new value and gaining brand loyalty is achieved not by focusing on specific product features or design, but by re-imagining the broader experience of how customers use your products and services. 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.

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

Charlene Li, Founder & CEO Altimeter Group (now Prophet) and best selling author

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“The latest technology and business trends can be overwhelming, but Russell not only boils it down into actionable insights, but does so in a highly entertaining and engaging way. I was on the edge of my seat for his entire speech — and your audience will be as well.”

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

Russell is actively engaged in, and passionate about, sharing emerging trends and future predictions. ASB LIVE

Future of Banking Keynote & 4x 1.5hr Design Thinking workshops 1,200 attendees

Foodstuffs NI

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House of Travel Future of Travel Keynote 800 attendees

TVNZ

Future of Journalism Keynote 200 attendees

Boehringer Ingelheim

Spark Digital

Futurist Keynote 600 attendees // 5

D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

A range of keynote speaker engagements

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

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Russ was the Keynote speaker at the ASB Live conference as well as facilitating human centred design workshops with over 1,200 delegates. The outputs of the workshops are now driving CX2020 solution development.

Watch the Keynote

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

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A Futurist keynote followed by a design thinking workshop with execs from across the business. Russ gave a keynote presentation at this years Foodstuffs NI (owner of New World, PAK’nSAVE and Foursquare) Leaders Day followed by a design thinking for innovation workshop with over 150 delegates. D&Co subsequently synthesised the outputs and we’re working with the Foodstuffs leadership team on the development of a series of new initiatives. // 13

D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

Key slides from the keynote pre our workshop participants with

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esentation that armed h inspiring stimulus.

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

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Design thinking for innovation workshop held with over 150 delegates at the Foodstuffs NI conference. D&Co subsequently synthesised the outputs and we’re working with the Foodstuffs leadership team on the development of a // 17 series of new initiatives.

D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

Beyond his keynote presentations Russell regularly facilitates workshops from 15 - 300 attendees where he coaches key methods from D&Co’s ‘Experience Innovation System’.

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Excite

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Excite is a presentation on the subject of frictionless magic, digital, cx, emerging trends and how we respond to changing customer needs.

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Empower

Empower is a 1hr intense design thinking workshop with conference attendees to put into action some of the techniques explored in the Excite stage. Critically we will run the workshop using challenge areas for your business.

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This extends the value of keynote presentations and has resulted in successful digital, innovation and cx programmes of work being undertaken for his clients.

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Synthesise

Synthesise takes the concept posters created by attendees as part of our Empower design thinking workshop and synthesises them into higher fidelity concepts.

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Explore

Explore is a full day workshop with your team where we hone in on the key focus areas and work through the required ‘Experience’ programme. Conference outputs will be synthesised and will fuel the discussion at these workshops.

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

What people are saying about D&Co and Russell’s work.

As part of introducing the new Innovation Refinery at Z, Russ and the team at D&Co designed and facilitated the first design sprint. This included an introduction to primary design thinking methods as we co-created a vision for the Future of Loyalty. We then partnered with D&Co to go out into the field with customers to validate the desirability of key concepts where they shared evaluative research methods resulting in concepts being green lit to exit the innovation process into commercialisation in the coming months. D&Co’s fresh thinking, collaborative and flexible nature combined with their creativity and storytelling has resulted in them being engaged across multiple areas of the business.

Scott Bishop Chief Innovation Officer Z Energy

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D&Co have been a breath of fresh air to work with bringing customer-centric thinking, creativity and pace to everything they touch. We recently faced a serious business challenge across our global bakery customer base due to the continued increases in global butter prices. Russ and his team responded to the challenge with urgency, created solutions, and delivered them across Asia and Middle East within 6 weeks of our initial conversation. Working with Russ across a number of Anchor Food Professionals projects has always been collaborative, transparent and refreshing, and I would recommend D&Co to anyone who is looking for this dynamic, fresh approach to delivering great work.

Susan Cassidy GM Global Marketing Brand & Communication Anchor Food Professionals

D&Co has been a wonderful partner to work with. Their research, insight and unique approach to the development of a consistent and cohesive customer experience has proved invaluable to increasing equity and engagement for some of our leading global consumer brands.

Raf Rasile General Manager Digital Innovation Fonterra

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D&Co // Delivering Customer Experience Excellence Speaking & Keynote Experience

Biography Russell is a customer experience strategist and creative consultant. He works across the world, and has led projects for many top international brands including British Airways, O2, Channel 4, Dorling Kindersley and Radisson Blu Edwardian Hotels. A multi-award winning creative thinker, Russell has a unique blend of commercial, creative, digital and marketing skills. This has helped him establish a considerable reputation as a hands-on consultant to some of the world’s leading digital and branding agencies. Russell has been instrumental in the development of The New Zealand Story platform and the development of Air New Zealand’s latest in-flight entertainment experience. He was also responsible for developing a new brand platform for NAB and working with Australia Post’s leadership team on an internal coaching program. Russell has also 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. In recent times Russell has been working with Foodstuffs NZ on the development of their CX & Innovation Lab, customer experience (CX) strategy and a number of marketing campaigns for New World and PAK’nSAVE.

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Russell also works across Fonterra on multiple projects from global customer experience initiatives, human-centred design programmes, to brand development and digital consultancy. As part of introducing the new Innovation Refinery at Z Russell and his team designed and facilitated their first design sprint. This included an introduction to primary design thinking methods as a vision for the Future of Loyalty was co-created. This work has led to several ideas being green lit to exit the innovation process into commercialisation including the ‘Best Award’ winning Fast Lane experience which is now scaling across the business. Russell’s philosophy to all things CX is a simple one. He’s passionate about the end user and believes that humancentred design methods are essential in delivering business growth. When the customer is delighted, more often than not, revenue and brand engagement quickly follows. Russell has two general talks formats that are specifically tailored for every client using his NYC research partners and desktop research to specifically craft engaging and relevant content for your keynote engagement. •H  ow emerging digital trends will shape our world in the not too distant future. •H  ow 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. www.dandco.nz

www.russelldouglas.com

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D&Co is a new breed of creative company that is designed for the experience age. We are a collective of specialists that help transform customer experiences for the better and accelerate business success for our clients. We leverage the power of innovation, brand, human-centred design and technology to create experiences that enhance the lives of real people. We create tailored teams from our extensive collective to deliver the greatest impact for our clients. We deliver this through a networked approach to building the right team for the right task. We passionately believe that our pursuit of customer experience excellence for our clients is a critical component to delivering business growth as we enter an era where experience innovation will drive successful business transformation. www.dandco.nz

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