Customer Experience & Engagement Summit

Where experience comes to thrive

Event Details

Kieran Turner

Head of Customer


Kieran is the Head of Customer at Z Energy. Kieran has held a number of senior customer roles across a range of sectors both public and private, including the NZTA, Air NZ and BNZ. Kieran started out in corporate strategy and analysis and is passionate about how organisations can be truly customer obsessed and demonstrate the value that this creates. “Many organisations still see CX strategies as something soft or hard to measure and struggle to align their investment here with there traditional business models or what has worked for them in the past. This does not have to be the case as a good CX strategy should be underpinned by a robust measurement framework that shows how value is created at a customer level across the entire organisation”.

Kris Nygren

Partner - Digital and Customer Leader


Russell Douglas

Founder and Principal Strategist


Russell is a CX 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. Russell was instrumental in the development of The New Zealand Story platform and the development of Air New Zealand’s 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 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. In recent times Russell has been working with Foodstuffs NZ on the development of New World’s CX ‘Moments that Matter’ strategy and a number of human-centred design initiatives for New World and PAK’nSAVE. 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. 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!
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