Dougal Swift

Dougal Swift speaker Chief Customer Officer New Zealand

Dougal Swift

Job Title: General Manager – Membership & Brand

Company: AA NZ

In his 14 years at AA, Dougal has led AA’s brand transformation and driven record Membership growth of over 65% to 1.65 million Members.   Key initiatives in that time have included:

  • expansion of AA’s Membership proposition beyond the traditional Roadservice offering through the addition of many new Member Benefits and partnerships
  • the launch of AA Smartfuel
  • transformation of the AA brand and customer experience to appeal to a new generation of new Members
  • expansion into new business lines including the recent launches of AA Health and AA Home

Prior to joining NZAA, Dougal managed Loyalty for Air New Zealand including development of Airpoints.   Dougal was the Marketing Association’s 2017 Marketer of the Year.

Speaking at the following:

16:35 - 17:00
Case Study: How AA has leveraged a customer-value strategy to deliver record Membership growth

Despite Motoring Clubs globally struggling to retain relevance, AA has grown rapidly to now have a relationship with 3,000,000 New Zealanders. This presentation will reveal how AA’s customer value strategy is driving record Membership growth and brand transformation.