September 4 & 5 – The Experience Economy

PwC Herald Talks – The Experience Economy

Taking a fresh approach to customer engagement

Wellington – 4th Sep (Shed 6)

Auckland – 5th Sep (SKYCITY)


Customers today expect fast, convenient, personalised and consistent brand experiences. For your business to succeed and cut through increasing competition and digital noise, customer engagement must be at the forefront of your strategy. A great experience leads to growth in sales, brand and loyalty. Welcome to tomorrow’s economy!

Tickets include a stand-up networking breakfast, barista coffee and the opportunity to network with like-minded business professionals.


Event Format

7:00am Registration & stand-up networking breakfast with barista coffee
7:35am MC Welcome (Simon Dallow)
7:40am Keynote Speaker
8:00am Panel Discussion
8:30am Q&A
8:45am MC Wrap Up
9:00am End


Book a corporate bundle and save:

Pay as little as $62 per ticket by purchasing a discounted corporate package:
3 tickets for $216 – save $51
5 tickets for $335 – save $110
10 tickets for $620 – save $270


Tickets on sale NOW

More speakers to be announced – watch this space!


Caroline Rainsford – Country Director, Google New Zealand


Caroline is the Country Director for Google New Zealand where she is responsible for driving Google’s overall business operation and is focused on helping NZ businesses grow and transform in the digital age. Prior to joining Google, Caroline served as Marketing and Product Director for Latitude NZ (previously GE Capital) as well as Brand Director for their broader AU/NZ region. Before her return to New Zealand in 2013, Caroline worked for Philips Royal Electronics across the Middle East, Turkey and Africa. When she’s not helping customers, Caroline spends her time with her husband chasing two young children around the parks and beaches of Auckland. She also loves tennis and is an enthusiastic skier.


Gareth Parry – Partner, PwC New Zealand


Gareth brings arm waving, visualisation, strategic thinking, relentless enthusiasm, and an unwavering focus on great user experiences to PwC digital’s clients. He’s a firm believer that organisations differentiate themselves by the experience they offer employees and customers — and the only way to improve those experiences is through human-centred design.

Gareth has spent his working life in the broader design community. He started with a bachelor’s degree in architecture and has since been a graphic designer, consultant, account director, manager, Chief Infographer, CEO, and chair of a district cricket association.

Gareth works with organisations to understand problems, uncover opportunities, shape strategies, and implement solutions that deliver useful, usable, delightful experiences. His leadership, visual communication, facilitation, and design-thinking skills help project teams deliver meaningful outcomes for their organisations and customers. He is also a design coach with Better by Design and the Auckland Co-Design Lab.

Lisa Casagranda – Director, Better for Business, Ministry of Business, Innovation & Employment


Lisa has a Masters of Marketing Management with distinction from Victoria University, and started her consulting career at KPMG Consulting. She specialises in customer-centred channel strategy and design, and has worked across a broad range of private and public sector organisations, helping them realise value through aligning service channels, processes and business outcomes with customer needs.

Lisa is an entrepreneur at heart. Having started three businesses, she was awarded Her Business Wellington Businesswoman of the Year in 2009. In 2015, Lisa joined the public sector helping WorkSafe adopt a customer-centred approach to implementing the new Health and Safety at Work Act. Lisa joined MBIE in October 2017, and leads Better for Business – a 10 agency initiative committed to improving the business customer experience with government. Better for Business is about understanding the needs of NZ’s businesses and helping government deliver services in better and smarter ways.

Dr Marilyn Giroux – Senior Lecturer, AUT 


Combining her graduate studies in marketing and her professional experience, Dr Marilyn Giroux is interested in how consumers’ identities influence the development of brand relationships. The emphasis of this research is to examine how brands can influence and strengthen their connections with consumers. Marilyn is particularly interested in the impact of relationship norms and ambivalent emotions in the development of brand relationships. In addition, her other research projects examine sponsorship effectiveness, consumers’ empowerment, retailing, sustainability and the creation and management of human brands. Prior to her academic career, Marilyn had experience in brand management, sales management and sponsorships within the sports marketing industry.

Kris Nygren – Partner, PwC New Zealand


Kris is obsessed with the value of the human experience in our digital-physical lives and in all his time has never met a whiteboard he didn’t agree with. His deep desire to understand the customer underpins his role as Digital & Customer Leader at PwC.
Kris joined PwC as part of the acquisition of Optimal Experience and for the past 15 years has held leadership roles within the digital and innovation landscape working with clients from around the globe.
He believes that he is creating a better future by the work he does and has been ultimately responsible for delivering over 300 human-centred digital and service design projects. Kris is hands-on and actively supports the start-up and tech communities as an investor; he’s Executive in Residence at The Icehouse, and a judge on the HiTech Awards panel.

Colleen Ryan – Head of Strategy, TRA 


Colleen Ryan is the experienced Head of Strategy at TRA. Founder of UK agency TRBI, a pioneering international research and planning agency, where she championed the implementation of insights to guide creative and innovative strategies for clients. Latterly as Head of Strategy for TRA, Colleen continues to incorporate advancements in knowledge into insights practice and activation.