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Ken Hughes is now acknowledged as being one of the world’s leading authorities on consumer and shopper behavior, blending his understanding of consumer & cyber psychology, digital anthropology, behavioral economics and retail futurology to explore the needs of the new consumer and predict the changes to come.
Ken advises some of the biggest brands in the world on customer experience, omnichannel strategy, shopper marketing, retail trends, the millennial and Gen Z shopper, the impact of Artificial Intelligence and the peer-to-peer economy. As an accomplished author, TED speaker, part-time university professor and actor, his performances are not only insightful and thought-provoking, but are also infamous for their sheer energy, entertainment and passion, not to mention his generous Irish wit.
Every year, Ken shares his thought-disrupting insight with tens of thousands of delegates globally as one of the most popular keynote speakers and event emcees booked on the international conference circuit relating to the future of consumerism, digital disruption, and the employee experience.
Positive Disruption: The Blue Dot Consumer
This speech challenges any business to look at their survival and growth through the lens of the future consumer. We will look at the social and cultural forces digital has brought to humanity, and how changes in consumer expectations have forever changed the game. Today’s consumer expects a frictionless and seamless experience at every touch-point, has little tolerance for failure but will become a tribal brand fan if you get it right. Disruption is a positive force if you harness what is happening around you, but it is a destructive one if you ignore the changing nature of the game
What the FUCX? Why Your Customer Experience is Everything
The expectation of frictionless, seamless and a ‘one-click world’ has been carried from our digital experiences into the real world. We expect the system to know who we are, predict what we want and deliver. We demand brands value our custom and engage with us on a personal level.
This speech is an entertaining and informative look at the modern consumer and their expectations, how and why the bar has been set high for CX and what your brand and business should be considering. As the AI step-change bears down and adds further complexity, don’t be caught out, scratching your head, wondering why your business has lost share, muttering ‘what the FUCX’?
Host and founder of The Unmistakable Creative Podcast and author of Unmistakable: Why Only Is Better Than Best
Manager of Patient-and Family-Centered Care for The Medical University Of South Carolina Health System