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Ken Hughes, known as The King of Customer Experience, joins Lara Schmoisman to share why connection—not product—is the ultimate differentiator in today’s AI-driven world, and how brands can design loyalty that lasts.
We'll talk about:
- Why products and services are now commodities—and why connection is your only real differentiator
- The “goldfish moment” every brand should be creating (and how to scale it)
- How Taylor Swift built one of the most loyal fandoms on earth—and what brands can learn from her playbook
- The danger of “one-night-stand marketing” and the shift from transactional to relational thinking
- Why ROI isn’t enough—and how to build with “desire to invest” instead
- Real-life stories of brands going beyond expectations to create emotional loyalty
- The perfect balance of AI and human touch in customer experience
For more information, visit Ken Hughes' LinkedIn.
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