Love is a Verb: Embedding Customer Connection in a Digital World
Renowned customer experience strategist Ken Hughes lends his expertise in consumers and innovation to the most important subject of our lives: relationship and connection. Ken’s insightful and engaging style brings into play a wealth of experience unpacking some of the greatest questions facing businesses and brands today around customer experience and connection, and encourages us to meet these relationships with the same innovation, playfulness, and action-oriented approach we bring to our personal relationships.
Key learnings:
- For everything digital offers us, it also erodes the potential depth of human connection and relationship which are key to building relationships.
- Relationships are built over time and with significant effort. Brands need to re-think their KPIs and prioritize long-term relationship over short-term ‘satisfaction’ or NPS scores.
- The 10 key components of healthy happy human relationships can easily be activated along a customer journey and employee experience. This is about the humanization of experience, regardless of technology.
- Love languages are how we express and communicate that we care. In personal relationships we understand this, but in customer experience we seem to abandon the things that feel right in favor of profit or ease. Learn to live your love languages as a brand.
- If we are serious about trust, connection and authenticity (which are all strong key customer and societal values today) we need to embed them in how we do business. We need to make customers ‘feel’ something, that is how loyalty and trust are built. Emotional engagement is critical.
The Joy of CX: The Blue Dot Consumer
This speech is a dynamic analysis of modern consumer values, teaching brands and businesses how to win the race for relevance and thrive in disruptive economies around a consumer centered approach. Ken Hughes entertains and enlightens audiences with this deep dive into consumer expectations, the emerging values of our new consumer and the critical need to balance digital with human connection.
Key learnings:
- Authenticity. The New Consumer only seems to be interested in brands that are ‘real’. We need to go above and beyond what they expect to truly delight them. We need to focus on the human connection, to touch their heart and connect with them in a real way.
- Don’t communicate > Converse. We do not need to communicate. We need to converse. The consumer is now a collaborator. This generation has grown up inside the peer-to-peer economy. You don’t own your brand, they do. Learn to collaborate
- Expect the best. It needs to work first time, every time. This is a generation that has been reared on Instant. Their ‘One Click World’ informs their expectations regarding every brand and business interaction. We need to learn to deliver above expectations as a default.
The Innovation Engine: Creativity and Innovation
Self-proclaimed ‘play-ologist’ Ken Hughes invites us to look within for our unique spark of creativity in this speech adapted from his highly successful TED talk. With humor and impressive performance elements, this high-octane motivational experience challenges individuals and organizations to stimulate our creativity on a personal level, rewire perspectives and approaches, drive innovation, and maximize both our time and our possibilities.
Key Learnings:
- How habit and routine are the enemies of personal development and creativity
- Why risk and play are central constructs to personal and professional change
- How to motivate the self into bringing a A-Game every day, at work and in life
Workshops
Shopper Marketing Masterclass: Shopper centricity, retail futurology and shopper behavior
For retailers and brand owners that really want to understand shopper behavior and develop actionable shopper marketing strategies to gain incremental sales. This session applies to those working in the areas of shopper marketing, trade marketing, category management, key accounts, and consumer marketing. Topics include: The power of the shopper, the evolution of the shopper marketing and shopper centricity.
Speak like a Pro: A Masterclass in Corporate Speaking
This workshop is designed to bring an executive on a journey of discovery. From the key aspects of preparation, to the performance and the importance of story-telling, this session explores corporate speaking from every angle.
Using past visual material of famously good and bad speeches, we will explore the components of what makes a good speech, and equip delegates with the knowledge and insight they need to bring their delivery to the next level.
Other Speaking Services
Emcee
Ken’s reputation as one of the most sought-after keynote speakers is partly due to his sheer energy, charm and on-stage presence. Add relevant and bespoke content to the mix, short intelligent inter-speaker presentations all day, a powerful keynote address, significant time spent getting to know speakers before your event, gamification & interaction with the audience, and being a ‘Golden Thread’ that links the event from start to finish, you have a powerful Emcee presence.
