CCMA Keynote Address 2020 - Ken Hughes - THE JOY OF CX: Why Your Customer Experience is Everything

Date: 30/09/2020

Venue: Webinar 11 a.m.

Our industry keynote has now concluded & is available to members only. Please see link in the right hand column to access.

CCMA are hosting a 90 minute industry catch up for members, we are delighted that Ken Hughes international keynote speaker on consumer behaviour will address CCMA members. After the address a panel of senior industry executives including Roger Clancy VP Operations TELUS International Ireland, Annette Hickey VP EMEA Customer Solutions PayPal and Michael McCarthy VP Customer Virgin Media Ireland will discuss the challenges facing our industry sector and their plans going forward. The event will be MC'd by Eoghan Tomas McDermott Managing Director of the Communications Clinic. The charge per attendee will be €30. Discounts are available for company and group bookings please contact for futher details.

Optimising your Customer Experience has never been so critical. In our new pandemic world, customer connections and genuine brand attachment is of paramount strategic importance. 

Firstly, there is the embedding of CX as a culture, a philosophy, and a way of working. Gone are the days where CX was a point along a customer journey or something reserved for those solely in customer service roles. Today those sculpting competitive advantage are those leveraging CX in predictive, proactive ways.

Then there are the shifting values and expectations of the consumer. Prior to the pandemic, we had global behavioural changes relating to Instant, Personalisation, Authenticity and Digital Convenience. In our post-pandemic reality, some of these values have been further reinforced, while others like Attachment, Community and Autonomy have emerged. It is critical that contact centre experience reflects modern consumer values to stay relevant.

Lastly there is the future, the AI enabled solutions and the shift to voice as the main consumer-to-machine interface.  CX delivery is facing exciting and opportunistic challenges where the human touch and technical excellence merge. This is where the silicon meets soul.

Good CX drives consumer peer-to-peer conversation. Give them a story to tell.

About the Speaker 

Ken Hughes is acknowledged as being one of the world’s leading authorities on consumer behaviour, internationally renowned for helping his largely blue-chip client base to understand the future of consumerism. With over 18 years’ experience as CEO of a consumer insight agency, he blends his understanding of consumer & cyber psychology, digital anthropology, behavioural 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 and the peer-topeer economy. As an accomplished author, TED speaker, part-time university professor and actor, his performances are not only insightful and thought-provoking, but are infamous for their sheer energy, entertainment and passion.

As a behaviouralist and life strategist, he is also passionate about change, success, personal development and motivation, which he brings to life in his work with high performance athletes and executives all over the world. Every year, Ken shares his thought-disrupting insight with tens of thousands of delegates globally, as one of the most popular keynote speakers booked on the international conference circuit relating to the future of consumerism. Regularly voted best speaker at events to which he is invited to speak, he believes in engaging and delighting event attendees at every opportunity.

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