CCMA Keynote Address 2021 - Ken Hughes - Love is a Verb: Optimising the CX Relationship

Date: 30/09/2021

Venue: Webinar 11 a.m.

CX is about optimising connections, about laying down the foundations for Customer Lifetime Value. If we are serious about brand tribal following and brand loyalty, then we need to invest in relationships. So, what makes a good relationship? What do customers expect and how can we ensure we deliver? How can we humanise CX to ensure authentic interactions? This speech will mirror the key aspects to healthy relationships and apply each to CX. Using an understanding of love languages and positive psychology, CX professionals will leave with a checklist to build stronger and deeper relationships with customers, as well as some good tips for your own personal relationships. 

We are delighted to be joined by a panel of industry experts to discuss Ken's address and the implications for the CX industry in Ireland. Our panellists will be:

  • Annette Hickey VP EMEA Customer Solutions PayPal.
  • Denis Looney VP Owner & Financial Services APEME Marriott Vacations Worldwide.
  • Barry O’Shea, Customer Experience & Transformation Manager BT Ireland.

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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