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Keynote SpeakerKen Hughes

Leading Consumer & Shopper Behaviourist and Renowned Customer Experience Strategist

Ken Hughes is now acknowledged as being one of the world’s leading authorities on Consumer Behaviour and the Customer Experience. He is internationally renowned for helping some of the biggest brands in the world to understand the future of branding and the consumer connection, and was recently named one of... Read more

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Popular Talks

The Blue Dot consumer. Understanding the modern customer connection
Taylormaking. How to use customer experience to build brand success
AI, Data and Disruption. Winning the race for customer relevance
Igniting the Spark. How creativity and risk drive the innovation engine

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Biography

Ken Hughes is now acknowledged as being one of the world’s leading authorities on Consumer Behaviour and the Customer Experience.

He is internationally renowned for helping some of the biggest brands in the world to understand the future of branding and the consumer connection, and was recently named one of the Top 50 CX Influencers globally.

Known as ‘The King of Customer Experience’, he has over 25 years’ experience as CEO of a CX consumer insight agency, blending 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.

Many Fortune 500 companies implement Ken’s advice on customer experience, the digital consumer connection, artificial intelligence, retail futurology, the Gen Alpha/Gen Z shopper, and the peer-to-peer economy. As an author, TED speaker, part-time university lecturer and actor, his performances are insightful and thought-provoking, infamous for their sheer energy, entertainment, and passion, not to mention his generous Irish wit.

As a behaviouralist and life strategist, he is also passionate about leadership, change, disruption, success, innovation, personal development, and motivation. He brings this to life in his work with high performance individuals, athletes, entertainers, and C-level executives all over the world.

Every year, Ken shares his thought-disrupting insights and passion with tens of thousands of delegates globally. He is one of the most popular keynote speakers booked on the international conference circuit relating to CX and the modern brand: consumer connection.

Regularly voted best speaker at any event where he is invited to perform, he believes in engaging and delighting event attendees at every opportunity.

"Ken was one of the most inspiring speakers we have ever booked. His presentation was so engaging, insightful and entertaining. The feedback from our delegates has been outstanding, ‘the best ever’ was what I kept hearing. He is one of the superstars, no doubt, and I can see why he was recommended to us. We were not disappointed." Merette Habberstad, NHO REISELIV

"A heartfelt thank you to the truly inspiring and energising speaker, Ken Hughes. He captivated us with a genuinely delightful speech. There are not enough words to describe the impact this session had on our employees and how personal and engaging it was. Simply magnificent." Ana Butylkina, ING

"I’d consider Ken to be among the rockstars of professional speakers. His unique combination of great content, practical insight and engaging, energetic performance style was outstanding. As an organiser, it was an absolute pleasure to work with him and his team, as his professionalism ranks high among top speakers in our long list of UBA Trendsday conferences." Luc Suykens, UBA TRENDSDAY

"Ken is an energetic, thought-provoking speaker. I’ve had Ken speak at two Google events now and Ken has scored higher than any other speaker I’ve ever had before, lasting a longtime in the memories of the delegates." Google EMEA

"I could listen to this guy all day. As always an amazing insight into customers and the essence of CX relationships." Paypal

"As a B2B brand we needed to stay relevant and connected with our customers during this time. Ken was the first person we thought about approaching and the webinar series he delivered has had such strong feedback. Sessions sold out way beyond our expectations and delegates stayed engaged far longer than we had ever hoped. It was entertaining, informative, and had all the usual magic and sparkle that Ken delivers onstage." Microsoft

"Ken delivered a thought provoking and entertaining speech on the needs and desires of younger generations. The talk was highly appreciated by all our coaches and the post-event feedback we received has been outstanding." UEFA

“Ken is right up there with the Seth Godin’s and Simon Sinek’s of this world. His presentation was so inspiring, energetic and delivered real actionable content to the thousands who attended. A stellar performance” EBIT/CONFINN

"We chose to bring Ken in as keynote for our customer and partner event as he really understands the digital consumer and the challenges our client partners face. It was one of the best sessions of the event." TIKTOK

"We were looking for someone that could talk with us around the psychology of customer experience and Ken was the perfect fit. An intelligent, inspiring and entertaining session." STARBUCKS

"Ken really brought the modern consumer to life for our licensees and retail partners. His insight into customer connection and evolving expectations was fascinating to hear." NFL

"A heartfelt thank you to the truly inspiring and energising speaker, Ken Hughes. He captivated us with a genuinely delightful speech. There are not enough words to describe the impact this session had on our employees and how personal and engaging it was. Simply magnificent." ING

"We brought Ken in to inspire our strategy session around the future of store and retail. It was a fantastic session in getting conversation going around customer experience and the future consumer. Highly recommend if you want to truly understand the core of CX." JOHN LEWIS

“Ken’s true talent is the tailoring of his content to our audiences. We have invited him to speak at several different Red Bull events in Europe, and he always challenges each of us to think outside of the box. He is an educational and inspirational presenter, as entertaining and engaging as he is challenging. Not to be missed.” RED BULL

“Ken’s session with our global country marketing teams was astounding. Participants really enjoyed the psychology side and particularly the ‘turning data into insight’ part. One of the best shopper sessions I think I have ever witnessed, and really had the room engaged throughout.” IKEA

Popular Talks by Ken Hughes

The Blue Dot consumer. Understanding the modern customer connection
In this keynote, Ken Hughes delves into the evolving landscape of modern consumerism, emphasizing how today’s customers, much like the pulsing blue dot on your Google Maps app, position themselves at the center of their own experiences. This analogy underscores the shift towards customer-centricity, where consumers expect brands...

In this keynote, Ken Hughes delves into the evolving landscape of modern consumerism, emphasizing how today’s customers, much like the pulsing blue dot on your Google Maps app, position themselves at the center of their own experiences. This analogy underscores the shift towards customer-centricity, where consumers expect brands to navigate around their individual preferences and needs. They demand interactions that are instant, personal, and contextually relevant, gravitating towards brands that offer authenticity and experiential value. Rather than merely purchasing products or services, these consumers seek collaborative relationships, pushing brands to engage emotionally and move beyond purely functional or transactional exchanges.

Ken further explores how technological advancements—such as AI, robotics, and the metaverse—are reshaping consumer expectations. He also highlights the emerging influence of Gen Z and Gen Alpha demographics, urging brands to anticipate and adapt to these shifts. By examining successful strategies from various industries, this keynote provides insights into how businesses can stay ahead in the race for relevance by deeply understanding and connecting with their evolving customer base.
Taylormaking. How to use customer experience to build brand success
In this keynote, Ken Hughes explores how brands can emulate Taylor Swift’s approach to building a devoted following by focusing on emotional customer connections, continuous investment in customer and employee experiences, and fostering collaboration. Taylor Swift’s strategic engagement with her audience has resulted in one of the most...

In this keynote, Ken Hughes explores how brands can emulate Taylor Swift’s approach to building a devoted following by focusing on emotional customer connections, continuous investment in customer and employee experiences, and fostering collaboration. Taylor Swift’s strategic engagement with her audience has resulted in one of the most impressive brand followings in recent times, exemplified by her record-breaking Eras Tour.

Ken delves into the core values that strengthen brand relationships, including authenticity, personalization, and customer empowerment. He discusses strategies such as ‘excite and delight’ initiatives, fostering a sense of tribal belonging, and encouraging collaboration between brands and their customers. By exploring real-world examples from various industries, attendees will gain actionable insights into creating meaningful connections that drive brand success beyond mere transactions.

A keynote all about CX, EX and how continuous investment in both delivers significant emotive brand loyalty. Focus on the relationship not the transaction.
AI, Data and Disruption. Winning the race for customer relevance
In this keynote, Ken Hughes examines the transformative impact of artificial intelligence on consumer decision-making and its broader implications for marketing, branding, and customer engagement. He emphasizes that while AI introduces numerous new touchpoints, the focus should be on leveraging these technologies to build more efficient, exciting, and...

In this keynote, Ken Hughes examines the transformative impact of artificial intelligence on consumer decision-making and its broader implications for marketing, branding, and customer engagement. He emphasizes that while AI introduces numerous new touchpoints, the focus should be on leveraging these technologies to build more efficient, exciting, and engaging customer connections.

Ken discusses how technological advancements—such as AI, the metaverse, and robotics—are converging with the evolving expectations of Gen Z and Gen Alpha consumers, signaling a significant shift in the business landscape. He underscores that the conversation around AI should move beyond technical aspects like algorithms and data, focusing instead on how brands can prepare for new ways of doing business. By examining the sociological, behavioral, and cultural history and impact of technology and AI, this keynote demonstrates that it’s not just the rules that are about to change, but the entire game.
Igniting the Spark. How creativity and risk drive the innovation engine
In this keynote, Ken Hughes explores how agility, risk-taking, play, and creativity fuel innovation at personal, professional, and organizational levels. He emphasizes that while organizations recognize creativity and innovation as essential for success, many struggle to catalyze these qualities, causing the innovation process to stall. To push boundaries,...

In this keynote, Ken Hughes explores how agility, risk-taking, play, and creativity fuel innovation at personal, professional, and organizational levels. He emphasizes that while organizations recognize creativity and innovation as essential for success, many struggle to catalyze these qualities, causing the innovation process to stall. To push boundaries, challenge norms, and solve problems in novel ways, a shift in approach is necessary.

Ken discusses how habit and routine can hinder growth, both personally and professionally, and how rigid bureaucratic structures contribute to this stagnation. In today’s disruptive economies, agility is crucial, necessitating a rewiring of our approach to change. By understanding the roles of play, mischief, fear, and risk in relation to creativity, alongside exploring vulnerability and courage in daily life, individuals can develop strong leadership qualities. This motivational speech challenges attendees and delivers an inspirational personal development message alongside professional growth.