Speaker, Author & CX Strategist / Consumer & Shopper Behaviouralist, Ken Hughes opened Conversation 2019 with flying colours. He explained why customer experience is a strategic priority for retailers and brands, as we did in a white paper you can download for free. With ingenious examples and witty anecdotes, he communicated the fact that customers have never been more demanding than they are today. By capturing all our attention, he demonstrated that offering a memorable, personalised and instantaneous experience is key to make sure your target audience has a story to share with peers.
Ken Hughes or the importance of providing a memorable customer experience
- Customer centricity is no longer a strategy or tactic, it has become a philosophy to ensure we stay relevant to the ever-changing needs of our consumers
- Today’s consumer only wants to do business with authentic and genuine brands
- Companies are engaged in a race for relevance to deliver a simple, frictionless customer experience that meets the need for instant gratification, a new social norm.
- Companies must offer memorable experiences that consumers will want to share with their peers.