Ken Hughes
The King of CX
Expert insights
- Despite the ever-growing tech stack, brands must fight for emotional heart space. The type of unscripted human empathy that builds tribal fandom—like the Virgin Atlantic staff g...
- We used to read the map. Now, we are the map. The consumer expects the brand to move with them. They are the blue dot—and your job is to keep up.
- If that was dating, it’d be like saying: ‘Here’s a flower every 10th time I see you.’ That’s not love. That’s math.
- If you’re not creating goldfish moments in your CX, you’re missing the point of customer experience altogether.
- That’s AI plus humanity. It’s not about the tech—it’s about how the tech makes people feel.
- Her product is music. Her brand is belonging. Every person in that stadium thinks Taylor is their friend.
- You’re not invited into someone’s life because you got their subject line right. You’re invited in because they feel something when they see your brand.