Ken Hughes Global Customer Experience Strategist, Leading Consumer Behaviouralist & Award-Winning Keynote Speaker

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• ‘Taylormaking': Taylor Swift Hailed as a ‘Genius' as ‘Life of a Showgirl' Drops Worldwide

  On the same day ‘Life of a Showgirl' arrives, Ken Hughes's new book highlights why Taylor Swift is being hailed as a ‘genius' and one of the most influential artists of her era.

• Emotional Intelligence and The Future of Customer Connection

  In this episode of Simply CX by Microsoft, Nicole sits down with behavioral scientist and CX visionary Ken Hughes to explore the emotional side of customer experience. Together, they dive into why emotional loyalty and customer intimacy are the true differentiators in an increasingly commoditized, AI-powered landscape.

• Why customer intimacy is the future of CX

  Ken Hughes, “King of CX”, unpacks the psychology behind brand intimacy, emotional engagement and the power of investing in genuine connections.

• Pampering customers by taking inspiration from Taylor Swift

  The spotlight was on him. Ken Hughes is a true showman. With more than one string to his bow, the Irishman is not only the self-proclaimed king of customer experience and the world's leading consumer behaviourist. He's also a formidable comedian.

• The blue dot consumer: What can financial services learn from Taylor Swift, Red Bull, and United Airlines

  Why don't customers get a bottle of champagne at the end of their mortgage? – asks Ken Hughes, Consumer Behaviouralist and The King of Customer Experience. Speaking with our very own David Penn, Hughes explores the customer of the tomorrow, and why focus on customer experience should turn into customer intimacy. He shares what brand connection can mean and explains what Taylor Swift, Red Bull, and United Airlines got right in this area.

• Decode, Delight, Devote: Turning Customers Into Tribes Through Gamification

  What makes Taylor Swift fans (Swifties) more than just an audience? They're a tribe. They don't just consume music; they decode Easter eggs, trade bracelets, and recruit new members. It's not marketing anymore—it's meaning.

• The Hidden Language of Loyalty: CX Connection is Everything

  Customer Experience (CX) is often misunderstood by brands as a process or a metric (like NPS), but in reality, it should be felt emotionally by the customer — it's not a transaction, it's a connection. Humans are wired for connection, and just as people unravel without meaningful relationships, brands falter when they lack true emotional engagement with their customers.