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Ken Hughes, known as The King of Customer Experience, joins Lara Schmoisman to share why connection—not product—is the ultimate differentiator in today’s AI-driven world, and how brands can design loyalty that lasts.

We'll talk about:

• Why products and services are now commodities—and why connection is your only real differentiator
• The “goldfish moment” every brand should be creating (and how to scale it)
• How Taylor Swift built one of the most loyal fandoms on earth—and what brands can learn from her playbook
• The danger of “one-night-stand marketing” and the shift from transactional to relational thinking
• Why ROI isn’t enough—and how to build with “desire to invest” instead
• Real-life stories of brands going beyond expectations to create emotional loyalty
• The perfect balance of AI and human touch in customer experience

For more information, visit Ken Hughes' LinkedIn.

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