In partnership with urbanOvation – Beyond Customer Experience

In partnership with urbanOvation – Beyond Customer Experience


February 9, 2023


4:00 pm



In partnership with urbanOvation – Beyond Customer Experience

Beyond Customer Experience… Love is a Verb!

Brands have always sought better connections with their customers. However many have misinterpreted repeat purchase as loyalty. True loyalty is emotive, a brand or business with whom I have shared values.

In this session we are going to explore Customer Intimacy, the space beyond Customer Experience. Intimacy is far deeper, longer lasting and more meaningful than any fleeting experience. We will also examine the shift from Passive to Active consumerism, Collaboration and what this means for Retail.

The Future of Retail, Place and Community – Session V:

This session is the 5th of 5 online roundtables focused on how retail can adapt to a rapidly changing consumer and community. Themes from the series will shape a unique meeting in London Future of Retail, Place and Community summit in late Spring 2023.

  • Meet innovation leaders from across borders and industries
  • Gain valuable insights into new challenges and current trends
  • Find new business opportunities and partners



Ken Hughes is now acknowledged as being one of the world’s leading authorities on consumer, shopper and cyber shopper behaviour. He is internationally renowned for helping his largely blue-chip client base to understand the physical, digital and future consumer. With 20 years’ experience as CEO of a consumer insight agency, he blends 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.

Ken advises some of the biggest brands in the world on customer experience, omnichannel strategy, artificial intelligence, shopper marketing, retail trends, the millennial / Gen Z shopper and the peer-to-peer economy. As an accomplished author, TED speaker, part-time university lecturer and actor, his performances are insightful and thought-provoking. His presentations are 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 change, disruption, success, innovation, personal development and motivation. He brings this to life in his work with high performance athletes and executives all over the world. Every year, Ken shares his thought-disrupting insight with tens of thousands of delegates globally. He is one of the most popular keynote speakers booked on the international conference and webinar circuit relating to the future of consumerism. Regularly voted best speaker at events where he is invited to speak, he believes in engaging and delighting event attendees at every opportunity.