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.
Subscribe to Lara’s newsletter.
Also, follow our host Lara Schmoisman on social media:
Instagram: @laraschmoisman
Facebook: @LaraSchmoisman
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
New Heights with Jason & Travis Kelce
Football’s funniest family duo — Jason Kelce of the Philadelphia Eagles and Travis Kelce of the Kansas City Chiefs — team up to provide next-level access to life in the league as it unfolds. The two brothers and Super Bowl champions drop weekly insights about the weekly slate of games and share their INSIDE perspectives on trending NFL news and sports headlines. They also endlessly rag on each other as brothers do, chat the latest in pop culture and welcome some very popular and well-known friends to chat with them. Check out new episodes every Wednesday. Follow New Heights on the Wondery App, YouTube or wherever you get your podcasts. You can listen to new episodes early and ad-free, and get exclusive content on Wondery+. Join Wondery+ in the Wondery App, Apple Podcasts or Spotify. And join our new membership for a unique fan experience by going to the New Heights YouTube channel now!
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.