#676: The consumer is no longer navigating the map—they are the map, with Ken Hughes, the King of CX

The Agile Brand with Greg Kihlström®

The consumer is no longer navigating the map—they are the map.
Welcome to the era of the Blue Dot Consumer: always centered, always scrolling, and always expecting the world to orbit around them. What does that mean for your brand? Everything. From the rise of instant gratification to the evolution of seven—yes, seven—active generations, the customer experience game has changed forever.

Today’s guest is Ken Hughes, also known as The King of CX—is a consumer behavioralist, futurist, and one of the world’s leading authorities on customer experience. He’s here to break down how digital evolution, generational shifts, and consumer expectations are reshaping the rules of engagement for brands of all sizes.
About Ken Hughes
Ken Hughes is one of the World's Leading CX Strategists and Consumer Behavioralists in Customer Experience, Marketing, Branding, Innovation and AI. Known internationally as The King of Customer Experience.
Author of the marketing blog ‘The Blue Dot Consumer’, with tens of thousands of readers exploring his content on consumer values, marketing, branding and customer experience every month.
His research and work is utilized by global brands, industry associations and universities across all six continents. His client list is a who’s who of global brands, from Google, Starbucks, the NFL, and TikTok, to Walmart, Coca-Cola, IKEA and PayPal) to understand the changing nature of the brand connection across the consumer generations, and prepare for the future.
He describes himself as a social science Frankenstein – his interests are part sociology, part anthropology, part consumer psychology and part cyber behaviouralism.
Previously CEO of an insight agency, a TED speaker, a university lecturer and actor
RESOURCES
King of CX: https://www.kenhughes.info/
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