Taylormaking Your B2B Experience: Ken Hughes on Lessons from Pop's Biggest Brand

Episode notes

In this episode, Adam Dorrell chats with CX royalty, Ken Hughes (the King of CX), about the human side of experience. They explore how emotion drives loyalty and trust, drawing lessons from B2C giants like Taylor Swift for the B2B world. Ken shares some great anecdotes about how storytelling and vulnerability make ga reat CX experience. He emphasizes that CX is a philosophy, not just a department, and shares insights on building genuine emotional connections with customers. Ken’s new book is Taylormaking - get the details from

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