Connection is Everything: Building Customer & Employee Relationships That Last

How to build customer and employee relationships that last

Your customers and employees don’t want transactions, they want to feel seen, understood, and valued. In a world where AI is commoditising every touchpoint, the brands that win are the ones that connect.

Qualtrics brings you Ken Hughes, world’s leading consumer behaviouralist and The King of CX, alongside Sally Winston, Global Leader, XM Strategy at Qualtrics. Together they’ll explore what it takes to build affinity in the modern experience economy, and how organisations turn that understanding into decisive action.

• Why connection, not convenience, is the true competitive advantage in 2026 and beyond
• The ‘Blue Dot’ model: designing experiences that place customers and employees at the centre
• The five values modern consumers demand from the brands they choose
• How data and AI become tools for human connection, not replacements for it