The Future of Customer Experience | Keynote Speaker Shawn Kanungo 2025

Описание: In this customer experience keynote (2025), keynote speaker Shawn Kanungo discusses why in a world obsessed with efficiency and frictionless experiences, strategic friction might be your competitive advantage.

Learn why the most successful businesses will either be extremely frictionless (Amazon, SHEIN, Uber) or deliberately friction-FULL (Four Seasons, Hermès, Apple). Discover the dangerous "black hole of mediocrity" that traps businesses caught in between.

Through powerful examples and the concept of "costly signaling," see how extraordinary effort creates trust, meaning, and customer loyalty. From the extra scoop of fries at Five Guys to the immersive experience at my local optometrist, find out how these moments of friction become your brand story.

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Biography:
As a globally recognized innovation strategist and bestselling author, Shawn Kanungo has emerged as one of the world's most sought-after voices on innovation and generative AI. He spent 12 years at Deloitte working closely with leaders to help them better plan for the opportunities associated
with disruptive innovation.

Kanungo was named the 'Best Virtual Keynote Speaker I've Ever Seen' by Forbes, and recognized as one of Edify's Top 40 Under 40. He made history as the first innovation expert with a streaming special on Apple TV and Prime Video. His bestselling book, "The Bold Ones" - celebrated by McKinsey as essential reading for decision-makers - provides a thought-provoking blueprint for professionals and organizations to embrace bold innovation in an era of unprecedented change.