Speakers
Session
Self-storage is rarely about square footage. It is about life in motion.
Customers come to you during some of their most significant moments of change — moving home, downsizing, growing a business, navigating divorce, welcoming a new child, or managing loss. These are not neutral transactions. They are emotionally charged experiences that demand more than efficiency.
In an industry too often defined by price, location and availability, the real competitive advantage is not space — it is reassurance.
In today's digital-first world, where booking is frictionless and comparison is instant, your product is simply the ticket to play. Experience is your ticket to win.
In this keynote, internationally renowned consumer and retail expert Ken Hughes explores how self-storage brands can move beyond transactional rental models toward true Customer Intimacy — designing customer journeys that go beyond safety and security to foster a genuine sense of community and belonging.
Customers may forget the unit size. They will never forget how you made them feel.
Ken Hughes was a keynote speaker at the FEDESSA Conference in Berlin, where his session left a lasting impression on the industry.
Ken Hughes — known as The King of Customer Experience — is one of the world's leading authorities on consumer behaviour and customer experience strategy. Blending consumer psychology, digital anthropology and retail futurology, he helps global brands understand and connect with today's new consumer.
A TED speaker, author, actor and part-time university professor, Ken's presentations are as energetic as they are insightful — and always delivered with a healthy dose of Irish wit.