Over two decades, Ralph Hubacher has researched the topic of customer delight from various perspectives – from practical application to strategic consulting.
His view of customer centricity is a combination of passion, a structured approach and a clear focus on measurable results that ensure the long-term success of companies.
Ralph Hubacher’s career has taken him through various industries – from leading 5-star hotels in Switzerland and the USA to heading Sales & Marketing in a consulting firm.
Ralph Hubacher Lecture topics
Breaking Expectations – from satisfaction to amazement
- Why satisfied is not satisfied enough
- Signature as the new standard
- How extras and WOW’s are created for customers
- Structure instead of coincidence – the art of systematic customer amazement
- Achieving great effects with minimal effort
How customer centricity makes the difference
- The Copernicus principle: the customer at the centre
- The five dimensions of customer centricity
- From theory to practice
- Customer centricity – just a blind flight?
Customer centricity in the age of AI – More than just service: AI as a customer enhancer
How does it feel when a customer is not only served, but truly seen? When a moment of attention makes the difference between being forgettable and unforgettable?
Companies invest in platforms, tools and processes, yet they fail at the simplest task: customer focus! Customer centricity is an attitude, not a software installation. It begins where courage comes before efficiency, empathy before automation and consistency before convenience.
Artificial Intelligence does not replace humanity, but it can support and scale it. It helps turn data silos into living faces, patterns into stories, and service into real meaning. In the end, it’s not about machines, it’s about people. AI creates productivity, but differentiation comes from consistent customer focus.
In 2013, Ralph Hubacher founded brandHUB and accompanies companies on their way to true customer centricity. At the same time, he has inspired over 3,500 people worldwide not only to think the impossible, but also to put it into practice.
His presentations inspire new ways of thinking. As a consultant and trainer, he asks the uncomfortable and critical questions, but always with the right instinct and the sole aim of stimulating new ways of thinking and developing people, teams and companies.
Outside of work, Ralph Hubacher can be found in the mountains trail running or cross-country skiing. He is also a passionate cook, literature enthusiast and Chairman of the Board of Directors of a publishing house.