Ken Hughes, a renowned expert in software development, emphasized the significance of creating products that not only meet requirements but also surprise and delight users. In his keynote speech, "Connection is Everything," at Goto Copenhagen, Hughes highlighted the importance of artificial intelligence (AI) in helping businesses connect with customers and create better user experiences (InfoQ, 2025). The emergence of the Beta generation has led to seven distinct consumer demographics: Traditionalists, baby boomers, Gen X, millennials, Gen Z, Gen Alpha, and Beta babies, each with unique needs that must be satisfied by developers.
Hughes stressed that understanding the values of the modern customer connection is crucial for building brands and businesses that will succeed in the future. He noted that today's customers expect everything to be delivered to them, citing examples such as food deliveries and taxis that can be summoned using an app (InfoQ, 2025). To meet these expectations, businesses must shift their focus from process-oriented approaches to user experience-centric ones, adopting a user solution mindset rather than just providing software solutions.
As Hughes aptly put it, "software is the oxygen on which the whole world runs; it connects everything." In a "digital first world," consumers increasingly rely on their digital devices to find answers to their questions ← →
7 trillion to the global economy by 2030 (Manyika et al., 2017). One of the key areas where AI is making a significant impact is in data analysis. With the vast amounts of data being generated every day, AI-powered tools can help businesses make sense of it all, identifying patterns and trends that would be difficult for humans to detect.
For instance, companies like Netflix and Amazon are using AI-driven algorithms to personalize customer experiences, recommending products and services based on their browsing and purchasing history.
AI is also transforming the way businesses interact with their customers. Chatbots, powered by AI, are being used to provide 24 → 7 customer support, helping to resolve issues quickly and efficiently.
AI-powered virtual assistants are being used to automate routine tasks, freeing up human employees to focus on more complex and creative work.
A study by Gartner found that by 2025, 85% of customer interactions will be managed without human customer support agents (Gartner, 2020).
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