In this talk, I’ll share how emotional connection can transform product development, driving differentiation, engagement, and long-term success. Beyond usability and performance, the most loved products create moments of delight that build deep loyalty. Drawing from my experience at Skype, Spotify, Google Meet, and Chrome, as well as insights from leaders at Dyson, HBO, and Atlassian, I’ll introduce the Delight Model: a practical approach to identifying delight opportunities, categorizing solutions with the Delight Grid, and measuring emotional impact. Attendees will leave with a clear understanding of why emotional engagement is not just a “nice to have,” but a powerful driver of retention, differentiation, and business growth.
