In an era where customer interactions are increasingly data-driven and automated, retailers risk losing the emotional spark that builds lasting loyalty. The art of surprise and delight—those unexpected moments that deepen engagement and keep shoppers coming back—has never been more essential. In this fireside chat, Paul Banker will explore how his team at Bark reimagined this strategy for today’s digital-first consumer, blending personalization, creativity, and innovation to drive stronger connections and sustained brand engagement. Expect to hear:

• Fostering emotional connections with your customers through surprise and delight initiatives

• Setting your brand apart from the competition through unexpected initiatives and personalized experiences

• Shaping positive brand perceptions and boosting customer satisfaction and long-term brand affinity with unique and fun customer experiences

• Fostering emotional connections with your customers through surprise and delight initiatives
• Setting your brand apart from the competition through unexpected initiatives and personalized experiences
• Shaping positive brand perceptions and boosting customer satisfaction and long-term brand affinity with unique and fun customer experiences