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The Frictionless Experience

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Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place.

Welcome to The Frictionless Experience!
38 Episodes
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What if creating frictionless digital experiences wasn't about removing all friction, but adding the right friction at the right time? Join hosts Chuck Moxley and Nick Paladino as they talk with Nakul Goyal, VP of Growth at CARFAX. With over two decades of experience, including roles at TripAdvisor and Berkshire Hathaway's Oriental Trading Company, Nakul shares his passionate approach to building high-performing teams, measuring ROI, and evolving products from simple solutions to comprehensive platforms that customers love.In this episodeBuild high-performing teams by focusing on the right people, clear goals, established rituals, and continuous feedback through radical candor.Instead of eliminating all friction, focus on implementing the right friction in the right places to build user trust.Calculate ROI by looking beyond direct costs to include the full investment of team time and resources.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!CARFAX Website: https://www.carfax.com/Nakul’s Email: NakulGoyal@gmail.comNakul’s LinkedIn: https://www.linkedin.com/in/nakulgoyal/Chuck’s LinkedIn: https://www.linkedin.com/in/chuckmoxley/Nick’s LinkedIn: https://www.linkedin.com/in/npaladino/Chapters:(00:00) Introduction to Friction and Digital Growth(01:48) Eliminating Friction in Digital Growth(02:50) Building Trust with the Right Friction(06:50) CARFAX’s Evolution(13:27) The Importance of Staging Environments(17:25) Future of Digital Experience and Testing(24:44) Cultivating High-Performing Teams(29:14) The Importance of Radical Candor(33:38) ROI Mindset(38:15) Balancing MVP and MLP(44:14) Conclusion
What are the biggest product marketing missteps that can derail your strategy, and how can you avoid them for greater success?Join hosts  Chuck Moxley and Nick Paladino as they dive into the common pitfalls in product marketing and the lessons learned from them. Chuck and Nick explore how missteps like misaligned messaging, poor market fit, and a lack of customer insight can impact even the best-laid plans. In this Episode:The critical role of customer understanding and market research.How the disconnect between product management and marketing can derail launches.Break down of real examples of product marketing fails, and the takeaways for your strategy.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
What if your website could do more than just convert—it could create a seamless digital experience that keeps customers coming back? Join hosts Chuck Moxley and Nick Paladino as they talk with Jon MacDonald, founder of The Good and Author of Behind the Click. With a portfolio of global brands including Adobe, Nike, and the Economist, Jon shares his top strategies for optimizing digital experiences. Plus, Jon opens up about his journey as an entrepreneur and lessons learned along the way.In this Episode:Why DEO is replacing CRO and how to avoid common digital mistakes.Key takeaways from Behind the Click, including overcoming customer biases and barriers.Actionable tips for site optimization, from streamlining checkout to addressing annoying pop-ups.A breakdown of the psychology behind customer decision-making. Want a copy of Jon’s new book Behind the Click? Get 50% off when you order from thegood.com/btc using the code BTCPODCAST50. Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
Can a men’s apparel brand build a passionate community of 40,000+ members who pay to join? True Classic has done exactly that. Join hosts Chuck Moxley and Nick Paladino as they talk with Breanna Moreno, VP of Customer Experience at True Classic, about how this fast-growing men's apparel brand is redefining customer engagement in the DTC space.In this episode:Learn how True Classic's support team drives 33% higher customer lifetime value by proactively engaging with customers, challenging the common belief that support teams can't be revenue driversDiscover why True Classic invested in building a paid membership community on Facebook, generating authentic feedback and creating meaningful customer connections that extend beyond the productSee how the brand successfully expanded from pure DTC to omnichannel retail (Kohl's, Sam's Club, Target.com), using multiple touchpoints to build trust and accessibility while maintaining their direct customer relationshipsListeners of The Frictionless Experience: True Classic offers a discount for first-time customers. If you’ve been meaning to check them out, now’s a great time: https://www.trueclassictees.comWant more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
Great deals are happening online during Black Friday or Cyber Monday, but the BEST deals are actually happening during other parts of the year. We’re taking you behind the scenes to see how sites like Slickdeals handle a surge of 10 million users—without missing a beat.In this episode, Chuck and Nick talk with Mike Lively, SVP of Engineering at Slickdeals, to uncover the strategies that keep online shopping experiences smooth during peak season. Discover the intense planning, testing, and troubleshooting that go into keeping one of the busiest deal sites running at full speed, even on Black Friday and Cyber Monday. Learn how the “Slickdeals Effect” impacts retailers and what it takes to deliver a seamless experience to millions of eager shoppers.In honor of Cyber Monday, we’re re-sharing this conversation with Mike Lively, which was recorded last year—but the truths remain just as important today!Join us as we discuss:How retailers and eCommerce sites can get ready for holiday and seasonal shopping days, like Black Friday, Cyber Monday, and Amazon Prime Day. Ways to prevent third-party tags from causing costly performance issues and customer friction to ensure reliable user experiences.The value of ongoing testing and planning to convert more visitors and retain customers throughout the entire year. The significance of Core Web Vitals in optimizing website performance and user experiences.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
What does it really take to be a good digital product manager?In this episode, Nick Paladino and Chuck Moxley tackle the biggest myths in product management, from the misconception that “the customer is always right” to the idea that product managers are just technical taskmasters. They chat about why making data-driven decisions, understanding customer actions, and collaborating across teams are crucial to creating seamless digital experiences.In this episode:Breaking down common myths about product managementWhy successful product managers are often “wrong”How product managers balance data, intuition, and customer insights
How did Rainbow Shops cut lost package rates by 75% and boost their mobile checkout experience? It was easier than you’d think!In this episode, Nick Paladino and Chuck Moxley chat with David Cost, VP of Digital and E-Commerce at Rainbow Shops, about how optimizing mobile checkout and shipping options has dramatically improved their customer experience. Discover how Rainbow Shops leverages Shopify and ShopPay to streamline the buying process, and the creative solutions they’ve implemented to reduce lost packages and drive sales.In this episode:How Rainbow Shops reduced lost packages by 75% with a smart shipping strategy.The impact of Shopify’s Shop Pay on improving mobile checkout and conversion rates.Why offering seamless omni-channel options like ship-to-store drives customer loyalty.Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
Is your team sabotaging your customer experience without even knowing it?In this episode of The Frictionless Experience, co-hosts Chuck Moxley and Nick Paladino are joined by Angel Singh, VP of Customer Experience at Petco. With experience from top retailers like Home Depot and Sephora, Angel shares how team structure and internal collaboration play a critical role in delivering frictionless customer experiences. In this episode:Align your teams for seamless customer experiences: Align all departments, from marketing to technology, toward the same customer-centric goals to eliminate silosLeverage data for personalization: The key to a truly personalized experience lies in how well you know your customers. Start with unified data across all channels and teamsEmbrace AI as a helpful tool, not a replacement: AI can enhance customer experiences, but it's most effective when used in collaboration with human expertise to create hyper-personalized interactions
How can technology turn gifting from a chore into a joyful experience for both the giver and receiver?In this episode, Nick and Chuck discuss the world of gifting with Hal Siegel, Vice President of Digital Product and UX at 1-800-Flowers. Hal shares how the company uses personalization, innovation, and thoughtful UX design to enhance customer experiences and navigate the unique challenges of gifting to ensure that every gift feels special and timely.In this Episode:Increase engagement without hurting conversion rates by adding optional, thoughtful questions during checkout, like asking about the recipient’s relationship.Simplify communication to reduce information overload for customers making last-minute purchases. Skip unnecessary details to improve UX and decrease exit rates.Build trust through transparency about delivery timelines and gift presentation to reduce customer anxiety and improve overall satisfaction.Add intentional friction where it adds value. Sometimes adding steps (like in checkout) can actually improve the experience because customers want to be thoughtful when giving gifts aka they want to slow down, not speed up like they’d normally prefer in typical e-commerce purchases.
Is your website's speed really serving your customers, or could it be costing you more than you think?In this episode, Nick and Chuck discuss the complexities of website performance, challenging the long-standing “2-second rule” for website speed. They explore how context, customer expectations, and stability are critical in optimizing your site for the best user experience.Discussed in this Episode:Prioritize Speed Where It Matters Most: Identify which parts of your website require the fastest load times by understanding the specific needs of your customer journeys.Balance Speed with Stability: Ensure that increasing your site’s speed doesn’t compromise its reliability; a faster but unstable site can frustrate users more than a slightly slower, dependable one.Align Speed with Customer Expectations: Tailor your site’s performance to meet the expectations of your target audience, considering factors like demographics and the nature of their interactions with your brand.Implement Conversion Rate Curves: Start measuring and analyzing conversion rate curves for different pages and user segments on your website so that you can identify where speed improvements will have the most significant impact on your specific customer journeys.Develop an Audience Segmentation Strategy: Develop a strategy to segment your audience based on factors like new vs. returning customers, device types, and user intent. Use this segmentation to tailor your performance optimization efforts, focusing on the most critical areas for each group.
How can mastering Core Web Vitals give your website a competitive edge?In this episode, Nick and Chuck chat with Barry Pollard, a web performance developer advocate on Google Chrome, about Core Web Vitals. Barry shares insider insights, dispels common misconceptions, and offers practical advice for improving your website's Core Web Vitals.In this episode:Why prioritize improving your Core Web Vitals: Focusing on metrics can directly boost user satisfaction and conversion rates. Even small improvements (like moving LCP from 3 seconds to 2.8 seconds) can have a meaningful impact due to user breakpoints at scale. How to benchmark your site’s performance against competitors: Use tools like CrUX (Chrome User Experience Report) to identify areas of improvement and address performance issues. that might be causing user drop-off.When to focus on field data over lab data: Understand the value of using real-world data from actual users to make informed decisions about site performance improvements.
In this episode, Chuck Moxley and Nick Paladino chat with Dr. Tina Manoharan, former VP and Global Leader of Data/AI & Digital Innovation at Philips. Dr. Manoharan shares her expertise on the potential of AI in healthcare, especially in co-creation and integration into clinical workflows. She offers valuable insights on overcoming challenges in AI adoption, from addressing clinician concerns to understanding complex global regulations. Dr. Manoharan's patient-centric approach to AI development provides a compelling vision for the future of healthcare tech.Listeners will learn:How co-creation with healthcare professionals reduces friction in AI adoption by ensuring digital solutions fit seamlessly into existing clinical workflowsStrategies for overcoming resistance to AI in healthcare by proving its value in augmenting, not replacing, clinical expertiseThe importance of a robust data strategy that starts with understanding clinical needs rather than available data sets
When done right, AI can make customer service more efficient. When done wrong, it can degrade trust and cause privacy concerns. So how can companies find the balance?In this episode of The Frictionless Experience, Nick and Chuck dive into the future of customer service with Noopur Bakshi, former Senior Director of Product Management at Hewlett Packard Enterprise. Noopur shares how mixing AI smarts with human heart, tackling ethics head-on, and nailing data quality can take customer experience to the next level.Listeners will learn:How to identify when human interaction is necessary in AI-driven customer service.The ethical and legal implications of deploying AI in digital experiences.Ways to use AI for personalization without crossing into "creepy" territory
AI is set to revolutionize the way digital products are managed, from enhancing efficiency to potentially replacing certain aspects of the job. In this episode, we explore the evolving landscape of artificial intelligence and its transformative impact on digital product management and digital experiences. Nick and Chuck delve into the overuse and misunderstandings of AI in marketing while contrasting it with emerging technologies like Gemini, Facebook's Llama, and CoPilot.Listeners will learn:Which aspects of product management that are most likely to be automated by AI. And which aren’t.Strategies for product managers to leverage AI effectively without losing the human touch.Predictions on how the product management landscape will evolve in the next decade.This episode also kicks off our new mini-series on AI, discussing its benefits, limitations, and the soft versus hard skills essential for future product managers. Watch for interviews with leaders in using AI in digital product development in coming weeks.Resources from the episode:Sir Martin SorrellLenny's Newsletter Article on Skills AI Will Replace
In this episode, we explore essential tactics for navigating the busiest shopping days of the year—Black Friday and Cyber Monday. Ellery Womack, senior director of engineering at Edgio, and our very own Nick Paladino share their insights on eliminating digital friction and optimizing e-commerce platforms to handle increased traffic and conversions. You'll hear about real-world challenges and the innovative solutions used to address them, preparing you to transform your holiday sales strategy.Listeners Will Learn:How to prioritize site improvements for maximum BFCM impactStrategies for balancing site speed with great digital  experiences that convertHow to leverage data to make informed decisions and prioritize site and app improvementsTips for year-round preparation and handling expected and unexpected traffic spikesConnect with Ellery on LinkedIn: Ellery Womack: https://www.linkedin.com/in/ellerywomack/Connect with us on LinkedIn: Chuck Moxley: https://www.linkedin.com/in/chuckmoxley/Nick Paladino: https://www.linkedin.com/in/npaladino/
In this wrap-up of our 4-part episode series, "Elevating to the C-Suite,” we distill the key insights from our conversations with digital leaders who have mastered the art of removing digital friction. In this special episode, co-hosts Chuck Moxley and Nick Paladino chat with Frictionless Experience producer Dom Costa about the most essential takeaways. Listeners will learn:1. Quantifying impact is crucial: Successful digital leaders tie friction removal to revenue gains or cost savings to justify investment.2. Unifying teams is essential: Aligning cross-functional teams, especially design, engineering, and product, drives impactful changes in user experience.3. The voice of the customer is paramount: Understanding and addressing customer pain points is key to creating truly frictionless experiences.4. Context matters more than metrics alone: Looking beyond surface-level data to understand user behavior and intent is critical for meaningful improvements.5. Brand-specific experiences trump competitor comparisons: Focus on creating experiences tailored to your unique customer base rather than simply mimicking competitors.Featured guests from the series include:-Scott Smith, former Product Director of Organic Growth and Discovery at FanDuel-Shawn Sheely, former VP, Head of Experience in Technology at U.S. Bank-Catherine Gignac, Director of Digital Experience Design at American Eagle-Vijay Jayaraman, Senior Director of Product Management at Walmart Connect with us on LinkedIn: Chuck Moxley: https://www.linkedin.com/in/chuckmoxley/Nick Paladino: https://www.linkedin.com/in/npaladino/Dom Costa: https://www.linkedin.com/in/dominickcosta/
Error 404. The never-ending loading spiral. Page cannot be reached. A popup with a minuscule exit button.These messages frustrate users. Technical delays like these, cause friction — stopping or slowing a user from reaching their desired goal. Nick and Chuck explore how companies usually aim to reduce customer friction to create a seamless, easy experience. Buy lengthy and complex processes may require companies to intentionally add friction to educate, protect, or inform their customers throughout the workflow. Join us as we discuss:What friction is, and examples of experiences with frictionRemoving friction for seamless UXIntentional friction: when to add steps to the workflow to improve CXConnect with us on LinkedIn: Nick Paladino: https://www.linkedin.com/in/npaladino/Chuck Moxley: https://www.linkedin.com/in/chuckmoxley/LinkedIn Articles and Posts We Discussed in this Episode: Why Intentional Friction is Important to Build Into the User JourneyThe Dynamic Between Friction & UsabilityUsing Friction to Drive Sales
In this episode of The Frictionless Experience, hosts Chuck and Nick chat with Naveen Gunti, VP and Head of Logistics, Digital, and Technology at American Eagle Outfitters Inc. Naveen shares his extensive background in e-commerce and digital technology across various global markets and the complexities of adapting American Eagle's brand and operations to different cultural, linguistic, and market conditions, emphasizing the importance of localized content and customer-centric strategies.Get ready to:Learn the importance of adapting a brand’s identity and operations to match the cultural and consumer specifics of different international markets.Gain insights into how to effectively reduce friction by aligning digital experiences with local consumer behaviors and preferences.Discover the critical role of technology in enhancing both digital and physical shopping experiences to meet regional needs effectively.
In this episode, Chuck and Nick chat with Michael Hinshaw, a recognized leader in digital customer experience and author of Experience Rules. Michael shares his insights from decades of helping companies like Intel and Microsoft enhance their customer interactions — both digital and physical — and how businesses can effectively reduce friction and even misunderstandings in their service offerings. Check out Michael’s website: mcorp.cx
In this episode, hosts Chuck Moxley and Nick Paladino chat with Scott Smith, product director of Organic Growth & Discovery at FanDuel about optimizing mobile experiences for consumer engagement. An expert in mobile optimization, Scott shares his thoughts on the evolving landscape of digital marketing, the challenges of mobile app optimization, and strategies to enhance user experience without increasing complexity. Listeners will learn:The importance of reducing anxiety and friction at every stage of the customer journey, from discovery through conversion.Why a great mobile web experience often trumps an app, despite what executives may think.How quantifying friction through data analysis is crucial to get buy-in for digital experience improvements.
From the initial scribbles on a blank page to leading a UX/UI design team, Catherine Gignac, Director of Digital Experience Design, shares her journey at American Eagle Outfitters in creating seamless digital experiences.In this episode of a 4-part series, Elevating to the C-Suite, Catering talks about Continuous Experience Optimization (CEO), as we explore how a deep understanding of brand identity and meticulous design integration can lead to substantial business outcomes and customer loyalty.Listeners will learn:How ongoing testing and adaptations in UX design lead to improved customer interactions and business performance.The importance of integrating aesthetic elements with functional design to enhance user engagement without compromising the brand’s essence.The impact of A/B testing culture on decision-making and project prioritization, offering insights into aligning business goals with user expectations.Connect with Catherine on...jointheretreat.comLinkedInInstagram
In this episode, Shawn Sheely, the former VP Head of Experience Technology at U.S. Bank, joins us in our CXO series to talk about Continuous Technology Optimization (CTO). Sean shares invaluable insights on breaking down silos for clear communication between design and engineering teams, establishing a consistent Design System, and measuring accessibility as a crucial metric of success. We also discuss the importance of adaptability, resourcefulness, and teamwork when unexpected challenges arise. The episode highlights how creative resource allocation, effective communication, and a unified team approach can lead to successful outcomes. Listeners will learn…How to allocate resources efficiently and prioritize tasks when time is limited.Ways to build a strong communication framework to ensure team alignment during rapid changes.Strategies to encourage flexibility and adaptability among teams to handle last-minute adjustments.
From saving Valentine's Day with last-minute flower deliveries to ensuring your picnic continues uninterrupted with snacks delivered via drone, Walmart redefines convenience. We discuss with Vijay Jayaraman, Senior Director of Product at Walmart eCommerce, how these strategies are implemented across 4500 stores to create seamless, memorable customer experiences.In this episode of a new 5-part series, Elevating to the C-Suite, Vijay talks about Continuous Digital Optimization (CDO), strategies for eliminating customer friction, evolving with customer needs, and harnessing technology and insights to revolutionize the customer experience.Listeners will learn:How Walmart leverages its extensive store network to facilitate same-day deliveries, offering solutions that exceed traditional online shopping expectations.The impact of advanced technologies like drone deliveries on everyday convenience, and how these innovations are integrated into Walmart's customer service strategy.Strategies Walmart employs to handle potential disruptions and ensure a seamless return process, enhancing overall customer satisfaction and loyalty. 
In this episode of The Frictionless Experience, we dive into the world of digital analytics, data-driven storytelling,  and personalization with Jared Miller, Senior Director of Web Analytics and Personalization at Kendra Scott.Jared shares his expertise in harnessing the power of data to unveil the stories that lead to impactful digital transformations, create better user experiences, and generate incremental revenue. Discover how Kendra Scott optimizes the online shopping experience through strategic personalization, A/B testing, and a focus on creating seamless customer journeys. Join us as we…Learn how to leverage data analytics for deeper customer insights and enhanced digital experiences.Explore the importance of personalization in building customer loyalty and increasing engagement.Uncover the secrets behind successful testing programs that lead to innovation and revenue gains.
In this episode of The Frictionless Experience, we’re joined by Jean-Louis Hé, the Director of Digital & E-Commerce at Yves Saint-Laurent (YSL) to discuss how he is revolutionizing the online experience for YSL consumers. From crafting YSL's digital storefronts to using design to bridge the physical and digital, Jean-Louis shares his unique insights on the evolution of web design, the importance of creating emotional connections through digital experiences, and the future of eCommerce. From hot topics like gaming, bitcoin, and NFTs to practical ideas for building trust and loyalty, this episode covers it all.Join us as we discuss:Cutting-edge strategies for eCommerce growth Integrating emerging tech with storytelling to connect with consumersHow brands like YSL are reshaping retail and creating seamless phygital experiences.
How do we place value on the frictionless experience—and, in turn, measure its true worth?In this week’s episode, we welcome Amir Rozenberg, who has years of experience in project management and development—and who has thought deeply about how success in designing a frictionless user experience translates through business metrics. Amir shares his thoughts on the importance of prioritizing the user experience in product development, as well as the many tangible and intangible benefits of doing so.Join us as we discuss:Why a frictionless product is just as important as the quality of the product itselfHow metrics representing user experience can be tied to business goals and metricsWhat we gain from rethinking the concept of “done” and rejecting the idea of MVP (minimum viable product)The importance of presenting the user experience in tangible and approachable ways
“My first way of learning is to go sit with the customer and learn from them”Amit Singh, Associate Vice President of B2B Distribution Transformation and Digital Adoption at Verizon, joins us on The Frictionless Experience.With a unique customer-centric, data-driven background and deep expertise in digital and multi-channel B2C and B2C domains, Amit shares how he’s successfully created cross-channel digital experiences that enable multi-billion dollar business transformations.From understanding the customer needs early on to optimizing the post-purchase journey, discover his secrets on how to effectively create a seamless experience that’s not only good for your customers but also accelerates business growth.Join us as we discuss:Unlocking the potential for business growth without escalating costs.Minimizing friction across all customer journeys (physical, digital, and phygital)Driving significant transformation through customer-listening and data analysisCreating a company culture for ongoing optimization and success
“What is friction costing you?”In this special "best of" episode of The Frictionless Experience, Chuck Moxley and Nick Paladino are joined by our very own Adam Wood from Blue Triangle to discuss highlights from 'The Friction Five.'Our hosts recap this season's series on the five friction forces (Marketing, Seasonality, Functionality, Design, and Speed) impacting your customers' digital experiences, sharing their favorite moments and guest insights.Listen in as The Frictionless Experience team breaks down industry leaders' best advice on overcoming friction and strategies to create frictionless user experiences that drive conversions, revenue, and customer trust and loyalty.Catch up on each episode in "The Friction Five' series:Marketing: Driving Demand to Crush Your Marketing KPIsSeasonality: The Significance of Seasonality in Online Shopping ExperiencesFunctionality: Minimizing Customer Friction for Maximum LoyaltyDesign: Elevating Customer Experience and Business Value Through DesignSpeed: Why Speed Alone Doesn’t Make Experiences Frictionless[4:40] Mark Friedman: “Driving more revenue with marketing.”[10:32] Mark Friedman: “Spending your advertising dollars”[17:37 ] Mike Lively: “Understanding seasonality’s influence” [23:28] Mike Lively: “Measuring the user experience”[32:36] Mike Shady: “Truly understand your customer’s experience”[47:35] Paul Stonick: “Design-lead thinking”[52:24] Ken Goldshvartz: “Blending the physical & digital experience”[55:45] Paul Stonick: “Creating value in design”[1:03:44] Ken Goldshvartz: “Speed isn’t everything”[1:11:15] Ken Goldshvartz: “The role of tags”
In this episode, Jason Abdo, Senior Manager of Product Management at HD Supply, a wholly owned subsidiary of The Home Depot, joins us in The Frictionless Experience studio.Jason is the founder and CEO of Product Protege, an educational community for individuals, teams, or businesses venturing into digital product management, and author of The Product Protege Guide: The Art of Product Management for E-Commerce and Beyond, the Founder of Product Protege.With over 15 years of eCommerce product management experience for leading brands, including Carter’s, Oshkosh B’Gosh, Home Depot, and Cox Automotive, Jason is known for demystifying the product creation journey.Jason shares his frictionless product management framework to continuously create 10-star customer experiences that wow users and fuel business growth.Join us as we discuss:Making the magic of product management accessible to everyoneUsing metrics and KPIs to better understand product performance.Leveling up how to create and optimize your digital products.Uncovering new opportunities for mobile app experiences.
“Design is not just what it looks like and feels like. Design is how it works.”— Steve JobsIn this episode, Geoffrey Colon, Senior Director of Digital Marketing at Dell, joins us in The Frictionless Experience studio.With over 15 years of experience thriving at the intersection of marketing, tech, and pop culture, Geoff is the definition of a Disruptive Marketer and Data Punk. He successfully pushes the boundaries of data-driven design to create inspiring and frictionless user experiences.Geoff shares how companies can harness the dynamic duo of analytics and creativity to go above and beyond customer expectations, strip away friction, and achieve radical results. Join us as we discuss: Where companies are falling flat when it comes to designing user experiences.Going outside of your comfort zone to experiment with unconventional ideas.Understanding the unique needs of your customers and how they buy.Optimizing versus reimaging user-centric digital experiences.Humanizing customer experiences to build trust and loyalty.
Increase Productivity and Unlock the Power of a Frictionless Employee Experience.In this episode of The Frictionless Experience, we have the pleasure of hearing from Dennis Perpetua, Global CTO of Digital Workplace Services at Kyndryl.With a workforce of 90,000 employees, Dennis knows the employee experience has to be top of mind in leading a large organization. Why? Because there is a causal relationship between employee experience and customer experience.Dennis shares his decades’ long expertise and findings on how the employee experience correlates to productivity, financial performance, and overall business metrics. Dennis takes us through his approach to improving the employee experience and what aspects you should focus on to create a digital workplace that enables customer success and leads to financial growth. Join us as we discuss:Prioritizing the employee experience for business successEliminate friction in the employee experience for a more productive workplaceConvincing C-Suite leadership to invest in the employee experienceUsing AI as a way to improve both the Consumer and Employee Experiences
On this episode of The Frictionless Experience, Joe Walker, Head of B2C Marketing Analytics and Data Platforms at Equifax, lets us in on his secret to removing digital friction and going from disbelief to changing minds with unbelievable data.Joe shares his experience crunching data, leveraging technology, and the power of curiosity to create, collaborate, and innovate within an organization.We discuss the journey of unraveling data and key metrics, and the importance of testing, to overcome skepticism in data and convince leadership to rally behind the user experience.Learn how keen attention to “unknown unknowns” (unseen friction with far-reaching impact) can overhaul your digital performance and supercharge the customer experience. Joe also reveals crucial instances where detailed data analyses have worked wonders, which include website optimization and major updates to single web pages that significantly impacted revenue. Join us as we discuss:Using data to uncover unknown issues, informing leadership, and strategic planning.The importance of tracking the customer journey.The need for a personalized, automated approach to digital experience.Instilling a culture of curiosity in your workspace and the urgency of always asking “why”.
If you are not finding pain points and understanding the user experience, then you’re basically throwing up a Hail Mary when it comes to having a successful user experience. In this episode of The Frictionless Experience we have the pleasure of hearing from Paul Stonick, Vice President of SCADpro at Savannah College of Art and Design. Paul walks us through how to create innovative, user-centric experiences through high-impact Design, one of the Five Friction Forces. Paul discusses SCADpro, a program where exceptionally talented students and industry professionals find creative and inventive design solutions to real-world business challenges for some of the world’s most influential brands, including Google, Amazon, Apple, Uber, and Chick-fil-A. The conversation continues sharing different examples of brand creative, visual and UX design delivering compelling, frictionless experiences and significant business value. Blending physical and digital (i.e. kiosks, mobile apps, curbside pick-up), we discuss what “phygital” means in the customer experience, and provide examples and strategies so you can propel your customer experience.Join us as we discuss:The future of “phygital” to create meaningful, frictionless customer experiences.The crucial role of strategic design to foster user trust and business success.The essential ingredients to encourage unconventional design thinking in corporate environments for brands of all sizes, across any industry.
Great deals are happening online during Black Friday or Cyber Monday, but the BEST deals are actually happening during other parts of the year. In this episode of The Frictionless Experience we have the pleasure of hearing from Mike Lively, Senior Vice President of Engineering at Slickdeals. Mike walks us through the significance of Seasonality, one of the Five Friction Forces, in the online shopping experience.With over 10 million monthly users, Slickdeals ranks among the top 10 most-visited sites during peak shopping seasons like Black Friday and Cyber Monday. With so much site volume and business at stake, Mike preaches load testing, monitoring, and preparation to continuously optimize the customer experience, not only during seasonal bursts, but consistently throughout the year.Mike shares the proactive strategies his team has mastered to prepare with other departments in the company for peak periods and how they leverage testing and user behavior analysis to create personalized, frictionless experiences.Join us as we discuss:How retailers and eCommerce sites can get ready for holiday and seasonal shopping days, like Black Friday, Cyber Monday, and Amazon Prime Day. Ways to prevent third-party tags from causing costly performance issues and customer friction to ensure reliable user experiences.The value of ongoing testing and planning to convert more visitors and retain customers throughout the entire year. The significance of Core Web Vitals in optimizing website performance and user experiences.
If you don't know where you're going to spend your next marketing dollar, then you don't fully understand your business. In this episode of The Frictionless Experience, we have the pleasure of hearing from Mark Friedman, an expert in digital and eCommerce strategy and host of The Marketing Playbook podcast. With an impressive background working with and consulting for renowned direct-to-consumer brands, including Eddie Bauer, Brooks Brothers, Steve Madden, Speedo, Calvin Klein and Hanover Direct., we dive deep into Marketing, one of the Five Friction Forces, and its impact on the customer experience.Mark takes us through his fascinating career journey, how he’s revolutionized marketing and business strategies for the digital age and drives eCommerce demand.Join us as we discuss:Tracking marketing performance and attribution in today’s multi-channel environment.Challenges and opportunities to handle peak traffic periods and optimize customer lifetime value.Implications of heavy promotions on customer perception and the friction that can arise in the return process.Key insights on directing website traffic, load testing, and the significance of post-order monetization and customer retention efforts
Is it more important to quickly execute site speed optimizations or focus on getting them right before launch for a better customer experience?Join us and Kenny Goldshvartz, Digital Strategy and Solutions guru at Wyndham Hotels & Resorts, as we dive into how he approaches Speed, one of the Five Friction Forces in digital experiences.According to Kenny, site performance is not just about Speed, but about balancing the Five Friction Forces and reducing digital friction to create seamless, reliable experiences. We explore the impact of Speed on bookings (a critical metric in the tourism and hospitality space to maximize occupancy rates and average booking value), the customer journey, and conversion rates. Come along as we discuss:Measuring friction, site performance, and user experience through A/B Testing, Core Web Vitals, and analytics.Evaluating different experiences on desktop and mobile, and the challenges of blending digital and physical experiences to meet customer expectations.Working together across an organization to identify and resolve friction, turning finger-pointing into transparent cross-team collaboration.If you enjoyed Part 2: Speed in our series on the Five Friction Forces, stay tuned for Part 3: Marketing.
Have you ever encountered a usability or functionality issue on your website or app that caused a customer to abandon the page?Join us and industry rockstar, Mike Shady, former Senior Vice PResident of Online for Lowe’s, as we tap into his extensive omni-channel retail and eCommerce experience delivering significant business growth and customer loyalty improvements. We explore how Usability and Functionality, one of the Five Friction Forces in digital experiences, affects customers transacting on your site and mobile app. Mike shares the many successes, and trials and tribulations, of growing a prominent online business by billions of dollars, adding thousands of functionality improvements, and establishing the company as a leader in home improvement.Join us as we discuss:Creating frictionless digital and physical shopping experiences for customers by using a customer-first mentality.The importance of aligning actions with customer needs to avoid costly ripple effects hurting conversions and brand reputation.Delivering on promises made online and ensuring the overall experience meets customer expectations to maintain customer loyalty.If you enjoyed Part 1: Usability and Functionality in our series on the Five Friction Forces, stay tuned for Part 2: Speed.
Join co-host Nick Paladino and Chuck Moxley for The Frictionless Experience. This podcast delves deep into the world of user-centric enchantment to revolutionize your digital success. We’ll talk about what digital friction is, why it's important to eliminate it, and how to identify friction so that you can get rid of it. Because life is too short for slow websites and clunky user interfaces.Thanks for tuning in to The Frictionless Experience, brought to you by Blue Triangle—the podcast where we give you tools to slay the digital friction standing between you and your customers. Never miss an episode; subscribe wherever you listen to podcasts. Want to learn more about The Frictionless Experience? Check out our blog. Connect with Chuck Moxley and Nick Paladino on LinkedIn.
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