Episódios
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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. -
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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 Sorrell
Lenny'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
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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.com
LinkedIn
Instagram -
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 - Mostrar mais
