The Frictionless Experience

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...

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 marke...

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 offering...

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 withou...

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 iden...

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 d...

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 ser...

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 gener...

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 importa...

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 us...

“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-ch...

“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 experienc...

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 Managemen...

“Design is not just what it looks like and feels like. Design is how it works.” — Steve Jobs In 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...

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 r...

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...

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 e...

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 shop...

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...

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 Spe...

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...

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. Thank...