Episodios

  • Creating a Design System to Reduce User Experience Friction with Shawn Sheely

    Creating a Design System to Reduce User Experience Friction with Shawn Sheely
    Jun 4 2024
    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.
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    51 m
  • How to Revolutionize Customer Experiences with Vijay Jayaraman from Walmart

    How to Revolutionize Customer Experiences with Vijay Jayaraman from Walmart
    May 20 2024
    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.
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    41 m
  • Embracing Data Storytelling and Personalization to Increase Revenue with Jared Miller from Kendra Scott

    Embracing Data Storytelling and Personalization to Increase Revenue with Jared Miller from Kendra Scott
    Apr 29 2024
    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.
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    49 m
  • Embracing Emerging Tech to Revolutionize User Experiences with Jean-Louis Hé from Yves Saint-Laurent

    Embracing Emerging Tech to Revolutionize User Experiences with Jean-Louis Hé from Yves Saint-Laurent
    Apr 15 2024
    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 consumers
    • How brands like YSL are reshaping retail and creating seamless phygital experiences.
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    48 m
  • Quantifying the Cost of Friction in User Experience to Drive Strategic Priorities

    Quantifying the Cost of Friction in User Experience to Drive Strategic Priorities
    Apr 1 2024
    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 itself
    • How metrics representing user experience can be tied to business goals and metrics
    • What 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
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    44 m
  • How to Double Your Sales by Putting the Customer First with Amit Singh from Verizon

    How to Double Your Sales by Putting the Customer First with Amit Singh from Verizon
    Mar 18 2024
    “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 analysis
    • Creating a company culture for ongoing optimization and success
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    40 m
  • The Friction Five: How to Identify & Eliminate Friction in Your Digital Experience

    The Friction Five: How to Identify & Eliminate Friction in Your Digital Experience
    Mar 4 2024
    “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 KPIs
    • Seasonality: The Significance of Seasonality in Online Shopping Experiences
    • Functionality: Minimizing Customer Friction for Maximum Loyalty
    • Design: Elevating Customer Experience and Business Value Through Design
    • Speed: 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”
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    1 h y 20 m
  • Mastering the Art of Product Management with Jason Abdo from HD Supply

    Mastering the Art of Product Management with Jason Abdo from HD Supply
    Feb 19 2024
    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 everyone
    • Using 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.
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    45 m