Episodios

  • Series Wrap Up: Elevating Friction to the C-Suite

    Series Wrap Up: Elevating Friction to the C-Suite
    Jul 29 2024
    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/
    Más Menos
    1 h
  • Fact or Friction: Can Intentional Friction Be a Good Thing?

    Fact or Friction: Can Intentional Friction Be a Good Thing?
    Jul 15 2024
    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 friction
    • Removing friction for seamless UX
    • Intentional friction: when to add steps to the workflow to improve CX
    Connect 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 Journey
    • The Dynamic Between Friction & Usability
    • Using Friction to Drive Sales
    Más Menos
    27 m
  • How to Expand Global eCommerce with Naveen Gunti of American Eagle Outfitters

    How to Expand Global eCommerce with Naveen Gunti of American Eagle Outfitters
    Jul 1 2024
    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.
    Más Menos
    44 m
  • Click, Tap, Fail: A Friction-Free Framework for Better CX

    Click, Tap, Fail: A Friction-Free Framework for Better CX
    Jun 24 2024
    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
    Más Menos
    54 m
  • Clicks to Conversions: Optimizing the mobile user experience with Scott Smith of FanDuel

    Clicks to Conversions: Optimizing the mobile user experience with Scott Smith of FanDuel
    Jun 18 2024
    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.
    Más Menos
    53 m
  • Perfecting Digital UX Design for Maximum Impact with Catherine Gignac from American Eagle Outfitters

    Perfecting Digital UX Design for Maximum Impact with Catherine Gignac from American Eagle Outfitters
    Jun 11 2024
    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
    Más Menos
    58 m
  • Creating a Design System to Reduce User Experience Friction with Shawn Sheely from US BANK

    Creating a Design System to Reduce User Experience Friction with Shawn Sheely from US BANK
    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.
    Más Menos
    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.
    Más Menos
    41 m