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 episode

1. Build high-performing teams by focusing on the right people, clear goals, established rituals, and continuous feedback through radical candor.
2. Instead of eliminating all friction, focus on implementing the right friction in the right places to build user trust.
3. Calculate ROI by looking beyond direct costs to include the full investment of team time and resources.

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CARFAX Website: https://www.carfax.com/

Nakul’s Email: NakulGoyal@gmail.com

Nakul’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