What if creating frictionless digital experiences isn't just about making things easier, but finding the perfect balance between ease and profitability?
Join hosts
Chuck Moxley and
Nick Paladino as they talk with
Adam Candela, former Director of Digital Retail and Digital Marketing at Dunkin' Brands. With over 25 years of digital experience including roles at BJ's Wholesale Club and Staples, Adam shares insights on balancing frictionless experiences with business objectives, building effective digital teams, and avoiding the pitfalls of over-automation.
Lessons from this episode:
1. Balance customer convenience with profitability by maintaining strategic friction points that create opportunities for additional value and sales.
2. Encourage innovation within teams by practicing humility as a leader and creating safe spaces for all team members to contribute ideas.
3. When implementing digital initiatives, focus first on solving the right problem rather than rushing to quick solutions that might miss the mark with customers.
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Adam's LinkedIn:
https://www.linkedin.com/in/adamcandela/Chuck's LinkedIn:
https://www.linkedin.com/in/chuckmoxley/Nick's LinkedIn:
https://www.linkedin.com/in/npaladino/Chapters:
(00:00) Introduction
(02:15) Defining Frictionless Digital Experiences
(04:45) Challenges of Order-Ahead Technology
(07:15) Balancing Convenience with Business Needs
(08:45) Location-Based Notifications and Personalization
(12:15) Social Engineering in Digital Design
(15:45) When Frictionless Hurts Profitability
(21:15) Balancing Automation and Personalization
(27:00) Internal Friction and Team Dynamics
(32:00) Avoiding the "Hippo" Effect in Meetings
(35:00) Common Misconceptions About Digital Experiences
(38:30) Conclusion
