The Frictionless Experience
Welcome to The Frictionless Experience, the podcast where we lay waste to digital friction. This podcast is for leaders who want more out of their existing online presence. Join us for conversations with innovative leaders and industry experts who refuse to settle for mediocrity in the digital realm! Get ready for practical wisdom that will transform your user's experience and help you drive maximum customer loyalty and revenue from your website and mobile app. If you're seeking advice and strategies that could only come from a community of digital experience savants, then you’ve come to the right place. Welcome to The Frictionless Experience!
Latest episodes
15 snips
Jun 4, 2024 • 51min
Creating a Design System to Reduce User Experience Friction with Shawn Sheely from US BANK
Former VP Head of Experience Technology at U.S. Bank, Shawn Sheely, shares insights on breaking down silos between design and engineering teams, establishing a consistent Design System, and measuring accessibility. The discussion highlights resource allocation, communication frameworks, and team adaptability for successful outcomes.
19 snips
May 20, 2024 • 41min
How to Revolutionize Customer Experiences with Vijay Jayaraman from Walmart
Vijay Jayaraman, Senior Director of Product at Walmart eCommerce, discusses Walmart's customer experience strategies, including same-day deliveries and drone services. They cover seamless return processes, leveraging technology like drones for convenience, and ensuring customer satisfaction and loyalty through innovative solutions.
14 snips
Apr 29, 2024 • 49min
Embracing Data Storytelling and Personalization to Increase Revenue with Jared Miller from Kendra Scott
Jared Miller, Senior Director of Web Analytics and Personalization at Kendra Scott, shares insights on data-driven storytelling, personalization, and revenue generation strategies. Topics include leveraging data analytics for customer insights, enhancing digital experiences through personalization, and successful testing programs for innovation and revenue gains.
17 snips
Apr 15, 2024 • 48min
Embracing Emerging Tech to Revolutionize User Experiences with Jean-Louis Hé from Yves Saint-Laurent
Jean-Louis Hé, Director of Digital & E-Commerce at Yves Saint-Laurent, discusses cutting-edge eCommerce growth strategies, integrating tech with storytelling, and reshaping retail for seamless phygital experiences. Topics include emerging tech like NFTs, bitcoin, and building trust and loyalty through digital experiences.
11 snips
Apr 1, 2024 • 44min
Quantifying the Cost of Friction in User Experience to Drive Strategic Priorities with Amir Rozenberg of Capital One
Amir Rozenberg discusses the importance of prioritizing user experience in product development and tying it to business metrics. Topics include the value of a frictionless product, rejecting the idea of MVP, and presenting user experience in tangible ways.
17 snips
Mar 18, 2024 • 40min
How to Double Your Sales by Putting the Customer First with Amit Singh from Verizon
Learn how Amit Singh from Verizon doubles sales by putting the customer first. Explore creating frictionless customer journeys, optimizing digital experiences, and driving business growth through customer listening and data analysis.
19 snips
Mar 4, 2024 • 1h 20min
The Friction Five: How to Identify & Eliminate Friction in Your Digital Experience
The podcast discusses the impact of marketing, seasonality, functionality, design, and speed on digital experiences. Guests share insights on driving revenue, understanding user experience, and blending physical and digital elements. Key topics include marketing KPIs, overcoming friction, and creating frictionless user experiences.
20 snips
Feb 19, 2024 • 45min
Mastering the Art of Product Management with Jason Abdo from HD Supply
Jason Abdo, Senior Manager of Product Management at HD Supply, talks about making product management accessible to everyone, using metrics to understand product performance, creating and optimizing digital products, and uncovering opportunities for mobile app experiences. The discussion also dives into the dynamics of web vs. native apps, embracing change for long-term success, balancing user experience with business priorities, and exploring product management as a career.
22 snips
Feb 5, 2024 • 56min
Design & Data: The Unexpected Power Couple with Geoff Colon from Dell
Geoff Colon, Senior Director of Digital Marketing at Dell, discusses the power of data-driven design and its impact on user experiences. Topics include: designing user experiences, experimenting with unconventional ideas, understanding customer needs, optimizing user-centric digital experiences, and humanizing customer experiences to build trust and loyalty.
Jan 22, 2024 • 44min
Putting People First: Prioritizing the Employee Experience for Business Success with Dennis Perpetua of Kyndryl
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 relationship between employee experience and customer experience.Dennis shares his decades’ long expertise and findings on how the employee experience correlates to productivity, financial performance, and overall business metrics. Dennis takes us through his approach to improving the employee experience and what aspects you should focus on to create a digital workplace that enables customer success and leads to financial growth. Join us as we discuss:Prioritizing the employee experience for business successEliminate friction in the employee experience for a more productive workplaceConvincing C-Suite leadership to invest in the employee experienceUsing AI as a way to improve both the Consumer and Employee Experiences
