The Frictionless Experience
Blue Triangle
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!
Episodes
Mentioned books
10 snips
Jul 15, 2024 • 27min
Fact or Friction: Can Intentional Friction Be a Good Thing?
Nick and Chuck dive into the concept of intentional friction in user experiences, discussing when to add steps for education or protection. They explore examples like one-click checkout and engaging users with terms and conditions to improve decision-making.
28 snips
Jul 1, 2024 • 44min
How to Expand Global eCommerce with Naveen Gunti of American Eagle Outfitters
Join Chuck and Nick as they chat with Naveen Gunti, VP at American Eagle Outfitters, about global eCommerce. They discuss the challenges of adapting brand identity to different markets, reducing friction with localized content, and the role of technology in enhancing shopping experiences. Discover insights on customer-centric strategies and the importance of cultural adaptation in international expansion.
31 snips
Jun 24, 2024 • 54min
Click, Tap, Fail: A Friction-Free Framework for Better CX
Michael Hinshaw, a digital customer experience leader, shares insights on reducing friction in customer interactions. Topics include touch point mapping, last mile issues, complete customer journey, and enhancing experiences through logic and data analysis.
25 snips
Jun 18, 2024 • 53min
Clicks to Conversions: Optimizing the mobile user experience with Scott Smith of FanDuel
Product director Scott Smith from FanDuel discusses optimizing mobile experiences for consumer engagement. Topics include reducing anxiety and friction, the superiority of mobile web over apps, and the significance of data analysis for digital experience improvements.
35 snips
Jun 11, 2024 • 58min
Perfecting Digital UX Design for Maximum Impact with Catherine Gignac from American Eagle Outfitters
Join Catherine Gignac from American Eagle Outfitters as she discusses Continuous Experience Optimization (CEO) and the impact of ongoing testing in UX design on customer interactions and business performance. Discover the importance of integrating aesthetic elements with functional design to enhance user engagement while maintaining brand essence. Gain insights into the impact of A/B testing culture on decision-making and prioritization, aligning business goals with user expectations.
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.
