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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...
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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!
show less
Welcome to The Frictionless Experience!
The Frictionless Experience
The Frictionless Experience
Fact or Friction: Can Intentional Friction Be a Good Thing?
15 JUL 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:
- https://www.linkedin.com/posts/meneksegencer_frictionless-isnt-always-better-when-it-activity-7172677196040318976-Md0I/?utm_source=share&utm_medium=member_desktop
- https://www.linkedin.com/posts/mattschoemaker_userinterface-designthinking-uxcommunity-activity-7125996910540197888--Dbb/
- https://www.linkedin.com/posts/oliveryonchev_how-can-brands-use-friction-to-drive-sales-activity-7175781802161119233-IDKt/?utm_source=share&utm_medium=member_desktop
How to Expand Global eCommerce with Naveen Gunti of American Eagle Outfitters
1 JUL 2024 · In this episode of The Frictionless Experience, hosts Chuck and Nick chat with https://www.linkedin.com/in/naveengunti/, VP and Head of Logistics, Digital, and Technology at https://www.aeo-inc.com/. 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.
Click, Tap, Fail: A Friction-Free Framework for Better CX
24 JUN 2024 · In this episode, Chuck and Nick chat with https://www.linkedin.com/in/mhinshaw/, a recognized leader in digital customer experience and author of https://a.co/d/g8oXJPF. 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
Clicks to Conversions: Optimizing the mobile user experience with Scott Smith of FanDuel
18 JUN 2024 · In this episode, hosts Chuck Moxley and Nick Paladino chat with https://www.linkedin.com/in/scottasmith/, 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.
Perfecting Digital UX Design for Maximum Impact with Catherine Gignac from American Eagle Outfitters
11 JUN 2024 · From the initial scribbles on a blank page to leading a UX/UI design team, https://www.linkedin.com/in/catherinegignac/, 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...
https://www.jointheretreat.com/
https://www.linkedin.com/in/catherinegignac/
https://www.instagram.com/heyitsme_cg/
Creating a Design System to Reduce User Experience Friction with Shawn Sheely from US BANK
4 JUN 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.
How to Revolutionize Customer Experiences with Vijay Jayaraman from Walmart
20 MAY 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 withhttps://www.linkedin.com/in/vijay-jayaraman-88a5081b/ 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.
Embracing Data Storytelling and Personalization to Increase Revenue with Jared Miller from Kendra Scott
29 APR 2024 · In this episode of The Frictionless Experience, we dive into the world of digital analytics, data-driven storytelling, and personalization with https://www.linkedin.com/in/jared-miller-ab362664/, Senior Director of Web Analytics and Personalization athttps://www.kendrascott.com/
Jared shares his expertise in harnessing the power of data to unveil the stories that lead to impactful digital transformations, create better user experiences, and generate incremental revenue. Discover how Kendra Scott optimizes the online shopping experience through strategic personalization, A/B testing, and a focus on creating seamless customer journeys.
Join us as we…
- Learn how to leverage data analytics for deeper customer insights and enhanced digital experiences.
- Explore the importance of personalization in building customer loyalty and increasing engagement.
- Uncover the secrets behind successful testing programs that lead to innovation and revenue gains.
Embracing Emerging Tech to Revolutionize User Experiences with Jean-Louis Hé from Yves Saint-Laurent
15 APR 2024 · In this episode of The Frictionless Experience, we’re joined by https://www.linkedin.com/in/jeanlouishe/, the Director of Digital & E-Commerce at https://www.yslbeautyus.com/ to discuss how he is revolutionizing the online experience for YSL consumers. From crafting YSL's digital storefronts to using design to bridge the physical and digital, Jean-Louis shares his unique insights on the evolution of web design, the importance of creating emotional connections through digital experiences, and the future of eCommerce.
From hot topics like gaming, bitcoin, and NFTs to practical ideas for building trust and loyalty, this episode covers it all.
Join us as we discuss:
- Cutting-edge strategies for eCommerce growth
- Integrating emerging tech with storytelling to connect with consumers
- How brands like YSL are reshaping retail and creating seamless phygital experiences.
Quantifying the Cost of Friction in User Experience to Drive Strategic Priorities with Amir Rozenberg of Capital One
1 APR 2024 · How do we place value on the frictionless experience—and, in turn, measure its true worth?
In this week’s episode, we welcome https://www.linkedin.com/in/amirrozenberg/, who has years of experience in project management and development—and who has thought deeply about how success in designing a frictionless user experience translates through business metrics. Amir shares his thoughts on the importance of prioritizing the user experience in product development, as well as the many tangible and intangible benefits of doing so.
Join us as we discuss:
- Why a frictionless product is just as important as the quality of the product itself
- How metrics representing user experience can be tied to business goals and metrics
- What we gain from rethinking the concept of “done” and rejecting the idea of MVP (minimum viable product)
- The importance of presenting the user experience in tangible and approachable ways
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...
show more
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!
show less
Welcome to The Frictionless Experience!
Information
| Author | Jean Louise O'Sullivan |
| Organization | Sweet Fish |
| Categories | Tech News , Marketing , Social Sciences |
| Website | - |
| marketingops@bluetriangle.com |
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