• The Frictionless Experience

  • 著者： Blue Triangle
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The Frictionless Experience

著者： Blue Triangle
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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!
    Blue Triangle
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あらすじ・解説

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!
Blue Triangle
エピソード
  • What Happens When Metrics Drive Bad Behavior with GoPro’s Kacey Sharrett

    What Happens When Metrics Drive Bad Behavior with GoPro’s Kacey Sharrett
    2025/05/05
    Could well-intentioned KPIs actually be driving counterproductive behavior across your digital and physical channels?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Kacey Sharrett, a digital retail expert with over 30 years of experience at major brands like GoPro, Barnes & Nobles, and Toys R Us.

    Kacey brings sharp, behind-the-scenes insights into the realities of omnichannel retail — including a wild story about store associates buying products from competitors just to hit fill-rate KPIs. She unpacks why siloed P&Ls often create more friction than clarity, and how great leadership—not just org charts—sets the tone for truly customer-first strategy.

    As the conversation shifts to DTC and the future of eCommerce, Kacey offers a candid look at the rise of AI agents and what it means when customers stop visiting websites altogether. Her take? Your website is still your most visited “store”—and digital leaders should treat it that way, layering in exclusives, personalization, and reasons to stay.

    Three key learnings from this episode:
    1. Metrics drive behavior — Be thoughtful about the KPIs you set for your teams, as they'll find ways to meet them even if it means counterproductive actions like buying products from competitors to fulfill online orders.
    2. Break down channel conflicts — Instead of fighting over resources, inventory, and pricing between channels, align all teams around converting customers wherever they are, making the entire organization more customer-centric.
    3. Test with purpose — Implement robust AB testing programs to gather data-driven insights about what works, allowing you to optimize experiences and take calculated risks that other channels can't match.
    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!

    https://www.thefrictionlessexperience.com/frictionless/

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    Kacey's LinkedIn: https://www.linkedin.com/in/kaceysharrett/
    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

    Chapters:
    (00:00) Introduction
    (03:00) Digital Optimization Essentials
    (06:15) Defining Optimization in E-commerce
    (08:45) Testing Page Redesigns at GoPro
    (11:45) Understanding Customer Satisfaction
    (14:30) Website Experience vs. Traditional Retail
    (17:15) Using Digital Experience Platforms
    (18:00) The Increasing Complexity of DTC
    (20:45) How AI Agents Will Change Online Shopping
    (22:15) Bridging Online and Offline Experiences
    (24:45) When Fill Rate Metrics Go Wrong
    (26:30) Website as the Most Visited Store
    (28:45) Leadership vs. Organizational Structure
    (31:00) Conclusion
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    33 分
  • Why Innovation Labs Fail and How to Fix Them with Leslie Grandy (Ex-Amazon, T-Mobile, & Best Buy)

    Why Innovation Labs Fail and How to Fix Them with Leslie Grandy (Ex-Amazon, T-Mobile, & Best Buy)
    2025/04/21
    Is the traditional approach to innovation actually creating more friction than breakthrough ideas?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Leslie Grandy, a digital innovation expert with experience at Amazon, Best Buy, and T-Mobile. Leslie shares why innovation labs often fail, creating two classes of employees and alienating those outside the "creative zone." Drawing from her upcoming book "Creative Velocity," she explains how viewing failure as a learning opportunity rather than a setback is essential for fostering creativity across organizations.

    Leslie reveals how an innovation lab's picture frame project at T-Mobile could have sold 10 times more units if operational teams had been brought into the creative process earlier. She explores how lawyers and finance people can be some of the most creative problem solvers when given the right framework and why the biggest myth in business is that creativity is limited to certain roles or departments.

    Main Takeaways from this episode:
    1. Democratize innovation — Innovation labs often create artificial divisions between "creative" and "operational" employees, when creativity should be cultivated across the entire organization.
    2. Reframe failure as learning — Successful creative thinkers see failure not as a loss but as a necessary ingredient for innovation and an opportunity to discover what doesn't work.
    3. Use generative AI as a creative partner — AI can help explore unconventional combinations and solutions when used with structured creative frameworks, expanding your thinking beyond established patterns.

    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/

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    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/
    Leslie's LinkedIn: https://www.linkedin.com/in/leslie-grandy/
    Leslie's Website: https://www.creative-velocity.com/

    Chapters:
    (00:00) Introduction
    (02:45) The Problem with Innovation Labs
    (06:00) Creating Two Classes of Employees
    (08:45) Engineers as Creative Problem Solvers
    (11:30) The T-Mobile Picture Frame Case Study
    (14:45) Hackathons and Idea Prevention
    (17:15) Reframing Negativity as Problem Solving
    (20:30) Curbside Pickup and Digital Transformation
    (25:30) Generative AI as a Creative Partner
    (30:15) Creative Velocity Book Insights
    (34:30) AI and Human Creativity Working Together
    (37:30) The Myth That Creativity Belongs to Certain Roles
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    41 分
  • Death by Personalization? The Hidden Cost of Over-Optimized Digital Experiences

    Death by Personalization? The Hidden Cost of Over-Optimized Digital Experiences
    2025/04/07
    Is our obsession with optimization killing innovation and leading us toward bland, predictable digital experiences?

    Join hosts Chuck Moxley and Nick Paladino as they explore whether we've hit "peak optimization" in digital experiences. Drawing from recent articles about how optimization is affecting everything from streaming platforms to sports, they question whether the relentless pursuit of metrics and KPIs is leading to mindless experiences that prioritize efficiency over extraordinary moments.

    They also dig into the darker side of personalization—how it's often not as personal as we think, frequently wrong, and built more for company KPIs than for actual human delight. From coin-flip gender predictions to missed upsell moments, Chuck and Nick unpack how personalization gone wrong can degrade trust and flatten digital experiences into one-size-fits-all monotony.

    Main Takeaways from this episode:
    1. Challenge optimization — start by considering what value your metrics actually deliver to customers versus what they deliver to your business.
    2. Create space for innovation — Adopt a "winners and learners" mindset where failed experiments provide valuable insights rather than just pursuing guaranteed wins.
    3. Don’t pursue the lowest common denominator through optimization — you might be alienating passionate customer segments who would value unique, differentiated experiences.
    Want more tips and strategies to create frictionless user experiences?

    Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/

    -

    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/

    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

    Is Optimization Ruining Innovation Article: https://medium.com/s/buy-yourself/the-crisis-of-optimality-d259be6ad90b

    Over Optimization Is Killing Everything You Love Article: https://www.wetheblacksheep.com/p/over-optimization-is-killing-everything


    Chapters:
    (00:00) Introduction
    (02:15) Netflix and Over-Optimization
    (04:00) Defining What Optimization Really Means
    (06:00) Sports Analytics and Optimization
    (08:30) Personalization vs. Generic Experiences
    (12:30) The Risk of Hyper-Targeted Recommendations
    (16:15) When Optimized Experiences Fail
    (19:45) How Risk Aversion Stifles Innovation
    (23:45) Creating Extraordinary Experiences
    (27:30) Do Consumers Actually Want Extraordinary?
    (31:00) Conclusion
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    33 分

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