The Frictionless Experience

De: Blue Triangle
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  • Resumen

  • 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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Ciencia Ciencias Sociales Economía Marketing Marketing y Ventas Política y Gobierno
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Episodios
  • 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)
    Apr 21 2025
    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 m
  • Death by Personalization? The Hidden Cost of Over-Optimized Digital Experiences

    Death by Personalization? The Hidden Cost of Over-Optimized Digital Experiences
    Apr 7 2025
    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/

    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 m
  • What Makes Fossil Group’s Omnichannel Experience Tick with Chayse Joubert (ex-Fossil, McCormick & Co, Whole Foods)

    What Makes Fossil Group’s Omnichannel Experience Tick with Chayse Joubert (ex-Fossil, McCormick & Co, Whole Foods)
    Mar 24 2025
    Time might be Fossil's business, but creating seamless experiences across 65 global markets is their superpower.

    Join hosts Chuck Moxley and Nick Paladino as they talk with Chayse Joubert, Former Senior Director of Digital Transformation at Fossil Group.

    Drawing from his experience launching 65 localized websites in a single year and leading digital innovation for iconic brands like McCormick & Company, Whole Foods, and grocery retailer H-E-B., Chayse shares invaluable insights on creating true omnichannel experiences, building digital shelf excellence, and using AI as a tool rather than a replacement for human expertise.

    Key Takeaways from this episode:
    1. Your customers don't think in channels – they want seamless experiences wherever they engage with your brand.
    2. Global expansion demands more than logistics, it includes navigating country-specific regulations, accounting rules, and cultural nuances.
    3. Treat AI as another tool in your toolkit and not as a job replacement.
    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter below!

    https://www.thefrictionlessexperience.com/frictionless

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    Fossil Group’s Website: https://www.fossilgroup.com/
    Chayse's LinkedIn: https://www.linkedin.com/in/chayse-joubert-20530151/
    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

    Chapters:
    (00:00) Introduction
    (00:42) Football Discussion
    (05:50) Chayse’s Role at Fossil Group
    (09:00) Strategic Growth Planning Process
    (11:00) Watch Talk
    (16:00) Customer-Focused Philosophy
    (19:30) Digital Innovation and Omnichannel Strategy
    (21:10) Digital Shelf Excellence
    (26:00) Social Media as a Sales Channel
    (28:00) Global Website Expansion Challenges
    (32:20) H-E-B Experience and Project Management
    (36:30) Digital Myths: Omnichannel vs Channel Split
    (37:40) AI as a Tool, Not a Replacement
    (43:00) Conclusion
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    49 m
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