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
    Más Menos
    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
    Más Menos
    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
    Más Menos
    49 m
  • Coffee, Convenience and Conversion: Reducing Friction on Mobile Ordering Apps with Adam Candela (ex-Dunkin', Staples)

    Coffee, Convenience and Conversion: Reducing Friction on Mobile Ordering Apps with Adam Candela (ex-Dunkin', Staples)
    Mar 10 2025
    What if creating frictionless digital experiences isn't just about making things easier, but finding the perfect balance between ease and profitability?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Adam Candela, former Director of Digital Retail and Digital Marketing at Dunkin' Brands. With over 25 years of digital experience including roles at BJ's Wholesale Club and Staples, Adam shares insights on balancing frictionless experiences with business objectives, building effective digital teams, and avoiding the pitfalls of over-automation.

    Lessons from this episode:

    1. Balance customer convenience with profitability by maintaining strategic friction points that create opportunities for additional value and sales.

    2. Encourage innovation within teams by practicing humility as a leader and creating safe spaces for all team members to contribute ideas.

    3. When implementing digital initiatives, focus first on solving the right problem rather than rushing to quick solutions that might miss the mark with customers.

    Want more tips and strategies to create frictionless user experiences?

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

    —

    Adam's LinkedIn: https://www.linkedin.com/in/adamcandela/

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

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

    Chapters:
    (00:00) Introduction
    (02:15) Defining Frictionless Digital Experiences
    (04:45) Challenges of Order-Ahead Technology
    (07:15) Balancing Convenience with Business Needs
    (08:45) Location-Based Notifications and Personalization
    (12:15) Social Engineering in Digital Design
    (15:45) When Frictionless Hurts Profitability
    (21:15) Balancing Automation and Personalization
    (27:00) Internal Friction and Team Dynamics
    (32:00) Avoiding the "Hippo" Effect in Meetings
    (35:00) Common Misconceptions About Digital Experiences
    (38:30) Conclusion
    Más Menos
    42 m
  • Pedaling into E-commerce: Nora Arzoumanian’s Specialized Bicycle Components Journey

    Pedaling into E-commerce: Nora Arzoumanian’s Specialized Bicycle Components Journey
    Feb 24 2025
    What if launching e-commerce for an established retail brand isn't just about going digital, but about fundamentally transforming your business culture?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Nora Arzoumanian, Former E-commerce and Digital Marketing Director at Specialized Bicycle Components. Drawing from her experience launching Specialized's Canadian e-commerce platform during post-pandemic inventory challenges, Nora shares invaluable insights on building an online presence while balancing brick-and-mortar relationships, managing inventory allocation, and evolving influencer marketing strategies.

    In This Episode:
    1. When launching e-commerce in an established retail business, focus on long-term commitment and educate internal stakeholders with data to overcome resistance to change.
    2. Start influencer marketing with quality over quantity - work with fewer, highly engaged partners who truly understand your brand rather than casting a wide net.
    3. For luxury brands, maintain brand value by focusing on your core market rather than trying to serve every price point and customer segment.
    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!

    https://www.thefrictionlessexperience.com/frictionless

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    Specialized Bicycle Components Website: https://www.specialized.com
    Nora's LinkedIn: https://www.linkedin.com/in/noraarzoumanian/
    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

    Chapters:
    (00:00) Introduction
    (01:10) Launching E-commerce Post-Pandemic
    (04:50) Canadian E-commerce Challenges
    (08:25) First Steps in Building E-commerce
    (10:50) Bike Purchase Process
    (12:55) Canadian Market Localization
    (14:35) Managing Inventory Challenges
    (17:05) Omnichannel Experience Development
    (21:55) Understanding Customer Education
    (24:05) Brand Strategy and Market Focus
    (27:35) Influencer Marketing Evolution
    (33:30) Internal Friction in Digital Transformation
    (37:12) Episode Recap
    Más Menos
    39 m
  • From Minimum Viable Product to Minimum Lovable Product with CARFAX's Nakul Goyal

    From Minimum Viable Product to Minimum Lovable Product with CARFAX's Nakul Goyal
    Feb 10 2025
    What if creating frictionless digital experiences wasn't about removing all friction, but adding the right friction at the right time?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Nakul Goyal, VP of Growth at CARFAX. With over two decades of experience, including roles at TripAdvisor and Berkshire Hathaway's Oriental Trading Company, Nakul shares his passionate approach to building high-performing teams, measuring ROI, and evolving products from simple solutions to comprehensive platforms that customers love.

    In this episode
    1. Build high-performing teams by focusing on the right people, clear goals, established rituals, and continuous feedback through radical candor.
    2. Instead of eliminating all friction, focus on implementing the right friction in the right places to build user trust.
    3. Calculate ROI by looking beyond direct costs to include the full investment of team time and resources.
    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!

    CARFAX Website: https://www.carfax.com/

    Nakul’s Email: NakulGoyal@gmail.com

    Nakul’s LinkedIn: https://www.linkedin.com/in/nakulgoyal/

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

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

    Chapters:
    (00:00) Introduction to Friction and Digital Growth
    (01:48) Eliminating Friction in Digital Growth
    (02:50) Building Trust with the Right Friction
    (06:50) CARFAX’s Evolution
    (13:27) The Importance of Staging Environments
    (17:25) Future of Digital Experience and Testing
    (24:44) Cultivating High-Performing Teams
    (29:14) The Importance of Radical Candor
    (33:38) ROI Mindset
    (38:15) Balancing MVP and MLP
    (44:14) Conclusion
    Más Menos
    47 m
  • The Mistakes That Can Ruin Your Product Launch

    The Mistakes That Can Ruin Your Product Launch
    Jan 27 2025
    What are the biggest product marketing missteps that can derail your strategy, and how can you avoid them for greater success?

    Join hosts Chuck Moxley and Nick Paladino as they dive into the common pitfalls in product marketing and the lessons learned from them. Chuck and Nick explore how missteps like misaligned messaging, poor market fit, and a lack of customer insight can impact even the best-laid plans.

    In this Episode:
    • The critical role of customer understanding and market research.
    • How the disconnect between product management and marketing can derail launches.
    • Break down of real examples of product marketing fails, and the takeaways for your strategy.

    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
    Más Menos
    26 m
  • Why Conversion-First Thinking Is Hurting Your Brand’s Future with The Good’s Jon MacDonald

    Why Conversion-First Thinking Is Hurting Your Brand’s Future with The Good’s Jon MacDonald
    Jan 13 2025
    What if your website could do more than just convert—it could create a seamless digital experience that keeps customers coming back?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Jon MacDonald, founder of The Good and Author of Behind the Click. With a portfolio of global brands including Adobe, Nike, and the Economist, Jon shares his top strategies for optimizing digital experiences. Plus, Jon opens up about his journey as an entrepreneur and lessons learned along the way.

    In this Episode:
    1. Why DEO is replacing CRO and how to avoid common digital mistakes.
    2. Key takeaways from Behind the Click, including overcoming customer biases and barriers.
    3. Actionable tips for site optimization, from streamlining checkout to addressing annoying pop-ups.
    4. A breakdown of the psychology behind customer decision-making.

    Want a copy of Jon’s new book Behind the Click? Get 50% off when you order from thegood.com/btc using the code BTCPODCAST50.

    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!
    Más Menos
    1 h y 1 m
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