The Frictionless Experience Blue Triangle

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 frictionRemoving friction for seamless UXIntentional friction: when to add steps to the workflow to improve CXConnect 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: 
Why Intentional Friction is Important to Build Into the User JourneyThe Dynamic Between Friction & UsabilityUsing Friction to Drive Sales

In this episode of The Frictionless Experience, hosts Chuck and Nick chat with Naveen Gunti, VP and Head of Logistics, Digital, and Technology at American Eagle Outfitters Inc. 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.

In this episode, Chuck and Nick chat with Michael Hinshaw, a recognized leader in digital customer experience and author of Experience Rules. 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

In this episode, hosts Chuck Moxley and Nick Paladino chat with Scott Smith, 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.

From the initial scribbles on a blank page to leading a UX/UI design team, Catherine Gignac, 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...
jointheretreat.com
LinkedIn
Instagram

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.