In this episode of The Frictionless Experience, we’re joined by Jean-Louis Hé, the Director of Digital & E-Commerce at Yves Saint-Laurent (YSL) 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.

How do we place value on the frictionless experience—and, in turn, measure its true worth?

In this week’s episode, we welcome Amir Rozenberg, 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

“My first way of learning is to go sit with the customer and learn from them”

Amit Singh, Associate Vice President of B2B Distribution Transformation and Digital Adoption at Verizon, joins us on The Frictionless Experience.

With a unique customer-centric, data-driven background and deep expertise in digital and multi-channel B2C and B2C domains, Amit shares how he’s successfully created cross-channel digital experiences that enable multi-billion dollar business transformations.
From understanding the customer needs early on to optimizing the post-purchase journey, discover his secrets on how to effectively create a seamless experience that’s not only good for your customers but also accelerates business growth.

Join us as we discuss:

• Unlocking the potential for business growth without escalating costs.
• Minimizing friction across all customer journeys (physical, digital, and phygital)
• Driving significant transformation through customer-listening and data analysis
• Creating a company culture for ongoing optimization and success

“What is friction costing you?”

In this special "best of" episode of The Frictionless Experience, Chuck Moxley and Nick Paladino are joined by our very own Adam Wood from Blue Triangle to discuss highlights from 'The Friction Five.'

Our hosts recap this season's series on the five friction forces (Marketing, Seasonality, Functionality, Design, and Speed) impacting your customers' digital experiences, sharing their favorite moments and guest insights.

Listen in as The Frictionless Experience team breaks down industry leaders' best advice on overcoming friction and strategies to create frictionless user experiences that drive conversions, revenue, and customer trust and loyalty.

Catch up on each episode in "The Friction Five' series:

• Marketing: Driving Demand to Crush Your Marketing KPIs
• Seasonality: The Significance of Seasonality in Online Shopping Experiences
• Functionality: Minimizing Customer Friction for Maximum Loyalty
• Design: Elevating Customer Experience and Business Value Through Design
• Speed: Why Speed Alone Doesn’t Make Experiences Frictionless

[4:40] Mark Friedman: “Driving more revenue with marketing.”
[10:32] Mark Friedman: “Spending your advertising dollars”
[17:37 ] Mike Lively: “Understanding seasonality’s influence”
[23:28] Mike Lively: “Measuring the user experience”
[32:36] Mike Shady: “Truly understand your customer’s experience”
[47:35] Paul Stonick: “Design-lead thinking”
[52:24] Ken Goldshvartz: “Blending the physical & digital experience”
[55:45] Paul Stonick: “Creating value in design”
[1:03:44] Ken Goldshvartz: “Speed isn’t everything”
[1:11:15] Ken Goldshvartz: “The role of tags”

In this episode, Jason Abdo, Senior Manager of Product Management at HD Supply, a wholly owned subsidiary of The Home Depot, joins us in The Frictionless Experience studio.

Jason is the founder and CEO of Product Protege, an educational community for individuals, teams, or businesses venturing into digital product management, and author of The Product Protege Guide: The Art of Product Management for E-Commerce and Beyond, the Founder of Product Protege.

With over 15 years of eCommerce product management experience for leading brands, including Carter’s, Oshkosh B’Gosh, Home Depot, and Cox Automotive, Jason is known for demystifying the product creation journey.

Jason shares his frictionless product management framework to continuously create 10-star customer experiences that wow users and fuel business growth.

Join us as we discuss:

• Making the magic of product management accessible to everyone
• Using metrics and KPIs to better understand product performance.
• Leveling up how to create and optimize your digital products.
• Uncovering new opportunities for mobile app experiences.

“Design is not just what it looks like and feels like. Design is how it works.”
— Steve Jobs

In this episode, Geoffrey Colon, Senior Director of Digital Marketing at Dell, joins us in The Frictionless Experience studio.

With over 15 years of experience thriving at the intersection of marketing, tech, and pop culture, Geoff is the definition of a Disruptive Marketer and Data Punk. He successfully pushes the boundaries of data-driven design to create inspiring and frictionless user experiences.
Geoff shares how companies can harness the dynamic duo of analytics and creativity to go above and beyond customer expectations, strip away friction, and achieve radical results.

Join us as we discuss:

• Where companies are falling flat when it comes to designing user experiences.
• Going outside of your comfort zone to experiment with unconventional ideas.
• Understanding the unique needs of your customers and how they buy.
• Optimizing versus reimaging user-centric digital experiences.
• Humanizing customer experiences to build trust and loyalty.

Increase Productivity and Unlock the Power of a Frictionless Employee Experience.
In this episode of The Frictionless Experience, we have the pleasure of hearing from Dennis Perpetua, Global CTO of Digital Workplace Services at Kyndryl.

With a workforce of 90,000 employees, Dennis knows the employee experience has to be top of mind in leading a large organization. Why? Because there is a causal relationship between employee experience and customer experience.

Dennis shares his decades’ long expertise and findings on how the employee experience correlates to productivity, financial performance, and overall business metrics.

Dennis takes us through his approach to improving the employee experience and what aspects you should focus on to create a digital workplace that enables customer success and leads to financial growth.

Join us as we discuss:

• Prioritizing the employee experience for business success
• Eliminate friction in the employee experience for a more productive workplace
• Convincing C-Suite leadership to invest in the employee experience
• Using AI as a way to improve both the Consumer and Employee Experiences

On this episode of The Frictionless Experience, Joe Walker, Head of B2C Marketing Analytics and Data Platforms at Equifax, lets us in on his secret to removing digital friction and going from disbelief to changing minds with unbelievable data.

Joe shares his experience crunching data, leveraging technology, and the power of curiosity to create, collaborate, and innovate within an organization.
We discuss the journey of unraveling data and key metrics, and the importance of testing, to overcome skepticism in data and convince leadership to rally behind the user experience.

Learn how keen attention to “unknown unknowns” (unseen friction with far-reaching impact) can overhaul your digital performance and supercharge the customer experience. Joe also reveals crucial instances where detailed data analyses have worked wonders, which include website optimization and major updates to single web pages that significantly impacted revenue.

Join us as we discuss:

• Using data to uncover unknown issues, informing leadership, and strategic planning.
• The importance of tracking the customer journey.
• The need for a personalized, automated approach to digital experience.
• Instilling a culture of curiosity in your workspace and the urgency of always asking “why”.

If you are not finding pain points and understanding the user experience, then you’re basically throwing up a Hail Mary when it comes to having a successful user experience.

In this episode of The Frictionless Experience we have the pleasure of hearing from Paul Stonick, Vice President of SCADpro at Savannah College of Art and Design. Paul walks us through how to create innovative, user-centric experiences through high-impact Design, one of the Five Friction Forces.

Paul discusses SCADpro, a program where exceptionally talented students and industry professionals find creative and inventive design solutions to real-world business challenges for some of the world’s most influential brands, including Google, Amazon, Apple, Uber, and Chick-fil-A.

The conversation continues sharing different examples of brand creative, visual and UX design delivering compelling, frictionless experiences and significant business value. Blending physical and digital (i.e. kiosks, mobile apps, curbside pick-up), we discuss what “phygital” means in the customer experience, and provide examples and strategies so you can propel your customer experience.

Join us as we discuss:

• The future of “phygital” to create meaningful, frictionless customer experiences.
• The crucial role of strategic design to foster user trust and business success.
• The essential ingredients to encourage unconventional design thinking in corporate environments for brands of all sizes, across any industry.

Great deals are happening online during Black Friday or Cyber Monday, but the BEST deals are actually happening during other parts of the year.

In this episode of The Frictionless Experience we have the pleasure of hearing from Mike Lively, Senior Vice President of Engineering at Slickdeals. Mike walks us through the significance of Seasonality, one of the Five Friction Forces, in the online shopping experience.

With over 10 million monthly users, Slickdeals ranks among the top 10 most-visited sites during peak shopping seasons like Black Friday and Cyber Monday. With so much site volume and business at stake, Mike preaches load testing, monitoring, and preparation to continuously optimize the customer experience, not only during seasonal bursts, but consistently throughout the year.

Mike shares the proactive strategies his team has mastered to prepare with other departments in the company for peak periods and how they leverage testing and user behavior analysis to create personalized, frictionless experiences.

Join us as we discuss:

• How retailers and eCommerce sites can get ready for holiday and seasonal shopping days, like Black Friday, Cyber Monday, and Amazon Prime Day.
• Ways to prevent third-party tags from causing costly performance issues and customer friction to ensure reliable user experiences.
• The value of ongoing testing and planning to convert more visitors and retain customers throughout the entire year.
• The significance of Core Web Vitals in optimizing website performance and user experiences.