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The Frictionless Experience

The Frictionless Experience

By: 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 Economics Marketing Marketing & Sales Politics & Government Science Social Sciences
Episodes
  • Connecting Operational Dots for Seamless Customer Journeys with Mehdi Rizvi (ex-Ralph Lauren, Tiffany, and Funko)

    Connecting Operational Dots for Seamless Customer Journeys with Mehdi Rizvi (ex-Ralph Lauren, Tiffany, and Funko)
    May 19 2025
    Are companies pursuing frictionless experiences at the expense of truly understanding what problems they're solving?

    Join hosts Chuck Moxley and Nick Paladino as they talk with Mehdi Rizvi, a digital transformation expert who began his career in operations and supply chain before pivoting to customer experience.

    Mehdi reveals eye-opening insights about the disconnect between departments in large organizations, where siloed KPIs create fractured customer journeys—like a luxury retailer who successfully drives traffic to their website and store but fails to provide basic product specification sheets when customers are ready to buy a $30,000 item.

    He challenges the common approach to AI adoption, explaining that most companies haven't even mastered basic analytics or data warehousing but are blindly applying AI without clear use cases.

    Throughout the conversation, he emphasizes that creating a truly frictionless experience requires meticulous attention to operational details and understanding the end-to-end customer journey.

    Main Takeaways from this episode:
    1. Start with foundations — Before implementing technology solutions, thoroughly map your current processes, understand customer journeys, and identify real problems rather than pursuing shiny objects.
    2. Connect the dots — Break down silos by ensuring people, processes, and technology work together across departments, as frictionless experiences cannot be created within isolated teams.
    3. Make simplicity intentional — Simple customer experiences like Amazon's two-click returns don't happen by accident; they result from intensive work to map and optimize every touchpoint, especially when things go wrong.
    Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!

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

    Mehdi's LinkedIn: https://www.linkedin.com/in/mehdi-rizvi/
    Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/
    Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

    Chapters:
    (00:00) Introduction
    (03:00) From Operations to Customer Experience
    (06:00) When Frictionless Experiences Conflict with Business KPIs
    (08:00) Why Foundational Operations Matter More Than Technology
    (11:00) Why Companies Fail at Creating Frictionless Experiences
    (14:00) The Problem with Siloed Product Management Teams
    (17:00) When Customer Journeys Break
    (20:00) The Right Way to Approach AI Implementation
    (24:00) What Amazon Gets Right About Customer Experience
    (28:00) The Hidden Work Behind Simple Customer Experiences
    (31:00) The Three Keys to Successful Digital Transformation
    (33:00) Conclusion
    Show More Show Less
    35 mins
  • What Happens When Metrics Drive Bad Behavior with GoPro’s Kacey Sharrett

    What Happens When Metrics Drive Bad Behavior with GoPro’s Kacey Sharrett
    May 5 2025
    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/

    -

    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
    Show More Show Less
    33 mins
  • 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
    Show More Show Less
    41 mins

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