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/

    -

    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
  • 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/

    Is Optimization Ruining Innovation Article: https://medium.com/s/buy-yourself/the-crisis-of-optimality-d259be6ad90b

    Over Optimization Is Killing Everything You Love Article: https://www.wetheblacksheep.com/p/over-optimization-is-killing-everything


    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
    Show More Show Less
    33 mins
  • 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
    Show More Show Less
    49 mins
  • 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
    Show More Show Less
    42 mins
  • 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

    -

    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
    Show More Show Less
    39 mins
  • 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
    Show More Show Less
    47 mins