What does it really take to be a good digital product manager? In this episode, Nick Paladino and Chuck Moxley tackle the biggest myths in product management, from the misconception that “the customer is always right” to the idea that product managers are just technical taskmasters. They chat about why making data-driven decisions, understanding customer actions, and collaborating across teams are crucial to creating seamless digital experiences. In this episode: Breaking down common myths...

How did Rainbow Shops cut lost package rates by 75% and boost their mobile checkout experience? It was easier than you’d think! In this episode, Nick Paladino and Chuck Moxley chat with David Cost, VP of Digital and E-Commerce at Rainbow Shops, about how optimizing mobile checkout and shipping options has dramatically improved their customer experience. Discover how Rainbow Shops leverages Shopify and ShopPay to streamline the buying process, and the creative solutions they’ve implemented to...

Is your team sabotaging your customer experience without even knowing it? In this episode of The Frictionless Experience, co-hosts Chuck Moxley and Nick Paladino are joined by Angel Singh, VP of Customer Experience at Petco. With experience from top retailers like Home Depot and Sephora, Angel shares how team structure and internal collaboration play a critical role in delivering frictionless customer experiences.  In this episode: Align your teams for seamless customer experiences: Align...

How can technology turn gifting from a chore into a joyful experience for both the giver and receiver? In this episode, Nick and Chuck discuss the world of gifting with Hal Siegel, Vice President of Digital Product and UX at 1-800-Flowers. Hal shares how the company uses personalization, innovation, and thoughtful UX design to enhance customer experiences and navigate the unique challenges of gifting to ensure that every gift feels special and timely. In this Episode: Increase engagement...

Is your website's speed really serving your customers, or could it be costing you more than you think? In this episode, Nick and Chuck discuss the complexities of website performance, challenging the long-standing “2-second rule” for website speed. They explore how context, customer expectations, and stability are critical in optimizing your site for the best user experience. Discussed in this Episode: Prioritize Speed Where It Matters Most: Identify which parts of your website require the...

How can mastering Core Web Vitals give your website a competitive edge? In this episode, Nick and Chuck chat with Barry Pollard, a web performance developer advocate on Google Chrome, about Core Web Vitals. Barry shares insider insights, dispels common misconceptions, and offers practical advice for improving your website's Core Web Vitals. In this episode: Why prioritize improving your Core Web Vitals: Focusing on metrics can directly boost user satisfaction and conversion rates. Even...

In this episode, Chuck Moxley and Nick Paladino chat with Dr. Tina Manoharan, former VP and Global Leader of Data/AI & Digital Innovation at Philips.  Dr. Manoharan shares her expertise on the potential of AI in healthcare, especially in co-creation and integration into clinical workflows. She offers valuable insights on overcoming challenges in AI adoption, from addressing clinician concerns to understanding complex global regulations. Dr. Manoharan's patient-centric approach to AI...

When done right, AI can make customer service more efficient. When done wrong, it can degrade trust and cause privacy concerns. So how can companies find the balance? In this episode of The Frictionless Experience, Nick and Chuck dive into the future of customer service with Noopur Bakshi, former Senior Director of Product Management at Hewlett Packard Enterprise. Noopur shares how mixing AI smarts with human heart, tackling ethics head-on, and nailing data quality can take customer...

AI is set to revolutionize the way digital products are managed, from enhancing efficiency to potentially replacing certain aspects of the job.  In this episode, we explore the evolving landscape of artificial intelligence and its transformative impact on digital product management and digital experiences.  Nick and Chuck delve into the overuse and misunderstandings of AI in marketing while contrasting it with emerging technologies like Gemini, Facebook's Llama, and CoPilot. Listeners will...

In this episode, we explore essential tactics for navigating the busiest shopping days of the year—Black Friday and Cyber Monday. Ellery Womack, senior director of engineering at Edgio, and our very own Nick Paladino share their insights on eliminating digital friction and optimizing e-commerce platforms to handle increased traffic and conversions. You'll hear about real-world challenges and the innovative solutions used to address them, preparing you to transform your holiday sales...

In this wrap-up of our 4-part episode series, "Elevating to the C-Suite,” we distill the key insights from our conversations with digital leaders who have mastered the art of removing digital friction.  In this special episode, co-hosts Chuck Moxley and Nick Paladino chat with Frictionless Experience producer Dom Costa about the most essential takeaways.  Listeners will learn: 1. Quantifying impact is crucial: Successful digital leaders tie friction removal to revenue gains or cost savings...

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...

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...

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...

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...

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...

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...

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 deep understanding of brand identity and meticulous design integration can lead to substantial business outcomes and customer...

From saving Valentine's Day with last-minute flower deliveries to ensuring your picnic continues uninterrupted with snacks delivered via drone, Walmart redefines convenience. We discuss with Vijay Jayaraman, Senior Director of Product at Walmart eCommerce, how these strategies are implemented across 4500 stores to create seamless, memorable customer experiences. In this episode of a new 5-part series, Elevating to the C-Suite, Vijay talks about Continuous Digital Optimization (CDO),...

In this episode of The Frictionless Experience, we dive into the world of digital analytics, data-driven storytelling,  and personalization with Jared Miller, Senior Director of Web Analytics and Personalization at Kendra Scott. Jared shares his expertise in harnessing the power of data to unveil the stories that lead to impactful digital transformations, create better user experiences, and generate incremental revenue. Discover how Kendra Scott optimizes the online shopping experience...

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...

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...

“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...