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The Frictionless Experience

  • How to Revolutionize Customer Experiences with Vijay Jayaraman from Walmart

    20 MAG 2024 · 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 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), strategies for eliminating customer friction, evolving with customer needs, and harnessing technology and insights to revolutionize the customer experience. Listeners will learn: - How Walmart leverages its extensive store network to facilitate same-day deliveries, offering solutions that exceed traditional online shopping expectations. - The impact of advanced technologies like drone deliveries on everyday convenience, and how these innovations are integrated into Walmart's customer service strategy. - Strategies Walmart employs to handle potential disruptions and ensure a seamless return process, enhancing overall customer satisfaction and loyalty. 
    41 min. 10 sec.
  • Embracing Data Storytelling and Personalization to Increase Revenue with Jared Miller from Kendra Scott

    29 APR 2024 · In this episode of The Frictionless Experience, we dive into the world of digital analytics, data-driven storytelling,  and personalization with, Senior Director of Web Analytics and Personalization at 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 through strategic personalization, A/B testing, and a focus on creating seamless customer journeys.  Join us as we… - Learn how to leverage data analytics for deeper customer insights and enhanced digital experiences. - Explore the importance of personalization in building customer loyalty and increasing engagement. - Uncover the secrets behind successful testing programs that lead to innovation and revenue gains.
    48 min. 52 sec.
  • Embracing Emerging Tech to Revolutionize User Experiences with Jean-Louis Hé from Yves Saint-Laurent

    15 APR 2024 · In this episode of The Frictionless Experience, we’re joined by, the Director of Digital & E-Commerce at 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.
    48 min. 22 sec.
  • Quantifying the Cost of Friction in User Experience to Drive Strategic Priorities

    1 APR 2024 · How do we place value on the frictionless experience—and, in turn, measure its true worth? In this week’s episode, we welcome, 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
    43 min. 31 sec.
  • How to Double Your Sales by Putting the Customer First with Amit Singh from Verizon

    18 MAR 2024 · “My first way of learning is to go sit with the customer and learn from them”, Associate Vice President of B2B Distribution Transformation and Digital Adoption at, 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
    39 min. 30 sec.
  • The Friction Five: How to Identify & Eliminate Friction in Your Digital Experience

    4 MAR 2024 · “What is friction costing you?” In this special "best of" episode of The Frictionless Experience, and are joined by our very own Adam Wood from 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: - - - - - [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”
    1 h 20 min. 21 sec.
  • Mastering the Art of Product Management with Jason Abdo from HD Supply

    19 FEB 2024 · In this episode,, Senior Manager of Product Management at, 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.
    45 min. 5 sec.
  • Design & Data: The Unexpected Power Couple with Geoff Colon from Dell

    5 FEB 2024 · “Design is not just what it looks like and feels like. Design is how it works.” — Steve Jobs In this episode,, Senior Director of Digital Marketing at, 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.
    55 min. 53 sec.
  • Putting People First: Prioritizing the Employee Experience for Business Success with Dennis Perpetua of Kyndryl

    22 GEN 2024 · 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, 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
    43 min. 57 sec.
  • Uncovering the Unknown Unknowns to Dispel Customer Friction with Joe Walker of Equifax

    8 GEN 2024 · On this episode of The Frictionless Experience,, 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”.
    45 min. 41 sec.

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...

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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!
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