What if removing friction isn't enough? Samsara's "Project Wow" challenges the entire CX industry to stop fixing problems and start creating experiences that make customers gasp.

Join hosts Chuck Moxley and Nick Paladino as they talk with Emma Sopadjieva, Head of Customer Experience Strategy at Samsara. With experience from Medallia, Eventbrite, and ServiceNow, Emma reveals why 90% of customer experience work is influence without authority—not data analysis. 

She shares how Samsara brought their entire executive team together for full-day workshops to identify five moments across the customer journey where they could create "wow" experiences, pushing every initiative from fixing pain points to delivering 10-star moments. 

Emma also unveils the game-changing concept of predictive NPS, using thousands of variables to identify unhappy customers before they even tell you—and activating customer success teams six months before renewal conversations.

Key Actionable Takeaways:

1. Master influence without authority by making others the hero - CX teams don't own product or support, so align insights to stakeholder metrics and show how your recommendations make them successful
2. Start with quick wins before long-term transformation - Launch purchase win-loss and renewal experience programs first to build credibility while working toward your five-year customer 360 vision
3. Predict customer experience, not just renewal risk - Build predictive NPS models using behavioral data to catch at-risk customers six months early, when you can still save them

Want more tips and strategies about creating frictionless digital experiences? 
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https://www.thefrictionlessexperience.com/frictionless/

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Emma Sopadjieva's LinkedIn: https://www.linkedin.com/in/emmasopadjieva/
Nick Paladino's LinkedIn: https://linkedin.com/in/npaladino
Chuck Moxley's LinkedIn: https://linkedin.com/in/chuck-moxley

Chapters:
(00:00) Introduction 
(03:00) What Samsara does - IoT hardware and software for physical operations
(04:00) Key lessons from Medallia, ServiceNow, and Eventbrite
(05:00) Why 90% of CX work is influence without authority, not data
(08:00) Making stakeholders the hero to drive change
(09:00) Balancing quick wins with long-term transformation strategy
(12:00) Project Wow - Creating 10-star experiences across the customer journey
(15:00) Five moments that matter and executive ideation workshops
(17:00) Measuring ROI of wow moments and delight
(19:00) Turning NPS improvements into quantified revenue impact
(22:00) Predictive NPS - Identifying unhappy customers before they tell you
(25:00) Using 5,000+ variables to catch churn risk six months early
(27:00) Building frictionless UX across physical and digital worlds
(30:00) CX teams as connective tissue across siloed functions
(32:00) Why technology doesn't equal experience
(34:00) The problem with AI chatbots in customer service
(35:00) Conclusion

When digital banking experiences move too quickly, users may question their security instead of appreciating the convenience.

Join hosts Chuck Moxley and Nick Paladino as they talk with Sathish Muthukrishnan, Chief Information, Data and Digital Officer at Ally. 

With over a decade of experience in FinTech at America's largest digital bank, Sathish shares how they consolidated six different mobile apps into one unified experience. Plus, what it really takes to create banking that customers compare to their favorite smartphone apps, not traditional banks.Key Actionable Takeaways:

1. Address the four transformation challenges holistically - Technology, process, organizational, and emotional barriers must all be tackled simultaneously for successful digital transformation
2. Measure friction through multiple lenses - Combine customer feedback, behavioral analytics, and usability testing to understand where real friction exists versus where you think it does
3. Build teams that everyone wants to hire from but nobody wants to leave - Create a high-performing culture through high expectations, strong support systems, and recognition that rewards collective success

Want more tips and strategies about digital transformation and customer experience? Subscribe to our newsletter! https://www.thefrictionlessexperience.com/frictionless/ 

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Ally Bank Website: https://www.ally.com

Sathish Muthukrishnan's LinkedIn: https://www.linkedin.com/in/sathishmuthukrishnan/
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/ 
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

Chapters:
(00:00) Introduction
(02:00) Ally's origin story
(04:05) Consolidating six apps into one experience
(10:49) Four types of transformation challenges
(14:24) The emotional side of change
(18:18) When one-click is too frictionless
(23:27) Learning from every customer interaction
(25:29) Maintaining human touch in digital banking
(28:48) How one feature creates lasting brand awareness
(30:06) Creating teams nobody wants to leave
(32:45) Common digital transformation mistakes
(35:06) Conclusion

During a moment of crisis, Best Buy moved fast by turning a pilot program into a nationwide solution almost overnight.

Join hosts Chuck Moxley and Nick Paladino as they talk with Robert Neer and Brent Van Wieringen, former Best Buy product leaders who orchestrated one of retail's most impressive digital transformations. 

With experience leading consumer-facing digital experiences and customer journey optimization, Robert and Brent share how they scaled curbside pickup from 25% of stores to chain-wide in just 72 hours, plus insights from studying competitors' failed attempts during the same period.

Key Actionable Takeaways:

1. Create urgency through customer outcomes, not arbitrary deadlines - Focus teams on solving customer problems rather than hitting dates to avoid artificial chaos and shortcuts
2. Expose your entire team to customer pain points - Put engineers, designers, and product managers directly in front of struggling customers to build genuine mission-driven motivation
3. Measure success beyond conversion rates - Track lifetime value and downstream impact of customer engagement activities, not just immediate transactions

Want more tips and strategies about creating frictionless customer experiences? Subscribe to our newsletter! 

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

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Goods Company Website: goodscompany.io  
Robert's LinkedIn: https://www.linkedin.com/in/robertneer/ 
Brent's LinkedIn: https://www.linkedin.com/in/brentvanw/ 
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/ 
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

Chapters: 
(00:00) Introduction
(01:45) Pre-pandemic curbside pickup foundation
(04:00) 72-hour chain-wide rollout during COVID
(08:00) Physical and digital coordination challenges
(11:00) Breaking down organizational silos
(12:45) Enduring lessons from pandemic transformation
(18:35) Creating urgency without chaos
(24:55) Building mission-driven teams today
(27:55) Product management philosophy and myths
(30:50) AI's role in product development
(35:50) Common misconceptions about frictionless experiences
(37:50) Conclusion

The biggest friction in financial services isn't technology, it's the dreaded "NIGO," forms that come back marked "Not In Good Order."

Join hosts Chuck Moxley and Nick Paladino as they talk with Bobbi Jo Allan, innovation leader at Nationwide Financial, who reveals the complex world of B2B2B2C financial transactions. 

Bobbi Jo explains how financial advisors, not consumers, are the primary users of financial platforms, and why a single missing signature or incorrect form can derail transactions worth thousands of dollars.

She shares Nationwide's vision of a "formless future" where digital transformation moves beyond simply digitizing paper processes to completely reimagining how complex financial products are sold and managed.

Bobbi Jo also discusses how Amazon-level expectations have reached even the most traditionally paper-based industries, forcing companies to rethink experiences that may involve 10-15 steps and months-long purchase cycles.

The conversation reveals why financial services require strategic friction for fraud prevention and emotional decision-making, and how the industry balances seamless digital experiences with the deeply personal nature of financial planning.

Main Takeaways from this episode:

1. Think transformation, not just digitization — Moving from paper to digital forms still leaves you with the same complex multi-step process; true innovation requires reimagining the entire customer journey from scratch.
2. Design for your actual users — In models like financial services, the people experiencing friction aren't always the end customers; optimize for the advisors and institutions who actually interact with your systems daily.
3. Use strategic friction for protection — Introduce intentional friction during emotional or high-risk transactions like market panic withdrawals or fraud-prone activities to protect customers from decisions they might later regret.

Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/ 

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Bobbi Jo's LinkedIn: https://www.linkedin.com/in/bobbi-jo-allan-5b58085/ 
Chuck's LinkedIn: https://www.linkedin.com/in/chuckmoxley/ 
Nick's LinkedIn: https://www.linkedin.com/in/npaladino/

Chapters:
(00:00) Introduction
(02:25) Why Financial Advisors Are Your Real Users
(04:20) The Ease of Use Factor in Product Recommendations
(05:40) Amazon Expectations Meet Financial Services
(06:30) The NIGO Problem: When Forms Go Wrong
(09:40) From Digitization to True Transformation
(12:30) The Reality of Manual Financial Processes
(16:35) Understanding Financial Advisor Relationships
(18:25) Managing Channel Conflict in B2B2B2C Models
(20:50) What Influences Advisor Product Recommendations
(24:00) The Three-Layer Integration Challenge
(27:10) When Friction Actually Protects Customers
(32:35) Technology and Human Balance in...

How do you balance fraud protection with customer experience when every security measure potentially adds friction to your users' journey?

Join hosts Chuck Moxley and Nick Paladino as they talk with Tutu Adenle, a fraud prevention and customer experience expert who has navigated complex challenges at companies like Twitter, American Express, and Eventbrite. 

Tutu shares eye-opening insights about the sophisticated ways bad actors exploit marketplaces, from testing stolen credit cards to account takeovers, and explains why customers are now grateful for fraud alerts rather than annoyed by them.

Tutu also reveals how she tackled content moderation on a global scale at Twitter, where moderating human behavior required understanding cultural nuances across different countries and regions. 

She discusses the delicate balance of implementing fraud detection tools that protect customers while maintaining a smooth user experience, and explains why building frictionless experiences requires understanding human behavior and constantly monitoring customer service data to know when you've gone too far.

Main Takeaways from this episode:

1. Embrace protective friction — Well-placed fraud prevention measures actually build customer loyalty when customers understand they're being protected, as evidenced by positive reactions to banking fraud alerts.
2. Map friction strategically — Place fraud detection at critical points in the customer journey rather than throughout the entire experience, understanding where security is essential versus where it impedes legitimate users.
3. Monitor customer service data religiously — Contact center volume and categories are your best early warning system for when friction has crossed from protective to frustrating, since customers will always tell you when something isn't working.

Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!

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

Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook

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Tutu's LinkedIn: https://www.linkedin.com/in/tutu-adenle/ 
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 Physics to Customer Experience
(05:00) Fraud in Digital Marketplaces
(09:00) When Friction Builds Loyalty
(11:00) How to Recover from Fraud Incidents
(14:00) Finding the Right Balance with Multiple Fraud Tools
(17:00) Strategic Friction Placement in Customer Journeys
(19:00) Content Moderation Across Global Cultures
(22:00) Regional Differences in Platform Safety
(24:00) Proactive Content Detection
(26:00) What Companies Get Wrong About Frictionless Experiences
(30:00) Knowing When You've Gone Too Far
(34:00) The Complexity of Building Frictionless Experiences
(34:25) Conclusion

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

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

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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

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

What are the biggest product marketing missteps that can derail your strategy, and how can you avoid them for greater success?

Join hosts  Chuck Moxley and Nick Paladino as they dive into the common pitfalls in product marketing and the lessons learned from them. Chuck and Nick explore how missteps like misaligned messaging, poor market fit, and a lack of customer insight can impact even the best-laid plans. 

In this Episode:

• The critical role of customer understanding and market research.
• How the disconnect between product management and marketing can derail launches.
• Break down of real examples of product marketing fails, and the takeaways for your strategy.

Want more tips and strategies to create frictionless user experiences? Subscribe to our newsletter!