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Author: Chuck Moxley
The $4 Billion Lesson Most AI Strategies Are Ignoring
Most AI strategies begin with the wrong question. Companies ask: which tool should we buy? Which team should we pilot it with? How do we show the board we're...
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The Apple Playbook for Enterprise Tech Adoption — And Why Most Companies Still Get It Wrong
On The Frictionless Experience, Nick Paladino and I have spent a lot of time thinking about why technology rollouts...
Marry the Problem, Date the Solution: How Strong Founders Actually Find Product-Market Fit
The gap between 12 visitors and 12 million is not just a startup problem. It shows up inside large enterprises too,...
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What a Retail Veteran From Lands’ End and New Balance Gets Right About Marketing
There’s a debate that comes up all the time in marketing. B2B is different from B2C. Different buyers. Different...
What Tractor Supply Company Gets Right About eCommerce in Unique Environments
In most industries, frictionless can mean faster load times and fewer checkout steps. At Tractor Supply Company, it...
The 5-Step Playbook to Creating Frictionless Digital Experiences with an SRE Site Speed Target.
Every Millisecond Costs You Money. Here's How to Turn Site Speed into Revenue. Your site is bleeding revenue while your...
Frictionless Isn’t About Technology: Lessons from Microsoft, Amazon, and PitchBook
I asked Rafael Carranza of PitchBook (and ex-Microsoft and Amazon) on The Frictionless Experience what people get wrong...
The Expedia Form Field That Cost $12M: When Friction Hides in Plain Sight
A single optional form field was costing Expedia $12 million a year. The field said “Business name.” It sat just above...
How Samsara's Project WOW Reimagines CX Beyond Fixing What's Broken
Most companies chase "frictionless" experiences. They want to make things smoother, faster, and simpler. But what if...
Blue Triangle Recognized in the 2025 Gartner Magic Quadrant for Digital Experience Monitoring
We’re proud to announce that Blue Triangle has been recognized as a Niche Player in the 2025 Gartner Magic Quadrant for...
Lessons from Lowe’s: Climbing the 5 Rungs of Customer Loyalty
At Lowe’s, Mike Shady explained how the company built customer loyalty, rung by rung. Each rung represents a step...
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