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The Expedia Form Field That Cost $12M: When Friction Hides in Plain Sight
Digital experience optimization user experience Blog
Chuck Moxley
A single optional form field was costing Expedia $12 million a year. The field said “Business name.” It sat just above the billing address on a checkout page. Customers saw it, assumed it meant their credit...
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Blue Triangle Enhances Mobile App Analytics: Smarter Insights Into User Intent and Context

Digital experience optimization user experience Product Announcements
Amir Rozenberg
The way people shop has changed forever. For millions, the smartphone is the new...

The 3 Types of Friction in Digital Experiences (and What You Need to Know About Them)

Digital experience optimization user experience Podcast
Chuck Moxley
When we think about friction in customer journeys, the instinct is often to remove it...

6 Biggest Lessons About Friction from 50 Episodes of The Frictionless Experience

Digital experience optimization Conversion rate Conversion rate optimization Ecommerce user experience Podcast
Chuck Moxley
After two years and 50 episodes of The Frictionless Experience, we have spoken with more than 40 guests: executives in UX, chief digital officers, marketers, technologists, and product leaders. Our mission

How Lowe's SRE Team is Driving Reliability Through Hyper Automation and Unified Platforms

Web Development Digital experience optimization Website performance
Digital Site Reliability Team, Lowe’s
Online retail moves fast—so keeping systems reliable and running smoothly is more important than ever to provide a frictionless user experience. At Lowe's, our Site Reliability Engineering (SRE) team has

The Hidden Cost of Over-Optimized Digital Experiences

Digital experience optimization user experience Podcast
Chuck Moxley
Is it possible to over-optimize digital experiences in a world where innovation appears to be giving way to optimized blandness? Let's start with a hard truth: Optimization is killing your customer experience.

What Conversion Rate Optimization (CRO) is Not

Digital experience optimization Conversion rate Conversion rate optimization Podcast
Dom Costa
Conversion Rate Optimization (CRO) often carries a set of assumptions that oversimplify or misrepresent its true purpose. Despite its importance for driving online sales and enhancing user experiences, CRO

How True Classic Built a Thriving Customer Community That Drives Product Innovation and Boosts Conversions

Digital experience optimization Ecommerce Podcast
Chuck Moxley
True Classic has carved out a unique space for itself among direct-to-consumer (D2C) brands—not just as a provider of high-quality men's apparel but as a brand that leverages community to drive innovation and

Is Your Digital Platform Ready for the Next Traffic Surge?

Web Performance Digital experience optimization
Dom Costa
Great deals are happening online during Black Friday or Cyber Monday, but the BEST deals are actually happening during other parts of the year. When Mike Lively, Senior Vice President of Engineering at

Why the Best Digital Product Managers Are Always Wrong (and That's Okay)

Digital experience optimization user experience
Chuck Moxley
The best Digital Product Managers are wrong all the time. Controversial? Absolutely. True? Without a doubt. This counterintuitive statement gets at the heart of what makes exceptional digital product

Can Retailers Win Customers Over with Frictionless Checkout?

Digital experience optimization Conversion rate optimization user experience
Chuck Moxley
Retailers can’t win hearts by innovating the checkout experience, but companies can build an Amazon-like checkout that actually converts. Retailers often seek innovative ways to differentiate themselves. For

The Key to a Truly Personalized Experience Lies in Knowing Your Customers

Digital experience optimization Conversion rate optimization
Chuck Moxley
Personalization is no longer optional—it's a necessity. Brands everywhere claim to "know their customers," but how many truly understand them beyond mere demographics or generic personas? This question drives