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- Blog
- Web Performance
- Podcast
- user experience
- Industry Benchmarks
- Digital experience optimization
- Ecommerce
- Webinar
- Marketing Analytics
- Product Announcements
- Security
- White Papers
- Tag Governance
- Website performance
- Case Studies
- Accelerator Series
- Conversion rate optimization
- DEM
- Digital Commerce
- Use Cases
- Conversion rate
- Content Security Policy
- Datasheet
- Holiday preparedness
- Web Development
- Experience Design
- Resources
- Ultimate Guides
- Website Design
- eBook
Every great customer relationship starts at the bottom of a ladder. Each rung represents a step toward loyalty, but as Mike Shady explained in this episode of The Frictionless Experience, every step up also...
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How Carhartt Uses Data-Driven UX to Predict Revenue Before Design
When most people think of Carhartt, they picture rugged workwear built to last: a bib...
How to Build a CX Culture People Actually Want to Join
At Microsoft, customer experience (CX) isn’t just about smoothing digital interactions....
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5 Lessons for Prioritizing and Proving CX Impact
Customer experience leaders live in a paradox. On one hand, executives want proof that CX initiatives will deliver ROI. On the other hand, many of the most meaningful impacts such as loyalty, retention, and
The 3 Types of Friction in Digital Experiences (and What You Need to Know About Them)
When we think about friction in customer journeys, the instinct is often to remove it everywhere. But not all friction is created equal. Some blocks destroy experiences, others simply distract, and some are
6 Biggest Lessons About Friction from 50 Episodes of The Frictionless Experience
Digital experience optimization
Conversion rate
Conversion rate optimization
Ecommerce
user experience
Podcast
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
The Purposeful Friction Paradox: Why the Best Financial Experiences Aren’t Always the Easiest
In an era where “frictionless” is a rallying cry for every digital team, it’s easy to forget that not all friction is bad. In fact, in financial services—where trust, security, and long-term relationships
Don't Ship Your Org Chart: The Story Behind Ally Bank's One-App Transformation
"Magic happens at the intersection of differentiated customer experience, driving business results, using cutting-edge technology," said Sathish Muthukrishnan (Chief Information, Data, and Digital Officer at
How Do We Maintain Transformation Momentum Without a Crisis?
It's hard to believe it's been five years since we navigated a global pandemic and the basic rules of shopping were turned upside down. When Best Buy deployed curbside pickup across 1,000+ stores in 72 hours
Why the Future of Financial Services Isn't Just Digital—It's Human
"Frictionless" has become a digital holy grail—especially in financial services. It promises seamless experiences, streamlined transactions, and happy customers. But as Bobbi Jo Allan, Vice President of
How Eventbrite Uses Friction to Build Trust and Fight Fraud
"Remove all friction" has become a digital mantra, especially in product and customer experience teams. But what if removing all friction isn't actually the goal? What if fraud, not friction, is the enemy?