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Topic: podcast
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...
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 MVP Myth That's Breaking Product Teams: Why Product Bloat Happens and How to Fix It
Product bloat is killing digital experiences. On this episode of The Frictionless Experience, Chuck Moxley and I...
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...
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...
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 overalls that farmers, ranchers,...
How to Build a CX Culture People Actually Want to Join
At Microsoft, customer experience (CX) isn’t just about smoothing digital interactions. It’s about creating a movement...
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....
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...
6 Biggest Lessons About Friction from 50 Episodes of The Frictionless Experience
After two years and 50 episodes of The Frictionless Experience, we have spoken with more than 40 guests: executives in...
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