{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Everything Clicks","title":"The CX Leadership Gap Most Companies Still Haven't Closed - Aurelia Pollet","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/cb06681e\"></iframe>","width":"100%","height":180,"duration":2391,"description":"CarParts’ Senior Director of Customer Experience Aurelia Pollet reveals why most companies lack holistic CX leadership and how this creates a gap between customer expectations and reality.Learn why mystery shopping your own brand is crucial, how to balance technical expertise with customer advocacy, and why email marketing is far from “dead.”Get practical insights to help you create seamless experiences that prevent the 59% customer drop-off that happens after just one negative interaction.=== Listen the full episode to learn:- Why having \"everyone responsible\" for CX means no one actually is- How live listening sessions with the C-suite beat any journey map- The \"is it good enough?\" framework for cutting through design debates- Common AI implementation mistakes that quietly hurt customer experience- Why email isn't dead — but coupon-only strategies are training customers wrong- How to close the loop on NPS surveys and bring the human touch back=== Connect with Aurelia:LinkedIn: https://www.linkedin.com/in/aureliapollet/CarParts.com: https://www.carparts.com/=== Resources:Article: How CarParts.com leverages CDP tech to create customer-centric experiences: https://searchengineland.com/how-carparts-com-leverages-cdp-tech-to-create-customer-centric-experiences-343302=== About the Everything Clicks podcast:Everything Clicks is a podcast about customer experiences that wow consumers while driving profitable growth. Each week, we dissect the strategies and tactics of top B2C marketers at leading Fortune 5000 companies.📣 Subscribe now for more insights on creating digital experiences that convert. 📱 Follow me on LinkedIn: https://www.linkedin.com/in/shamirduverseau/ 🌐 Smart Panda Labs: www.smartpandalabs.com","thumbnail_url":"https://img.transistorcdn.com/5PP3NwAttqB8h4tspzwwRLQP3TN185hV1MbMG2ks3k8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9hMGYx/OWQ4NmJmYzVmYThh/YmRiNmJlYzM3Njg2/Y2M2OC5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}