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The Customer Experience Gap: Closing the Distance Between Expectation and Reality - Aurelia Pollet
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.
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By Shamir DuverseauCarParts’ 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.