Author

Julien Rio

Julien has more than 10 years’ international experience in Marketing and Customer Care positions across multiple industries including toys, medical, hospitality, F&B, logistics, electronics, etc. As Head of Marketing of Dimelo Julien strives for improving customer care worldwide and closing the gap between what companies have to offer and what customers expect. Author and blogger, Julien regularly writes about customer experience and marketing topics.

Guest Authors

Live-Chat vs Messaging: What’s the Difference?

Julien Rio Feb 28, 2020 0

Today, the way customers interact with organisations is evolving swiftly. Digital is king, and serving them across each channel is vital. Why? Because that is where they are and anticipate brands to be. They also expect timely and…
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Guest Authors

Six Trends Transforming Customer Experience in 2020

Julien Rio Dec 19, 2019 0

Customer behaviors and expectations evolve quickly. To differentiate themselves, companies have to continuously adapt their strategy. The need to provide outstanding customer service has never been greater than now - customers used more…
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Guest Authors

The Top Four Messaging Channels in Customer Care and How to Select the Right One

Julien Rio Sep 25, 2019 1

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses. To accompany this trend, GAFAs are opening new business…
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Guest Authors

10 Tips for Using Messaging Apps in Customer Care

Julien Rio Jul 3, 2019 0

Messaging apps can be hugely advantageous for digital Customer Engagement strategies, offering a multitude of benefits such as increased privacy, an alternative to live chat, new message notifications, “message read” statuses, image…
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Guest Authors

The Benefits of Empowering Agents to Go Omni-Digital

Julien Rio Jun 24, 2019 2

This article is co-authored by Julien Rio and Cédric Blum Agents are the heartbeats of contact centers and Customer Service departments: the quality of Customer Service and Customers’ Satisfaction heavily depends on their skills,…
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Guest Authors

Google+ Is Dead, Long Live Google My Business

Julien Rio Feb 5, 2019 1

Google+, Google’s own social media platform which launched in 2011, is to shut down in April 2019 after a new leak occurred. The social channel had quite a strong start in its early days but never managed to generate sufficient interest…
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Guest Authors

Prediction Series 2019: Six Trends Shaking up Customer Care in 2019

Julien Rio Dec 13, 2018 4

As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the…
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Guest Authors

Eight Common Chatbot Myths Debunked

Julien Rio Nov 6, 2018 0

Chatbots are one of the hottest topics in technology today. We read and hear a lot about it, naturally, there are a number of misconceptions too. The interest for bots is not going to slow down. A study shows that 80% of businesses want…
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