Julien Rio
Julien Rio, CCXP
Julien Rio is a global B2B marketing and customer experience leader, author, and podcaster. He helps organizations turn strategy into measurable impact by connecting marketing, customer experience, and business outcomes. With 15+ years of international experience, he is the creator of the RIO Framework, host of the Marketing Blueprint podcast, founder of CX Therapy, and author of Customer Experience Unearthed and The TradeShow Chronicles, sharing practical insights to make marketing and CX more effective, relevant, and human.
When Marketing Makes Zero Sense: A CX Reality Check
We’ve all seen it. Marketing launches a high-gloss campaign promising the world, the leads pour in, and then the CX team is left holding...
Chatbots Under Fire: Navigating AI Pitfalls with Insights from DPD and Air Canada
What could possibly link the French transporter DPD with Air Canada? Recently, both have experienced significant public scrutiny due to mishaps with their AI...
Customer Service: How To Encourage The Autonomy Of Advisers?
The growth of remote working concerns all departments, including customer service. This helps to develop practices around the role of a customer service agent...
How Connected Conversations Across All Devices Create Better Customer Experiences
In the era where companies are competing primarily on customer experience, providing customer service of the highest quality and even exceeding it is defined...
Optimize Your Digital Customer Service During Sales
Sales periods have always been important for retailers. This year has been no exception and in many, probably one of the most significant in...
What Lies Ahead for Customer Experience in 2021?
The digital transformation of businesses accelerated significantly in 2020. They had to quickly adapt to remote work and further develop their usage of digital...
5 Uses of Artificial Intelligence in the Contact Center
Artificial intelligence isn’t just a science fiction concept anymore. You can find it everywhere, from helping medical teams analyze results to personalized advertisements on...
How Conversational Commerce can Transform the Shopping Experience
Social networks have been changing for some time to be more than just a way to communicate in our private lives - promptly satisfying...
5 Steps to Create a Customer Service with a Sales Focus
Consumers have never had a greater choice of products and services to choose from. This, in turn, means that providing exceptional customer service has...
4 Ways to Improve Telco Contact Centre Productivity
There is rapid innovation taking place within the telecoms industry, as many operators are differentiating through customer experience. The main criterion of choice today...
6 Ways to Enhance CX in 2020
Customer behaviours and expectations develop quickly. To distinguish themselves, companies have to adjust their strategy continuously. The need to fulfill outstanding customer service has...
5 Mistakes to Avoid for a Modern Digital Customer Service Strategy
Image credits: Shutterstock Today’s customers want to interact with brands using the same tools they enjoy for personal communication. As customers rely less on voice...
10 Tips for using Messaging Apps in Customer Care
Messaging apps can be hugely advantageous for digital customer engagement strategies, offering a multitude of benefits such as increased privacy, an alternative to live...
Six Trends Shaking Up Customer Care in 2019
Source: Shutterstock 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...