Julien Rio is the AVP of International Marketing at RingCentral, a leading provider of employee and customer communications systems.

Although Julien comes from a marketing background, his passion has always been around customer experience. He is a CCXP (Certified Customer Experience Professional), and co-host of the CX Therapy podcast.

Today, he shares the common problems he sees in omnichannel strategies, and how to solve them.

Julien’s Top 2 Tips

1. Open one new channel at a time, by finding out which one customers use on daily basis, and then launching it with only a sample of customers. That way, you can expand it at the rate you’re comfortable, or switch it off if it doesn’t work (11:28).

2. If you’re thinking of switching off a channel, make sure the data shows that it’s time to transition away from it. Assumptions can often get in the way of making the right choice (13:12).

You'll Learn:

• The difference between omnichannel, multi-channel, and cross-channel, and why it’s important to know (02:47).

• Why moving to an omnichannel approach is mission critical for your business, if customer experience is a priority (04:28).

• The 2 steps (which are often missed) that will help you deploy your omnichannel channel strategy successfully (05:46).

• The skills to bear in mind when recruiting agents to deliver an omnichannel experience (08:24).

• The danger of having phone teams also do email, which hurts customer experience (10:22).

• Why good customer experience is the shortest path to additional revenue (14:57).

• How your Customer Service Representatives can be the best possible sales people in your team (16:37).

   

Connect with Julien on LinkedIn: https://www.linkedin.com/in/julienrio/

Tune in to Julien’s podcast, ‘CX Therapy’ on YouTube, or follow it on Twitter or LinkedIn. Follow me on LinkedIn, or connect with me on Facebook.