{"id":49292,"date":"2018-06-26T08:55:14","date_gmt":"2018-06-26T15:55:14","guid":{"rendered":"\/us\/en\/blog\/9th-ccms-warsaw-2018-offering-an-omni-digital-customer-care-where-to-start\/"},"modified":"2025-03-13T06:08:49","modified_gmt":"2025-03-13T13:08:49","slug":"9th-ccms-warsaw-2018-offering-an-omni-digital-customer-care-where-to-start","status":"publish","type":"post","link":"\/us\/en\/blog\/9th-ccms-warsaw-2018-offering-an-omni-digital-customer-care-where-to-start\/","title":{"rendered":"9th CCMS Warsaw 2018 : Offering an Omni-Digital Customer Care &#8211; Where to start?"},"content":{"rendered":"<div>\n<p>Recently, our team took part in the <b>9th Customer Contact Management Summit in Warsaw 2018<\/b>. For the 9th year in a row, the summit gave the floor to actors and experts of Customer Care in order to share effective, readily-implementable solutions, increasing customer service quality to ensure greater <b>customer satisfaction<\/b>.<\/p>\n<p>On stage, <a href=\"https:\/\/www.linkedin.com\/in\/julienrio\" target=\"_blank\" rel=\"noopener noreferrer\">Julien Rio<\/a>, CMO at Dimelo, dealt with <b>3 major concerns<\/b> of Customer Care:<\/p>\n<ul>\n<li>Why is Customer Care the front line of your Customer Experience efforts?<\/li>\n<li>What are the new trends and expectations of your customers?<\/li>\n<li>What are the key elements for an outstanding Customer Care Experience?<\/li>\n<\/ul>\n<p>He started by highlighting what customers want:<\/p>\n<ul>\n<li>To feel important<\/li>\n<li>To be listened to<\/li>\n<li>To feel at ease<\/li>\n<li>Simplicity and reactivity<\/li>\n<li>To do everything from their mobile<\/li>\n<\/ul>\n<p>However, communication channels are limited because teams are organized in silos. Thus:<\/p>\n<ul>\n<li><b>89% <\/b>of customers feel frustrated by having to repeat their issue multiple times<\/li>\n<li><b>58% <\/b>of consumers<b> <\/b>are frustrated with inconsistent experiences between channels<\/li>\n<li><b>42%<\/b> of customer service agents<b> <\/b>are unable to efficiently resolve customer issues due to <b>disconnected <\/b>systems<\/li>\n<\/ul>\n<p>Watch the full conference to know more about these problems and how to overcome them to create an outstanding customer experience:<\/p>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/hNSTkJOp6qs\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center>Here are some of the key takeaways from the speech:<\/p>\n<p><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/Key-Takeaways.png\" alt=\"CCMS Warsaw\" data-entity-type=\"file\" data-entity-uuid=\"14be4c48-0965-4fab-b005-a6c7bf9f6843\" \/><\/p>\n<h2>Interview with Julien Rio from Dimelo at Warsaw&#8217;s Customer Contact Management Summit<\/h2>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/julienrio\" target=\"_blank\" rel=\"noopener noreferrer\">Julien Rio<\/a> gave also an interview on the issues of <b>Customer Care<\/b> in Poland and more generally on <b>new needs<\/b> and<b> expectations <\/b>of consumers and how to meet them.<\/p>\n<p>Watch the full interview to know more about these challenges and how to offer an <b>Omni-Digital Customer Care<\/b>:<\/p>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/f9tZ_akZZVQ\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><center>\u00a0<\/center>&nbsp;<\/p>\n<p><b>Dimelo <\/b>helps companies to deal with these challenges by enabling them to manage all their digital customer care channels (<b>messaging<\/b>, <b>social media<\/b>, <b>live-chat<\/b>, <b>mobile<\/b>, <b>email&#8230;<\/b>) within a <b>single platform<\/b>.<\/p>\n<p>Dimelo\u2019s team already has major clients in Europe, including companies like <b>BNP Paribas<\/b>, <b>Orange\u00a0<\/b>and <b>Allianz<\/b>.<br \/>\n&nbsp;<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Recently, our team took part in the 9th Customer Contact Management Summit in Warsaw 2018. For the 9th year in a row, the summit gave the floor to actors and experts of Customer Care in order to share effective, readily-implementable solutions, increasing customer service quality to ensure greater customer satisfaction. On stage, Julien Rio, CMO &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49293,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49292","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>9th CCMS Warsaw 2018 : Offering an Omni-Digital Customer Care - Where to start? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Recently, our team took part in the 9th Customer Contact Management Summit in Warsaw 2018. 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