Julien Rio: Be a leader

Meet Julien Rio at the Chatbot Summit on 23 till 24 October in Berlin

Please introduce yourself to our readers!
Julien Rio: I’m Julien – an entrepreneur at heart, excited by new technologies and how these impact humans lives. After a decade in Hong Kong working across various industries and launching multiple digital projects, I’ve returned to Europe to take on an even greater challenge: disrupt the whole Customer Care industry and help end-consumers get the level of service they expect.

Please tell us about your business?
Julien Rio: Dimelo is an Omni-Digital platform enabling enterprises to be available on all digital touch-points favored by their customers. With Dimelo, companies accelerate their digital transformation and make it easier for their customers to make contact. The magic is that it isn’t only an improvement for consumers but it also greatly benefits companies directly, making it easier to manage large volumes of incoming messages, improve productivity and streamline the whole process for Customer Service Representatives.

Once the approach has been implemented, companies can plug any chatbot into the platform and start automating responses on multiple channels at once.

Can you describe your typical work day?
Julien Rio: As Head of Marketing, I lead a team of talented people managing all aspects of marketing, from content creation and distribution to event management and advertising.
A typical day starts with a review of upcoming major projects. Marketing is at the heart of the company since it takes information and assists every other department to reach their goal. Being on track and delivering on promises is essential to keep the expected level of trust.

I spend a good share of my time analyzing trends, studying market difficulties and educating the market.

You are a speaker of the event Chatbot Summit. What are you talking about at the event?
The Chatbot Summit is a great event for us because it allows us to talk about a major topic: human/machine collaboration.
The way I see it, there are two extremes when it comes to chatbots and AI: pessimists who believe it will kill millions of jobs around the world and optimists who believe it will soon revolutionize customer care. I sit in between and believe chatbots are an amazing tool that benefits all parties: customers get faster responses, companies increase their productivity and agents can focus on more interesting tasks. However, I do not see AI replacing humans: from my perspective, chatbots are a tool that will create augmented agents, removing the layer of redundant tasks and empowering humans to reach their full potential to satisfy customers.

If humans and machine collaborate, that is.

Discuss: How has the startup scene changed in the last few years? What are the most common mistakes made by startup founders?
As an ex-startup founder myself and working for startups for almost a decade, I have witnessed the evolution of these young companies in Asia and Europe. A few years ago, you had to be mad to join a startup: people did not understand the hype that was building around this risky ecosystem. Ten years later, startups are more sexy and people are willing to take the risk because of the multiple upsides, among which the most important one is to really have an impact on everything you do, something you rarely find in larger organisations.

That being said, startups are no El Dorado. What startup founders often fail to mention is the cost involved: yes, you may have a flatter hierarchy, a younger team, more interactions and flexibility, but you are facing constant uncertainty. It takes sweat and tears to reach that sweet spot where you find the perfect product/market fit and no longer fear for tomorrow.

Which books do you read?
Julien Rio: I can certainly recommend you read my book “The Trade Show Chronicles” if you are about to exhibit at an event! Aside from that, “The New Rules Of Marketing And PR” from David Meerman Scott had a real impact on my vision of marketing and on my career in general a few years back. “The Tipping Point” by Malcolm Gladwell and “Purple Cow” from Seth Godin were also good sources of inspiration.

But for startups, I would recommend reading “Crossing the Chasm” by Geoffrey Moore that gives quite a few good leads to make your startup viable.

Where do you see yourself in five years?
Dimelo has a bright future. In the past four years, we’ve grown from a “French startup” to an international one, with clients in 65 countries. We have built powerful partnerships with industry leaders and we equip large enterprises around the world to always bring them closer to their customers needs.

I see a great evolution for Dimelo and I am very keen on being part of that adventure!

What three tips would you give to startup founders?
Don’t be a lone wolf. While you need to be faithful to your vision, you must listen to what the market tells you and no fear to pivot when necessary. Customers always know better, so surround yourself with people who can advise and guide you until you reach the product/market fit.

Be a leader. Startup founders are often creative and maybe brilliant, but they are not necessarily natural leaders. Your journey will not bring you far if you are not able to communicate your vision and get your team to trust and follow you. Share your thoughts and try to inspire people around you.

Don’t neglect going out. It may be essential that you work long hours in the office, but meeting with your customers and prospects, attending events and networking sessions and looking at what others do is equally important to expand your vision.

More information you will find here

Thank you Julien Rio for the Interview

Statements of the author and the interviewee do not necessarily represent the editors and the publisher opinion again.

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